Question 1

If I don't like my glasses can I return or exchange them?

Accepted Answer

If you are not 100% satisfied with your Fenicottero Sunglasses, you can easily return or exchange them within 14 days of purchase. Returns must be unworn, in the state you received them, and in the original packaging. Returns will be processed within 2-3 weeks of receiving them.
 
** Feni Sale items are final sale and cannot be returned or exchanged. **
 
1.  Email us at support@thefenicottero.com with your order number to let us know you would like to initiate a return. Please indicate if you would like a refund, exchange or store credit.
Our customer support team will get back to you to confirm we received your request.
 
2.  Then mail your glasses back to our warehouse to the address below with a note in the box stating your name, order number, and if you would like a refund or exchange. If exchanging for a different style, please notate what style you would like instead. We highly recommend using a trackable service, so you get full visibility of the whereabouts of your package. We will not be liable for lost return packages.
 
Mail your return to:
 
FENICOTTERO eyewear 
 
ATT : returns
 
2351 west 3rd street 2nd floor 
 
Los angeles ,CA, 90057
 
3.  Once we receive your return package it can take up to 2-3 weeks for us to process your return (store credit/exchange) and issue your refund to the same payment method originally used. You will receive an email notification when your refund, store credit, or exchange is processed. Refund amount will be for the cost of the product only, shipping fees will not be refunded.

Question 2

Warranty

Accepted Answer

We stand by the quality of our products. All Fenicottero Eyewear products are
warranted against manufacturing defects for a full year. If you have any
issues, please fill out our warranty form and our customer service team will
respond to your request as soon as possible.

Question 3

Tracking information

Accepted Answer

It can take up to 48 hours for the tracking information to update once you have received the automated tracking email. If there is no status or change on the tracking after 48 hours, please contact us via email at support@thefenicottero.com and we will gladly give you an update or determine the status of your package.
Please allow 24 hours from the time of delivery for your tracking to update. USPS can occasionally mark a package delivered before it actually arrives, and can sometimes arrive 1-2 days later.

Question 4

Tracking status shows "delivered" but i did not recieve my package"

Accepted Answer

It's our duty to process your order and ship it to you with tracking. If your order has been delivered according to tracking we are not liable for it's whereabouts beyond that. We recommend contacting the shipping agency USPS, UPS, or DHL to locate your shipment.
That being said, please allow 24 hours from the time the package is marked as delivered for final delivery to occur. USPS can occasionally mark a package delivered before it actually arrives, and can sometimes arrive 1-2 days later.

Question 5

I haven't received a shipping notification, when will my order ship?"

Accepted Answer

We pack and ship most orders within 24-48 hours of you placing them. Our warehouse is open Monday through Friday and is closed all weekends and National Holidays.
You will receive an automated email with tracking information on the evening that your package is shipped.

Question 6

What if I put the wrong shipping address on my order?

Accepted Answer

It happens to the best of us! If you accidentally put the wrong shipping address here's what can be done:
If you placed your order within that last 2 hours we are usually able to make changes before your item is shipped. To make the change,  email us at support@thefenicottero.com. Please include your CORRECT address so that we can update it as quickly as possible. NOTE: Our offices are open Monday - Friday from 8:00 AM - 5:00 PM PST.
If you already received your tracking information we ask that you contact the shipping company that currently has your package in order to attempt an address change. Once the package has left our facility we have no way of changing this address and we are unable to contact the shipping company on your behalf for security and privacy reasons.

Question 7

Can I change or cancel my order once it has been placed?

Accepted Answer

If you need to update or cancel your order, please contact us immediately. We try to process orders very quickly, and once our warehouse has processed your order we can no longer make changes to or cancel your order.
We do not have the ability to add items to your order once it has been placed. Please place a new order with the items you want to purchase.

Question 8

USA Customer Shipping Info

Accepted Answer

USA Domestic Orders ship from our Los Angeles headquarters. Unless otherwise specified or chosen your order will ship via USPS First Class or equivalent with tracking included. Your order will be processed within 24-48 hours depending on the time it is placed. We will email you tracking once it has been shipped.
Estimated Shipping Times:
First Class Or Free = 4-9 Days
USPS Priority Mail = 2-5 Days
USPS Express Mail = 1-3 Days
UPS Next Day Air = 1-2 Days. Order by 11:00 AM PST for next day delivery. Signature Required.
All shipments include tracking, we will send this to you via email automatically but you can also request it at anytime via email or phone. We are not liable for packages that show that they have been delivered but have not been received.

Question 9

International Shipping Information

Accepted Answer

International Orders ship from our Los Angeles headquarters. Unless otherwise specified or chosen your order will ship via DHL Global Mail with tracking included. Your order will be processed within 24-48 hours depending on the time it is placed.
Estimated Shipping Times:
DHL Global Mail = 3-5 Weeks Average (frequently faster)
DHL Global Mail Canada = 2-3 Weeks Average (frequently faster)
DHL Express Canada = 2-5 Days Signature Required
DHL Express Global = 3-5 Days Signature Required
All shipments include tracking, we will send this to you via email automatically at 6:00 PM PST the night your order is shipped. We are not liable for packages that show that they have been delivered but have not been received.
DUTIES/TAXES/TARIFFS - SOME COUNTRIES MAY HAVE EXTRA FEES FOR IMPORTED GOODS, WE HAVE NO CONTROL OVER THIS AND ALL FEES WILL BE YOUR RESPONSIBILITY. DIFF WILL NOT MARK YOUR PACKAGE AS "SAMPLE" OR "GIFT" TO AVOID THESE TAXES.

Question 10

Do you offer rush or express shipping?

Accepted Answer

Yes!
In the USA we offer USPS Express 1-3 Day and UPS Next Day. Please note, these services sometimes requires a signature upon delivery.
Internationally we offer DHL Express. This service varies from next day to one week depending on location. Please account for customs/border delays when ordering. DHL requires a signature upon delivery.

Question 11

How should I take care of my Feni glasses?

Accepted Answer

All Feni eyewear is treated with Fenicottero's secret blend of non-allergenic,
organic waxes and oils and sealed with light shellac finish. This protective
coating helps the wood maintain a proper moisture balance needed to prevent
drying out and/or cracking while also helping to repel water. It is
recommended that you re-apply this coating to protect your glasses from
damage anytime they begin to look lighter or feel dryer. Regular application
should help protect against most cracks and significantly improve the look and
durability of the wood. Recommended coatings include beeswax, lip-balm,
butcher block oil, or walnut oil.
For daily care, it is recommended that FENICOTTERO eyewear is constantly
kept in a safe place. All Fenicottero eyewear should be treated as "wearable
art." Do not store glasses in your pocket, backpack, hanging from your shirt,
etc. If you are not wearing them, keep them in a hard case or safe place.

Question 12

Do Feni glasses float?

Accepted Answer

As each pair of Fenicottero sunglasses is unique and wood density and
buoyancy will vary from pair to pair, we cannot guarantee that all Fenicottero
glasses will float.

Question 13

Are Feni glasses waterproof?

Accepted Answer

Through our proprietary finishing techniques, Fenicottero glasses are water-
resistant and will not be affected by sweat or other small amounts of water.
Excessive water exposure, including - but not limited to - submersion, may
cause glasses to warp. not recommended to swim with them as well.

Question 14

Will my glasses look exactly like the photo?

Accepted Answer

Please understand that no two pieces of wood are identical. Therefore, no two
pairs of Fenicottero wooden glasses will be exactly alike. Product photos on
this website should be used solely as a guide to what a product will resemble,
not as an exact representation. Minute differences should be expected in
each product’s construction, as minor deviations are inherent to feni's
handcrafted manufacturing process. Fortunately, feni's one-by- one product
construction guarantees individual attention to detail and quality assurance in
every pair of eyewear to leave the wood shop.

Question 15

Do you use sustainable materials to make your sunglasses?

Accepted Answer

All FENICOTTERO sunglasses are hand crafted in our Miami ,FL  wood
shop. We take great pride in purchasing our wood from authorized and
supervised plantations across the globe, while instituting daily operational
policies directly targeted at minimizing our ecological footprint.

Question 16

Im having an issue with my Fenicottero glasses. What do I do?

Accepted Answer

We’re very sorry to hear about your Fenicottero! We have worked hard
making our product as durable as possible but we know that, sometimes,
things happen. We offer a one year warranty against manufacturer defects
and would be happy repairing or replacing your Fenicottero for you. Please
follow the link below to fill out a warranty request form and a customer service
representative will be in touch shortly.

Question 17

Do you offer prescription lenses?

Accepted Answer

No we don't.
 
Please do not ttempt to put prescription lenses in your Feni frames, as they may break and we will not be able to offer warranty services on them.
"frame only" purchases, no prescription.

Question 18

what is the difference between regular and polarized lenses?

Accepted Answer

The standard grey CR-39 lenses are manufactured at our highest quality factory and offer superior 100% UVA/UVB sun protection. Polarized lenses offer the increased benefit of glare reduction as well as 100% UVA/UVB protection. the difference can be seen in the polarized lens' glare reduction created by the sun's reflection off horizontal planes, such as on the hood of your car, the street, or water. While all of Feni's lens offerings are top of the line, polarized will offer the highest level of safety and comfort.

Question 19

How should i take care of my Feni's glasses?

Accepted Answer

All Feni eyewear is treated with Feni's secret blend of non-allergenic, organic waxes and oils and sealed with light shellac finish. This protective coating helps the wood maintain a proper moisture balance needed to prevent drying out and/or cracking while also helping to repel water. It is recommended that you re-apply this coating to protect your glasses from damage anytime they begin to look lighter or feel dryer. Regular application should help protect against most cracks and significantly improve the look and durability of the wood. Recommended coatings include beeswax, lip-balm, butcher block oil, or walnut oil.
For daily care, it is recommended that Feni eyewear is constantly kept in a safe place. All Feni eyewear should be treated as "wearable art". Do not store glasses in your pocket, backpack, hanging from your shirt, etc. If you are not wearing them, keep them in a hard case or safe place.

Question 20

If i don't like my glasses can i return or exchange them?

Accepted Answer

Sure thing! We try to keep returns and exchanges as simple as possible. As long as they meet our criteria, it should be no problem at all to return or exchange them.Please note that our Return/Exchange policy is different for Sun and Rx eyewear, respectively.
Here's what you should know:
 
Sun (non-RX) Eyewear Returns/Exchanges:
* Returns must be in brand new condition, with original packaging and proof of purchase.
* Returns must be postmarked for return within 30 days of the original delivery to you.
 
RX Eyewear Returns/Exchanges:* Returns must be in brand new condition, with original packaging and proof of purchase.
* Returns must be postmarked for return within 7 days of the original delivery to you.
 
To obtain an RMA (Return Merchandise Authorization) number please submit a return/exchange request using the following email address:
 
support@thefenicottero.com (mailto:support@thefenicottero.com?subject=support)with your order number to let us know you would like to initiate a return. Please indicate if you would like a refund, exchange or store credit.Our customer support team will get back to you to confirm we received your request.
 
If your FENICOTTERO glasses have a manufacturer defect, we will, of course, repair or replace them for you at no cost. If you are unsure if your desired model will fit, please have a look at our sizing guide, on our website, first. We also try to have as many pictures of each model as possible to give you a better idea of what they look like. You may also order your Feni glasses without lenses if you are unsure of them.
 
Sorry to hear your glasses didn't work out!

Filling out the request above will initiate the return/exchange process and help us to create the best possible products in the future.

Please Note: 
We only accept returns/exchanges on product purchased from our online store, www.thefenicottero.com.(https://www.thefenicottero.com) 
All products must be in brand new condition, with original packaging and proof of purchase.  Returns must be postmarked for return within 30 days of the original delivery to you.  Our full return guidelines can be found here: https://www.thefenicottero.com/return-policy(https://www.thefenicottero.com/return-policy)

FAQ

need help?

WE’RE AVAILABLE BY EMAIL EVERY DAY, 8 A.M.– 5 P.M. PST.