Frequently Asked Questions
Orders and deliveries
Order Tracking
You will receive an email from our shipping company with the tracking number as soon as the order leaves the warehouse.
If the tracking number does not work, please try again after a few hours as it may take a while for the system to update the latest information.
Delivery Time and Costs
You can check the different delivery times and rates in the following table.
Order Change and Cancellation
Order preparation is quick, so we cannot guarantee that we will be able to fulfill your order in time to make the change or cancellation.
Once an order has been processed, it is not possible to make changes or cancellations. However, please do not hesitate to contact our Customer Service team via email at info@ssol-store.com and we will do our best to accommodate your request.
Customs clearance
When making a purchase from abroad, customs duties and taxes may apply, which do not depend on the SSOL, but rather on the policies of each country.
Exchanges and returns
Exchange and return policy
You have 14 days from the day you receive your order to make a return or exchange.
To proceed with a return or exchange, you must send the order to our offices (via the carrier of your choice) and, after receiving and verifying that the product is in good condition, we will proceed with a refund or exchange.
Please note that in order for us to accept an exchange or return, the product must be in perfect condition, with no signs of use, and inside its respective boxes, as you received it. Please attach a NOTE TO THE PACKAGE: Indicating whether it is a Return or Exchange (which model you want) / Full Name / Order Number.
*Please remember that unless the return or exchange is due to manufacturing defects or errors on our part, the cost of the return will be borne by the customer.
Wrong order
To speed up the resolution of the incident, it will be very useful if you indicate the order number and send us a photo of the product, as well as another photo of the back of the box where the label can be seen.
Additionally, please send a photo of the rod where the product's serial number can be seen.
Reimbursement
If your return is approved, your refund will be processed within 7 business days using the same payment method used for the purchase.
You will be sent an email notification about the transaction.
Once the refund is issued, it will be effective within 1 to 10 business days (depending on the bank to which the refund was sent).
Product information
Measures
You can check the measurements of a specific product in the features section of its product page.
SSOL glasses lenses
SSOL sunglasses lenses have a UV400 protection filter that blocks 100% of ultraviolet radiation and are approved by the European Union.
In the case of polarized lenses, these also benefit from a polarized filter, the lenses are designed to enhance and improve vision by protecting your eyes from glare. Our lenses filter out glare and transmit only the light you need, increasing visual clarity and reducing eye fatigue. Vertical light provides useful visual information to the human eye, while horizontal light blocks polarized light waves, stopping them in their tracks so they don’t interfere with your vision.
SSOL lenses are manufactured with the most advanced international AntiScratch coating technology, which offers an extra layer of protection, improving resistance to heat, humidity, impacts and scratches.
Most eyeglass lenses block some UV radiation, which allows them to claim to have “UV protection,” but SSOL lens material filters out 100% of all UVA, UVB, and UVC rays. The protection is built into the lens material, so it can’t be scratched or rubbed off, leaving your dilated pupils exposed to UV leakage. Harmful blue light rays are known as High Energy Visible (HEV) wavelengths. HEV light has been linked to several types of eye damage. That’s why SSOL lens material is designed to block 100% of all harmful blue light up to 400 nanometers. In addition to protection, this offers a performance benefit, as blue light rays are one of the main factors in glare.
Be careful with your glasses
We recommend:
Clean the lenses with a soft cloth and always use the SSOL case to transport them. Avoid using soap and water.
Keep them away from direct light sources for long periods.
It is best not to leave your glasses upside down or drag them across hard surfaces, as this could scratch the lenses.
Prescription lenses
SSOL does not offer prescription lenses as we do not manufacture prescription lenses.
However, if you wish to replace the lenses in your optician's, we recommend that you choose metal, acetate or titanium glasses.
Warranty and repair
WARRANTY CONTENT AND DURATION
SSOL offers a one-year warranty on all of its eyewear, covering solder joints that fail due to manufacturing defects. This warranty does not cover normal wear and tear, including scratches on the lenses, broken lenses, or damage caused by abuse or misuse.
Both guarantees will only be valid when you contact Customer Service, indicating the defective product together with proof of purchase and a photo of the product, within the guarantee coverage period (1 year).
*SSOL reserves the right not to offer the warranty service free of charge if the indicated documents are not presented or if the information they contain is incomplete or illegible.
Warranty limitations
This warranty does not cover any of the following cases:
- Defects and damage caused by loss, theft, fire, water or natural disasters.
- Breakdowns or damage caused by improper use, lack of care (shocks, crushing, dents, broken glass, etc.) or accidents.
- Defects and damage resulting from normal wear and tear – consumables (components that are expected to require periodic replacement during the product’s useful life).
Defective product
If you have received a defective product, we recommend that you contact our customer service team via our email info@ssol-store.com
To speed up the resolution of the incident, it will be useful if you indicate the order number and send us a photo of the product, as well as another image of the back of the box where you can see the label.
Additionally, please send us a photo of the rod where the product's serial number can be seen.
Payments and security
Payment methods
Mbway
Multibanco Ref.
Stripe
PayPal
PAYMENTS REFUSED
The three most common reasons why a payment may be declined by our payment system are as follows:
- Insufficient funds. Please make sure there are sufficient funds in your account to complete the purchase.
- The credit card was not issued in the country you are in. Check that the credit card you are using was issued in the same country where you are making the purchase.
- Your bank is blocking the online payment for security reasons. Contact your bank and make sure the payment is not being blocked.
PAYMENT AND ORDER CONFIRMATION
The full amount of your order will be withdrawn from your account once the order and payment have been processed and approved.
If payment is not received after the order has been processed, Meller may cancel your order automatically and without prior notice.
You will receive an email once your order leaves the warehouse, to the email address you provided during the checkout process. If for some reason you have not received the email, please check your spam folder.
For any questions you may have, you can write to us at info@ssol-store.com with the details of your order.
PAYMENT INFORMATION SECURITY
All transactions are handled directly by our payment service provider, Shopify, with secure encryption and in accordance with strict banking standards.
Your card details are sent directly to the bank and cannot be read or accessed again.
DISCOUNT APPLICATION
The discounts we offer are only valid for orders placed on our official website and for a limited time.
If you requested a discount code during the checkout process but it was not applied, please check if the code was valid at the time of purchase. If you applied a valid code but it was not applied, please contact us at info@ssol-store.com so we can help you ;)
PAYMENT BY BANK TRANSFER
At the moment, it is not possible to pay by bank transfer, but you can pay by debit card, credit card, PayPal, mbway and Multibanco.