Shipping & Tracking

For products ordered in the Impression Eyewear online store, you may choose:

• Standard delivery, with free shipping on orders over 99 KM. For orders under 99 KM, a shipping fee of 9.95 KM applies.
• Express delivery, with free shipping on orders over 199 KM. For orders under 199 KM, a shipping fee of 25 KM applies.

1. Standard Delivery

Delivery Timeframe

Once an order is placed, it enters a processing phase to confirm product availability. After processing, you will receive an email notification regarding the status of your order.

The usual processing time is 5 business days. Orders placed on Fridays and weekends will be collected by the courier service the following week. If your order includes multiple items that cannot be shipped from a single location, the order will be sent in separate shipments. The courier service will inform you about the delivery intervals for these shipments.

Receiving the Shipment

Impression Eyewear partners with Euroexpress d.o.o. for deliveries.

Couriers deliver packages to the specified address on weekdays between 08:00 and 16:00. Please ensure someone is available to receive the shipment during these hours.

Upon receiving the package, please inspect it for visible damage. If the shipping box shows significant damage and you suspect the product may be affected, refuse the shipment and notify us immediately by calling +387 62 374 272 or emailing info@impressioneyewear.com.

If the package appears undamaged, you may accept the shipment and sign the delivery receipt. The courier will attempt delivery twice. If you are not available at the address, the courier will call the phone number provided when you placed the order to arrange a new delivery time. If you are still unavailable, the package will be returned to us.

Delivery Charges

• Standard delivery is free for orders over 99 KM.
• For orders under 99 KM, the delivery fee is 9.95 KM, which will be reflected on the invoice.

NOTE: By confirming your order, you agree to the delivery terms by clicking the “CONFIRM” button.

Complaints

If any discrepancies occur with the purchased product per the provisions of the Consumer Protection Law, please contact us at +387 62 374 272, or email your details (name, surname, phone number) along with a description of the issue to info@impressioneyewear.com.

If you find upon opening the package that the delivered product does not match your order or the invoice information is incorrect, please notify us within 24 hours of receiving the shipment by calling +387 62 374 272 or emailing info@impressioneyewear.com with your details. We will respond to your complaint within 8 days from receipt, informing you of the next steps.

If we cannot assess the validity of the complaint, we will seek expert opinion from an authorized institute in Bosnia and Herzegovina. Impression Eyewear will cover the assessment costs. Based on the institute’s findings, we will proceed with the appropriate actions, and you will receive a resolution electronically.

The cost of returning an item is the responsibility of the customer, except in cases where the customer received a defective or incorrect item.

Size and Item Exchange

Item Exchange Procedure

If, after receiving the item, you decide to exchange it for a different size or another item of the same or higher price category, please contact us by calling +387 62 374 272 or emailing info@impressioneyewear.com. Have your invoice or shipping note number and the item code and size you prefer on hand.

A physical check will be conducted to verify if the desired size or item is available. You will then receive instructions on how to proceed with the size or item exchange.

When returning an item, it must be in its original, unused condition and undamaged packaging, along with the receipt, to the return address.

Upon receipt of the product, we will inspect it to confirm it is undamaged. If damage due to improper handling by the customer is found, the exchange will be denied, and the item will be returned to the customer at their expense.

Items that have been worn cannot be exchanged.

Exchange Timeframe

The exchange procedure can be initiated within 15 days of receiving the product. Once the exchange request is submitted, you have an additional 15 days to complete the size exchange process after the product is returned.

Shipping Costs

The customer is responsible for the cost of returning items, except in cases where a defective or incorrect item was received.

NOTE: By confirming your order, you agree to the terms of size and item exchanges by clicking the “CONFIRM” button.