How can we help you?

Find your question here. If you can’t find it, get in touch with us!

Shopping at multiopticas.com is really simple, you only need to follow the steps below:

1. Find your products:

Find the product that you want. On each product page you will see the colours, materials, product reference and price.

  • Mó sunglasses: choose the colour you want.
  • Contact lenses: tell us your prescription. There is information in each field so you only have to click on the right one.

To add the product to your shopping cart, you will need to click on the “buy” button.

2. Review your cart:

  • Click on the shopping cart to begin the buying process. You will see a summary of your order. Here you can amend your order, remove products that you don’t want or add more units.
  • If you have a promo code, you can enter it in the field where indicated.
  • Finish by clicking on “continue”.

3. Login/Sign up:

You have several options:

  1. Registered user:  sign in with your username and password and continue with your purchase.
  2. New user - options:
    • Sign up.  We recommend that you do this so you can track your order easily, make future purchases more quickly and access promotions.
    • Continue as guest.  Complete only the information necessary for your order to be shipped.
    • Login with Facebook or Google/Gmail  Complete only the information necessary for your order to be shipped.

4. Complete your order:

  1. Choose shipping method:
    1. Full address:  Complete the necessary information for the delivery of your order, and enter your contact details so we can contact you about the delivery.
    2. Collect in store:  Select the store where you would like to collect your order, and enter your contact details so we can contact you about delivery.
  2. Select payment method:  You can pay by card or with PayPal.
  3. Complete purchase:  Check all the information, accept conditions of sale and complete your purchase. You will receive a confirmation e-mail

Yes! If you placed the order as a registered user, access your account and you will find all the information in the “my orders” section. If you haven’t signed up yet, what are you waiting for? Sign up so you can easily track your orders.

If you placed your order as a guest, you will need to check your e-mail inbox and find the e-mail that we sent you to confirm that your order had been despatched from our warehouse. Here is the tracking link.

Have you received an item that does not match your order? Don't worry! Let us know as soon as possible contact. We will find the best solution for you. Remember that you only have a maximum of 3 working days from receipt of your order to let us know that your order is wrong or faulty.

Our apologies! We check all orders carefully to make sure that they are correct. Please get in touch with our Customer Service team so that we can resolve this for you as soon as possible.

It’s possible that we have since started/ended a promotion, and that is why you are seeing a different price. In accordance with our policy, Multiópticas reserves the right to change their prices whenever they deem necessary. For this reason, we are unable to refund the difference.

Sometimes we may have to cancel an order for various reasons:

Stock availability:We may have ran out of stock of an item before we were able to process your order.

Payment problems:It may be that we have not received your payment or that we have been unable to verify the payment details.

Problems with the delivery address:It may be that you have entered a delivery address that is incorrect or incomplete, and that our system has not been able to process it.

If your order has been cancelled, we will refund you accordingly and let you know. Under no circumstances will there be any cost to you.

You can use a credit or debit card, or you can use your PayPal account.

This can be for several reasons:

It may be that some information has been entered incorrectly. Check that you have filled in all the fields correctly.

The card may have expired. Check that your card has not passed its expiry date.

You may have exceeded your card limit. Check with your bank that your card has not exceeded its limit.

The payment will be taken when you complete your order and you receive the payment confirmation e-mail.

When you complete your order, a confirmation message will appear on the website. You will also receive an e-mail advising you that the order has been placed successfully. If you have not received these messages, but you have completed you order, don’t hesitate to contact our Customer Service team.

If you access your account, you will see a button in the order details that you can click to request an invoice .

Professionalism, and the service that we provide to you is our number one priority. We therefore comply with all European Union regulations, and use the required technology to ensure that your orders meet optimum security standards.

Multiopticas.com has consolidated the available catalogue by creating its own, which is why you may find differences in prices or promotions between the website and the stores.

When you have selected the items that you want, go to your shopping cart. You will then see a summary of the contents of your shopping cart. On this page, just below the order summary, you will see a field where we ask you to enter your promo code. After this, you will see that an option to “update the cart” has appeared on the product details. Click here to see how your shopping cart has changed after you have applied the code. Now you can continue with your order!

It will depend on our promotions. Sign up with multiopticas.com! We can then send you our offers and promotions.

On the mainland and the Balearic Islands, you will receive your order in 1-4 working days.

In the Canary Islands, it will be 2-8 working days.

In Ceuta and Melilla, it will be 3-7 working days.

If your order contains contact lens products, such as lenses or solutions, delivery could take an extra 1-2 days.

Bear in mind that there could be a problem that has obliged us to delay the delivery of your order. If this happens, please accept our apologies. If by the time it is delivered you no longer need it, don’t worry! You can return it to us. We always want you to be happy with your purchase.

Location Estimated time Delivery charges
Mainland and Balearic Islands 1-4 working days €5.90
Canary Islands 2-8 working days €9.90
Ceuta and Melilla 3-7 working days €28 (*)

(*)  For deliveries to Ceuta and Melilla, the User will need to pay additional customs charges and taxes on the order. These charges need to be settled once the order is delivered, and will never be included in the price that is paid for the products. Should the order not be received due to reasons attributable to the customer, all costs associated with its subsequent delivery or return will be the responsibility of that customer. .

If you placed the order as a registered user, go to your account and you will find all the information in the “my orders” section. If you have not signed up yet, what are you waiting for?.

If you placed your order as a guest, you will need to check your e-mail inbox and find the e-mail that we sent you to confirm that your order has been despatched from our warehouse. Here is the tracking link.

If the delivery period we promised you has passed, check the status of your order:

  1. You placed your order as a registered user: Find your order on your account and check its status.
  2. You placed your order as a guest: You will find a tracking link in your confirmation e-mail.

Bear in mind that there could be a problem that has obliged us to delay the delivery of your order. If this happens, please accept our apologies. If by the time it is delivered you no longer need it, don’t worry! You can return it to us. The last thing we want is for you to be unhappy with your purchase.

If you require any further information, don’t hesitate to get in touch with our customer service team so that we can give you a more detailed answer. Contact us

It’s really simple: When you are placing your order, at the “Delivery” stage, select the option “Collect in store”.

  1. Have you selected a store yet?Click on the “select collection store” button. A window will now open: enter a street name (avenue, road, etc.) and a number, then the closest stores to this address will appear. Find the your preferred store, and click on “Collect from here”.
  2. Have you already selected your collection store?You will see that the one you selected will appear by default. If you would like to collect from a different store, click on the “select collection store” button. A window will now open: enter a street name (avenue, road, etc.) and a number, then the closest stores to this address will appear. Find the your preferred store, and click on “Collect from here”.

When your order arrives at the store you selected, you will receive a notification e-mail. You will have 7 working days to collect your order from the day you receive the notification e-mail. Remember to bring your order number and a form of personal identification (driving licence or passport). If you authorise another person to collect the order on your behalf, they will need to present a form of personal identification as well.

The only difference is the delivery period (2-8 days) and the delivery cost (€9.90). There will be no additional customs charges.

The delivery period is 3-7 days and the delivery cost is €28. You will need to take into account the customs charges that will have to be paid when you receive the package.

Our apologies! At the moment we are unable to make deliveries outside Spain.

Of course! We want to make things as easy as possible for you. All you need to do is give us the delivery address for your place of work. Ideally, you should give us the name of the company or premises in the delivery details.

Unfortunately not. Remember that we can deliver to any address you choose, or you can collect your order from our store. We have more than 600 stores, so you can choose the one that suits you!!

This depends on the courier company. When we send you an e-mail to inform you that your order has left our warehouse, we will include a tracking link for the courier company. You can use this link to check if it is possible.

Once you have made payment, you can no longer cancel or amend your order. That said, you will have 30 days to return your order, if you wish (only applies to orders placed on www.multiopticas.com). For more information, check the returns policy for cancellations.

This depends on the reason for the return:

 

  1. Is the product damaged, defective or incorrect? Follow these instructions:

Get in touch with our Customer Service  team within a maximum period of 3 working days from receipt of the order. Our team will evaluate the situation in order to provide you with the best solution. They will send you an e-mail with the documentation that you will need to include in the package that you will be sending back to us.

We are committed to sending you a replacement item or the correct item, provided that it’s in stock. If this is not possible, we will refund you the value of your order, including the delivery or returns charges.

  1. Have you received your product and you don’t like it, or no longer want it? Follow these instructions:

At multi o pticas.com we want you to be happy with your purchase. But if this is not the case, don’t worry! You have up to 30 calendar days to return it to us (only for orders placed on www.multiopticas.com), and we will refund your money.

Fill in the form at this link , select the option “returns and refunds”, enter the order number and the following information in the comments field:

Collection address

Contact phone number

Collection preferences (date and time slot)

Our customer service department will get in touch with you to explain the procedure you need to follow.

We will then refund the order value to you as soon as possible.

You can only make returns for cancellation in this way. Remember that returns directly to Multiópticas stores are not permitted.

Remember that, in order for you to be able to exercise your right to return goods, all returned products must be in perfect condition and in their original packaging. In the case of contact lens products, such as lenses or solutions, you will not be able to return them if they have been unsealed, used or tampered with in any way. All personalised items are excluded from the right to return goods.

This depends on the reason for the return:

  1. If the order is wrong or defective, you will need to get in touch with our customer service team within a maximum period of 3 working days from receipt of your order.
  2. If you would like to make a return due to cancellation (you have simply changed your mind), you will have a period of 30 calendar days from receipt of your order (only for orders placed on www.multiopticas.com) to return the package.
  3. You can find all the information regarding returns here

Please be patient. Remember that the package can take 1-8 days to be delivered, depending on your location. We will also need to receive it and then inspect it. If we take more than 15 working days to refund your money, don’t hesitate to contact us to find out what has happened.

Once we receive the package and have been able to check that everything is in order, we will process your refund immediately using the same payment method that you used.for your purchase.

If you have not received your refund within 15 working days, contact our Customer Service team so that we can check what has happened.

  1. If the reason for return is that the order is wrong, or the product is damaged or defective, we will cover the returns costs.
  2. Should you have changed your mind, the returns costs will be your responsibility.  

Yes, but you will need to return the entire order, as we cannot process partial returns.

With contact lens products, such as lenses or solutions, you will not be able to return them if they have been unsealed, used or tampered with in any way. All personalised items are excluded from the right to return goods.

Neither will you be able to return items used or damaged after being received, nor items received more than 30 days previously.

Our customer service team will be able to evaluate whether the returns request complies with the terms described here.

The returns process is the same as for the mainland

In this case, you will need to contact our Customer Service team so that they can help you.

Please contact our customer service team so that they can check what has happened and resolve it as soon as possible.

  1. If you are registered with multiopticas.com, go to the “My account” section on the website and click on “my orders”. Find the relevant order and print the proof of purchase.
  2. If you are not registered, go to your e-mail inbox and find the purchase confirmation; you can then print this as your proof of purchase.

The return procedure will not be completed until we receive the items that you asked to return. However, we would appreciate it if you could inform us if you have changed your mind regarding the return, and still have the goods in your possession, by using this contact form. We can then close the request. Our aim is to provide you with the best service, so it is very important that we are kept up to date on resolved cases.

You can try on your mó glasses virtually with this link, as well as from our sunglasses and prescription glasses catalogues, by using the virtual try-on filter. 

To try on glasses virtually you will need to give permission for the website to access your camera and/or your images. You can also download a screenshot of the photo so you can share it. 

If the video does not start, check that you are using one of the compatible browsers (Chrome, Safari, Firefox, Edge, Opera) and that it has been updated to the latest version. Also, if you are using a webcam, check that it is connected and that you have installed the necessary drivers on your computer and given the required permissions. Finally, the try-on tool may not work if you don’t have a good Internet connection.

The try-on tool will help to give you an idea of how the glasses look on you but you should bear in mind that it is just a software program, and they may look slightly different in reality. 

In addition to the virtual try-on tool, we have some tips to help you figure out which glasses will suit you best:

SQUARE FACES.Characterised by strong lines, and the forehead is the same width as the jaw. Round frames will suit you better to soften the lines of your face, and wider frames will make your face look more narrow.

OVAL FACES.Narrow faces with foreheads the same width as the chin and more prominent cheekbones. Practically all frames and shapes will suit this face shape.

HEART-SHAPED FACESor inverted triangle. The forehead is wider than the chin. Glasses that are wider at the temples and more narrow at the lower part of the face will suit you best, like cat eye or aviator glasses. You could also choose models that don’t stand out too far past the temples, if you want to balance out the facial lines.

ROUND FACES.The lines of the face are rounded and the face appears more circular. Square or angular glasses will suit you best.

LONG FACES.The distance between the forehead and the chin is longer. The glasses that will suit you are wider, models that cover more of the face to create the visual effect of shortening it.

As leaders in the optical industry, we would like to give you access to all the knowledge and experience of our professionals. Take a look at these tips and suggestions related to visual health.

We are aware of the importance of providing you with the best prescription service, and we are working on this. In the meantime, remember that we have more than 600 stores where you can get a prescription and access our wide range of mó glasses. Find your closest store here.

Follow the advice that we send you when you buy our products. 

Our glasses have a guarantee of 2 years for defects related to material, manufacture or assembly. This guarantee covers any defect related to manufacturing and all of its components.

This guarantee does not cover defects caused by the incorrect use or mistreatment of the glasses, or inappropriate use by individuals who provide services or work from centres that have not been authorised.

To take advantage of this guarantee you will need to present the proof of purchase.

At multiopticas.com you are able to buy mó sun products, our multilens contact lenses and our multiúnica solutions. To buy glasses from other brands, remember that you can always visit our stores. Find your closest store here.

To stop receiving notifications, fill in this   contact form or select the “account” option and in the comments say that you would like to unsubscribe from our database, giving us the e-mail address that you would like to unsubscribe.

No. You can also buy from us as a guest, only giving us the information necessary for the processing and delivery of your order.

We do recommend that you sign up so you can:

  • Track your orders quickly and easily
  • Keep up-to-date on our offers and promotions
  • Save your details for your next purchases

To change your account details, go to “User login” and enter your username and password.

Go to the section that corresponds to the information that you would like to change: Add/remove collection stores, change your favourite store, addresses, payment methods or personal contact details. You can also amend your prescription for buying contact lenses.

This is a list of your desired items. It is very useful for saving products that you like so you can buy them later, or contemplate buying them! In this way, you have them all in one place.

Go to the “Stores” section on the website, located on the main menu. You will find various options for finding your nearest stores:

  1. If you allow us to detect your location you will be able to see all the stores near to you without needing to enter any information.
  2. You also have the option to search by using an address. You just need to give us the street name and the building number.

Login with your password and go to your account. Go to “my stores” and click on “add store”. Let us detect your location, or enter an address so that we can show you the nearest stores to your location. Find your favourite store and click on “add”. Complete the process by clicking on “set as favourite”.

Remember, if you have not already signed up, you will need to do so to be able to select your favourite store.

Multiopticas.com has consolidated the available catalogue by creating its own, which is why you may find differences in prices or promotions between the website and the stores.

(+34) 918 357 302 atencioncliente@multiopticas.com

Mon-Thurs 8 a.m. - 1:30 p.m. | 3 p.m. - 5:30 p.m.

Fri 8 a.m. - 2:30 p.m.

During July and August: Mon-Thurs 8 a.m. - 3 p.m. and Fri 8 a.m. - 2:30 p.m.