FAQ

Choosing your eyewear frames on our website www.mymonture.com is very simple:
let your desires guide you through our product catalog and select the category (sunglasses, prescription glasses, sports glasses, brands, accessories, bargains), gender (men, women, children, baby), size, type (rimmed, half-rimmed, invisible, mask), material (metal, acetate, titanium, wood), style, shape, tint or price. A selection of models matching your criteria is then suggested. Then select your frame and discover its characteristics and dimensions:
offers a 360° view of the frame from all angles, with the option of zooming in on individual parts. Finally, add the frame to your shopping cart and follow the instructions to place your order. You can choose your glasses from your computer, tablet or smartphone.

For orders placed before 3 p.m. on a working day, Mymonture.com makes every effort to dispatch the order the same day. If the order is placed after 1 p.m., Mymonture.com makes every effort to dispatch it on the next working day, subject to stock availability.

If you can't find a reference on mymonture.com, we'll find it for you. Please contact our customer service department by e-mail at serviceclient@mymonture.com or use our automatic callback feature. The product will be delivered within 3 to 10 days, subject to supplier availability.

To enable us to process your orders, we need a certain amount of information about you: delivery address, billing address, e-mail address, etc. The creation of an account also enables you to identify yourself on mymonture.com and to benefit from additional services such as: parcel tracking, product returns, viewing of previous orders, editing of previous invoices, etc. You can modify these data at any time. You can modify them at any time by managing your account online.

They can also be completely deleted from our database on request.

Please contact our customer service department as soon as possible:

• By e-mail at: serviceclient@mymonture.com
• Using our automatic callback feature: you can ask to be called back.
• By telephone on 03 21 91 40 40 (cost of a local call) during our opening hours from Monday to Friday, 10:00 am to 6:00 pm.

At mymonture.com, our commitment is to customer satisfaction and impeccable service. Order tracking is a multi-step process, so you'll receive the following from us:

1°) "Your order" e-mail message.

2°) Order confirmation N° ........ .

3°) Payment receipt sent by the CIC bank.

4°) "Your order N°..... Is being sent".

5°) Satisfaction questionnaire sent 15 days after your purchase by our partner Avis garantie.

You can also track your order at any time from your personal " my account " area.

If you have a mymonture.com voucher or discount code, you can enter it in the "discount code" box below the shopping basket, before confirming your order. Once you've entered the code, click on the "OK" button and the promotion will be applied directly to your basket.

Mymonture.com has chosen 3 secure payment methods to ensure your purchases are secure:

• 3D Secure credit card: Carte Bleue, Visa, Mastercard via payplug.
• Bancontact
• Satispay
• Sofort
• American express
• Apple Pay
• PayPal
• ONEY 3 x free payment.

Mymonture.com takes payment when the order is placed.

Payment via our partner "CIC paiement en ligne" is entirely secure:

Once connected to our site, customers place their order and opt for payment by credit card. They are immediately connected to CIC's secure server, where they enter their card number, expiry date and visual cryptogram. The data exchanged is of the utmost confidentiality and integrity: credit card information is encrypted between the customer's computer and the CIC server. They do not circulate on the WEB and cannot be modified. Credit card information is transmitted only to the CIC, is not stored by mymonture.com, and is 128-bit SSL (Secure Socket Layer) encrypted. The appearance of https://... in the address field and/or the "padlock" pictogram in the browser during payment are proof accepted by the customer.

• ENHANCED SECURITY THANKS TO 3D SECURE MODE :

For a payment to be accepted, the bank that issued the card must authenticate its user using a secure algorithm agreed between the banking institution and its customer. This provides additional protection against fraudulent use of banking information.

• PROTECTION AGAINST FRAUD:

CM-CIC p@iement.com has a module that allows you to limit the number of purchases made with the same card over a given period, by setting limits on the amount and number of purchases.

• COMPLIANCE WITH VISA AND MASTERCARD NETWORK STANDARDS

The CM-CIC P@iement.com platform complies with the PCI-DSS (Payment Card Industry Data Security Standard) security standards of Visa and MasterCard. This compliance is a guarantee of IT security, particularly for the storage of banking information.

To obtain an invoice, log on to our website www.mymonture.com, then go to the " my account " section on the home page; enter your login and password and click on "my orders"; then select the order for which you would like an invoice. Click on "print" in the top right-hand corner to edit your invoice.

Mymonture.com ships all its products to France, DOM TOM, Sweden, Europe and the rest of the world (excluding Africa) from www.mymonture.com.

Mymonture.com offers the following delivery options:

• Metropolitan France, Corsica and Monaco:
• CHRONOPOST RELAIS with tracking and signature.
• CHRONOPOST DOMICILE with tracking and signature, in France, in the event of absence, the parcel will be delivered to the nearest relay point.
• DOM TOM and Europe :
• cHRONOPOST RELAIS tracked and against signature
• CHRONOPOST DOMICILE with tracking and signature.
• SWITZERLAND: CHRONOPOST DOMICILE suivi et contre signature
• WORLDWIDE: CHRONOPOST DOMICILE or DHL DOMICILE

	At the retailer	To your home	By Chronopost
Metropolitan FRANCE	48/72H	48/72H	24H
DOM TOM	5 to 7 days	5 to 7 days	3 to 5 days
EUROPE	5 to 7 days	5 to 7 days	2 to 4 days
WORLD	5 to 7 days	5 to 7 days	2 days to 4 days

Shipping is free of charge by Chronopost Domicile and relais, in metropolitan France, if the purchase amount exceeds €70 incl. VAT.

For orders under €70, shipping costs are €6.90 in mainland France.

Shipping costs for FRANCE, EUROPE, DOM-TOM and Rest of the WORLD*.

Metropolitan France, Corsica and Monaco :

FRANCE less than €70	Rates
Chronopost home delivery against signature	6.90€
Chronopost à Domicile	6.90€
Chronopost Relay Point	6.90€
In-store pickup (LILLE - 59)	Free
Store pickup (St Martin Boulogne - 62)	Free of charge

FRANCE from €70	Rates
Chronopost Domicile against signature	Free
Chronopost relay point	Free
Store pickup (LILLE - 59)	Free
Store pickup (st Martin Boulogne - 62)	Free

EUROPE CHRONOPOST RELAIS AND/OR DOMICILE

ZONE	COUNTRY	RATES INCL. VAT
ZONE 1	Germany, Belgium, Luxembourg, Netherlands	10€
ZONE 2	Austria, Denmark, Finland, Greece, Italy, Portugal, Spain, Sweden, Ireland, United Kingdom	15€

EUROPE CHRONOPOST DOMICILE

ZONE	COUNTRY	RATES INCL. VAT
ZONE 3	Bulgaria, Cyprus, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia.	15€
ZONE 4	Albania, Armenia, Belarus, Bosnia, Georgia, Gibraltar, Iceland, Liechtenstein, Macedonia, Moldavia, Montenegro, Norway, Russia, Serbia, Turkey, Andorra, Jersey, Guernsey	20€
ZONE 4 BIS	Switzerland	20€

WORLD CHRONOPOST DOMICILE

ZONE	COUNTRY	RATES INCL. VAT
ZONE 5	Argentina, Brazil, British Virgin Island, Canada, Chile, Ecuador, Guyana, Virgin Islands (UK and US), Mexico, Peru, United States, Uruguay, Venezuela	25€
ZONE 6	Bahrain, Egypt, Mauritius, Israel, Kuwait, Morocco, Qatar, Saudi Arabia, Seychelles, United Arab Emirates	30€
ZONE 7	Australia, Cambodia, China, Hong Kong, India, Indonesia, Japan, Kazakhstan, Macau, Malaysia, Maldives, New Zealand, Singapore, South Korea, Taiwan, Thailand, Vietnam	30€

DOM TOM CHRONOPOST DOMICILE

ZONE	COUNTRY	RATES
ZONE 8	Guadeloupe, Martinique, Réunion, Saint Barthélemy, Saint Martin	30€
ZONE 9	French Guiana, Mariana Islands, Mayotte, New Caledonia, French Polynesia, St Pierre et Miquelon	40€

Mymonture.com uses the Post Office's So Colissimo tracking service. Your parcel will be delivered to you, dear customer, by hand or to your letterbox. If the size of your parcel does not allow it to be delivered to a letterbox, it will be made available to you at your local post office. As a customer, you have 10 working days from the arrival of your parcel at the post office to collect it. After this period, your parcel will be returned to sender. In all cases, you will be informed by e-mail 24 hours before your parcel is delivered. If you want to know everything about receiving a parcel, consult the answers to the most frequently asked questions on the colissimo online help. For Chronopost, if you are not at home when the delivery driver arrives, a delivery notice will be left in your letterbox, indicating the day and time of the delivery and the post office where you can collect your parcel. You'll need this notice and proof of identity to collect your parcel. With Chronopost, you'll be kept informed of the various stages of your parcel's delivery by e-mail; at any time, you can track your parcels on www.chronopost.fr by entering their number.

Yes, mymonture.com offers a delivery address different from the billing address. Perhaps you'd like delivery to be made to your home, your office, a third party's home in the case of a gift, or your vacation destination...! All you have to do is tick the "deliver to another address" box.

Mymonture.com: Certified authentic products. Mymonture.com sources its products through official channels, from French and European companies. All our major brands are purchased directly from our suppliers. The items you buy on our intenet Mymonture.com site come directly from the suppliers, and each frame is accompanied by its branded cloth, case and all the accessories likely to follow the original packaging. We also provide certificates of authenticity for selective top brands.

We keep all information relating to your purchases for obvious warranty reasons. Bank details, however, are transmitted only to CIC and are not stored by mymonture.com

Mymonture.com offers an unrivalled choice of frames, with some of the world's leading fashion and eyewear brands as partners. We select quality products for you at an average 35% lower price than in a boutique. So you can be sure of the latest trends and novelties, as well as stock clearance models at the right price.
Customer respect is a fundamental value at mymonture.com. In addition to choice, you're guaranteed frames delivered with their certificate of authenticity*, a home trial and free prepaid returns.

As qualified opticians, we are a team of 10 opticians at your service, in addition to our physical stores in LILLE (59) and St Martin Boulogne (62). Years of in-store experience guide us in our choice of brands and products. If you have a question about the quality of the lenses in your sunglasses, or about your contact lenses, an optician is on hand to share his or her expertise with you Monday to Friday from 10am to 6pm, or by e-mail at contact@mymonture.com.

Mymonture.com guarantees the confidentiality of your personal information. No e-mail address or telephone number will be divulged, as we know from our daily experience just how unpleasant it can be to be contacted by e-mail or SMS from unsolicited sites.

Mymonture.com offers a 30-day money-back guarantee. All you have to do is return your frame to Mymonture.com -

13 Rue Montjoie - 62280 St Martin Boulogne. Upon receipt, your product will be reimbursed within 48h/72 hours.

Please note that in the case of frames equipped with corrective lenses, only the frame will be reimbursed, as the lenses have undergone a transformation and may be sold to another person.

At mymonture.com, we are qualified opticians with an ADELI number: 622608339. We are therefore approved for reimbursement of your purchases by French national health insurance and your supplementary health insurance, just like a traditional store. What's more, we are registered with the Fichier National des Professionnels de Santé (FINPS) under number 23637, and we are a Nord-Picardie health insurance provider under number 21261, which guarantees French national health insurance approval. Our team is at your disposal by telephone on 03 21 91 40 40 or in our boutiques in Saint Martin Boulogne or LILLE Centre.

Here's how much you'll be reimbursed by the French national health insurance:

AGES	Type of product	French national health insurance tariff	French national health insurance reimbursement rate	Your French national health insurance reimbursement
Under 18	Frame	0.03€	60 %	0.03€
Over 18	Frame	0.03€	60 %	0.03€

To receive a claim form for reimbursement of your eyewear, you, the customer, must take each of the following steps:

• Have a prescription less than 3 years old from your ophthalmologist for people over 16, and a prescription less than 12 months old for people under 16.
• Send us this information in the "Billing information" section, or send it to ordonnance@mymonture.com, or fax it to 03 21 91 40 40, or mail it to 13 rue Montjoie, 62280 ST MARTIN BOULOGNE, France, making sure to specify :
• French national health insurance number
• Date of prescription
• Prescriber's first and last name
• Prescriber's approval number

As we are approved by the French national health insurance, you will receive in your parcel all the documents you need to claim your reimbursement:

• A care sheet with your personal details; please attach your prescription to this care sheet.
• A detailed invoice proving your purchase and a duplicate invoice for reimbursement by your supplementary insurance provider.

Your invoice is available at any time in the "My account/My orders" section of your personal space on our website www.mymonture.com.
All you need to do is send your French national health insurance organization all the documents required for reimbursement.

At Mymonture.com and in our boutiques, you can get your 2nd pair for as little as €1 more! Our mission is to offer you quality optical equipment, always at the best price. We give you access to the best of our lens and frame collections. (see conditions in our 2nd pair drop-down menu)

Mymonture.com offers you an unrivalled choice of brands and frames for children on our website. All you have to do is go to www.mymonture.com and select "Children" in the eyewear, sunglasses or sports glasses tabs.

All our lenses are purchased in France from leading manufacturers or wholesalers, unlike other specialist sites which buy their products abroad and approve them through other European countries such as Germany.
Mymonture.com offers contact lenses and lens care products that comply with CE (European Community) standards and the hygiene standards of the leading French laboratories.

Most supplementary health insurance providers reimburse your lenses up to the annual fixed amount stipulated in your contract. We can also offer you the online third-party payment service, so you don't have to pay in advance. This service is free of charge, so make sure you select online third-party payment when you place your order, and you'll have nothing to pay when you receive your payment. Just like a traditional otician, we'll make the request to your supplementary health insurance and get back to you about your remaining out-of-pocket expenses, if any.

We offer trial lenses of various brands on our website. We invite you to send us your prescription by e-mail to contact@mymonture.com, and we'll get back to you to inform you of availability and cost (for certain manufactured lenses). A handling and shipping fee of €4.90 will be charged in addition to the cost of the lenses.

You are legally entitled to cancel your order within 30 days, after which time we are unable to offer an exchange or trade-in.

To ensure your satisfaction and the quality of its products, mymonture.com undertakes to deliver the frame in its original case and in perfect condition.

Our optical and solar frames are guaranteed for 2 years against manufacturing or material defects. This does not apply to breakage, scratches or normal wear and tear. Defective product return procedure: In order to better analyze the defect, we will ask you to send us a photo of the frame. We will then ask you to send your frame to the following address: SAV - MYMONTURE.COM - 13 rue Montjoie - 62280 St Martin Boulogne. As the customer is responsible for shipping costs, we will assume return shipping costs for France only. For shipments outside France, a contribution will be requested for the return shipment. After-sales service is limited to one replacement within 2 years. The Lens Warranty covers lens breakage once with a 40% deductible, limited to one replacement, same corrections. In the event of sending branches or faces under warranty, you will be asked to pay a handling and home delivery charge of €4.90 in France and by quotation according to country.

If you have received an item that you did not order, we apologize for the inconvenience. Please contact us by e-mail at contact@mymonture.com or by telephone on 03-21-91-40-40 from Monday to Friday, 10.00 am to 6.00 pm, to inform us of the product or part number you have received. Our customer service department will get back to you to send you a prepaid label so that you can send us the product and make the exchange. Your item is defective: All frames are cleaned and inspected before shipping to ensure there are no defects. Your product may have been damaged in transit. We kindly ask you to send us a photo of your product and packaging upon receipt. Upon receipt, our customer service department will contact you to arrange a return.

As soon as we receive your package, we'll send you an e-mail to let you know that we've received it. Your frame will be refunded within 24 to 72 hours. If you have paid by deferred payment, your payment will also be reimbursed by deferred payment.

Your Mymonture.com optician is located in Northern France and has 2 stores. Prices shown on our website are the same in our stores, except where indicated on our website as "web prices". In LILLE (59): 101 avenue Le Corbusier - 59800 - Monday to Saturday, 10:00 am to 7:00 pm - lille@mymonture.com - Tel: 03 20 23 56 40. In St Martin Boulogne (62): 13 rue Montjoie - 62280 - Monday to Saturday 9:30am to 7:00pm - contact@mymonture.com - Tel: 03 21 91 40 40. No appointment necessary or by appointment at your convenience. You'll find all our brands at the right price!