FAQs

1. Ordering, payment, shipping

Order confirmation
When you have successfully completed your order, you will receive an order confirmation sent to the email address you provided. Your order is confirmed once Silhouette International Schmied AG sends the shipping confirmation.

Please check your spam folder if you don’t receive your shipping confirmation in your inbox.

Different delivery address
You may specify a delivery address that is different from your billing address. We are happy to send your products to a different delivery address. During checkout, enter the delivery address of your choice and select whether the billing address is different from the delivery address. Please note: the delivery address must be located in your country.

Payment

  • Credit card
    When you pay by credit card, you will be asked to enter your credit card details during the checkout process. Your details will be transmitted to us securely using SSL encryption. The payment transaction is automatically carried out by the credit card company. Next, your credit card will be debited immediately and we will process your order.

  • PayPal
    If you choose this payment option, you will be redirected to PayPal during the checkout process. If you are an existing PayPal customer, simply sign in with your login details and pay. If you do not have a PayPal account, you can sign up as a guest or create a new account. PayPal’s buyer protection ensures secure payment. If anything goes wrong, you will get your money back.
    Once your order is complete, the payment will immediately be charged to the bank account linked with your PayPal account. This has the benefit of making the order process extra fast, and in many cases the ordered products will be sent to you on the same day (if they are in stock).

  • Direct bank transfer
    If you opt to pay by bank transfer, you will be redirected to the website of the online payment provider SOFORT GmbH. If you choose this payment method, you will need an online bank account authorized for direct payments using PIN/TAN authentication.
    The Second Payment Services Directive (PSD2) is also applicable to immediate bank transfers. For this reason, the immediate bank transfer contains an additional authentication procedure, the so-called second factor. If you choose immediate bank transfer as payment method in the Webshop, log in with your online banking data. This first factor is combined with a second authentication procedure (depending on the bank: e.g. fingerprint, TAN), which confirms that Sofort has access to your bank account. Only then you can validate the payment order. Please note that we have no influence over the collection, use and processing of your (payment) data by Sofort. Upon receipt of the payment confirmation from Sofort, we accept your offer to conclude a contract and release the order. You will receive further information during the ordering process. Please also pay particular attention to Sofort's supplementary data protection information, which will be pointed out to you separately when you use the service, and Sofort's information regarding the PSD2.

Delivery times
Most of the products on offer are in stock. They will be shipped immediately and you will receive them within five (5) business days.

If your product is not in stock, we will do our best to send it to you as soon as possible. If that is the case, we will inform you in a separate email.

Delivery status
If you have created a customer account, you can check your current delivery status by logging in.

Invoice
The invoice will be included with the package. If your billing address is different from your delivery address, the invoice will be sent to your billing address in the post.

Tracking a shipment
As soon as your order leaves our warehouse, you will receive an email with a shipping confirmation and tracking code.

Shipment and shipping costs
Currently we only ship to Austria. Delivery is free, regardless of the order value. This also applies to any returns.

Purchasing optical eyewear
Optical eyewear can only be purchased through our partner opticians. Currently, only sunglasses without optical lenses are for sale online. Use the retailer search function on our website to find partner opticians.

2. Complaints, returns, exchanges

Returns and refunds
You will find a returns label included in your package, and if this gets lost for any reason you can request a new one from customer services. You do not have to pay any shipping costs when returning an item.

If you withdraw from a contract (your order) or return products, all corresponding payments received from you will be reimbursed within fourteen (14) days after we receive notification/the products, and via the same payment method used to place the original order (unless otherwise agreed).

Please try to avoid damaging or dirtying the goods and, if possible, return them in their original packaging including all accessory parts (with any protective packaging). If you no longer possess the original packaging, your right of withdrawal remains unaffected. In this case, please pack your item suitably to give it adequate protection from damage during transport.

Right of withdrawal
You may withdraw from a contract already concluded within thirty (30) days without giving any reason. The period shall start as soon as you or a third party named by you (other than the carrier) has taken possession of the last good of the order. In order to exercise your right of withdrawal, please send an express declaration (e.g. postal letter or e-mail) to the contact address listed under point 10 or use the provided withdrawal form. In order to exercise your right, it is sufficient that you send such a declaration before the expiry of the revocation period.

Service and customer care
Our customer services are available 8 a.m. to 8 p.m. from Monday to Friday, and 9 a.m. to 12 noon on Saturdays on the following email addresses:
Austria: at.silhouette.service@silhouette-international.com

3. Personal data

Data protection
Please read our privacy policy for more information about data protection.

Customer account
At Login, you can create a customer account which will store your details, so you won’t have to enter them again for future purchases. Once you have created your customer account, you will be able to access it at any time by entering your email address and personal password.

Registration is not obligatory – you can also make your purchase as a ‘guest’.

4. Manufacture and products

Product features
All our Silhouette eyewear is delivered with a cleaning cloth and matching case.

Made in Austria
Our products stand for quality and design, with a tradition of Austrian craftsmanship since 1964.

Silhouette Click & Collect service FAQs

  • How does Click & Collect work?

    With Silhouette's Click & Collect service, you can put up to 3 pairs of glasses in your basket and arrange an appointment with your chosen Click & Collect partner optician. You can have the items in your basket sent to the optician ready to try on at your appointment. During your appointment, you will receive a personal consultation, have your glasses fitted and take an eye test (if needed). You only pay for the items you want to buy at the appointment with the optician.

  • What are the benefits of ordering with Click & Collect?

    You get to choose from a larger range: Silhouette has a more extensive range of products on its website than you will be able to find at our partner opticians. When you place a Click & Collect order, you can have the glasses you have selected sent directly to a Click & Collect partner optician near you.

    Delivery costs: You pay no delivery costs when you place a Click & Collect order.

    Pay at the optician: You will only have to pay for your Click & Collect order at the partner optician once you have tried the item(s) on.

  • What happens after I place a Click & Collect order? Will I get an order confirmation?

    You will receive confirmation by email as soon as you have completed a Click & Collect order. Your chosen Click & Collect partner will send you an email confirming your appointment request within 24 hours (working days only). You will then receive another email confirming the time of your appointment. We will dispatch your order so that it arrives before your scheduled appointment with your chosen partner optician.

    If you can no longer make your appointment or wish to postpone it, please get in touch with your chosen partner optician directly.

    If you miss your scheduled appointment and do not arrange a new one with your partner optician, the items you ordered will be sent back to Silhouette.

    If you only have sunglasses in your Click & Collect basket and simply want to collect them from your partner optician (without having an appointment), the items you ordered will be kept for 14 days at the Click & Collect partner.

  • Is there a charge for placing a Click & Collect order?

    Delivery to your chosen Click & Collect partner is free of charge and you don't have to pay up front when you place your Click & Collect order. You only pay for the items you want to keep, directly at the partner optician's store.

  • Which payment options are there?

    There is no obligation to buy with your Click & Collect order. You pay for your order when you collect the item(s) from the Click & Collect partner optician.

  • Which opticians offer Click & Collect ordering?

    You can only place Click & Collect orders from participating partner opticians. You can select one from a list on each product page or you'll also see it amongst the options during the checkout process.

  • What times are available to get my Click & Collect order?

    There are one-hour time slots available for your appointment: 9am-5pm Monday to Friday and 8am-12pm on Saturdays.

    If you have only placed sunglasses in your Click & Collect basket, don't need prescription lenses and simply want to try on your chosen sunglasses and then buy them, you don't need to make an appointment. Visit your chosen partner optician any time during their opening hours, try them on and make your purchase.

  • How long will Click & Collect orders be kept at the optician?

    If you miss your scheduled appointment at your Click & Collect partner optician and do not arrange a new one with your partner optician, the items you ordered will be returned to Silhouette.

    If you have only placed sunglasses in your Click & Collect basket and you simply want to collect them without an appointment with your partner optician, your order will be kept for you for 14 days at your Click & Collect partner.

  • How many pairs of glasses can I order at once?

    With Click & Collect, you can order a maximum of 3 pairs of glasses to be sent to your chosen partner optician.

  • Why is the price at the Click & Collect partner different from the one on the website?

    The price indicated on our website is the suggested retail price. The actual price varies from one Click & Collect partner optician to another. The price excludes prescription lenses.

  • When is the earliest I can make an appointment at a Click & Collect partner?

    Because it can take 3-4 working days for the order to be delivered, the earliest appointment you can arrange at your Click & Collect partner optician is on the 4th day after the order is placed.

  • How will I know when an appointment request has been confirmed?

    Your chosen Click & Collect partner will confirm your appointment request within 24 hours (working days only). You will also receive another email confirming your appointment slot.

  • How will I be notified if an appointment needs to be postponed?

    If the Click & Collect partner cannot accommodate your chosen appointment time, they will get in touch with you by email or telephone (if you have given your phone number) to arrange a new time.

  • Can a Click & Collect order be cancelled?

    It is not possible to cancel a Click & Collect order on the website silhouette.com. If you can't make your appointment, please contact your chosen Click & Collect partner optician directly. You can find their contact details in your order confirmation email.

  • What happens with the glasses if the appointment doesn't happen?

    If you miss your scheduled appointment and do not arrange a new one with your partner optician, the items you ordered will be returned to Silhouette.

  • Will I get a consultation about prescription lenses on the day?

    When you place an order, you can try on the items at the Click & Collect partner optician. The optician will give you a consultation, adjust your glasses according to your individual requirements and, if need be, arrange for prescription lenses to be made. If you need prescription lenses, either bring your prescription along or arrange an eye test with the optician on the day.

  • What do I need to bring to my appointment at the optician?

    Bring a printed copy or digital proof of your order confirmation so that your Click & Collect partner can give you the items you ordered.

    Otherwise, if you have a prescription from a consultation with an eye specialist, bring this along to your appointment. Alternatively, the partner optician can do an eye test for you.

  • Can I change or cancel my appointment if necessary?

    If you can't make your appointment or need to postpone it, please get in touch with the partner optician directly.

  • Is Click & Collect available for all glasses?

    Click & Collect ordering is available on selected products only. It does not include our luxury collections Elegance and Atelier or prescription glasses in the Accent Rings range.

  • Is there a difference between ordering optical eyewear and sunglasses?

    If you only have sunglasses in your basket and want to try them on without having a consultation, then you don't need to make an appointment. Simply visit your Click & Collect optician to collect and try on your order at any time during their normal opening hours.

  • Do I need to create a customer account to place a Click & Collect order?

    You can place a Click & Collect order using the following options:

    • I want to check out as a guest
    • I want to create a customer account
    • I want to sign in
  • What personal information do I need to submit to place a Click & Collect order?

    We only require information that is necessary to process your order: form of address, first name, last name, email address. A telephone number is optional. Your data is only processed in order to complete your Click & Collect order and is passed on to the Click & Collect partner for this purpose. You can find out more information about this in our privacy policy.

  • Who can I get in touch with if I have any questions about my Click & Collect order?

    If you have any questions about an appointment or if you want to postpone it, please contact the Click & Collect partner directly.

    It is not possible to add more glasses to your Click & Collect order. If you would like to order more pairs, please create a new order.

    If you have questions for Silhouette directly, which do not concern your chosen Click & Collect partner, please get in touch with us at:
    Austria: at.silhouette.service@silhouette-international.com

  • Is the Click & Collect service available worldwide? Can I order products from another country?

    At the moment, the Click & Collect service is only available in Austria and Germany. You can only have orders sent to partner opticians in these countries.

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Silhouette Virtual Try-On FAQs

  • How does the Virtual Try-On tool work?

    You've seen some glasses you like. Now you can try them on virtually on our website. It's a great way to get to know our extensive product range and to find out which of our various models suit you the best.

    To do a Virtual Try-On, take a video of your face using the camera on your device (desktop PC, laptop, tablet or smartphone). Make sure that you follow the instructions on how to move your face. You'll also be asked to hold a standard-sized credit card in front of your face (this is an optional step that you can skip) — please use the reverse side of the card so the camera doesn't capture your personal information. Putting the credit card in the frame ensures that the glasses are displayed at the right size. Now you're all set to try on models from our wide range of prescription glasses and sunglasses that are available to try with our Virtual Try-On tool.

  • How can I access the camera?

    The Virtual Try-On tool will ask your permission to use your camera. Once you have granted permission, the tool will use the camera on your device.

  • Where can I find the Virtual Try-On tool on silhouette.com?

    You can find the Virtual Try-On tool on the Silhouette website. Simply follow this link: www.silhouette.com/virtual-try-on. In addition, all products that can be tried on virtually can be identified by an icon. You can also access the tool via the product page of any item with Virtual Try-On capability.

  • Can Virtual Try-On footage be downloaded as an image?

    Yes, the Virtual Try-On tool allows you to download the video footage as an image.

  • Can Virtual Try-On footage be saved?

    You can view the video recording in your user account for 1 year after it has been taken. However, this depends on the availability of your user account (which varies depending on your country) or whether you have accepted browser session cookies with a duration of 90 days. This happens automatically as soon as you re-start the Virtual Try-On process. The process works with session cookies provided that the cookies stored via your browser have not been deleted in the meantime. You can delete the video at any time. Our software provider ditto Technologies Inc. stores data on their servers for 2 years. You can ask our software provider to delete your data at any time by revoking your consent.

  • Why do I need a credit card for the video?

    The credit card is used to help scale the glasses so that they are displayed on the face at the right size.

  • How can the video quality be improved?

    Please ensure that you take the video in a bright, well-lit place. You will also achieve better results in the video if your hair is pulled back and your ears are visible. Look directly into the camera on your device and follow the instructions guiding you through the Virtual Try-On process.

  • How realistic are the glasses in the Virtual Try-On?

    The glasses and colours are displayed in a realistic way. There may be minor differences due to the way different screens are set up.

  • Which glasses can I try on with the Virtual Try-On tool?

    The Virtual Try-On tool is available for a selected range of optical eyewear and sunglasses. The models which have a Virtual Try-On option are highlighted with an icon.

  • Can you see at a glance which products can be tried on virtually?

    There is an icon that shows which products have a Virtual Try-On option.

  • Where can I get help if I encounter any technical problems?

    If you have any problems when using the Virtual Try-On, please get in touch with us via our contact form.

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Questions about your Silhouette

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