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Frequently asked questions

1. Order, payment, shipping

Order confirmation
When an order has been successfully processed an order confirmation will be sent to your named email address. An order has been finalized as soon as a confirmation of dispatch has been sent from Silhouette International Schmied AG.
If you cannot find any confirmation of dispatch in your inbox, please check your spam folder.

Credit card
If you pay by credit card, you will be prompted to supply your credit card details in the course of the order process. Naturally, SSL-encryption will be used in the transmission of your data. After this your credit card will be charged directly, and we will handle your order.

If you want to use this payment option, you will be linked directly to PayPal during the order process. If you are an existing PayPal customer, you can simply log in using your customer ID and make your payment. Otherwise you can also log in as a guest or set up a new account. Thanks to PayPal’s buyer protection program this method is especially safe as you will be reimbursed in case anything should go wrong. The account that you have registered at Paypal will be charged directly on the day of your order. This has the advantage that your order process is sped up and ordered products on stock will often be shipped to you on the very same day.

Instant bank transfer
If you select instant bank transfer as a payment option, you will be transferred to the website of the online payment platform SOFORT GmbH. Please be advised that this payment option is only available for Austria and Germany. To make use of this payment option you will need to have an online banking account that is enabled for instant bank transfers using a PIN/TAN procedure. On receipt of payment confirmation from SOFORT we will accept your offer to finalize the contract and release the order.

Different delivery address
The delivery address can differ from the billing address. We are happy to send your items to a different delivery address. Please select to another address’ from the check-out menu and fill in the address at which you would like to receive your delivery. Bear in mind, however, that a different delivery address has to be located in the same country as your billing address.

Delivery times
Most of the products on offer are in stock ready to be sent out directly and can be delivered within five working days at the latest.
If your product should not be in stock, we will send it to you as soon as the product becomes available again. If this should be the case, you will receive a special notice by email.

Delivery status
If you have set up a customer account, you can always access your current delivery status on our website.

Your receipt will be enclosed in your package. If you have chosen a different delivery address, the receipt will be sent by post to your billing address.

Tracking your delivery
As soon as your order leaves our warehouse, you will receive a confirmation of dispatch with a tracking code by email.

At this time we are delivering to Austria and Germany. Delivery will be free irrespective of the value of the ordered items. This policy also applies to returned items. At the moment, our products are delivered via Austrian mail (Austria) and DHL (all other countries).

Buying prescription glasses
Prescription glasses can only be bought through our partner opticians. At this time we only sell sunglasses online. Partner opticians can be found via our retailer search.

2. Complaints, returns, exchanges

Return and refund
A return form is enclosed with your package and can be newly ordered in case it has got lost. You will not be charged for returning your item.
If you should cancel a finalized contract, we will refund all payment received from you within fourteen (14) days of receiving your notice using the payment method that was originally applied (except where other arrangements have been agreed).
Please avoid any damage or soiling of the products and send them back in their original packaging if possible, including all accessories (preferably including the protective packaging). If you should no longer be in possession of the original packaging, this will not impede the effect of your right to cancellation. In this case please provide the necessary protection against damage in transit by using suitable packaging.

You can cancel a finalized contract within thirty (30) days without giving any reason to do so. This period begins as soon as you or a third party that you have named (who is not the person making the delivery) has taken receipt of the item. In order to exercise your right to cancellation, please fill in and return our pre-prepared cancellation form. In order to exercise your right it will suffice for you to send such a statement before expiry of the cancellation period.

Service and help
You can access our customer service department from Monday to Friday, 8am to 8pm Central European Time and Saturday 9am to 12am via these email links:

Austria: at.​neubau.​service@​silhouette-​international.​com
Germany: de.​neubau.​service@​silhouette-​international.​com
United Kingdom: gb.​neubau.​service@​silhouette-​international.​com
Spain: es.​neubau.​service@​silhouette-​international.​com
Italy: it.​neubau.​service@​silhouette-​international.​com
France: fr.​neubau.​service@​silhouette-​international.​com

3. neubau stores

There are no stores that are run by neubau directly. Our products can be purchased offline from our distribution partners’ stores. You can find the store nearest to you through our retailer search.

4. Personal data

Data protection
You can find detailed information about data protection in our data protection statement.

Customer account
In order to save yourself entering your details again when placing future orders, you can set up a customer account via the log-in menu. Once you have set up your customer account you can access it anytime by entering your email address and your personalized password. You are not mandatorily required to register though. You can always place an order as a guest.

Newsletter subscribe
We are pleased that you are interested in our brand. If you want to receive our news you can sign in here at any time.

Newsletter unsubscribe
We are very sorry that you want to sign out from our newsletter. To stop receiving our news you must click on the sign out button in one of the newsletter emails.

Newsletter missing
Check if your newsletter is in the spam folder of your email account. We recommend to mark these emails as trustworthy”, so they end up in your inbox in the future.If you recently signed in to our newsletter, it can take some hours till you are successfully added to the mailing list.

5. Production and products

Made in Austria
Our products represent the highest standards in quality and design. All of our spectacles are produced in Austria with a lot of love and a keen eye for detail. We are an offshoot brand of our mother company Silhouette International Schmied AG.

Product accessories
All neubau eyewear spectacles are shipped with a cleaning cloth and a case. Also those items are manufactured with the same eye on utility and ecology. The neubau case for all naturalPX frames is manufactured from a cellulose base and without any need for glue, which makes it easily recyclable; the cleaning cloth is made from recycled plastic bottles and is packed only in recyclable paper.

6. Social commitment

See & Do Good
Our efforts to stay conscious of both environmental needs and excellent design is conveyed in the neubau motto SEE & DO GOOD. The conscious use of resources and regional Austrian production are at the core of our efforts. This not only concerns the material of our frames, it includes aspects like packaging, printed and in-store material. neubau eyewear additionally supports non-profit projects reinforcing nature in urban surroundings. Under this link you can learn more about our projects.

naturalPX is a highly developed eco-friendly material used to manufacture our polymer spectacle frames. naturalPX is made from organically sourced and renewable primary products, as 65% of it is based on oil extracted from the seeds of castor oil plants. naturalPX lives up to premium material characteristics: light in weight, super flexible and sturdy, without any limitations in terms of coloration, from deep colors to a long-lasting transparent crystal clear finish. The lightness of the material allows for comfort and gives our designs an enjoyable feel.

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