Placing an order on our website is a process designed to make it convenient and simple for you. We'll accompany you every step:

1. Select the product:

   • Lentillas:

     • If you already use one in particular, select type, graduation and amount.

     • If you still don't know, you can use the option “We help you find your contact lenses” or make an appointment in your usual perspective.

     • Choose between Single Purchase if you only need a one-off order, or Subscription, if you would like to forget to place orders and receive your contact lenses automatically with the frequency you choose.

     • Once the product has been set, click “Add.”

   • Sunglasses or accessories:

     Choose the model and the colour and click on “Add.”

   • View glasses:

     Our website does not allow you to place prescription glasses orders, but we offer you several options to adapt to your needs:

     • Buy glasses without graduation with blue filter:

       Ideal for protecting your eyes from blue light on electronic devices. Just choose the model and the colour and click on “Add without graduation with blue filter.” As this product is expressly manufactured under your request (personalized product), it does not allow a refund for the right of withdrawal.

     • Request appointment to graduate in optics:

       If you want to know or update your graduation and check availability of the frame in store to purchase it with prescription lenses, click on “Request appointment to graduate in optics” and book an appointment in your preferred optician and schedule.

     • Request a glasses quote + prescription lenses:

       When you click on “Request quote,” you can set up the glasses you like quickly (visual defect type, lenses and treatments). The budget is indicative. The final price and availability of the frame will be confirmed in the optical, where our professionals will advise you in a personalised way according to your needs and lifestyle.

2. Review your basket:

   Make sure everything is correct and click on “Order.”

3. Identify yourself:

   You can log in, create an account or continue as a guest.

   
   

   • If you started a session before you start the purchase, choose the “home delivery” method or “pick up free in-store.”

   • If you log in, enter your email address and password and choose the “home delivery” method or “pick up free in-store.”

   • If you would like to continue as a guest, please enter your email address to be able to track the order. Next, choose the “home delivery” method or “pick up free in-store.”

   
   

   Once the send details have been entered, enter the contact details “name,” surname “and” telephone number “and click on” Continue to summary. “

4. Review the summary:

   Confirm that the information is correct before making the payment and click on “continue to payment method.”

5. Choose how you want to pay:

   Card, Bizum, Klarna, Google Pay or PayPal.

If you need an invoice, mark the option “I want a purchase invoice” and complete the billing details. To complete the order, review the purchasing conditions and the data protection policy and mark the acceptance box.

Once the purchase is complete, you will receive a confirmation email with all the details of your order.

It depends on how you placed your order:

• Order as guest:

  You will receive an email with the tracking link as soon as your order leaves our logistics centre. If you can't find it, you can contact our Customer Service team and we'll be happy to help you.

• Order with your account:

  You can view the status at any time from “My profile” → “My orders.” In addition, when the order is sent, you will receive an email with the follow-up link.

Whenever you place an order on our website, we will automatically send a confirmation email. If you have not received it, we recommend:

• Review spam folder or spam folder.

• Confirm that your email address is correct (you can review it in your profile).

• Wait a few minutes as sometimes the transfer may take a slight time.

If you do not receive it yet, do not make a new order. Contact our Customer Service team, indicating the email address used in the purchase.

An order can be cancelled, among other reasons, for:

• Incidents with payment

• Stock breakages

• Incomplete or incorrect details

• Any one-off technical incident

In these cases, and in accordance with our Terms and Conditions of Purchase, we will inform you as soon as possible.

Once the purchase has been confirmed, the order is automatically prepared, so subsequent modifications cannot be made.

This does not affect your right of withdrawal, which you can exercise according to the terms and conditions established in the current regulations.

If you think your order has been made by mistake, contact our Customer Service team as soon as possible, indicating your order number or the email address you made the purchase:

📧 Atencioncliente@multiopticas.com

Please note that if the order is already in preparation, it will not be possible to cancel it. This does not affect your right of withdrawal.

• Bank card

• PayPal

• Bizum

• Google Pay

• Klarna (deferred payment)

If the payment has not been completed, please check:

• The details entered

• The authorization of your bank or payment app

• Check that no charge has been made

• Try another payment method

If the problem persists, please contact our Customer Service team, as this could be a general technical issue of the website.

In the basket you will find the option “I have a coupon discount.” Enter the code and the discount will be applied automatically before the purchase ends.

You can request it once the order has been delivered:

• From your profile, in “My orders” → “Request invoice”

• By email, indicating order number, DNI, full name, full address and email address: Atencioncliente@multiopticas.com

Orders placed on physical opticians are not shown in your online account. To view the status or details, please contact the optician where you made the purchase.

We want you to enjoy your purchase as soon as possible. That is why we take care of each phase of the shipment, adapting the times according to the type of item and the delivery area:

• Regular orders (sunglasses and accessories)

  • Mainland Spain and the Balearic Islands: 1-4 Working days

  • Canary Islands: 2-8 Working days

  • Ceuta and Melilla: 3-7 Working days




• Orders with contact products

  These items require specific preparation, so the delivery may take up to 2 working days to be added to the regular order deadlines.




• Orders with glasses with lenses without graduation + blue filter (blue stop)

  As it is a custom item, manufactured exclusively once you place your order, the delivery time is higher than that of a regular order

  • Mainland Spain: 7-10 Working days

  • Canary Islands: 8-12 Working days

  • Ceuta and Melilla: 8-12 Working days

During periods of high demand (such as Black Friday, sales or special campaigns), preparation and delivery times may vary slightly.

Shipping costs depend on the delivery area:

• Mainland Spain and the Balearic Islands: Shipping costs: €3.90

• Canary Islands: Shipping costs: €5.90

• Ceuta and Melilla: Shipping costs: €28 *

* In Ceuta and Melilla, customs and tax expenses are paid at the time of delivery.

Select the “Collect free in-store” option and choose the optician where you want to collect your order. When the order leaves our logistics centre, we will let you know by email and you can pick it up from the selected optics within 1 to 2 working days.

You will have 7 days to collect it by sending the confirmation email. If it is not collected within that period, the order will be returned to our logistics centre and the reimbursement will be managed, provided that it is not a customised product. In this case, our Customer Service team will contact you to agree on a new delivery.

This does not affect your right of withdrawal, which you can exercise within the periods and conditions established by the current regulations.

• If you made the purchase through your account:

  You will find the updated information in the “My orders” section.

• If you made the purchase as a guest:

  We will send you an email with the follow-up link as soon as your order is sent.

If you are not at home, the carrier will try to contact you by phone and make a second delivery attempt on the next working day.

If the order is rejected or cannot be delivered after the attempts, it will return to our logistics centre. In this case, the reimbursement will be managed provided that it is not a personalized product. For customised products, our Customer Service team will contact you to agree on a new delivery.

This situation does not affect your right of withdrawal, which you can exercise within the periods and conditions established by the current regulations.

Once the order has been confirmed, the process is activated automatically and the delivery address cannot be modified.

However, when you receive the “order on the way” email, you can update the data through the transport company's tracking link, provided that this option is available.

It is not currently possible to select a specific date or time slot, since delivery depends on the route organized by the transport company.

Yes, you can authorize another person to receive your order:

• Delivery to home: The carrier shall register the person receiving the order at the address indicated.

• Optical collection (Click & amp; Collect): The person collecting the order must submit a supporting document, such as the confirmation email, in order to correctly identify the delivery.

In some cases, if after several attempts it is not possible to contact you or an alternative delivery has been authorized, the order can be left at a nearby point (e.g. a Pack Point). In that case, the location will be notified.

If you do not manage to locate it, contact our Customer Service team through the available channels and we will help you to resolve it.

Yes, we send to the Canary Islands, Ceuta and Melilla. On the other hand, we do not make international transfers.

If your order has any incidents related to the preparation or transport (incorrect product, lack of any item or damage), please contact our Customer Service team by email within 3 days of delivery to manage it as soon as possible:

📧 Atencioncliente@multiopticas.com

If you include the following information, we can help you faster:

• Order number

• Brief description of the incident

• Product and packaging photos

This period only applies to incidents of preparation or transport and does not affect your default warranty rights, which will remain in force in accordance with legal regulations.

If, when you receive your order, the product is correct, but you decide to return it because it is not what you expected or you have changed your mind, you have two channels to make the return:

1. In any of our opticians

You just need to go with a receipt of the order, for example, the confirmation email, so that they can identify it and manage the return.

2. Sending it to our logistics centre

You can send us your order using the courier company you prefer. Please note that:

• We do not collect orders.

• Shipping costs will be payable by you, as this is not a manufacturing defect or an error in the order.

• It is essential to include the order confirmation email in the package or, failing that, a note with the order number and your contact details.

Once we receive your package, we will check its status and, if you meet the conditions for refund for withdrawal, we will process the refund using the same payment method used.

Addresses of our logistics centres

Mainland Spain and the Balearic Islands:
Multiópticas (Refunds)
Avenida de los Reyes, 5
28770 Colmenar Viejo (Madrid)

Canary Islands:
Multiópticas (Customer Service)
Pol. IND. Monte Blanca, C/El Mirador nº 17 (parcela 9)
35413 Arucas (Las Palmas)

Ceuta and Melilla:
Send to the address of mainland Spain/Balearic Islands, assuming the customs office expenses.

We do not currently make any direct changes.
If you want a different product, you can return your order for withdrawal and make a new one. Before starting the return, please note that:

• Customised products, whether purchased individually or as part of a package or promotion, do not allow returns.

• Packs or items purchased at a promotional price must be returned complete.

You have 14 calendar days from the receipt of the order to make the return.

It depends on the channel you choose:

• In terms of: The management is carried out almost immediately after the return has been recorded.

• Send to logistics centre: Once the package has been received and its status verified, the management is usually completed in 1 or 2 working days.

The reimbursement will be processed through the same payment method used. The term may vary depending on your bank and the time we receive the refund, but it is usually completed in one or two days and will never exceed the legal period of 14 days.

If you have not received the reimbursement after one week from the confirmation of the refund, contact our Customer Service team so we can help you.

They will not be able to return:

• Customised items, such as glasses without graduation with blue filter lenses (blue stop).

• Contact lenses or liquids that have been unsealed, used or handled.

• Products that show signs of use. You can check the product to make sure it fits your expectations, provided that it is kept in good condition and without any signs of use beyond a basic review.

Refunds for online purchases are managed in accordance with the website's purchasing conditions, regardless of the channel used to return the product.

• Optical: The team will explain the reason why it cannot be accepted. As this is a channel other than that of sale in the optical field, you must contact our Customer Service team for any claim.

• Refund sent to our logistics centres: Our Customer Service team will get in touch with you to inform you and explain the situation.

No.
The packs and products purchased in the promotion are indivisible, so it is not possible to return items separately or combine them with other packs or promotions.

If your order has any defect that has not occurred in transport, contact our Customer Service team by email so that we can manage it as soon as possible:

📧 Atencioncliente@multiopticas.com

To streamline management, we recommend that you include:

• Order number

• Short description of the defect

• Photographs clearly showing the incident

Once the information has been received, we will analyze the case and offer you an appropriate solution as soon as possible.

At Multiopticas we follow the current regulations to guarantee your visual health. Royal Decree 192/2023, which regulates healthcare products in Spain, establishes the requirements for correct distribution and control by authorised professionals.

For this reason, prescription glasses cannot be purchased online. It is essential to deliver in an authorized optics, where an optician-optometrists can adjust the frame to your face and check that the lenses are correctly adapted to your visual needs.

If you need prescription glasses, we'll look forward to seeing you in our opticians. Request your appointment whenever you need it and let our team advise you on a personalised basis to find the perfect glasses for you.

We do not currently offer a home test service. However, you can try our frames in optics, where our teams will advise you on materials, sizes and styles to help you find the option that best suits you and the lenses you need.

We want to make sure that your shopping experience is comfortable, practical and fully satisfactory.

The price shown on the website is for guidance and is designed to help you have an initial reference. It includes the selected frame and the prescription lenses configured according to the data you provide.

During your optical visit, our opto-optometrist will offer you personalised advice and, if necessary, recommend additional options for both frames and lenses (treatments, thicknesses or specific materials) to obtain the best visual result.

For this reason, the final price is always confirmed in the optical field, after the professional valuation.

On the online channel, the models available are sold only as complete glasses, as the frames and lenses are part of the same product. If you're looking for glasses without graduation, you can purchase models with blue stop lenses, ideal for screen protection.

For the purchase of glasses with prescription lenses, you can make an appointment with your optician, where our professionals will give you personalised advice.

Blue stop lenses feature a special filter designed to reduce exposure to blue-violet light emitting digital devices such as mobiles, computers or tablets.

They are an excellent option if you spend a lot of time in front of screens and are looking for greater visual comfort in your day-to-day life.

Lenses with blue filter treatment (blue stop) are designed to improve visual well-being in digital environments. Among its benefits are:

• They absorb approximately 20% of harmful blue light, helping to protect your eyes in the prolonged daily use of screens.

• They contribute to a more relaxed visual sensation during the day.

• They help reduce eye fatigue and tiredness.

• They reduce certain reflections that may be annoying in the face of artificial light or screens.

• The effects may vary depending on the user and the type of use.

They are ideal for both users with graduation needs and those who are looking for additional protection without graduation.

With our subscription, you will automatically receive your contact lenses, either at your home or in your usual optician, at the frequency you choose. It is a fully flexible service: You can modify, pause or cancel it at any time from your account.

In addition, transfers are free of charge for orders from €30 and we will notify you 10 days in advance before each shipment.

When adding a payment method, you authorize the automatic collection of the next transfers while the subscription remains active.

From “Recurring purchases” you can:

• Send an order immediately:

  To receive your contact lenses before the scheduled date. When you click “Send immediately,” an order is generated instantly, which you will receive within 2 to 6 working days.

• Allow a shipment:

  If you do not need to receive the order in a specific month, you can click on “Send it” and leave that shipment alone.

• Change the date of the next transfer:

  It allows you to advance or delay your next order by selecting a new date through the set calendar. It's as easy as setting the desired date and saving the changes.

• Modify the shipping frequency:

  You can adjust how much you want to receive your contact lenses (monthly, bimonthly, quarterly, etc.) from the “Frequency” box.

• Change the units:

  If you need more or less cartons per shipment, change the amount from the “Amount” box.

• Start subscription:

  Ideal if you just need a temporary rest. You can do it from More options & gt; Start subscription, without cancelling it permanently.

• Cancel your subscription:

  When you do not wish to continue, go to More options & gt; Cancel subscription and follow the steps. If the next transfer is already in process, the cancellation will be applied to the following transfers.

• Allow a specific product:

  If you wish to exclude only one product from your next shipment, select More options & gt; Omit product from the same product.

• Reactivate a subscription:

  If you have paused or cancelled a subscription, you can reactivate it at any time by clicking on “Reactivate subscription.”

* The modifications may take up to 24 hours to process.

In this case, you must cancel the current subscription and place a new order by activating a new subscription with the updated graduation.

Remember that contact lenses are a medical product and must always be used following your optician-optometrist's recommendation.

We recommend:

• Review your email in case there are updates to the order.

• Check in your customer area if the order appears as In store or Sent.

• If you have any questions, contact our Customer Service team, through any of the channels provided.

If you have difficulty in following conversations, you need to increase the volume of the television or you often ask for things to happen to you, you could have hearing loss. The only way to confirm this is by means of a professional hearing test that assesses your case in a personalized way.

The price varies according to the level of technology, the functions (such as Bluetooth or top-up) and the level of customization required. After an hearing evaluation, the most suitable option is recommended for your needs and budget.

Yes, there are financing options that allow you to pay in instalments in convenient instalments. This makes it easier to access a complete hearing solution without the need for a major initial disbursement.

Yes, a test period is usually provided so that you can check how you adapt to hearing aids in real situations before making a final decision.

There are models with backheadphones, intracanal, invisible, rechargeable and Bluetooth connectivity. The most suitable will depend on your hearing loss, lifestyle and aesthetic preferences.

In many specialised centres, the hearing is free and without commitment. This is the first step to know your level of hearing and assess whether you need treatment.

They include legal guarantee and, in some cases, extended options with additional coverage. In addition, professional monitoring allows the device to maintain optimum performance.

A customised product is manufactured expressly according to your choice, so it is unique and cannot be reused for another customer.

In our case, glasses with blue (blue stop) filter lenses are made under your order and require an individualised technical process that includes removing generic lenses, carving and adaptation of new lenses with blue filter (blue stop) to the selected frame, as well as assembly.

As it is a product specifically manufactured for you, it is not susceptible to reuse or return as a standard product, unless it has any manufacturing defect or has suffered damage during transport. In these cases, please contact our Customer Service team.

• For purchases through the website:
  If the product shows the “Add” button, it means that it is available for immediate purchase. If it is not available online, you can view its availability in the nearest optician using our optical locator.

• For optical purchases:
  We recommend using the optical locator to contact your nearest optics directly and confirm the availability of the product.

When an item appears as exhausted, it means that there is no stock available at that time, although it could be available again soon.

Our teams work continuously on the replacement of the most demanded products, so we recommend that you review the availability later.

If you wish, you can add the product to your wishlist to easily locate it when it is available again.

The opticians and online store have independent stocks, which may vary depending on local demand, availability or specific campaigns. This can make an item in one channel and not the other. The advantage is that you always have two shopping options to find what you need in the most comfortable way.

You can download the declaration of conformity directly from the product file, by accessing the corresponding section within the article. This will give you quick and simple access to all the related regulatory information.

All our products have a warranty against material defects, manufacturing or assembly of both the product and any of its components. 3 During this period, if the item has a defect of origin, the guarantee covers the repair or replacement at no additional cost. Furthermore, while the guarantee is in force, it will be presumed that the defect is of origin, unless otherwise proven.

The guarantee does not cover damage derived from misuse, accidental impacts, natural wear due to unauthorised use or handling.

If your order has any defect that has not occurred in transport, contact our Customer Service team by email so that we can manage it as soon as possible:

📧 Atencioncliente@multiopticas.com

To streamline management, we recommend that you include:

• Order number

• Short description of the defect

• Photographs clearly showing the incident

Once the information has been received, we will analyze the case and offer you an appropriate solution as soon as possible.

If your order has any incidents related to the preparation or transport (incorrect product, lack of any item or damage), please contact our Customer Service team by email within 3 days of delivery to manage it as soon as possible:

📧 Atencioncliente@multiopticas.com

If you include the following information, we can help you faster:

• Order number

• Brief description of the incident

• Product and packaging photos

This period only applies to incidents of preparation or transport and does not affect your default warranty rights, which will remain in force in accordance with legal regulations.

Creating your account is very simple. Just go to the “Register” section on the website, complete your basic details and confirm the registration. In a few seconds you will have your personal space ready to use.

If you have problems logging in:

• Check that your email address and password are correct.

• If you don't remember your password, click on “I forgot my password” to reset it.

• If the problem persists, our Customer Service team will be happy to help you, contact them through the enabled channels.

Our emails may be arriving in your spam folder or spam folder. Add our address to your contacts or check them as “secure mail.”

If you do not receive them yet, check your profile for the communications enabled and that the registered email address is correct.

In your personal area you can view:

• Your online orders and their status

• Your personal details

• Your payment methods

• Your favourite items

• Your appointments

• Your favourite opticians

• Your recurring purchase

Everything is perfectly organized so you can find what you need in just a few clicks. In addition, your payment methods are stored in a completely secure way, so that you can make purchases with peace of mind and comfort.

Orders and graduations made in physical optics are not automatically shown in your online account. If you need this information, you can view it directly in your usual perspective and once you have it, add it to your profile.

Go to “My account” and you can update your personal details, addresses, payment methods at any time.

If you wish to delete your account, just request it through our Customer Service, by email to atencioncliente@multiopticas.com. We will manage your application securely, transparently and in accordance with current regulations.

Please note that the deletion of your account will not affect any data that we need to keep due to legal obligation, which will continue to be processed with maximum confidentiality and protection.

Requesting your appointment online is very simple. Just go to the “Request appointment” section on our website, choose the nearest optician, select the service you need and choose the day and time that best suits you.

In less than a minute you will have your booking confirmed.

Yes. From the confirmation email you will receive when booking your appointment, you can change the date, time or cancel the visit whenever you need it.

If you prefer, you can also contact your optician directly to manage any changes.

To make the review as complete and accurate as possible, we recommend that you take:

• Your current glasses, if you use them

• Your contact lenses or case, if you are a user

• Any report or prior graduation you have

This will allow us to better adjust the assessment.

If it's the first time you graduate, you don't need to have anything.

The management of delays depends on each approach:

• If you arrive only a few minutes later, they will do their best to help you whenever the agenda allows.

• If the delay is greater, the appointment may need to be rescheduled to ensure a suitable service for all patients.

In any case, we recommend that you contact your optician directly so that they can offer you the best possible alternative.

Our opticians can give you a complete visual examination.

The price may vary depending on:

• The type of test carried out

• The time needed for the assessment

• If the review is linked to the purchase of glasses in the optical field

To find out the exact price, you must consult it directly in your optician, as it is a service managed individually by each centre.

No. Online purchases and purchases in the opticians are independent channels, with management, promotions and own availability. This allows you to always choose the option that best suits you: The convenience of buying online or personalized advice in your perspective.

You can easily find the nearest optics using the optical search engine available on our website. Just enter your address, city or postcode, and you will see the nearest centre, along with its hours and services.

The opticians and online store can have different campaigns, promotions and commercial conditions, which can generate price variations between both channels. This allows you to always choose the option that best suits you at any given time.

Services may vary depending on the centre, but most of the opticians offer:

• Complete visual examinations

• Lens grading and adaptation

• Adjustment and repair of glasses

• Personalised advice on frames and lenses

• Audiology service (available only in selected opticians)

To find out exactly what services each optician offers, you can view it in its file within the website locator, where you can also specifically filter the opticians that have an audiology service.

Orders placed on physical opticians are not shown in your online account. If you need information about an order, just contact the optician where you made it and you can find out about the status or details you need.

You can request your graduation from your optician or by email at atencioncliente@multiopticas.com.

Please note that this is health information protected by data protection regulations, and therefore it is managed in accordance with the current legislation. Once the optician gives it to us, we will send it to you as soon as possible.

You can view the Terms of Purchase on our website, which details the terms applicable to orders, payments, shipments, refunds and other contractual aspects.

Multiopticas.com/en/terminos-y-condices-de-compas.html

If you believe your rights have been violated or you have been a victim or witness of harassment, discrimination or other irregular conduct, you can file a complaint through the company's Speak Up Channel.

The Speak Up Channel is a secure, confidential and accessible means that allows for possible legal breaches or behaviors that are contrary to the ethical code, guaranteeing:

• Confidentiality of information

• Protection of the complainant's identity

• The absence of retaliation

• Independent and objective management of the complaint

The complaint can be filed in an identified manner or, where permitted by law, anonymously.

If you need to file a complaint due to a disagreement or an incident related to a purchase made in an optical context, please contact your own optician or contact our Customer Service team by writing to
📧 atencioncliente@multiopticas.com.

Multiopticas.com/en/Canal-Reception.html

The Data Protection Policy is available on the corporate website and informs on how personal data, purposes, legal basis of processing and rights of users are processed.

Multiopticas.com/en/politica-de-privacida.html

The Rules of use of social networks can be consulted on the website and establish the rules of participation, behaviour and moderation applicable to corporate profiles.

Multiopticas.com/en/normas-usso-rress.html

The Cookies Policy is available on the website and explains what cookies are used for, and how to configure or reject them.

Multiopticas.com/en/politica-de-cookies.html

The Legal Notice includes the general information of the company that owns the website, the conditions of use of the website and the associated responsibilities.

Multiopticas.com/en/avso-legal.html