Frequently Asked Questions

Although designed and conceptualized in Europe, our frames are actually produced at a small selection of carefully handpicked manufacturing plants in China, Taiwan and South-Korea. Each of them is selected because of their expertise and experience regarding the  manufacturing and assembling of high quality optical frames, their high level of quality production as well their proven track-record regarding environmental and social standards.

After production is finished, each individual Heyelander frame is quality controlled by hand by a certified QC-company and checked on 27 individual points. Only the frames which are 100% QC-passed are finally shipped to our warehouse in the Netherlands.

For our acetate frames we use only the best handmade acetate color slates, coming from highly regarded acetate manufacturers like Mazzucchelli, Jin Yu, Jimei and TianYang. This ensures a unique individual character for each frame.

The material for our titanium frames is Grade 9 Japanese titanium procured from Ferdinand Wagner from Germany. The different colors are vacuum plated on the frames to ensure a solid scratchproof coating.

We are a manufacturer of exclusive optical frames and related optical accessories. We distribute our own brand, HEYELANDER exclusively online. We do not use local distributors, agents, account-managers or representatives, which are only adding to the cost of the product.

This is part of our business-model and one of the reasons we can keep the prices of our frames at a very competitive level. We sell only business-to-business, to Opticians and Optometrist Practices around the world and other professional parties active in the optical industry.

That means we can only accept and process orders which are placed and paid online via our B-2-B webportal HEYELANDER.COM.

Go to HEYELANDER.COM and click ‘Create Optician Account’.

After filling out all mandatory fields your Account request is sent to us for manual evaluation. You will be notified by email about this.

As soon as we can, we will evaluate your request and if your company is eligible, we will approve your account. Again, you will be notified about this by email.

NOTE: only companies active in the optical industry are eligible to become customer at Heyelander. We do not sell directly to consumers, end-users or traders.

From the moment your Optician Account has been approved, you are able to log in, using your email-address and the password you have chosen during the application process.

You will now see your Dashboard, and two clear buttons, indicating you can order via the Easy Order Sheet, or via the Collection overview. You can also combine the two different methods of ordering. On the top right of the page you will see the total amount of your order in the basket. After completion of your order, you can click on the GREEN “Continue” button at the bottom of the page to go to the Checkout page. Here you can select your method of Payment and Confirm the order.

We offer various methods of online payment: CreditCard (VISA/MasterCard and American Express), PayPal and Bank Transfer:

NOTE: Please remember that if you select Bank Transfer, you actually have to transfer the amount yourself via your own bank application, using the following data:

Beneficiary / Account name: Heyelander BV
IBAN: NL 68 RABO 0341 1739 24 (IBAN = International Bank Account Number)

Our Bank Address is:

Street + no: Croeselaan 18
ZIPcode: 3521 CB
City: Utrecht
Country: The Netherlands

The minimum order amount at HEYELANDER is € 50,- (ex. VAT / ex. transport costs).

All orders placed at HEYELANDER.COM require pre-payment before shipment. We do not offer any payment term or delayed payment. We also cannot offer any INCASSO services. Usually we ship your order out the same day or next day after we receive your payment. Payments made by PayPal and Credit Card we can see instantly (real-time), payments made Bank Transfer usually take a few days before they arrive in our Bank Account.

Within EU (European Union):

  • For every order between € 50,- and € 500,- we charge a flat fee for transport with DHL Parcel Europlus. This transport fee is depending on the EU country your company is located. You will find it at the check-out page during the ordering process.
  • Every order above € 500 is shipped for free within the EU with DHL Parcel Europlus.
  • At the moment your order is shipped, you will receive an email with the DHL Track & Trace code of your order.

Outside EU (rest of world):

  • For every order (minimum order value of € 50,- applies) the transport costs are calculated at the checkout, depending on the total (volume)weight of the order.
  • Outside the EU all orders are shipped with DHL Express. You are responsible for the import duties or other applicable taxes for the country or area where you are located. All Export orders will be shipped with an additional Commercial Invoice (including Harmonized Code and other mandatory data) in 3 copies.
  • Shipping Condition is always DAP (Delivered at Place).
  • At the moment your order is shipped, you will receive an email with the DHL Track & Trace code of your order.

We only sell, invoice and accept digital payments in Euro’s, other valuta are not possible and not accepted.

Cash payments, bank cheques, digirtal valuta or other documents of value are not accepted at this time.

All frames are shipped with fitted anti-reflective demo-lenses, and are packed individually in a clear poly-bag and then per 15-20 pieces in a sturdy neutral carton box. These are packed in strong neutral carton outer boxes if needed. No brand logos are used on our packing materials, to avoid theft.

NOTE: Accessories like cases are not included with the frames and are sold separately.

All frames and other products are shipped from our warehouse in Wijk en Aalburg, the Netherlands, where we keep inventory of 200.000 frames minimum. We try our best to ship your order the same day we receive your payment for the order.

This means the EU custom duties have been paid for all our products, and the products are free to move around within the EU without any additional custom duties. However, when your company is located outside the EU, please check your local custom duty regulations before you order. Heyelander cannot be held responsible for any custom duties which might be charged by your local authorities.

All Heyelander frames are covered by a two year factory warranty. This warranty covers any manufacturing  and/or assembly faults originated during the manufacturing process, and does not cover any breaks, wear or tear caused by continued use of the frame by the end-user.

These are the steps of our After Sales Service:

  1. Send a clear picture of the damaged frame to:
    1. Please include your company name and customer number in this mail.
    2. Based on the picture we are able to determine if the frame is covered by our factory warranty or not. You do NOT have to return the frame to us.
  2. If covered by warranty: you can choose between the following 2 options:
    1. We issue a “Discount Voucher Code” for the value of the damaged frame covered by warranty, which you can use during the check-out of your next online order.
    2. We send you a new replacement frame (if available). The frame will be free of charge , however the transport cost is at your charge. If you choose this option we will send you a PayLink for the amount of the transport cost, and we will ship the replacement frame as soon as we have received the payment. The better and more economical option will be to ship the replacement frame together with your next order.

Do you need any more help? If you have any doubts or questions, please don’t hesitate to contact us.

Tel: +31-85-0161610