Frequently asked questions

You may specify a delivery address that is different from your billing address. We are happy to send your products to a different delivery address. During checkout, enter the delivery address of your choice and select whether the billing address is different from the delivery address. Please note: The delivery address must be located in your country.

Currently, our prescription glasses are only available through our partner opticians who offer a premium service that ensures the glasses will fit you perfectly and provide optimal comfort.

You can also use our Click & Collect Service at www.silhouette.com to order prescription eyewear frames and have them delivered to a partner optician near you, if this service is available in your country.

We currently offer the following payment options:

Credit card
When selecting the payment method credit card, you will be asked to submit your credit card details to us. The data will be verified to ensure that you are the rightful cardholder. We will then ask your credit card company to initiate the payment transaction. The credit card company automatically executes the payment transaction via a two-factor authentication and your card is debited.

PayPal
When selecting the payment method PayPal, you will be redirected to the website of the online payment service provider PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg ("PayPal"). You can enter your payment details directly and confirm that you wish to complete the transaction. With the Second Payment Services Directive (PSD2), new security requirements for accepting online card payments came into force on 14 September 2019. Using a two-factor authentication, you are required to provide two different details (e.g. PIN, TAN, biometric features such as fingerprint) in order to be authenticated electronically. As of 1 January 2021, two-factor authentication is mandatory for all purchases on the Internet with credit cards and payment services. Please note that you need a PayPal account to use this service and that we have no influence on the collection, use and processing of your payment data. The debit takes place after the order has been completed. Please also note the terms and conditions and privacy policy of PayPal under https://www.paypal.com/fr/webapps/mpp/ua/legalhub-full?locale.x=en_FR

immediate bank transfer
After selecting the payment method immediate bank transfer, you will be redirected to the website of the online payment provider Sofort GmbH, Theresienhöhe 12, 80339 Munich, Germany ("Sofort"). The Second Payment Services Directive (PSD2) is also applicable to immediate bank transfers. For this reason, the immediate bank transfer contains an additional authentication procedure, the so-called second factor. If you choose immediate bank transfer as payment method in the Webshop, log in with your online banking data. This first factor is combined with a second authentication procedure (depending on the bank: e.g. fingerprint, TAN), which confirms that Sofort has access to your bank account. Only then you can validate the payment order. Please note that we have no influence over the collection, use and processing of your (payment) data by Sofort. Upon receipt of the payment confirmation from Sofort, we release the order. You will receive further information during the ordering process. Please also pay particular attention to Sofort's privacy policy, which will be pointed out to you separately when you use the service, and Sofort's information regarding the PSD2.

In case of any difficulties completing a payment using the payment method of your choice, please check that you have entered all your payment details correctly and filled out all the additional fields.

If your credit card payment is declined, please check:

• that your credit card has not expired
• that the name printed on your card matches the name on your billing address
• your credit limit
• that you have entered the correct card security code (CSC)
• that 3D Secure is activated, because the transaction will be carried out using two-factor authentication (3D Secure)

Your invoice will be enclosed in the parcel with your order. If your billing address is different from your delivery address, your invoice will be sent to your billing address in the post.

Most products are in stock and will be shipped immediately. You will receive them within 4-5 working days.

If your product is not in stock, we will do our best to send it to you as soon as possible. If that is the case, we will inform you in a separate email.

If you have created a customer account, you can log in to check your order's delivery status. As soon as your order leaves our warehouse, you will receive an email with a delivery confirmation and tracking code.

Shipping is generally free of charge, regardless of the order value. Free return shipping is not available in all countries. Please see our General Terms and Conditions for more information.

If your order is not received, please contact Customer Service for tracking and delivery information.

Any lost or missing orders must be reported within 30 days of invoice (shipped) date.

You will find a returns information included in your package and can request a return label via the following link.

Should you withdraw from an agreed order, we will refund all payments received from you, within fourteen (14) days after receipt of your withdrawal declaration at the latest, using the same means of payment that you originally employed (unless otherwise agreed). Silhouette shall bear the costs for the return of the goods. This withdrawal will not result in any other costs or fees for you. Please use the return form enclosed with your order to return items and send the goods to Versandservice (PVS), Schleißheimer Str. 93a, D-85748 Garching bei München, Germany. We may withhold reimbursement until we have received the goods back or until you have provided a proof of dispatch. The goods must be returned without undue delay, in no event not later than thirty (30) days after submission of your declaration of withdrawal. You are only liable for any diminished value of the goods if this is the result of inappropriate handling of the goods by you.

You shall avoid damage of the goods (other than that necessary to establish the nature, characteristics, and proper functioning of the goods) and return them in their original packaging including all accessory components (if necessary with protective packaging). If you have damaged or soiled the goods or failed to keep the accessories or the original packaging, you are by no means restricted in exercising your right of withdrawal. In this case, please use suitable packaging to ensure adequate protection against transport damage.

You have the right to withdraw from the sale of the ordered good(s) at your own discretion and without giving any reasons. The withdrawal period will expire after thirty (30) days from the day on which you take, or a third party indicated by you (other than the carrier) takes, physical possession of the goods. In order to exercise your right of withdrawal, please send an express and unambiguous declaration (e.g. a letter sent by post, fax, or e-mail) to the contact address listed under section 11 or use the provided withdrawal form. In order to exercise your right, it is sufficient that you send such a declaration before the expiry of the withdrawal period.

Our customer service team is available from 8:00 to 20:00 from Monday to Friday, and 9:00 to 12:00 noon on Saturdays on the following email addresses:
service.en@silhouette.com

You can submit your complaints via this form: Complaint form

You do not need an account to place an order in the Silhouette online shop. You can also place an order as a guest.
If you choose to create an account, you can check the status of your current and past orders any time, update your billing and delivery address and, if you use our Virtual Try-On Tool, you can save your Virtual Try-On images for up to one year.

In the upper right side of the page, click ‘Login’. You will then be transferred to a page where you can either log in (if you have already created an account) or create a new account, so you do not have to re-enter your details the next time you want to place an order. You can also log into your account during checkout.

Please check to make sure you are entering the correct login details. If you’ve forgotten your password, click on ‘Forgotten your password?’ and enter your email address. We will email you a link to reset your password.

Please read our privacy policy for more information about data protection.

The Silhouette brand is synonymous with the very highest levels of precision, premium quality and innovation. Since our company was founded in 1964, we have continually invested in our production facilities in our home country of Austria. This has ensured that we can continue to maintain the position we have held for decades as a leader in quality in the premium eyewear segment. We set the highest standards for craftsmanship and are unwaveringly committed to quality and design as well as to our town of origin, Linz in Austria.

Our titanium glasses are made using premium high-tech titanium.
Compared to stainless steel, which is also used in the eyewear industry, high-tech titanium is seven times more flexible, without losing its shape. It weighs only half as much as stainless steel, making it extremely lightweight and comfortable to wear. It is also twice as strong, which makes titanium glasses highly durable and resistant to wear and tear.

We owe the excellent quality of our glasses not just to the optimised titanium alloy we use but also to our production processes, which we continually strive to perfect. Our goal is to consistently achieve the best quality as we turn raw materials into the smoothest and most refined surfaces. We are committed to using all our materials as efficiently as possible and minimising waste. And all of this enables us to deliver the high quality that our customers expect.

Silhouette eyewear is made entirely without screws and many of our models are also made without hinges. High-tech titanium is an extremely flexible and durable material. It is hypoallergenic, making it an excellent choice for customers with sensitive skin. The combination of these exceptional properties enables us to create the most comfortable glasses while also expanding the possibilities of our unique minimalistic designs. High-tech titanium is also resistant to cosmetics and UV light. What’s more, it perfectly maintains its shape for a comfortable fit, day in and day out.

Titanium is the main material we use to make our eyewear. All the titanium we use consists of special alloys that are not available in Europe and are sourced exclusively from Japan. Our suppliers there are ISO-certified and regularly publish their own sustainability reports.

Our SPX^®+ material offers clear and proven benefits for manufacturing plastic glasses. All the materials we use to make our eyewear must be able to fulfil specific requirements with regards to lightness, finish, precision, flexibility and strength. SPX^®+ is processed using state-of-the-art injection moulding, enabling us to create nearly any shape or dimensions for each model, working either manually or semi-automatically. This enables us to work with far greater precision than conventional techniques which involve milling frames out of acetate. SPX^®+ types with different degrees of hardness are fused together using composite injection moulding technology. For example, a softer plastic is injected over the hard temple inlay to make the temple soft and comfortable. Combining innovative materials and techniques enables us to minimise waste during production.

SPX^®+ maintains its shape perfectly despite its extreme flexibility. It is twice as strong as acetate, although it is nearly 40% lighter. The perfect balance of lightness and strength makes it an ideal material for creating unique minimalistic designs that offer the highest comfort and functionality. The flexible, heat-resistant material never loses its shape and fits comfortably and securely all day long. With SPX^®+, you never have to worry again about uncomfortable pressure points on the nose or behind the ears.

The polyamide granulate for SPX^®+, which is also one of the main materials we use to create our eyewear, is made by a renowned supplier in Switzerland with a responsible corporate approach to environmental protection, safety, health and social responsibility.

To ensure perfect vision and functionality, clean the lenses regularly with clean water and a soft cloth. We recommend using the cleaning cloth that comes with your glasses, or a similar micro-fibre eyewear cleaning cloth. You can also use a mild soap, washing-up liquid or standard commercial eyewear cleaners. Never rub the lenses dry, but lightly dab them with a soft cloth or leave them to air dry instead.

Silhouette sunglasses offer anti-glare protection and 100% protection against UV radiation (UVA/UVB/UVC, up to UV 400). They also keep your eyes protected from snow, rain and wind. All Silhouette sunglasses lenses are made from durable polycarbonate, making them extremely break-resistant. They also include back-surface anti-reflective coating.

They do not provide suitable protection against heavy impacts, hard objects, looking directly into the sun, lamps with high radiant energy or sunbeds.

Silhouette sunglasses lenses are made from polycarbonate and meet the international requirements for protection against UVA, B and C rays.
If you want to know which filter category and international standard your lenses comply with, check the code that is stamped on the inner side of the temple.

The first digit specifies which standard is used (EU, Australia or USA); the digit in parentheses specifies the filtering category the lens belongs to, and how the lens is intended to be used.

Category 0: Untinted to lightly tinted; light transmittance between 80 and 100%. The lenses can be worn while driving either in the daytime or at night.

Category 1: Lightly tinted; light transmittance between 43 and 80%. The lenses can be worn while driving in the daytime but not at night.

Category 2: Moderately tinted; light transmittance between 18 and 43%. The lenses can be worn while driving in the daytime but not at night.

Category 3: Dark tinted; light transmittance between 8 and 18%. The lenses can be worn while driving in the daytime but not at night.

Category 4: Very dark tinted; light transmittance between 3 and 8%. The lenses cannot be worn while driving.

We developed our patented Silhouette Light Management^® lens technology specifically for our sunglasses. This unique lens-making technology is exclusive to Silhouette sunglasses.
Silhouette Light Management^® lenses provide a pleasant brightening effect and comfortable vision along with complete sunlight protection, enabling you to enjoy all the following benefits:

• Enhanced colour brilliance for vivid, intense colours with a focus on cool and warm tones

• Stronger contrasts so you see more detail with enhanced depth perception

• Total protection: 100% UV protection up to UV 400, along with absorption of harmful blue light, and strong anti-glare and flash protection

Silhouette Light Management^® technology is integrated into most of our sunglasses models, but it is not technically feasible in models with lighter lenses, such as Classic Gradients.

Silhouette's POL filter gives you extra protection against glaring sunlight and strong reflections. Our polarized lenses deliver relaxed vision so your eyes do not become fatigued as quickly.

Please remember that wearing polarised glasses may limit your ability to see images on liquid crystal displays such as smartphones, laptops and dashboard displays etc.

We offer clip-ons in two different colours: grey and brown. In general, clip-ons are available for most of our rimless glasses. The lenses have a polarising (POL) effect.

In addition to the clip-ons, we also offer Style Shades. Unlike clip-ons, Style Shades are available in 5 different lens shapes (each in 2 sizes) and three different colours. The Style Shades let you instantly transform your rimless prescription glasses into a pair of stylish sunglasses. While the clip-ons always have the exact same shape as the lenses of your rimless glasses, Style Shades let you create an entirely different look.

Both clip-ons and Style Shades give you 100% UV protection and a POL filter, so you always enjoy clear vision. They are also light as a feather, making them extremely comfortable to wear.

Silhouette Vision Sensation^® means that your glasses are ‘100% Silhouette’—this guarantees the highest quality from the lenses and frames to the service you receive.

We design and create all our lenses and frames ourselves at our headquarters in Linz, Austria.

• Our consistent approach to how we design and create our glasses guarantees a tailor-made look and feel.
• At our Silhouette Lens Lab, we adjust each pair of lenses to meet our customers’ individual needs.
• By the time the glasses are ready to be shipped to you, they have already passed 100 quality checks to make sure they meet our strict standards.
  Find our more about Silhouette Vision Sensation^®.

If you bought your Silhouette glasses from one of our partner opticians, please contact them for full details about the warranty coverage and conditions they offer you.

If you need to replace the nose pads on your glasses, please contact your optician directly. They will be glad to help when it comes to choosing your nose pads, including ordering them for you.

If you bought your glasses from one of our partner opticians, they will be able to arrange repairs for you if needed.

If you bought your sunglasses from the Silhouette online shop and need to have them repaired, please email our customer service team:
Germany: de.silhouette.service@silhouette-international.com
Austria: at.silhouette.service@silhouette-international.com
USA: us.silhouette.service@silhouette-international.com

Please use our Retailer Search tool on our website to find a Silhouette partner optician near you.

You can search be entering the name of your town/city or entering your postcode.

Please click the link to sign up for our newsletter: Newsletter

Once you have signed up, we will send you an email to confirm your sign up. You must click the confirmation link included in the email before we can send you our newsletter.

Please check whether our newsletter may have ended up in your spam folder. If so, please mark our newsletter as ‘Not spam’ or ‘Trusted’ so you will receive it in your inbox from now on.

We hope you will enjoy receiving our regular newsletter. But if you do decide to opt out, you can click any time on the ‘Opt out’ link at the bottom of the email containing our newsletter.

If you change your mind after opting you, you can always sign up for our newsletter to start receiving it again.

Please click the link to sign up for the Silhouette Journal: Journal

Once you have signed up, we will send you an email to confirm your sign-up. You must click the confirmation link in that email before we can send you the Silhouette Journal in the post.

The Silhouette Journal is sent out once a year.

Please send us a message using our contact form: We will make sure you no longer receive the Silhouette Journal in the post.

Thank you for your interest in our company. We invite you to apply directly on our website for any positions that are currently available.

To see which jobs are currently available, please visit our corporate website.

Our success story began in 1964 when Anneliese and Arnold Schmied founded a new eyewear company driven by their long-term vision and passion. They were united by a vision of creating the world’s most beautiful eyewear, with an unwavering commitment to superior quality.

Headquartered in Linz, Austria, Silhouette International Schmied AG is now the global market leader in premium eyewear, with a workforce of around 1,400 employees. Today, three generations later, our company is still 100% family-owned. The company sets high standards for craftsmanship and is firmly committed to quality and design as well as to its town of origin, Linz in Austria.

Our family company’s leadership team consists of CEO/CFO Reinhard Mahr, COO Thomas Windischbauer, and CMO Michael Schmied.

Learn more about Silhouette.

Our company has always been guided by a strong sense of responsibility towards the world around us. We are committed to striking a healthy balance between people, the planet and our company’s success. We believe that we can actively shape the future for the better. And that is an opportunity that we do not want to miss.

As part of our long-standing commitment to sustainable business practices, Silhouette International serves as a role model as an active member of multiple sustainability organisations, including the Austrian Climate Federation, which we joined in early-2020.
Companies in the Austrian Climate Federation are committed to sustainable business practices, responsible handling of resources and our responsibilities towards society.

At Silhouette, we are dedicated to protecting the planet. That's why we've put the strictest environmental protection policies in place throughout our company, far exceeding the legal requirements. In 2021, we became the only eyewear brand ever to be certified under the European Commission's Eco-Management and Audit Scheme (EMAS).

For a detailed description of all our activities in the areas of sustainability, climate protection, social responsibility and our long-term vision for our company and region, please read our full sustainability report.

You can also reach us any time by submitting your query using your Contact form.

If you are a business customer (eyecare professional), please contact our local support team in your country.

If you are a member of the press, please find our press contact details on our Newsroom page.

We will respond to all queries as quickly as possible. In some cases, it may take longer to get back to you. Thank you for your patience!

You can submit your complaints via this form: Complaint form

You've seen some glasses you like. Now you can try them on virtually on our website. It's a great way to get to know our extensive product range and to find out which of our various models suit you the best.

To do a Virtual Try-On, take a video of your face using the camera on your device (desktop PC, laptop, tablet or smartphone). Make sure that you follow the instructions on how to move your face. You'll also be asked to hold a standard-sized credit card in front of your face (this is an optional step that you can skip) — please use the reverse side of the card so the camera doesn't capture your personal information. Putting the credit card in the frame ensures that the glasses are displayed at the right size. Now you're all set to try on models from our wide range of prescription glasses and sunglasses that are available to try with our Virtual Try-On tool.

The Virtual Try-On tool will ask your permission to use your camera. Once you have granted permission, the tool will use the camera on your device.

You can find the Virtual Try-On tool on the Silhouette website. In addition, all products that can be tried on virtually can be identified by an icon. You can also access the tool via the product page of any item with Virtual Try-On capability.

Yes, the Virtual Try-On tool allows you to download the video footage as an image.

You can view the video recording in your user account for 1 year after it has been taken. However, this depends on the availability of your user account (which varies depending on your country) or whether you have accepted browser session cookies with a duration of 90 days. This happens automatically as soon as you re-start the Virtual Try-On process. The process works with session cookies provided that the cookies stored via your browser have not been deleted in the meantime. You can delete the video at any time. Our software provider ditto Technologies Inc. stores data on their servers for 2 years. You can ask our software provider to delete your data at any time by revoking your consent.

The credit card is used to help scale the glasses so that they are displayed on the face at the right size.

Please ensure that you take the video in a bright, well-lit place. You will also achieve better results in the video if your hair is pulled back and your ears are visible. Look directly into the camera on your device and follow the instructions guiding you through the Virtual Try-On process.

The glasses and colours are displayed in a realistic way. There may be minor differences due to the way different screens are set up.

The Virtual Try-On tool is available for a selected range of optical eyewear and sunglasses. The models which have a Virtual Try-On option are highlighted with an icon.

There is an icon that shows which products have a Virtual Try-On option.

If you have any problems when using the Virtual Try-On, please get in touch with us via our contact form.

With Silhouette's Click & Collect service, you can put up to 3 pairs of glasses in your basket and arrange an appointment with your chosen Click & Collect partner optician. You can have the items in your basket sent to the optician ready to try on at your appointment. During your appointment, you will receive a personal consultation, have your glasses fitted and take an eye test (if needed). You only pay for the items you want to buy at the appointment with the optician.

You get to choose from a larger range: Silhouette has a more extensive range of products on its website than you will be able to find at our partner opticians. When you place a Click & Collect order, you can have the glasses you have selected sent directly to a Click & Collect partner optician near you.

Delivery costs: You pay no delivery costs when you place a Click & Collect order.

Pay at the optician: You will only have to pay for your Click & Collect order at the partner optician once you have tried the item(s) on.

You will receive confirmation by email as soon as you have completed a Click & Collect order. Your chosen Click & Collect partner will send you an email confirming your appointment request within 24 hours (working days only). You will then receive another email confirming the time of your appointment. We will dispatch your order so that it arrives before your scheduled appointment with your chosen partner optician.

If you can no longer make your appointment or wish to postpone it, please get in touch with your chosen partner optician directly.

If you miss your scheduled appointment and do not arrange a new one with your partner optician, the items you ordered will be sent back to Silhouette.

If you only have sunglasses in your Click & Collect basket and simply want to collect them from your partner optician (without having an appointment), the items you ordered will be kept for 14 days at the Click & Collect partner.

Delivery to your chosen Click & Collect partner is free of charge and you don't have to pay up front when you place your Click & Collect order. You only pay for the items you want to keep, directly at the partner optician's store.

There is no obligation to buy with your Click & Collect order. You pay for your order when you collect the item(s) from the Click & Collect partner optician.

You can only place Click & Collect orders from participating partner opticians. You can select one from a list on each product page or you'll also see it amongst the options during the checkout process.

There are one-hour time slots available for your appointment: 9am-5pm Monday to Friday and 8am-12pm on Saturdays.

If you have only placed sunglasses in your Click & Collect basket, don't need prescription lenses and simply want to try on your chosen sunglasses and then buy them, you don't need to make an appointment. Visit your chosen partner optician any time during their opening hours, try them on and make your purchase.

If you miss your scheduled appointment at your Click & Collect partner optician and do not arrange a new one with your partner optician, the items you ordered will be returned to Silhouette.

If you have only placed sunglasses in your Click & Collect basket and you simply want to collect them without an appointment with your partner optician, your order will be kept for you for 14 days at your Click & Collect partner.

With Click & Collect, you can order a maximum of 3 pairs of glasses to be sent to your chosen partner optician.

The price indicated on our website is the suggested retail price. The actual price varies from one Click & Collect partner optician to another. The price excludes prescription lenses.

Because it can take 4-5 working days for the order to be delivered, the earliest appointment you can arrange at your Click & Collect partner optician is on the 5th day after the order is placed.

Your chosen Click & Collect partner will confirm your appointment request within 24 hours (working days only). You will also receive another email confirming your appointment slot.

If the Click & Collect partner cannot accommodate your chosen appointment time, they will get in touch with you by email or telephone (if you have given your phone number) to arrange a new time.

It is not possible to cancel a Click & Collect order on the website silhouette.com. If you can't make your appointment, please contact your chosen Click & Collect partner optician directly. You can find their contact details in your order confirmation email.

If you miss your scheduled appointment and do not arrange a new one with your partner optician, the items you ordered will be returned to Silhouette.

When you place an order, you can try on the items at the Click & Collect partner optician. The optician will give you a consultation, adjust your glasses according to your individual requirements and, if need be, arrange for prescription lenses to be made. If you need prescription lenses, either bring your prescription along or arrange an eye test with the optician on the day.

Bring a printed copy or digital proof of your order confirmation so that your Click & Collect partner can give you the items you ordered.

Otherwise, if you have a prescription from a consultation with an eye specialist, bring this along to your appointment. Alternatively, the partner optician can do an eye test for you.

If you can't make your appointment or need to postpone it, please get in touch with the partner optician directly.

Click & Collect ordering is available on selected products only. It does not include our luxury collections Elegance and Atelier or prescription glasses in the Accent Rings range.

If you only have sunglasses in your basket and want to try them on without having a consultation, then you don't need to make an appointment. Simply visit your Click & Collect optician to collect and try on your order at any time during their normal opening hours.

You can place a Click & Collect order using the following options:

• I want to check out as a guest
• I want to create a customer account
• I want to sign in

We only require information that is necessary to process your order: form of address, first name, last name, email address. A telephone number is optional. Your data is only processed in order to complete your Click & Collect order and is passed on to the Click & Collect partner for this purpose. You can find out more information about this in our privacy policy.

If you have any questions about an appointment or if you want to postpone it, please contact the Click & Collect partner directly.

It is not possible to add more glasses to your Click & Collect order. If you would like to order more pairs, please create a new order.

If you have questions for Silhouette directly, which do not concern your chosen Click & Collect partner, please get in touch with us at:
France: click&collect@fr.silhouette.com

At the moment, the Click & Collect service is only available in France. You can only have orders sent to partner opticians in these countries.