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Made in Austria Made in Austria

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.

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.
Please note we can’t deliv­er your glasses to a self-pick up sta­tion. Make sure to always insert your phys­ic­al address – oth­er­wise your order can­not be pro­ceed.

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, Ger­many, Italy, Spain, France and United King­dom. 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 this email link:
gb.​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, Newsletter

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
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.