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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.

Pay­ment
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.

Pay­Pal
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.
You also have the option to have your order deliv­ered to one of our pre­vi­ous­ly select­ed eCom­merce partners’.

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.

Receipt
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.

Deliv­ery and deliv­ery charges
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.

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.

Can­cel­la­tion
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

War­ran­ty and repair on our spec­ta­cles
You can always get in touch with the eCom­merce part­ner of your choice about war­ran­ty issues and repairs. Togeth­er we will find a sat­is­fy­ing solu­tion to the problem.

3. E-Commerce Partner

E-Com­merce Part­ner
We set great store by our stan­dards of ser­vice, qual­i­ty and cus­tomer care. This is why we ask you to choose an E-Com­merce Part­ner that is sit­u­at­ed close to your loca­tion. As we don’t run our own stores, this way we can still offer you a wide-reach­ing per­son­al service.

How can I become an E-Com­merce Part­ner?
Any opti­cians who are already sell­ing neubau prod­ucts in their stores can become eCom­merce part­ners. Please reach out to your neubau con­tact or get in touch with cus­tomer ser­vice at Silhouette.

4. 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.

5. 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.

6. 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. 

7. 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
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.