Ordering and delivery
Track your order
You will receive an email from our courier service with the tracking number as soon as the order has left the warehouse.
Enter it on the tracking website to view its status.
If the tracking number isn't working, please try again after a few hours as it may take some time for the system to update with the latest information.
Delivery time & costs
Please refer to our shipping terms and conditions for different shipping times and rates.
Order changes and cancellations
Order preparation is done quickly, so we cannot guarantee that we will arrive in time to make the change or cancel it.
Once an order has been processed, no changes or cancellations are possible.
However, please don't hesitate to contact our customer service team by email at contact@ouren.de. We will do our best to respond to your inquiry.
Returns & Exchanges
Exchange & return conditions
You have 14 days from receipt of your order to exchange or return the item.
To proceed with the return or exchange, send the order to our offices. Once we receive it and verify that it's in good condition, we'll either refund your money or process the exchange.
Please note that in order to accept an exchange or return, the product must be in perfect condition, without signs of use, and in the appropriate packaging, as you received it.
Please include a NOTE in the package: Indicate whether it is a return or exchange (which model you want) / Full name / Order number.
If the order was shipped to the USA, please send us an email to contact@ouren.de with your order number, the item you wish to return or exchange, and the item you would like to receive in the event of an exchange.
*Please note that return shipping costs are to be borne by the customer unless the return or exchange is due to manufacturing reasons or our error.
Delivery of incorrect goods
If you have received an incorrect order or a defective product, we recommend that you contact our customer service team via our email address contact@ouren.de
To expedite the resolution of the incident, it would be very helpful if you could provide the order number and send us a photo of the product and another photo of the back of the box where the label is visible.
Also a photo of the temple, which shows the serial number (for glasses).
refund
If your return is approved, the corresponding refund will be processed within 7 business days using the same payment method used for the purchase.
You will be notified of the transaction via email.
Once the refund is processed, it will take effect within 1 to 10 business days (depending on the bank to which the refund is made).
Product information
Mass
To find out the dimensions of a specific product, please refer to the "Features" section of the product sheet.
Glasses care
We recommend:
- Clean them with a soft cloth and always use the Meller case for transport. Avoid using soap or water.
- Keep them away from direct light sources for extended periods of time.
- It is better not to leave the glasses upside down, as the lenses could get scratched, or to grind them on hard surfaces.