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Get your answers here

Our FAQ page provides you with the most frequently asked questions about being a partner at Design Eyewear Group.
We always work hard to provide the best service for our customers. We have divided the text into sections
so it is easier for you to find what you are looking for. The service portal is brand new, and therefore we
will continue working on our FAQ. Check out our FAQ to see
​​​​​​​if there is an answer for your questions.


  1. Login

  2. How to create users and assign different roles for your employees

  3. How does the Partner Plus Program work?

  4. Return and refunds

  5. My orders and refund

  6. Where do I edit my account?

  7. BMA

  8. Service Platform

  9. Claim registration

  10. Mediabank

1. Login

How do I login to the service portal?

To access our service portal, you need to have a customer number, e-mail address and a password. You will find the login box in the upper right corner.

Please fill in your login data. If you are missing these, please contact our customer service team by phone or send an email.

I forgot my password.

Are you already a business partner, but cannot remember your password?

  1. Click on Did You Forget Your Password in the signin box.

  2. Enter your Customer Number and Email Address.

  3. Click the button Get New Password.

  4. Check your inbox for a password reset email.

  5. Click on the URL provided in the email and enter a new password.  

  6. If you do not see the email in your inbox check your spam/junk folder.

If you still cannot find the reset password email, please contact our customer service. We are always ready to help you.   

2. Create users and assign different roles for your employees

How do I give my employees access to the service portal?

As our business partner you have access to our service portal, where you can create user IDs for your employees using the service portal. The different roles give access to the webshop and website and certain functions. The different roles you can create are: Owner, Accountant, Store Manager, Site Admin and Sales Employee.

To create the different roles for your employees, you have to go to My Pages. You will find My Pages in the top right corner of the service portal after login. Under Account click to Edit Account and click View All Users; here you have an overview over all account users.

You can see the roles of the account users as well as edit and delete them to the right of the page by clicking on Edit/Delete. Please click Here to edit a user and go to your business role, where you have the option of choosing a role for your employee/collegue.

How to create a new account user?

Under account click to Edit Account and click View All Users; here you have an overview over all account users. Please click on Create New to the upper right to create a new user to your service portal. Under Create New User enter the e-mail address and full name of the user you are about to create.

Please save your new user on the save button on top of the page.

After you have saved your user you will see a pop up box with the message; You have now added the user XXX.

Users and roles

Our service portal provides different users and roles for employees. The roles described are concepts to help identify the different business process on the service platform.

The Owner: This is the store’s owner, who is the master user and have access to all functions on the platform. As an Owner you can create users for your employees and give them different roles: Store Manager, Accountant and Sales Employee. The Owner user is automatically created during login, and cannot be deleted.  

The Store Manager: This is a user who has access to all functions on the platform, such as creating users, view prices and accounting related pages.

The Accountant: This is a user who can see accounting related pages, such as invoices and order history. The role as an accountant can see the same pages as a Sales Employee.

The Sales Employee: This user can view functions related to sales, such as product search, product details, shopping basket and checkout flow. The Sales Employee cannot see prices and accounting related pages.

3. How does the Partner Plus Program work?

Where can I read more about the Partner Plus Program?

As a business partner of Design Eyewear Group we work together to benefit your business; by great collections of eyewear, high quality and great service support, every day.

How do I become a business partner for multiple brands?

If you are already our business partner, please contact your sales representative or our customer service team to hear more about the opportunities of our brand portfolio.

Why can I not see all of your brands in the webshop?

As a business partner you can only access the brands you are partnering with. If you are interested in becoming a business partner for multiple brands, please contact customer service.

4. Return and refunds

Where can I find the return address for Design Eyewear Group?

We have several return addresses depending on the country you are living in.

Please find return addresses below.

What is the return policy?

For us it is important that you as our customer find it easy to return products, and that you are informed about our return procedures.  

Before returning frames from travel orders to Design Eyewear Group, please ensure that the frames have been approved by your sales representative. Without a return approval from your sales representative it will not be possible to credit the returned frames. We will unfortunately have to return the frames to you.

It is only possible to issue a credit note if the frames are returned to us in perfect condition. After receipt of the returned frames Design Eyewear Group will as soon as possible issue a credit note. The credit process should not last longer than 2-3 weeks after receipt.

Please forward all returned frames to the return address of your country.

Warranty cases

In case of a warranty issue where the end consumer is in an unfortunate situation, kindly contact our Customer Service Department immediately and order a new frame.

When you have received the new frame, please return the defective frame to Design Eyewear Group. Upon receipt of the frame you will receive a credit note. To return the defective frame, please fill out the return form on our website, print it and enclose it in the shipment.

We kindly ask you to follow these guidelines in order for you to experience a fast handling/ crediting of your frame(s).

5. My orders and invoice

Where can I see my orders?

On the service platform you can easily find your invoice under order history. You will find order history in my account. Go to the print option and view your invoice.

Where can I find my invoice?

On the service platform you can easily find your invoice under order history. You will find order history in my account. Go to the print option and view your invoice.

6. Where can I edit my account information

Where can I edit my account information?

On the service platform you can easily find your orders under My Account on the top right corner after login. Click on Open Orders and Order History to view all of your orders.

You can also view your status under open orders.

7. BMA

8. Service Platform

9. Claim Registration

10. Mediabank