edel-optics.nl Reviews 

This was the worst customer experience I have ever had with an online retailer.

I placed an order with Edel-Optics months ago. At the time of purchase, the website did not clearly show that the item was out of stock, unavailable, discontinued, or dependent on a manufacturer back-order. I was given a latest delivery date of 4 June 2026, which made me believe the frame was available and would be delivered within the timeframe shown.

That delivery date passed and the item was never delivered.

After that, Edel-Optics repeatedly told me they were waiting for the manufacturer, but they did not provide clear proof of when the item was actually ordered from the manufacturer or a proper explanation for why the original delivery date was missed. I was also told that the manufacturer’s 1 to 2 week delivery time was still expected to be followed, even though the delay had already gone far beyond that. At one point the delay was close to six weeks, then almost eight weeks, while the explanations kept changing.

I also contacted the manufacturer/brand side to try to verify the situation, but they told me they could not view my specific order because Edel-Optics does not share customer data with them. That meant I was entirely dependent on Edel-Optics’ explanations, yet Edel-Optics still did not provide verifiable evidence for the key timeline.

Eventually, Edel-Optics stated that the original frame was no longer being produced. This made the situation even more concerning, because the item had not been clearly shown as unavailable or discontinued when I bought it. If the item could not be supplied, that should have been made clear before I placed the order, not months later.

Edel-Optics later offered the same frame model in another colour. However, instead of simply switching the product at the original price, they first told me I would need to cancel my original order and place a new one, even though the alternative colour cost around €45 more. Only after further complaints did they eventually adjusted the price and offered a small discount. By that point, I had already lost confidence in the purchase and in the way the issue had been handled.

Another frustrating part was how much focus Edel-Optics placed on my Trustpilot reviews. Instead of resolving the problem properly from the start, they kept sending me emails asking me to remove or change my Trustpilot reviews. I eventually had to ask them to stop emailing me about the reviews because it felt like spam and pressure rather than customer support.

Overall, I felt misled, ignored, and pressured throughout the process. I would strongly advise other customers to be very careful when relying on Edel-Optics’ stock information, availability claims, or delivery estimates.

The product arrived destroyed, and when I've sent it back (via UPS/GoVinted locker as requested), the package is not confirmed as received by UPS or the Edel-optics, and they refuse to reimburse the purchase. Crazy.
Avoid / buy your glasses somewhere else

I received a phone call from the company regarding a negative review I had posted on Trustpilot. My shipments hadn't arrived, and I had complained about it. My sunglasses arrived broken, and after 1.5 months I was sent the wrong replacement, which I then sent back—only for it to get lost by UPS. Since it is a German company, the conversation was in English, which wasn't a problem. However, the real issue was the complete lack of empathy. I suspect Edel-Optics hires an external call center in India to handle these issues for them. The man on the phone came across as cold and strictly business. No apologies or sympathy for the fact that a customer had to wait 1.5 months for a replacement pair of sunglasses.
Because I had written a negative review on Trustpilot, they were suddenly looking for a solution. This solution consisted of a refund ON THE CONDITION that I leave a positive review, because "this is bad for our company and we don't want that." I pointed out that this is no way to do business. The alternative option was to wait for the UPS investigation to find out where the sunglasses are, which could take up to 3 weeks. The man claimed that this is required by law and that, as a consumer, you are always supposed to write a positive review after an issue is resolved.
In the end, I chose to write a positive post because the issue was resolved—albeit under pressure. However, I feel this story deserves to be told as well. If the company wants to provide good service, they still have a lot of work to do. Packages getting lost during UPS returns, AI chatbots giving wrong answers, and then an unsympathetic call center employee trying to blackmail you by saying you must post a positive review or you won't get your refund. I don't call that customer service.
The initial delivery of the sunglasses goes well, but as soon as something needs to be returned, the problems begin. So for now, I am giving the company 1 star.

My delivery got lost. Asked for a resend, didn't get that either. I am now waiting more than a month since i asked for my money back.

Update:
Edel Optics offered me to reimburse me directly, if i take down my review, otherwise ill have to wait. My answer is no, i won't take down my review.

Ordered a sunglasses. And I’ve put a delivery day. Waited 5 hours on the same day. Package not coming, no mail from Edel, no mail from UPS.

Next day, same story..

Now on day 3, still waiting on my sunglasses.

Not happy with the service.

Zonnebril besteld, alleen Edel
Optics heeft verkeerde adres op
pakket gezet en DHL mag dit niet aanpassen als ik t vraag, dit moet Edel Optics doen, na 4 telefoontjes en 4 mails verder, Edel Optics wil niet helpen, t enige wat ze moeten doen is het juiste adres doorgeven aan DHL, dat willen ze niet. T enige wat ze zeggen dat de fout bij DHL ligt, wordt van kastje naar muur gestuurd en voor € 120.- opgelicht, krijf geen hulp van ze, zie hieronder hun
mail

Edel-Optics Customer Service (edel-optics)
14 jul 2026 13:18 CEST

Hello Patricia,

Thank you for your message.

We would like to clarify that the correct delivery address was provided when the order was processed and was transmitted to DHL accordingly.

Unfortunately, once a parcel has already been shipped, we are no longer able to modify the delivery address or request changes to the address label. Any possible adjustments must be handled directly by the carrier according to their procedures.

We apologize for the inconvenience and recommend following up with DHL regarding the available options for this shipment.

Thank you for your understanding.
Groet,
Het Edel-Optics Team

Ordered a pair of Prada sunglasses at a fantastic price Wednesday, delivered today as promised..

Glasses amazing quality!

Excellent Service

Order arrived the next day in perfect condition!

Very poor customer service - if you're unlucky and bump into an agent who has no idea what they're saying or doing, you're in for a treat.. second time for me and I'm over it all.

And you can't even speak to these people on the phone. Horrible.

Was a bit worrier about the webshop given some bad rev's. But my order turned out to be in a very clean box, fast shipping and at a very good price!

They allowed me to choose delivery slot on weekend and pay extra for it while not delivering on weekends. Support was useful and refused to refund extra payment even though that was a clear mistake on their side. Don’t recommend this service, they will not help you with delivery issues.

Super fast delivery. Less than 24 hours But they need to pay attention to the address printed on the box. As the UPS guy didn't know where to deliver it.

I was in doubt but I am so happy with how it turned out! Prada glasses that were 370, for 209 on this website. I ordered on sunday afternoon and received the parcel on tuesday evening! Perfety legit and pretty glasses. 10/10 would reccomend.

So this is a bit of a story. I wanted a pair of Ray-Bans, googled a bit, saw them on edel-optics but did not believe/trust the price (too low), so I bought them at another webshop. That went south, after shipping they got stuck in Germany. In all fairness: this was due to DHL, not the webshop. After waiting for more than 12 days, and a lot more waiting in the future if I wanted a re-send I decided I wanted my money back and try my luck elsewhere. And again I saw the price at Edel-Optics, and again could not believe the difference in price, but I "gambled" and bought them there. And boom, 3 days later I got them. For a lot less money. Anyhow, if you are in doubt like I was: they deliver. They are fast and cheap.

before I payed delivery was mentioned to take 2 or 3 days
after I payed the order confirmation said a week
not very trustworthy, so I assume it will take longer then that 😕

edit after Edel-optics reply:
that's a reasonable explanation so I improved the rating 🥳 and changed the title

It would have been super-awsome if during the order process I would have been given the option to have one shipped immediately and the second unit with some delay
I would have payed for the double delivery cost

re-edit after a couple of days:
a solution to speed up delivery was offered
(a bit cumbersome, but a solution is a solution)
to prevent any further delays I payed extra for express delivery
NOW THE SHIPPING COMP. REPORTS DELAY

after everything a bad experience overall
😡

I had a very positive experience with Edel's customer service. I ordered a pair of sunglasses, and after about a month, I noticed the color on the logo had faded. I reached out to Edel, and they responded quickly and professionally. I sent the sunglasses back, and they gave me the option to either receive a refund or get a replacement. The whole process was smooth and fast. I'm really happy with how everything was handled. Thank you, Edel!

Be careful with returning items!!!! After returning 5 items only 3 items where paid back. After asking many times they continued to say the items where not in the returned box. Only after sending a legal note did they pay me back within 2 hours. Not notifying me why now they finally chose to pay.
Seems very corrupt.

Ordered on April 12th, delivery in 4 days. Nothing. Send an e-mail, no response, called them, delivery in maximum 2 weeks, again nothing. Called them again last week, technical issue, will be solved very soon. Again nothing.

Order number E-NL25-4150521

Update: see reaction of Edel. If I receive the glasses I will update the review.

Update II: I received my sunglasses. Long story short, there is a lot to improve within Edel but they want to they can deliver extremely fast. Happy with my sunglasses but not with the process.

Easy to order, delivery within 2 weeks, packaging was fine. Happy to get my glasses. Had a pair if these earlier an they were damaged by seawater spray beyond rescue. Happy to find a good store where I can buy the exact same pair, hassle free. Recommend this store!

I ordered glasses on the edel optics website as a gift for my husband. There was no information about the active order in my personal account. The payment was successful, but I had neither the order number nor the parcel tracking. There was no feedback from the store.
Four days later, I received the parcel and was overjoyed, because the gift was timely)
However, the size of the glasses was too small for my husband, so I had to issue a return. There is no exchange in this store. So now I'm in correspondence with the store, which provided me with my order number, but the return label was not included in the parcel. It's been over a month since the order was placed, and support contacts me once every two weeks. I'm still waiting for the return address, but my hope for a refund is fading. I hope that I can still return the glasses, but that's the experience I had with this store. Keep these points in mind when ordering goods from this seller.