Our customer care

We are there for our customers

We support our customers at all times, in sales and after sales, because our most important objective is the satisfaction of those who choose Safilo. We provide our customers with the expertise of our Customer Care staff, who is based in Europe (Padua, Italy) and in North America (Secaucus and Portland in the U.S., Montreal in Canada). Our multilingual team is always up to date on our brands and products, acting as the first and continued point of contact for opticians, chains and distributors.

Customer Care Performance

4,2/5Customer Satisfaction Index 2021
80%Satisfied or very satisfied customers (NPS 2021)

At all times, we are at the customer's disposal

We assist our customers in pre-sales by providing information about our brands and products. We guide them through product purchase and assist them in the after-sales process by offering solutions for spare parts, repairs and warranty claims. We also perform follow-up activities to investigate customer needs, suggest product offers and constantly improve our service. Listening to customers and understanding their needs is keyto giving them good service.

How to contact us

Our Customer Care lines are always open from Monday to Friday from 9am to 6pm.

Our customers can contact us through:

  • You&Safilo, our dedicated e-commerce site for opticians

  • A dedicated telephone line for each market

  • A dedicated e-mail address for each market

For our Key Accounts and distributors, we offer a personalised service with dedicated Customer Care contacts who can support from selection of collections in our showrooms (or remotely in our Virtual Showroom) to after sales and set up of POP display materials.

CountryPhone 1Phone 2Email
CANADA CS1800387723418008679389CA-service@safilo.com
North America CS18006311188mysafilo@safilo.com
Dealer Services Smith18006354401support@smithoptics.com
Consumer Services Smith18882062995support@smithoptics.com