1. COMPANY INFORMATION/PRIVACY
When placing the first order with Wiley X EMEA, you will be registered as a customer. The following information are recorded: Name, Address, Phone number, VAT number, Fax number and E-mail.
We register your details in order to deliver the goods to you. We also record an alternative delivery address if you have such.
Other sensitive information are not recorded. The information are not disclosed to third party.
You always have the right to oppose the registration.
You also have the right to inspect records.
Comments in relation to the above mail to: email@example.com
2. ORDERING PRODUCTS
Goods can be ordered through our online ordering via the website www.wileyx.eu, by telephone or through visits by consultants from Wiley X EMEA.
All orders containing prescription data must be ordered through online ordering via the website www.wileyx.eu, by mail or directly through XLAB.
Wiley X EMEA do not take/receive prescription orders via telephone
When ordering online the order is not valid until you have received an orderconfirmation.
Wiley X EMEA is not liable as a result of typographical errors, technical problems, delivery failures and similar situations.
3. CURRENCY RATES
Wiley X EMEA LLC are trading in currencies: GBP, EUR, SEK, NOK, DKK.
4. WILEY X EMEA LLC BANK INFORMATION
Wiley X EMEA LLC bank addresses:
Postfach 10 15 22
Danske Bank London Branch
75 King William Street
London EC4N 7DT
Danske Bank ICS Sweden
S-103 92 Stockholm
Danske Bank ICS Norway
Sondre Gate 15
4.1 LATE PAYMENT
By late payments Wiley X EMEA will add 2% interest rate per month, plus an additional fee on DKK 99,00 - EUR 12,50 - GBP 9,00 - NOK 119,00 - SEK 119,00 per reminder. Wiley X EMEA will send three reminders before the claim is handed over to the debt collection agency.
5. ORDER CANCELLATIONS
CANCELLATION PER E-MAIL
If you wish to cancel an already placed order, it should be done by sending an email to firstname.lastname@example.org marked "CANCEL ORDER". State: Order date, Purchaser's name, Surname and Order number in the email.
TIMEFRAME FOR CANCELLATIONS
Cancellation must take place within 11.00 AM the day the order has been placed. If the order is placed after 2.00 pm, cancellations must be made before 08.00 AM the next day. All reported times are Central European Time (CET +1).
CANCELLATION OF PRESCRIPTION ORDERS
Prescription order cannot be cancelled after order has been made. In case of changes contact us immediately on phone +45 96 93 00 45.
6. WARRANTY & PROPERTY
EYEWEAR LIMITED WARRANTY:
All non-prescription Wiley X EMEA LLC eyewear is warranted to the original purchaser for life against manufacturing defect in materials and workmanship, except Light Adjusting lenses which have a tint adjustment life of 18 months if stored correctly. This warranty does not apply to normal wear, including but not limited to scratched lenses, accidental damage, misuse and other issues determined by Wiley X EMEA LLC, not to be a manufacturer’s defect. Upon receiving returned eyewear that Wiley X EMEA LLC determines to be defective, we will repair or replace it at our option.
Proof of Purchase for all products are required for warranty repairs .
Non-warranty repair services are available to our customers as it pertains to lenses or frames that are not covered under the terms of the warranty. Wiley X EMEA LLC will contact the customers by email with these options and costs should they wish to be executed. Items not covered under terms of warranty which are also not repairable will be returned to customer or destroyed at customer’s option.
Please send all warranty items using a traceable shipping method as Wiley X EMEA LLC is not responsible for lost packages.
PRESCRIPTION LENS & FRAME WARRANTY
Wiley X EMEA prescriptions purchased through authorized optician.
Wiley X EMEA prescription warranties must be handled through the local retailer or the optician where the prescription glasses were originally purchased from.
Wiley X EMEA prescriptions purchased directly with Wiley X If the prescription glasses were purchased directly with Wiley X EMEA please send your warranty request and proof of purchase to email@example.com .
Wiley X EMEA grants 24 months warranty on prescription lenses, but the warranty is to be voided if prescription lenses are not delivered and manufactured by Wiley X EMEA. Frames including prescription lenses being sent directly to Wiley X EMEA without prior authorization will be returned to sender.
When ordering from Wiley X, we shall rely upon the prescription provided by you. You are responsible for entering the prescription information and PD (pupillary distance) measurement as requested. Wiley X does not cover any mistake made by you in providing your prescription or PD measurement.
Prescription orders made to customers are personalized and specific. Wiley X does not refund the value of a prescription eyewear, if regretted by the consumer.
All Wiley X EMEA LLC gloves are warranted to the original purchaser for 2 years against manufacturing defect in materials and workmanship. Upon receiving returned gloves that Wiley X EMEA LLC determines to be defective, Wiley X will repair or replace them at our option. This 2 year warranty does not apply to normal wear, negligence, accident or any other issues determined by Wiley X EMEA LLC not to be a manufacturer’s defect.
Items not covered under the terms of warranty which are also not repairable will be returned to customer or destroyed at customer’s option.
Please send all warranty items using a traceable shipping method as Wiley X is not responsible for lost packages.
What are your obligations as a customer?
If you wish to return a large or fragile product that requires a special transportation, you should always call Wiley X EMEA's customer service on phone number +45 96 93 00 45 for details on how and where to return the product.
It is not possible to return the product in person at the company address.
You may require that we repair the defects or replace it with a new product if the conditions for replacement are fulfilled.
In order for us to meet such a requirement your complaint has to be legitimate and the repair or replacement does not include extraordinary cost to Wiley X EMEA.
In case of a returned defective or incorrect product to Wiley X EMEA LLC, in which the failure or malfunction, specified by the customer cannot be found, Wiley X EMEA will hold back the product and charge the sender a handling fee on 15,00 Euros + shipping cost to return it to the costumer. Wiley X EMEA will issue an invoice of this amount to the customer and hold the product at the warehouse until the invoice is registered as setteled at the Wiley X EMEA bank account.
Wiley X EMEA retains the full ownership of the goods as long as full payment has not been received for the ordered product.
Until ownership has passed to the customer, it must be stored and maintained properly. Damages applying to normal wear and tear must be replaced by the customer. The customer is obliged to keep it fire, theft and water damage insured for the full value. The Customer undertakes not without Wiley X EMEA written consent to dispose of the goods sold in a way that can impair Wiley X EMEA safety of the product, including but not limited to pledge, rental or lending of goods.
7.1. 14 DAY’S WITHDRAWAL RIGHT
According to the consumer affairs all purchase of goods over the online Wiley X EMEA system gives the consumer the right to a withdrawal period of 14 days during which you have the right to cancel your purchase.
The 14 days period commences from the time when the goods are transferred to the consumer. In case the purchase is canceled within 14 days, Wiley X EMEA will refund the price of the product. Wiley X EMEA holds the rights to refer to the point 8.6 - A withdrawal can not take place without notify Wiley X EMEA. You can not deny recieving a package.
In order to proceed correctly, the consumer must ensure that the item is delivered to the Freight Company or carrier no later than 14 days after receipt of goods.
7.2 CONDITIONS FOR WITHDRAWAL
Proceeding correctly, the product must be returned in the same condition as when the transfer. This refers to the point. 8.4 + 8.6 + 8.7 + 8.8. If these items are not complied with the conditions the customer will be credited to the corresponding lower amount equal to the deterioration. In worst case, lack of original packaging etc. lead to the acquisition cannot be undone.
7.3 SHIPPING COSTS DUE TO WITHDRAWAL
Shipping charges are not liable for refund.
8. CLAIM, RETURN, AND REFUND POLICY
8.1 CLAIM POLICY
Claim procedure is practiced either by getting goods replaced, repaired, total refund, or reduction in price, depending on the individual situation. These claim procedures are based on a justified reference to that the product haven´t been used in any incorrect or irresponsible handling of the goods. Damaged goods should be notified within a reasonable time. By reasonable time means within two months after the goods had been damaged. Wiley X EMEA will fully refund the freight costs which the customer may have been charged for when returning of the goods, if the claim is reasonable.
Damage to product caused by inappropriate handling, modified product, cleaning with non-authorized optic liquid or hot water, or serious abuse by the customer are not covered by the claim policy.
Goods returned as cash on delivery or without postage will not be accepted. Please ensure that items are packed securely to prevent any damage in transit. Damage resulting from inadequate packaging is the customer’s responsibility.
8.4 PRODUCTS RETURNED WITHOUT ERRORS
In case of a returned defective or incorrect product to Wiley X EMEA LLC, in which the failure or malfunction, specified by the customer cannot be found, Wiley X EMEA will hold back the product and charge the sender a handling fee on 15,00 Euros + shipping cost to return it to the costumer. Wiley X EMEA will issue an invoice of this amount to the customer and hold the product at the warehouse until the invoice is registred as settled at the Wiley X EMEA bank account.
Returns and exchanges will not be accepted without receiving prior authorization. All products returned to Wiley X EMEA LLC have to be unused, complete and in the same condition as when you received them together with the original product packaging. Wiley X EMEA LLC does not accept returned Light Adjusting (LA) lenses. Any products returned to Wiley X EMEA LLC as cash on delivery or without postage will not be accepted.
8.6 PROOF OF PURCHASE
Goods must be returned to Wiley X EMEA along with the proof of purchase of the product. Wiley X EMEA cannot process the returned product if there is lack of proof of purchase. We will await the process pending invoice.
8.7 RETURN SHIPMENT TO Wiley X EMEA
We suggest sending the package via registered post or shipping company with track and trace system. This eliminates the risk of not knowing whether the product has been delivered or not to Wiley X EMEA .
8.8 Wiley X EMEA PRODUCT RETURN ADDRESS
Wiley X EMEA LLC
Mark the package with “RETURN” and the tracking number that is evident from your invoice. REMEMBER to attach a copy of your purchase invoice, as proof of identity on the returned items purchased from Wiley X EMEA.
8.9 RETURNS FROM OUTSIDE THE EU
If you are returning a package from outside the EU, and you do not mark the package with the tracking number, we will deduct the customs charges from your refund. If so, this will be evident on your credit note.
The tracking number makes it clear to the customs officials that the customs charges on the package have already been paid. So, to avoid any extra expenses for you, REMEMBER to add the tracking number.
8.1 Campaign return policy
Products bought through a campaign using gift card or voucher cannot be combined with other gift cards, vouchers or offers.
A campaign often offers a free product, these offers cannot be exchanged to other Wiley X products or to a money refund.
If you do wish to use the general return policy agreement you are to return the full product(s) in the same shipment and in the original unbroken packaging.
Wiley X EMEA assumes no responsibility for delays.
Wiley X EMEA does not assume responsibility for ensuring that our products cause: indirect damage or consequential loss, loss of earnings, wages, income and savings; loss you could have avoided by reasonable measures and damage due to force majeure.
Wiley X EMEA assumes no liability as a result of the buyer's legal relationships with third parties.
Wiley X EMEA Prescription eyewear does require manufactured lenses from Wiley X EMEA. Lenses from Wiley X EMEA are engraved with an unique identification sign. Deviations from this requirement mean that Wiley X EMEA disclaims any responsibility for the use thereof.
The buyer shall be in possession of a written vison test to be able to order prescription lenses from Wiley X EMEA. The vison test is issued by a registered medical practitioner or registered optometrist. The vison test should not be more than 1½ years old.
If the buyer has experienced any problems with prescription spectacles or contact lenses the needed information is to be communicated to - and prior to ordering prescription lenses with WILEY X EMEA.
Wiley X EMEA does not take the responsibility for the accuracy of the prescription data provided to Wiley X EMEA.
Due to the severe situation and associated circumstances of the current war in Ukraine, Wiley X EMEA LLC has temporarily suspended all deliveries of any products or goods to the below mentioned countries:
The Russian Federation
Wiley X EMEA LLC is complying with the current sanctions and decisions made by the European Union, regarding restrictive measures.
Additionally, Wiley X EMEA LLC is in a continuous dialog with different, official, Danish channels and NGOs to ensure our aid, in the best possible way.
The order will usually be shipped the following day after receiving the order. Delivery is shipped with UPS and the duration for each country is as noted below:
1 to 3 days to: Finland, Netherlands, Croatia, Luxembourg, Malta, Sweden, Turkey, Germany
3 to 4 days to: Belgium, Cyprus, Estonia, France, Iceland, Italy, Poland, Lebanon, Britain, Czech Republic, Hungary, Vatican, Austria
4 to 5 days to: Albania, Bosnia and Herzegovina, Ireland, Kosovo, Latvia, Liechtenstein, Lithuania, Macedonia, Moldova, Monaco, Montenegro, Northern Ireland, Norway, Portugal, Romania, Serbia, Slovenia, Spain.
5 to 6 days to: Bulgaria, Greece, Slovakia.
7 to 8 days to: Andorra, San Marino.
Deliveries to Denmark are handled by GLS. Normal shipping time is 1-3 days.
10.2 TRACK & TRACE NUMBER
All orders are sent as package(s) to the customer. Track and Trace number from UPS will be sent via e-mail to the customer once the shipment is collected from Wiley X EMEA warehouse. Please notice that it may take up till 12 hours before Track and Trace number is activated by the shipping company. For shipments in Denmark please contact Wiley X EMEA head office, if you need to track a package.
10.3 DAMAGED WHEN DELIVERED
If the goods have been damaged during transit, you must contact the shipper immediately and report the damage.
10.4 TRANSPORT INSURANCE
All shipping fees are included transport insurances, with regard to the shipping companies insurance rules.
10.5 DELIVERY COSTS
Delivery costs are calculated according to the number of goods, their weight and size + a handling fee.
11. WHEN YOU RECEIVE YOUR ORDERED GOODS
What you must remember to check.
When you receive your goods, please remember to examine goods for any visible damage.
If the packaging is damaged or shows any other visible signs of defect, you must sign the bill of lading, but with your reservations for any damage to the content.
Usually, you should never sign for a product that you think does not meet your expectations as to what you ordered.
11.1 IF YOU REJECT A PRODUCT
Always contact Customer Service by phone +45 96 93 00 45 and tell that you have rejected the goods.
If the packaging is intact, but you find damaged or a defective product after unpacking, please notify Customer Service on telephone +45 96 93 00 45
For evidential reasons, you should contact us by phone or email immediately after receiving the goods.
Whether the damage is visible or not, please contact the Customer Service on telephone +45 96 93 00 45, in order to solve the problem.
12. TRANSFER OF RIGHTS AND OBLIGATIONS
Wiley X EMEA may fully or partially assign and transfer its rights and obligations to third parties, including allowing its rights and obligations, be performed fully or partly by subcontractors. Unless given written approval from Wiley X EMEA customers may not transfer rights or obligations to third parties.
Wiley X EMEA makes reservations for typos, price mistakes, VAT and tax changes, sold out / obsolete products and delivery failures from our suppliers.
WILEY X EMEA LLC INFO
Wiley X EMEA LLC
COMPANY VAT nr./CVR code: DK30248252
NATO CAGE nr.: R5814
European DUNS code: 311242221
EMEA HQ PHONE: +45 96 93 00 45
EMEA HQ FAX: +45 96 93 00 40