WHAT IS SUPERNORMAL ABOUT?
We’re a small in-house team of designers creating hand-crafted eyewear to suit every face. Supernormal is whatever “normal” means to you. Our mantra is to dare to be yourself. Follow your intuition to find the ideal frame. If you want to read our story of becoming, click here.
WHAT IS YOUR SUSTAINABILITY POLICY?
We are not a fully sustainable brand. We are, however, a brand that is actively and steadily working on reducing the environmental footprint we leave behind. By making small and major changes in our product, supply chain and brand we work towards our goal of becoming a driver for positive change in the eyewear industry.
WHERE ARE YOU LOCATED? WHERE CAN I GO TO TRY ON A PAIR?
We are based in Vilnius, Lithuania. Our new studio is located in Užupis, Krivių st., 13A.
To find a partner store in your area, click here. We recommend you get in touch with them directly to see if they have the frame you want in stock.
Also, if you are in Vilnius, you can always visit us directly by booking your time here.
CAN I BUY A GIFT CARD?
Yes, you can purchase a gift card for nominals of €50; €75; €100; €150; €200. You can find the gift cards here. A gift card bought online can be used for purchases on the supernormalpeople.com website and in-store at the Supernormal Studio in Vilnius, Lithuania. Physical and digital Supernormal gift cards can't be refunded or exchanged for money. Valid for one year after your purchase.
CAN YOU TELL ME WHEN NEW PRODUCTS OR SPECIAL PROMOTIONS ARE ANNOUNCED?
Yes, simply register to our newsletter here.
IS MY PERSONAL AND CREDIT CARD INFORMATION SAFE ON YOUR WEBSITE?
Yes! Your personal online security is very important to us. We will never share or sell your information to any third party, the information we collect is only used to contact you about your order. Your credit card information is never stored.
To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. To ensure your information is kept private, we do not process or store any payment information in our database.
WHAT WARRANTY DO YOU PROVIDE FOR YOUR PRODUCTS?
Supernormal offers a two-year warranty with proof of purchase – we can’t guarantee that you won’t throw them into a lake, but any manufacturing defect is our responsibility. We promise to provide you a top-quality product or fix that mishap in exchanging your frames for new ones.
We understand that every case is unique, but we do have a general approach to dealing with glasses damaged during the two-year warranty period: If a product is defective, we will replace it for free. If the same item isn’t available anymore, we’ll exchange it for something similar, or give you a refund.
If you have any questions or think that your glasses may be defected – please contact hello@supernormalpeople.com with any of your questions and our team will be more than happy to help.
Though, there are some exceptions to this rule
We can’t replace them if the following applies to your glasses:
WHAT ARE THE SHIPPING AND RETURN COSTS?
Free on orders of €200 or more.
DPD express shipping service: €5
Self pick-up at DPD parcel lockers: €3.50
Returns: Free Returns.
Free on orders of €200 or more.
DPD express shipping service: €5 - €20 depending on the country
Returns: Free Returns.
Fedex express shipping service: €40;
Returns: Please send your request to return an item to hello@supernormalpeople.com and the team will provide you with options of the return process.
WHERE DOES SUPERNORMAL SHIP TO AND FROM WHERE?
All our packages are dispatched from our warehouse in Vilnius, Lithuania.
When the courier company collects the order from our warehouse, you’ll receive an email with a tracking number and the delivery date of the order.
Deliveries can only be made to individuals. Under no circumstances can a package be deposited in a PO box or any other location.
The courier company will make three attempts to deliver to your address. If they’re unable to deliver the package, they’ll leave a note letting you know of an alternative collection point where you’ll be able to collect your package for the following 10 days (from the first delivery attempt).
WHEN WILL MY ORDER ARRIVE?
Sunglasses without prescription will arrive in 1 - 5 business days
Eyewear without prescription will arrive in 1 - 10 business days
Simple prescription glasses & sunglasses will arrive in 5 - 15 business days
Complex prescription glasses & sunglasses will arrive in 10 - 20 business days
I CHOOSE SELF-PICKUP AT DPD PARCEL BOXES, WHERE WILL MY ORDER ARRIVE?
When ordering your item to be delivered via the DPD parcel boxes, you have a choice to pick you own parcel box, or the parcel box may be automatically chosen for you based off of the shipping address provided. The system will find the nearest DPD parcel box and deliver the package there. When the package arrives at the DPD parcel box, you will be notified via a text message to the provided phone number.
HOW CAN I TRACK MY ORDER?
You will receive a tracking number once your order has been fulfilled.
For all shipping methods you can track your parcel using the tracking number supplied in your shipping confirmation email.
WILL I HAVE TO PAY ANY DUTIES OR TAXES?
Customers may be liable for any customs and import duty, quotas, permits, product restrictions and other local requirements. These charges must be paid by the recipient of the parcel. Customs policies vary widely from country to country. Therefore, we suggest that you check the requirements in your country before placing an order. We will not be liable for any custom or import duties.
Please note that we cannot undervalue orders or mark them as a gift.
Customs policies vary from country to country – please contact your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.
Unfortunately, we currently do not offer tax refunds online.
WHY DOES THE ITEM I RECEIVED LOOK DIFFERENT THAN IT DOES ON THE WEBSITE?
Due to the variations of computer monitors, the colors on your computer screen may appear different than the actual product. In addition, some frames are created from layers of custom acetate that results in unique and individual patterns distinctive to each finished product, which may not look identical to the frame pictured online.
CAN I RETURN OR EXCHANGE MY ORDER?
Absolutely. With so many frames to choose from, the hardest decision is narrowing it down to ‘the one’. We allow for a ‘Try On’ policy for any online purchase valid for 14 days after receiving your order. The returned items have to be in their original packing, unworn, the lenses not scratched and overall the product must not be damaged, if it is – we will not be able to issue a refund.
You are also entitled to a refund or replacement if the item is faulty. To learn more about our returns policy click hereor email hello@supernormalpeople.com
Please keep in mind that we do not cover any shipping fees for items returned due to change of mind. We will ensure an easy return process, but the return price will be deducted from the total refund.
For orders placed in our studio, we accept returns and exchanges for 14 days from the date of collection (personal prescription orders excluded). Please contact us for further details!
WHAT IF I DON’T ACCEPT/COLLECT MY ORDER?
We will charge 25€ for declined items, for example, if you fail to reschedule a missed delivery attempt, refuse to sign for or will not pick up the order at your pick-up point.
If you change your mind about things you ordered contact us at hello@supernormalpeople.com immediately. You still have to collect your package and return it back to us.
WHAT DO I NEED TO DO TO RETURN MY ORDER?
Email the collection address to hello@supernormalpeople.com and wait for our confirmation.
According to your selected return delivery method, deliver the item to the agreed location.
The package must contain:
Once we receive the item, we will check to ensure that it’s in the same condition as when it was dispatched and that it contains all the elements detailed in the section above.
Once the check is complete, we’ll refund the full amount.
WHEN WILL I RECEIVE MY REFUND?
You’ll receive the amount within approximately 5-10 business days, depending on your bank, via the same payment method that you used for your purchase.
CUSTOM LENSES - RETURN POLICY
Unfortunately, all custom prescription lens orders cannot be fully refunded because each lens is specifically made individually by your recipe. Upon return, we can only refund the price of the frame, but not the price for the prescription lenses.
Each prescription order is made based on your provided recipe. If you receive your glasses and feel that the prescription is incorrect, we can offer to remake or refund the order only if it is proven that our technicians have made the mistake. If you have provided us with an incorrect prescription recipe, we can only refund the price of the frame.
WHAT DO I DO IF I'VE RECEIVED A DEFECTIVE ITEM?
Sorry if that happened! Don't worry, we will immediately replace the damaged or defective item at no additional charge. Send us a photo within 5 days of delivery, where the defection is clearly visible, and our team will contact you immediately.
HOW DOES SAME DAY STORE PICK-UP WORK?
If you ordered Computer Glasses or Sunglasses without custom lenses, you can pick up your order the same day in old-town Vilnius. Please wait until you receive a confirmation email, that your order is ready for pick-up and schedule a pick-up time here.
Our retail partners also have a selection of sunglasses available – you can find them here.
Unfortunately, custom and prescription orders cannot be ready on the same day.
CAN I RETURN OR EXCHANGE A GIFT CARD?
You can’t go wrong with a gift card, in fact, you can really only get it right. Click here (https://www.supernormalpeople.com/collections/sunglasses/products/gift-card) to purchase one.
You can purchase a gift card at our studio in Vilnius, or at www.supernormalpeople.com. Our gift cards can be used on supernormalpeople.com or at our Vilnius studio.
WHAT PAYMENT METHODS DOES SUPERNORMAL ACCEPT?
The payment methods available at Supernormal are the following:
Cards: VISA, MasterCard, Maestro, American Express.
PayPal (You will be redirected to your PayPal Account)
Paysera (You will be redirected to the Paysera gateway)
Or via a Bank Deposit
IS IT SAFE TO USE MY CREDIT CARD ONLINE AT SUPERNORMAL?
Your credit card information is never stored.
To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. To ensure your information is kept private, we do not process or store any payment information in our database.
WHY MY CREDIT/DEBIT CARD WAS DECLINED AT CHECKOUT?
If your order attempt was declined, this can often be due to your bank. Firstly, you should make sure that you have activated “Secure Internet Shopping” on your bank account, if that doesn’t help - we suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team to find an alternative payment method.
WHAT ARE YOUR FRAMES MADE OUT OF?
We take great pride in the quality and craftsmanship of our sunglasses and the precision and artistry that goes into the creation of every item in the SUPERNORMAL Collection. All of our frames are handcrafted fully from Cellulose Acetate and designed by Goda Narijauskaite.
WHAT IS CELLULOSE ACETATE?
The acetate we use is made from cotton based non-allergenic materials. Cellulose Acetate is a nylon-based plastic, made from processed wood pulp. It’s durable, lightweight and flexible. It is also hypoallergenic material, that comes from a renewable resource which makes it biodegradable.
WHAT’S THE DIFFERENCE BETWEEN CELLULOSE ACETATE AND REGULAR PLASTIC?
When regular plastic glasses are manufactured, the cheap hot plastic mass made from oil is poured into a mold, and this way thousands of them can be made in a day. This kind of plastic pollutes the atmosphere in horrific amounts. Plastic-based frames are un-adjustable and just really easy to break and the choice of production, the material and decision of having non-long-term items isn’t friendly for the earth at all.
CAN CELLULOSE ACETATE BE ADJUSTED?
Yes, these acetate glasses can be slightly bent in the area around the nose, making the glasses more narrow or wider, the legs of the frame won’t press on the temples because they can be shifted according to the height and length of your ears. We aren’t saying that this material is unbreakable, it just has the quality to be much more flexible than its rivals.
Warning (!) Please do not try to bend the glasses at home - we aren’t saying that this material is unbreakable, it just has the quality to be much more flexible than its rivals.
Bring in the glasses to our studio, or to a local optic to be adjusted.
ARE MY FRAMES REIMBURSED BY MY HEALTH INSURANCE?
Your health insurance may cover eye care. Before you purchase frames at Supernormal, it's best to check with your insurance provider whether these would be covered for reimbursement. This is completely dependent upon your insurer and the policy you hold.
Upon request, we can send you an invoice in which your order will be visible. Your insurance will see whether the invoice is charged for sunglasses, eyewear, computer glasses or custom prescription orders. For some insurance companies these invoices are enough to cover your expenses.
WHAT KIND OF LENSES ARE USED FOR SUNGLASSES?
All Supernormal sunglasses are polarized and come with a 100% UV protection, in compliance with European, USA, Australian and New Zealand standards.
All of our non-prescription sunglasses are made from triacetate cellulose – or TAC for short. There are 7 layers that make up TAC lenses. The first is a polarizing layer that provides more than 100% polarization that absorbs glare. The second and third layer allows durability that resists harsh environments. The fourth and fifth are UV absorbing layers that absorb over 99% ultraviolet rays. The last two layers are shock proof layers that increase impact and scratch resistance.
WHAT IS POLARIZATION?
Polarized lenses have a special, comfort filter, that blocks intensive reflected light and reduce glare. They are the most useful in situations with high glare possibility (in flat areas) - near water, on roads etc. The glare distorts the true color of objects and makes them harder to see. We recommend wearing polarized sunglasses while driving, to avoid distractions.
WHAT IS UV PROTECTION?
UV protection means blocking the ultraviolet light from reaching your eyes. Just like sunscreen helps protect your skin from UV damage, UV glasses block most of the ultraviolet rays reaching your eyes.
DO LIGHTER LENSES MEAN THAT THERE IS LESS PROTECTION?
The color of the lenses and the degree of darkness the sunglasses provide have nothing to do with the sunglasses' ability to block UV rays. The lighter and darker lenses protect your eyes from the UV rays on an equal amount.
WHEN I LOOK INTO THE SCREEN OF A PHONE WITH MY SUNGLASSES THE IMAGE IS WEIRD. IS THIS NORMAL?
Yes, when you look at your phone, a computer screen, the television or any other LCD screen with the sunglasses on, the view may seem distorted, striped or blurry. This is because the lenses are polarized, and your glasses are simply trying to protect your eyes from reflected light and glare. Of course, it is not ideal when looking at your phone, but we cannot make the deal that protection is valid only to the sun but not for other lights, right?
WHAT ARE THE COMPUTER GLASSES?
Computer Glasses block the blue light that is emitted from your computer screen. Wearing blue light blocking lenses is like having your eyes sit on a sofa.
SO, WHAT IS THE BLUE LIGHT?
Blue light is a color in the visible light spectrum with a short wavelength, meaning it produces higher amounts of energy. We’re exposed to it every day, particularly those of us who spend long periods outdoors, or in front of a screen, though too much exposure strains the eyes, causes headaches and leads to sleep deprivation. Eyes tend to become strained, dry and it becomes harder to fall asleep. Blue light blocking lenses help keep the pressure off and give your eyes some rest.
They are protected, and it’s so much easier to work in front of the screen for the rest of the day. Less dryness, less strain and more sleep.
CAN I ORDER GLASSES WITH PRESCRIPTION LENSES?
Yes! Both of our Computer Glasses and Sunglasses are crafted specifically to support even the strongest or the most difficult prescriptions. We currently offer this service through the website and physically at our Vilnius studio.
Click here to find all of the models available that are available to be made with your personal prescription at Supernormal.
Click the downside arrow on any pair of sunglasses when choosing them and provide your required prescription at checkout – it’s that simple. The production will take a longer time, but we will get them done.
WHAT IS REQUIRED IN MY UPLOADED PRESCRIPTION RECIPE?
Before making a purchase please make sure that your prescription:
- Is written by a certified optometrist
- Is valid (We don’t recommend using expired prescriptions)
- Is for eyeglasses and not for contact lenses (Contact lenses prescriptions are different from eyeglasses prescriptions. For this reason, please make sure that your prescription is for eyeglasses).
- Includes Pupillary Distance (PD).
On the selected frame, click the downside arrow on the frame requirements and provide your required prescription at checkout – it’s that simple.
HOW LONG DOES IT TAKE TO MAKE MY PRESCRIPTION GLASSES?
Once we have reviewed your prescription and have all the details we need, we can process your order. The production time is from one to three weeks (depending on your recipe) while our specialists customize your individual lenses, cut them out & place them into your selected frame.
DO YOU OFFER EYE TESTING?
Sorry, no, we don’t offer eye testing. But we can make your prescription order from the recipe you already have.
WHY YOUR PRESCRIPTION LENSES ARE SO CHEAP?
At Supernormal we believe that everyone deserves the right to see without breaking the bank. The reason we can offer such a small price is because our main goal is to sell our frames - not to charge extra just because you may have different eyes. To make sure you receive the best quality lenses, we've partnered up with the best Lithuanian optical technicians.
CAN I CHANGE THE LENSES FOR MY SUPERNORMAL GLASSES SOMEWHERE ELSE?
Yes! All of our frames can have the lenses swapped out. If you want to keep your Supernormal frames but renew the prescription lenses or sunglass lenses, you can do that both here with us at Supernormal and at your own optician. The choice is yours!
I CAN’T SEE WELL WITH MY NEW GLASSES. WHAT SHOULD I DO?
When you first receive your new frames, you may find that looking through the lenses feels a little strange. It can take up to two weeks for your eyes to fully adjust to your glasses. However, you know your eyes better than anyone else and, if you're experiencing more than on-boarding issues, do get in touch with us and we'll advise best next steps.
I ALREADY HAVE SUPERNORMAL SUNGLASSES, BUT MY LENSES ARE SCRATCHED. CAN YOU CHANGE THEM?
The good news is that most lenses can be replaced. Please email us a photo (hello@supernormalpeople.com) of your scratched lens, and we can check our inventory to advise if we have any replacement lenses available for that style of frame and inform you how much the replacements will cost.
HOW SHOULD I CARE AND CLEAN MY NEW GLASSES?
We recommend always keeping your glasses or sunglasses in their protective case when you are not wearing them, to ensure they remain undamaged and scratch-free. Whilst our glasses are treated with a scratch-resistant coating, they are not scratch-proof, so please use caution and common sense when taking them on adventures! Our lenses should be cleaned with the included microfiber cloth or a lens-safe spray; don't use towels, t-shirts or other fabrics, as these are can be abrasive to the anti-reflective coating and may cause rubbing marks or scratches over time.
Saltwater, sweat, sand and sun lotion can cause discoloring to the frames and lenses. Remember to clean the frames with a drop of lotion free dishwashing liquid in some lukewarm water from time to time.
Always use a microfiber cloth when cleaning your sunglasses. If needed add a drop of lotion-free dishwashing liquid to some lukewarm water and use to clean the lenses. Rinse thoroughly with tap water.
Some materials are corrosive and will damage your glasses if exposed to them; we advise you to keep your glasses away from these at all times. These include:
If any of these substances do touch your lenses, clean them with the microfibre lens cloth and a lens-safe spray as soon as possible. Extreme heat or cold may also cause lens or frame warping, so we recommend keeping your glasses with you, especially on very hot days, rather than leaving them in the car!
I WANT TO START SELLING SUPERNORMAL AT MY STORE. WHERE SHOULD I START?
Hooray! Drop us an email at hello@supernormalpeople.com
DO WE WORK UNDER CONSIGNATION?
We are accepting new partners only under a wholesale basis. While we understand that this can be difficult for some businesses, we have found this to be the most clean-cut process when working with both local and international retailers.
WHAT SHOULD YOU DO IF YOU’D LIKE TO CONTACT US ABOUT A POSSIBLE COLLABORATION?
Photographers, illustrators and other creatives: write us at hello@supernormalpeople.com
We are interested not only in collaborations with photographers, but with other designers on collection or campaign collaborations.
We’re open for all offers! Drop us an email and we’ll discuss!
IF WE HAVEN’T BEEN ABLE TO ANSWER YOUR QUESTION OR YOU HAVE ANY OTHER CONCERNS, PLEASE EMAIL US AT HELLO@SUPERNORMALPEOPLE.COM AND WE'LL BE MORE THAN HAPPY TO HELP.
