Frequently Asked Questions
Orders
How can I cancel or change my order?
Send an email to service@dick-moby.com with your order nummer and we will handle your request.
If you want to track your order, you can send an email to service@dick-moby.com and we will send you your tracking code.
Send an email at service@dick-moby.com and we will update you as soon as the glasses are back in stock.
Payment
What types of payment do you accept?We accept the following payment types: Ideal, Pay Pal, Visa, MasterCard, American Express, Discover, JCB and Diners Club. All payments on www.dick-moby.com are via a secure SSL encrypted server from shopify.com.
The shipping address must be identical to the creditcard owners address. We don't accept shipping address changes when paying with creditcard.
The shipping address must be identical to the address in the Paypal account. This is a security requirement from Paypal. If the addresses don’t match the order will not be sent.
Shipping
Which countries do you ship to?
Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain, United Kingdom, Andorra, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, Gibraltar, Greece, Hungary, Israel, Latvia, Lithuania, Malta, Norway, Poland, Romania, Slovakia, Slovenia, Sweden, Switzerland, Turkey, Ukraine, Australia, Brazil, Canada, Hong Kong, Iceland, Indonesia, India, Japan, Malaysia, New Zealand, Singapore, Thailand, United States. Is your country not on the list? Send an email to dick@dick-moby.com and we will figure something out :).
How long does shipping take?
Europe: 1-6 working days. Rest of the world may take up to 4-8 working days depending on customs.
Do I pay shipping costs?
No, it's free :)
Please ensure you take into account any potential customs and import fees and taxes before you place your order. They are the responsibility of the customer and may be applied on orders shipped to countries outside the EU.
In case the carrier does not succeed in delivering the item to you because you weren't at home, please try reaching the carrier via email and/or telephone. If this is not solving the problem please contact us at service@dick-moby.com and we’ll help you.
If the carrier eventually ships the item back to us, and you still want to get the sunglasses, you'll have to pay for the shipping costs. Otherwise we'll refund the full amount without the original shipment costs.
Returns and Exchanges
What is your return policy?
If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To return your product, first send an email to service@dick-moby.com with your order number and request. After confirmation from us, you can send your product to the address provided. Make sure to add the paperwork that was shipped along with the order for our reference. If you're returning from a country outside the EU, please state clearly on the parcel that the shipment is a RETURN ORDER. If you fail to do so there will be import duty or taxes that we will balance with your order. You will be responsible for the shipping costs for returning your item. The initial shipping costs will be refunded.
You should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item. Items lost in transportation will not be refunded.
If your glasses are defective or damaged and within 14 days of receipt we can exchange them for the same glasses, if available. First send us an email at service@dick-moby.com and after confirmation from us you can send the glasses to the address provided. We will refund you the extra shipping costs just send us your proof of payment.
The Product
What can I do if the glasses are askew?
It is possible that during transport temperature changes, the thermoplast acetate material of the frame bends or rotates on the nose bridge causing the frame to sit askew. No worries this happens sometimes with acetate frames. Any optician can easily fix this for you. Alternatively you can do this yourself by heating the frame under warm (not hot!) water for 10 seconds en carefully bend the frame straight. One of the characteristics of acetate is its flexibility. When heated you can change the position of the frame.
What kind of lenses do your glasses have?
All our sunglasses are provided with ZEISS lenses. With the new ZEISS sunglass lenses you will benefit from optical precision, visual clarity and offer 100% UV400 protection suitable for all conditions.
All our ZEISS lenses feature an anti scratch and an anti reflective coating.
Use the smiley cleaning cloth made from recycled PET bottles that came with the frame. But any cotton cloth will do as well.
Our black frames are made from 97%recycled acetate and our coloured frames are made from biodegradable acetate.
The names of our frames are airport shortcodes. That’s because we came up with the idea of Dick Moby when we were on a surf trip. Our first frames are named after some of the airports we visited during that trip.
No, all our styles are one size. You can find the measurements for our shapes on the product page, it is in millimetres.
No, for every collection we choose a certain number of colours for every shape.
Our smiley cleaning cloth is made from recycled PET bottles.
Our cases are made from recycled leather and natural latex.
No, but you can always ask your local optician to put optical glasses in your favourite sun frame. Every frame is RX ready.
