Order preparation is fast, so we cannot guarantee that we will be able to get to you in time to make the change or cancel it.

Once an order has been processed, no changes or cancellations can be made, however, please do not hesitate to contact our Customer Service team at info@qetello.net and we will do our best to accommodate your request.

When making a purchase from abroad, customs duties and taxes may be incurred, which does not depend on Qetello but on the policies of each country.

In order to speed up the resolution of the incident, it will be very helpful if you indicate the order number and send us a photo of the product.

If your return is approved, a refund will be issued within 7 business days via the same payment method used to make the purchase.

You will be notified by email of the transaction.

Once the refund is issued, it will be effective within 1 to 10 business days (depending on the bank to which the refund is issued).

We recommend:

• Cleaning them with a soft cloth. Avoid using soap and water.
• Keep them away from direct light sources for a long period.
• It is preferable not to leave the glasses upside down nor to drag them on hard surfaces, as this may scratch the lenses.

Qetello does not offer prescription lenses as we do not make prescription lenses. 

However, in case you want to change the lenses in your optician's shop you are more than welcome to do that.

This warranty does not cover any of the following:

• Defects and damage due to loss, theft, fire, water, or natural catastrophe.
• Breakdown or damage caused by improper use, lack of care (knocks, crushing, dents, broken glass...), or accidents.
• Defects and damage due to normal wear and tear - consumables (components that are expected to require periodic replacement during the life of the product).

In the event that you have received a defective product, we recommend that you contact our customer service team through our email address info@qetello.net

In order to speed up the resolution of the incident, it will be helpful if you indicate the order number and send us a picture of the product.

Offer applies to all eyewear except those marked with the "Limited label".

The three most common reasons why a payment is being rejected by our payment system are as follows:

• Insufficient funds. Make sure there are sufficient funds in the account to make the purchase.
• The credit card was not issued from the country you are currently in. Make sure the credit card you are using is issued from the same country where you are making the purchase.
• Your bank is blocking online payment for security reasons. Contact your bank and make sure that the payment is not being blocked.

The total amount of your order will be withdrawn from your account when the order and payment have been processed and approved.

In the event that no payment has been received after the order has been processed, Qetello may cancel your order automatically and without notification.

You will receive an email as soon as your order leaves the warehouse to the email address you provided at checkout. If for some reason you have not received any email, please check your spam folder.

All transactions are handled directly by our payment service provider, Shopify, with secure encryption and under strict banking standards.

Your card details are sent directly to the bank and cannot be read or read again.

The discounts we offer are only valid for orders placed on our official website, and for a limited amount of time.

If you have requested a discount code in the checkout process but it has not been applied, please check that the code was valid at the time of purchase. If you have applied a valid code but it has not been applied, please contact us at info@qetello.net so we can help you ;)

At the moment it is not possible to pay by bank transfer, but you can pay by debit card, credit card or Paypal.

There are great opportunities for growth at Qetello, and we are looking for people who love challenges and are ambitious about their goals.

You can send us your CV and cover letter to info@qetello.net and we will consider it for the selection processes to fill new positions.

You can contact us using the contact link in the footer of the website, or send us an email directly to info@qetello.net, we will get back to you as soon as possible!