Frequently asked questions

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  • How can I buy/order something from the Silhouette online shop?

    1. Click on the menu item ‘Sunglasses’ to see which sunglasses are currently available through the online shop.
    2. Click on the item you would like to purchase. You will then see the product description page with further details about the item you have selected (including product images, specifications and price). You also have the option to try on the item you have selected using out Virtual Try-On Tool.
    3. Click ‘Buy now’ to add the glasses you have selected to your shopping basket. After that, you have the option to continue shopping or you can immediately place your order (‘Go to checkout’).
    4. You can place your order either as a guest, using your existing account or by creating a new account.
    5. You will see a list of the items you have selected in the shopping basket. You also have the option to change the quantity of each item in your shopping basket, or to remove items from the shopping basket. You will also see the total price of your order, including value-added tax (VAT).
    6. Please enter your details (first name and surname, email address and postal address). If your delivery address is the same as your billing address, please choose the option for this or else enter the correct billing address. We are only able to ship to addresses within the country that the online shop you are using serves.
    7. Next, please select the payment method you wish to use (credit card, direct payment using the Sofort online banking service or PayPal) and enter your payment details.
    8. To finish placing your order, please review the items in your shopping basket one last time and confirm that you have read and accepted our General Terms and Conditions (GTC). You will then be transferred to our payment service provider to complete your purchase using the payment method of your choice. After your payment has been successfully processed, you will be automatically redirected to the payment confirmation page on the Silhouette website. You will also receive a confirmation email containing your order details. In certain exceptional cases, it may take a little longer before you receive your confirmation email.
  • When is my order complete?

    When you have successfully completed your order, an order confirmation will be sent to the email address you provided. Your order is completed once Silhouette International Schmied AG sends the shipping confirmation. If you do not receive a shipping confirmation in your inbox, please check your spam folder.

  • Can I use a different delivery address than my billing 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.

  • Can I buy prescription glasses from the online shop?

    Currently, our prescription glasses are only available through our partner opticians who offer a premium service that ensures the glasses will fit you perfectly and provide optimal comfort.

    You can also use our Click & Collect Service at www.silhouette.com to order prescription eyewear frames and have them delivered to a partner optician near you if this service is available in your country.

  • How can I pay for my order in the Silhouette online shop?

    We currently offer the following payment options:


    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 transferred to us securely using SSL encryption. The payment transaction is automatically carried out by the credit card company. Your credit card will be debited immediately and we will process your order. Please note that as of 1 January 2021, two-factor authentication is required for all purchases made online using a credit card or payment service.


    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 offers Buyer Protection, so you can place your order with complete peace of mind. If anything goes wrong with your order, you will receive a full refund from PayPal.
    Immediately after you place your order, the payment will be deducted from the bank account linked to your PayPal account. The advantage of this for you is that the order is processed more quickly, and in many cases, you order will be shipped on the same day (if the items are in stock).


    Direct payments using Sofort
    If you choose to make a direct payment, you will be redirected to the website of the online payment provider SOFORT GmbH. Sofort direct payments are also subject to the Second EU Payment Services Directive (PSD2). This means you will also need to verify your identity using two-factor authentication. If you choose to use Sofort to process your payment, you will be asked to log in to your bank account online. You will then be asked to complete a second authentication, which varies depending on your bank (for example, scanning your fingerprint on your smartphone or entering a TAN code). By logging in, you grant Sofort access to your bank account. You then confirm that you wish to transfer the payment to us. Please note that we have no influence over the way Sofort collects, uses and processes your (payment) data. Once we receive payment confirmation from Sofort, we will officially accept and start processing your order. You will receive further information during the order process. Please refer to Sofort’s privacy policy, which will be displayed separately when you use their service, as well as their statements regarding PSD2.

  • What can I do if I am unable to complete the payment process?

    In case of any difficulties completing a payment using the payment method of your choice, please check that you have entered all your payment details correctly and filled out all the additional fields.

    If your credit card payment is declined, please check:

    • that your credit card has not expired
    • that the name printed on your card matches the name on your billing address
    • your credit limit
    • that you have entered the correct card security code (CSC)
    • that 3D Secure is activated, because the transaction will be carried out using two-factor authentication (3D Secure)
  • Will I receive an invoice for my order?

    Your invoice will be enclosed in the parcel with your order. If your billing address is different from your delivery address, your invoice will be sent to your billing address in the post.

  • How long does it take for my order to be shipped?

    Most products are in stock and will be shipped immediately. You will receive them within five working 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.

  • How can I check the delivery status of my order?

    If you have created a customer account, you can log in to check your order's delivery status. As soon as your order leaves our warehouse, you will receive an email with a delivery confirmation and tracking code.

  • What are the shipping costs?

    Shipping is generally free of charge, regardless of the order value. Free return shipping is not available in all countries. Please see our General Terms and Conditions for more information.

  • Returns and refunds

    You will find a returns label included in your package. If for some reason it is not inside the package, you can request a new one from customer services. You do not have to pay any shipping costs when returning an item.

    If you cancel your order or return any items, all corresponding payments we have received from you will be reimbursed within fourteen (14) days after we receive notification/the products. Refunds will be issued to the same payment method used to place the original order (unless otherwise agreed).

    Please avoid damaging or using the goods and, if possible, return them in their original packaging including all accessory parts (with any protective packaging). You can still cancel your order within the first 14 days even if you no longer have the original packaging. In this case, please pack your item appropriately to ensure it is not damaged during transport.

  • Right to cancel

    You may cancel your order 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.
    To cancel an order, please fill out and submit the order cancellation form.
    To exercise your right to cancel, you need to advise us in writing before the end of the cancellation period.

  • Service and customer care

    Our customer service team is available from 8:00 to 20:00 from Monday to Friday, and 9:00 to 12:00 noon on Saturdays on the following email addresses:
    Austria: at.silhouette.service@silhouette-international.com
    Germany: de.silhouette.service@silhouette-international.com

  • Do I have to create an account to place an order in the Silhouette online shop?

    You do not need an account to place an order in the Silhouette online shop. You can also place an order as a guest.
    If you choose to create an account, you can check the status of your current and past orders any time, update your billing and delivery address and, if you use our Virtual Try-On Tool, you can save your Virtual Try-On images for up to one year.

    You can also enjoy the additional convenience of having a central account for all our online stores. That means you can also use your login details to log in on our evil eye store.

  • Do I have to create an account to place an order in the Silhouette online shop? How do I create an account?

    In the upper right side of the page, click ‘Login’. You will then be transferred to a page where you can either log in (if you have already created an account) or create a new account, so you do not have to re-enter your details the next time you want to place an order. You can also log into your account during checkout.

  • I cannot log into my account. What should I do?

    Please check to make sure you are entering the correct login details. If you’ve forgotten your password, click on ‘Forgotten your password?’ and enter your email address. We will email you a link to reset your password.

  • Made in Austria

    The Silhouette brand is synonymous with the very highest levels of precision, premium quality and innovation. Since our company was founded in 1964, we have continually invested in our production facilities in our home country of Austria. This has ensured that we can continue to maintain the position we have held for decades as a leader in quality in the premium eyewear segment. We set the highest standards for craftsmanship and are unwaveringly committed to quality and design as well as to our town of origin, Linz in Austria.

  • Why makes Silhouette’s high-tech titanium so special?

    Our titanium glasses are made using premium high-tech titanium.
    Compared to stainless steel, which is also used in the eyewear industry, high-tech titanium is seven times more flexible, without losing its shape. It weighs only half as much as stainless steel, making it extremely lightweight and comfortable to wear. It is also twice as strong, which makes titanium glasses highly durable and resistant to wear and tear.

    We owe the excellent quality of our glasses not just to the optimised titanium alloy we use but also to our production processes, which we continually strive to perfect. Our goal is to consistently achieve the best quality as we turn raw materials into the smoothest and most refined surfaces. We are committed to using all our materials as efficiently as possible and minimising waste. And all of this enables us to deliver the high quality that our customers expect.

    Silhouette eyewear is made entirely without screws and many of our models are also made without hinges. High-tech titanium is an extremely flexible and durable material. It is hypoallergenic, making it an excellent choice for customers with sensitive skin. The combination of these exceptional properties enables us to create the most comfortable glasses while also expanding the possibilities of our unique minimalistic designs. High-tech titanium is also resistant to cosmetics and UV light. What’s more, it perfectly maintains its shape for a comfortable fit, day in and day out.

  • What is the country of origin for the titanium Silhouette uses?

    Titanium is the main material we use to make our eyewear. All the titanium we use consists of special alloys that are not available in Europe and are sourced exclusively from Japan. Our suppliers there are ISO-certified and regularly publish their own sustainability reports.

  • What makes Silhouette’s SPX®+ so special?

    Our SPX®+ material offers clear and proven benefits for manufacturing plastic glasses. All the materials we use to make our eyewear must be able to fulfil specific requirements with regards to lightness, finish, precision, flexibility and strength. SPX®+ is processed using state-of-the-art injection moulding, enabling us to create nearly any shape or dimensions for each model, working either manually or semi-automatically. This enables us to work with far greater precision than conventional techniques which involve milling frames out of acetate. SPX®+ types with different degrees of hardness are fused together using composite injection moulding technology. For example, a softer plastic is injected over the hard temple inlay to make the temple soft and comfortable. Combining innovative materials and techniques enables us to minimise waste during production.

    SPX®+ maintains its shape perfectly despite its extreme flexibility. It is twice as strong as acetate, although it is nearly 40% lighter. The perfect balance of lightness and strength makes it an ideal material for creating unique minimalistic designs that offer the highest comfort and functionality. The flexible, heat-resistant material never loses its shape and fits comfortably and securely all day long. With SPX®+, you never have to worry again about uncomfortable pressure points on the nose or behind the ears.

  • From which country of origin does Silhouette source its SPX®+?

    The polyamide granulate for SPX®+, which is also one of the main materials we use to create our eyewear, is made by a renowned supplier in Switzerland with a responsible corporate approach to environmental protection, safety, health and social responsibility.

  • Packaging

    All Silhouette eyewear comes with a lens cleaning cloth, a matching case and an information leaflet.

  • How can I find out which frame size/temple length is right for me? What should I keep in mind?

    Please arrange an appointment with an optician near you to find out which frame size and temple length are right for you. They can perform the necessary measurements to determine the right sizes.

  • How should I clean and care for my glasses/sunglasses?

    To ensure perfect vision and functionality, clean the lenses regularly with clean water and a soft cloth. We recommend using the cleaning cloth that comes with your glasses, or a similar micro-fibre eyewear cleaning cloth. You can also use a mild soap, washing-up liquid or standard commercial eyewear cleaners. Never rub the lenses dry, but lightly dab them with a soft cloth or leave them to air dry instead.

  • How should I transport my Silhouette eyewear?

    To avoid damaging them, always store and transport your glasses/sunglasses in a suitable case.

  • Are Silhouette glasses cases also available for sale?

    When you buy a pair of Silhouette glasses, you will always receive a matching Silhouette case to go with them. If you need a new case, please get in touch directly with one of our partner opticians near you.

  • What are the technical specifications of Silhouette sunglasses?

    Silhouette sunglasses offer anti-glare protection and 100% protection against UV radiation (UVA/UVB/UVC, up to UV 400). They also keep your eyes protected from snow, rain and wind. All Silhouette sunglasses lenses are made from durable polycarbonate, making them extremely break-resistant. They also include back-surface anti-reflective coating.

    They do not provide suitable protection against heavy impacts, hard objects, looking directly into the sun, lamps with high radiant energy or sunbeds.

  • How do I tell the protection level of my sunglasses using the numeric code on the inner side of the temple?

    Silhouette sunglasses lenses are made from polycarbonate and meet the international requirements for protection against UVA, B and C rays.
    If you want to know which filter category and international standard your lenses comply with, check the code that is stamped on the inner side of the temple.

    The first digit specifies which standard is used (EU, Australia or USA); the digit in parentheses specifies the filtering category the lens belongs to, and how the lens is intended to be used.


    Category 0: Untinted to lightly tinted; light transmittance between 80 and 100%. The lenses can be worn while driving either in the daytime or at night.

    Category 1: Lightly tinted; light transmittance between 43 and 80%. The lenses can be worn while driving in the daytime but not at night.

    Category 2: Moderately tinted; light transmittance between 18 and 43%. The lenses can be worn while driving in the daytime but not at night.

    Category 3: Dark tinted; light transmittance between 8 and 18%. The lenses can be worn while driving in the daytime but not at night.

    Category 4: Very dark tinted; light transmittance between 3 and 8%. The lenses cannot be worn while driving.

  • What are the advantages of Silhouette Light Management®?

    We developed our patented Silhouette Light Management® lens technology specifically for our sunglasses. This unique lens-making technology is exclusive to Silhouette sunglasses.
    Silhouette Light Management® lenses provide a pleasant brightening effect and comfortable vision along with complete sunlight protection, enabling you to enjoy all the following benefits:

    • Enhanced colour brilliance for vivid, intense colours with a focus on cool and warm tones

    • Stronger contrasts so you see more detail with enhanced depth perception

    • Total protection: 100% UV protection up to UV 400, along with absorption of harmful blue light, and strong anti-glare and flash protection

    Silhouette Light Management® technology is integrated into most of our sunglasses models, but it is not technically feasible in models with lighter lenses, such as Classic Gradients.

  • What are the advantages of polarising lenses?

    Silhouette's POL filter gives you extra protection against glaring sunlight and strong reflections. Our polarising lenses deliver relaxed vision so your eyes do not become fatigued as quickly.

    Please remember that wearing polarised glasses may limit your ability to see images on liquid crystal displays such as smartphones, laptops and dashboard displays etc.

  • Are there clip-ons available for rimless prescription glasses?

    We offer clip-ons in two different colours: grey and brown. In general, clip-ons are available for most of our rimless glasses. The lenses have a polarising (POL) effect.

    In addition to the clip-ons, we also offer Style Shades. Unlike clip-ons, Style Shades are available in 5 different lens shapes (each in 2 sizes) and three different colours. The Style Shades let you instantly transform your rimless prescription glasses into a pair of stylish sunglasses. While the clip-ons always have the exact same shape as the lenses of your rimless glasses, Style Shades let you create an entirely different look.

    Both clip-ons and Style Shades give you 100% UV protection and a POL filter, so you always enjoy clear vision. They are also light as a feather, making them extremely comfortable to wear.

  • What is Silhouette Vision Sensation®?

    Silhouette Vision Sensation® means that your glasses are ‘100% Silhouette’—this guarantees the highest quality from the lenses and frames to the service you receive.

    We design and create all our lenses and frames ourselves at our headquarters in Linz, Austria.

    • Our consistent approach to how we design and create our glasses guarantees a tailor-made look and feel.
    • At our Silhouette Lens Lab, we adjust each pair of lenses to meet our customers’ individual needs.
    • By the time the glasses are ready to be shipped to you, they have already passed 100 quality checks to make sure they meet our strict standards.
      Find our more about Silhouette Vision Sensation®.
  • Can I buy glasses directly from Silhouette?

    Silhouette glasses are available for sale from our partner opticians. To find a partner optician near you, please use our Retailer Search tool on our website. Our partner opticians can advise you on choosing the right pair of Silhouette glasses.

    We also offer our Click & Collect service, which lets you have three pairs of Silhouette glasses of your choice shipped to a partner optician near you. You can then try on the glasses at the optician’s shop and pay for the pair(s) you wish to keep. Our Click & Collect service is currently available in:

    • Germany
    • Austria
    • United Kingdom (excluding Northern Ireland)

    You can also buy Silhouette sunglasses directly from our online shop in:

    • Germany
    • Austria
    • USA
  • How can I find a Silhouette retailer near me?

    Please use our Retailer Search tool on our website to find a Silhouette partner optician near you.

    You can search be entering the name of your town/city or entering your postcode.

  • Where can I take part in an eyewear style consultation?

    If you are searching in a country where we also offer eyewear style consultations, you will also find a filter for this option in the Retailer Search. This lets you easily search for opticians who can provide you with an eyewear style consultation. Use the Contact option in the Retailer Search to get in contact directly with a partner optician.

  • Are Silhouette glasses available through any online retailers?

    Our sunglasses are currently available for sale in our online shop in:

    • Austria
    • Germany
    • USA

    If you are located outside of these countries or if you would like to buy Silhouette prescription glasses, please visit any of our partner opticians near you.

  • I would like to have my Silhouette glasses adjusted. Where can I do that?

    If you would like to have your Silhouette glasses adjusted, please visit any of our partner opticians near you. They will adjust your glasses to ensure they fit perfectly to provide the Silhouette comfort that you expect.

  • I would like to apply for a job at Silhouette. Where can I submit my application?

    Thank you for your interest in our company. We invite you to apply directly on our website for any positions that are currently available.

    To see which jobs are currently available, please visit our corporate website.

  • Can I take a tour of the Silhouette production facility?

    Our company headquarters is not open to the public.

  • About Silhouette

    Our success story began in 1964 when Anneliese and Arnold Schmied founded a new eyewear company driven by their long-term vision and passion. They were united by a vision of creating the world’s most beautiful eyewear, with an unwavering commitment to superior quality.

    Headquartered in Linz, Austria, Silhouette International Schmied AG is now the global market leader in premium eyewear, with a workforce of around 1,400 employees. Today, three generations later, our company is still 100% family-owned. The company sets high standards for craftsmanship and is firmly committed to quality and design as well as to its town of origin, Linz in Austria.

    Our family company’s leadership team consists of CEO/CFO Reinhard Mahr, COO Thomas Windischbauer, CSO Christian Ender and CMO Michael Schmied.

    Learn more about Silhouette.

  • What is Silhouette doing to promote sustainability and protect the climate?

    Our company has always been guided by a strong sense of responsibility towards the world around us. We are committed to striking a healthy balance between people, the planet and our company’s success. We believe that we can actively shape the future for the better. And that is an opportunity that we do not want to miss.

    As part of our long-standing commitment to sustainable business practices, Silhouette International serves as a role model as an active member of multiple sustainability organisations, including the Austrian Climate Federation, which we joined in early-2020.
    Companies in the Austrian Climate Federation are committed to sustainable business practices, responsible handling of resources and our responsibilities towards society.

    At Silhouette, we are dedicated to protecting the planet. That's why we've put the strictest environmental protection policies in place throughout our company, far exceeding the legal requirements. In 2021, we became the only eyewear brand ever to be certified under the European Commission's Eco-Management and Audit Scheme (EMAS).

    For a detailed description of all our activities in the areas of sustainability, climate protection, social responsibility and our long-term vision for our company and region, please read our full sustainability report.

  • How can I contact Silhouette?

    You can also reach us any time by submitting your query using your Contact form.

    If you are a business customer (eyecare professional), please contact our local support team in your country.

    If you are a member of the press, please find our press contact details on our Newsroom page.

    We will respond to all queries as quickly as possible. In some cases, it may take longer to get back to you. Thank you for your patience!

  • 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. 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.

  • 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: click&collect@at.silhouette.com
    Germany: click&collect@de.silhouette.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 Germany, Austria and Great Britain. You can only have orders sent to partner opticians in these countries.