Persol Customer Care: A Complete, Professional Guide

How to contact Persol customer care

The fastest way to get support is via the official website at https://www.persol.com. Select your country/region in the site footer to see region‑specific policies, contact forms, and shipping/returns options. Most regions provide a guided Help/Support section, an email/web form for order or product questions, and live chat during local business hours. If you purchased through an authorized retailer (e.g., opticians, department stores, or optical chains), initial service should be requested from the original point of sale, as they can verify proof of purchase and escalate to Persol/Luxottica when needed.

Expect initial responses to online inquiries within 1–2 business days in most markets. For urgent issues on active orders (address changes, cancellations), use live chat if available; order modifications are typically only possible within 30–60 minutes after checkout. For in‑store service, use the Store Locator on persol.com to find authorized retailers and flagship locations that can perform adjustments and handle warranty claims on your behalf.

What to prepare when you contact support

• Order/POS details: persol.com order number or a retailer receipt (date, store name, tax invoice). Warranty claims require dated proof of purchase.
• Model identification: the inside of the temple will show codes like “PO 0649 52 20 145 95/31 3N.” Capture a clear photo. Key data are model (PO 0649), lens width (52), bridge (20), temple length (145), color code (e.g., 95/31), and lens class (e.g., 3N).
• Issue description and photos: 2–3 well‑lit photos showing the defect (hinge, temple, lens surface, nose pads) and 1 photo of the full frame. For fit issues, a short note on where pressure occurs (e.g., behind ear, bridge) speeds adjustments.

Warranty and coverage details

Persol eyewear is covered by a manufacturer’s warranty against manufacturing defects for 24 months from the date of purchase (duration may vary where local law provides additional rights; in the EU, statutory rights apply alongside the commercial warranty). The warranty covers defects in materials and workmanship such as faulty hinges, delamination, or structural failures not caused by misuse.

The warranty does not cover normal wear and tear (e.g., scratches on lenses), accidental damage, improper handling, unauthorized repairs, or loss/theft. For a smooth claim, provide your receipt, model code, and clear photos of the defect. Turnaround after submission is typically 7–14 business days for assessment; resolutions can include repair, replacement of the defective component, or a comparable replacement if the original model/color is discontinued.

Repairs, parts, and lens services

Routine services—ultrasonic cleaning, fit adjustments (temple bending, nose‑pad alignment), and screw tightening—can usually be performed on the spot by authorized opticians in 10–30 minutes. For component‑level repairs (temples, hinges, acetate parts), authorized service will source genuine Persol components. Typical turnaround for parts‑in repairs is 5–10 business days; factory or complex restorations (color‑matched acetate, rivet/arrow work) may require 2–4 weeks depending on part availability.

Costs vary by market and retailer. As a general reference, independent opticians often quote approximate ranges like USD/EUR 10–30 for silicone nose‑pad replacement (where applicable), USD/EUR 20–40 for screw/hinge refits, and USD/EUR 60–120 per temple for genuine part replacement. Prices are indicative only; warranty‑covered repairs are performed at no charge. Always request an estimate before proceeding, especially for vintage models (pre‑2000) where parts scarcity can increase cost and lead time.

Prescription and replacement lenses

For prescription lenses, Persol recommends using authorized opticians who can order authentic lenses or high‑quality equivalents matched to frame curvature and base curve. You will need your full prescription values (SPH, CYL, AXIS, ADD if applicable) and pupillary distance (PD). Many retailers offer lens warranties (e.g., 12‑month scratch or remake policies), which are separate from the frame warranty.

If you need non‑prescription replacement lenses (polarized, gradient, or classic crystal lenses), authorized service can advise on availability for your exact model code and size. Lenses should seat cleanly without stress; genuine lenses will fit to spec and often carry discrete markings consistent with Persol’s standards. Avoid third‑party cuts that require force, which can stress acetate and invalidate warranty.

Returns, exchanges, and order help

For orders placed on persol.com, return windows vary by region. As a rule of thumb, many regions offer a 30–45 day no‑questions return period for unused items in original condition, while the EU provides at least a 14‑day right of withdrawal for online purchases; check the return policy shown at checkout for your country. Personalized or prescription lenses may be excluded or have modified terms.

Returns are initiated through your order history or the returns portal linked in your confirmation email. In most markets, you’ll receive a prepaid label and drop‑off instructions. Once the return is received and inspected, refunds typically post within 3–10 business days to the original payment method. Exchanges are commonly handled as a return plus a new order to ensure availability and accurate pricing/tax.

Authenticity, model codes, and dating your Persol

Authentic Persol frames include distinct markers: the signature arrow on the temple, the Meflecto flexible temple system (a Persol hallmark since the late 1930s), crisp acetates, and clear, evenly applied engravings inside the temples. Typical temple text includes “Persol,” “Hand Made in Italy” or “Made in Italy,” the model code starting with “PO,” size data (e.g., 52–20 145), and compliance marks (e.g., CE in Europe). Color codes often appear as pairs like “95/31.”

To identify and date your model, photograph the inside of both temples and the bridge, then compare the codes (e.g., PO 0649 or PO 0714) to the current or archive listings on persol.com and trusted authorized retailers. Vintage pieces may differ in logo formatting and rivet construction. Customer care can help verify authenticity and advise on whether parts are still produced for your model and size.

Fit, adjustments, and daily care

Persol acetate frames respond well to professional heat‑assisted adjustments. If you experience pressure at the mastoid (behind the ear) or slippage at the bridge, an optician can fine‑tune pantoscopic tilt, temple spread, and nose‑pad angle (for pad‑arm models) in a few minutes. Note your lens width and bridge (e.g., 49–21 vs 52–20); a 2–3 mm difference can materially change fit.

For cleaning, rinse lenses under lukewarm water, apply a drop of pH‑neutral soap, and dry with a clean microfiber cloth. Avoid acetone, ammonia, or alcohol on acetate and coatings. Do not leave eyewear in environments above ~50°C (122°F)—for example, on a car dashboard in direct sun—as heat can warp acetate and stress lenses. Store the glasses in a hard case when not in use to protect hinges and lenses.

Common timelines and expectations

Typical service timelines are as follows: quick adjustments and cleanings, 10–30 minutes in store; assessment of a warranty claim after submission, 7–14 business days; parts‑in repairs, 5–10 business days; factory repairs or vintage restorations, 2–4 weeks. During peak seasons (May–August and November–January), add 2–5 days to these estimates.

For shipments placed on persol.com, standard delivery in many regions runs 2–5 business days after dispatch; expedited options (1–2 business days) may be available at checkout. Tracking updates generally post within 12–24 hours of label creation. If tracking shows no movement for more than 72 hours after pickup, contact customer care with your order and tracking numbers for a proactive trace.

Useful official resources

• Official site and regional support: https://www.persol.com (use the country selector for local contact, shipping, and returns policies).
• Store Locator (authorized retailers and service): navigate to “Store Locator” from the site footer after selecting your region.
• Order status and returns: access via your persol.com account or the link in your order confirmation email.
• Care and warranty information: see the “Customer Care” or “Help” pages for your region for the current 24‑month warranty terms and exclusions.

About the brand and ownership

Founded in 1917 in Turin, Italy, Persol is one of the world’s longest‑standing eyewear houses and is part of the Luxottica Group. The brand’s patented Meflecto temples (introduced in the late 1930s) and distinctive arrow detail are central to its design and fit philosophy, which informs the customer care standards around genuine parts, fit integrity, and lens specifications.

Because Persol operates globally through regional entities and authorized retailers, always verify policy specifics (return windows, shipping methods, taxes, and consumer rights) on the regional site before initiating a service request. This ensures your case is routed correctly and processed under the precise terms that apply to your purchase location.