An easy way to return your order and get a refund

<p id="isPasted"><br></p><hr><p><br></p><h2 id="where-is-my-order"><strong>Where is my order?</strong></h2><p><span style="font-size: 14px; color: rgb(0, 0, 0);">Once your order has been placed and processed, you will receive a confirmation email that includes:</span></p><ul><li data-start="268" data-end="288" style="font-size: 14px; color: rgb(0, 0, 0);">Your order details</li><li data-start="291" data-end="310" style="font-size: 14px; color: rgb(0, 0, 0);">A tracking number</li><li data-start="313" data-end="342" style="font-size: 14px; color: rgb(0, 0, 0);">A link to track your shipment</li></ul><p><span style="font-size: 14px; color: rgb(0, 0, 0);"><strong data-start="344" data-end="360">Please note:</strong><br data-start="360" data-end="363">Tracking information may take <strong data-start="393" data-end="405">2-3 days</strong> to become active. If there are no updates right away, please check back later.</span></p><p><span style="font-size: 14px; color: rgb(0, 0, 0);">You can track your order in two ways:</span></p><ul><li data-start="527" data-end="609" style="font-size: 14px; color: rgb(0, 0, 0);"><strong data-start="527" data-end="554">If you have an account:</strong> Log in and go to <strong data-start="572" data-end="586">My Account</strong> to track your order.</li><li data-start="612" data-end="766" style="font-size: 14px; color: rgb(0, 0, 0);"><strong data-start="612" data-end="645">If you don&#x2019;t have an account:</strong> Use our <a href="https://eu.emerica.com/pages/contact-us" target="_blank" rel="noopener noreferrer"><strong>Tracking Order Tool</strong></a>. This will take you to the FedEx or DPD website, depending on your shipping method.</li></ul><p><br></p><hr><p><br></p><h2 data-block-id="block-80432bc3-d0b6-4b1e-bee9-064da1ae1c95" id="i-dont-find-my-order-number-or-tracking-number"><strong>I don&apos;t find my order number or tracking number?</strong></h2><div data-block-id="block-8d2e58bf-3024-4f27-99a0-682221e9eec0"><span style="color: rgb(0, 0, 0);"><br></span></div><p data-start="979" data-end="1090"><span style="font-size: 14px; color: rgb(0, 0, 0);">Your order and tracking numbers are included in the <strong>confirmation email</strong> you received after placing your order.</span></p><p data-start="1092" data-end="1147"><span style="font-size: 14px; color: rgb(0, 0, 0);">If you can&#x2019;t find this email, please try the following:</span></p><ul><li data-start="1092" data-end="1147" style="color: rgb(0, 0, 0);"><span style="font-size: 14px;">Check your spam or junk mail folder,</span></li><li data-start="1092" data-end="1147" style="color: rgb(0, 0, 0);"><span style="font-size: 14px;">Use our <a href="https://eu.emerica.com/pages/contact-us" target="_blank" rel="noopener noreferrer"><strong>Tracking Order Tool</strong></a>,</span></li><li data-start="1092" data-end="1147" style="color: rgb(0, 0, 0);"><span style="font-size: 14px;">Or contact our <a href="https://eu.emerica.com/pages/contact-us" target="_blank" rel="noopener noreferrer"><strong>Customer Service</strong></a>.</span></li></ul><div data-block-id="block-18d5007e-2d85-44e7-a9f2-3d8a55f2ff13"><span style="color: rgb(0, 0, 0);"><br></span></div><hr><p><br></p><h2 data-block-id="block-e51f7a77-4135-461e-8c06-fa93a80dcab3" id="why-havent-i-received-a-confirmation-email-of-my-purchase"><span style="color: rgb(0, 0, 0);"><strong>Why haven&apos;t I received a confirmation email of my purchase?</strong></span></h2><div data-block-id="block-df367659-5df4-42fc-8be3-a3075705f1fc"><span style="color: rgb(0, 0, 0);"><br></span></div><p data-start="1356" data-end="1384"><span style="font-size: 14px; color: rgb(0, 0, 0);">The most common reasons are:</span></p><ul><li data-start="1356" data-end="1384" style="color: rgb(0, 0, 0);"><span style="font-size: 14px;">A <strong>typo</strong><strong>&#xA0;in your email address</strong> when placing the order</span></li><li data-start="1356" data-end="1384" style="color: rgb(0, 0, 0);"><span style="font-size: 14px;">The confirmation was caught in your<strong>&#xA0;spam or junk folder</strong>.</span></li></ul><p data-start="1508" data-end="1703"><span style="font-size: 14px; color: rgb(0, 0, 0);">Please double-check the email address used during checkout and look in your junk/spam folder. If you still can&#x2019;t find the email, contact our&#xA0;</span><span style="font-size: 14px; color: rgb(41, 105, 176);"><a href="https://eu.emerica.com/pages/contact-us" target="_blank" rel="noopener noreferrer"><strong>Customer Servic</strong></a><a href="https://eu.etnies.com/pages/contact-us" target="_blank" rel="noopener noreferrer"><strong>e</strong></a></span><span style="font-size: 14px; color: rgb(0, 0, 0);">&#xA0;team and we&#x2019;ll be happy to resend it.</span></p>

Track my order

Returning and getting refund is simple if you need to exchange your item

<h2 id="isPasted"><strong>SHIPPING PROCESS</strong></h2><p><span style="font-size: 14px;">Orders are processed immediately and shipped the <strong data-start="263" data-end="283">next working days</strong> from our <strong data-start="293" data-end="316">warehouse in France</strong>.</span></p><p><span style="font-size: 14px;">Shipping days are <strong data-start="340" data-end="360">Monday to Friday</strong>.</span></p><p data-start="366" data-end="378"><span style="font-size: 14px;">We ship via:</span></p><ul><li data-start="383" data-end="413"><span style="font-size: 14px;"><strong data-start="383" data-end="392">FedEx</strong>: for the European Union and United Kingdom</span></li><li data-start="418" data-end="444"><span style="font-size: 14px;"><strong data-start="418" data-end="425">DPD</strong>: for Switzerland</span></li></ul><p><span style="font-size: 14px;">Please note that FedEx may use local partners such as <strong data-start="484" data-end="494">Hermes</strong> (Germany/UK) or <strong data-start="511" data-end="518">TNT</strong> (France).</span></p><p><span style="font-size: 14px;">Delivery time depends on your location - usually <strong data-start="582" data-end="603">1 to several days</strong>.</span></p><p><span style="font-size: 14px;">In case you have any questions regarding shipping, please contact your&#xA0;</span><a href="https://eu.emerica.com/pages/contact-us" target="_blank" rel="noopener noreferrer"><span style="font-size: 14px;"><strong>Customer Service.</strong></span></a></p><p><br></p><hr><p><br></p><h2 data-block-id="block-0180e876-ce9f-43c3-8129-4ed35a56166f" id="shipping-countries"><strong>SHIPPING COUNTRIES</strong></h2><div data-block-id="block-a5397a69-b005-469b-aeda-c28dcbc09c33"><br></div><div data-block-id="block-8a65302a-a5f8-46fa-94ec-29eb8cf419bc">We currently ship directly to addresses in the <strong>European Union</strong>, <strong>United Kingdom</strong>, and <strong>Switzerland</strong>.</div><div data-block-id="block-ef7a0b39-8ba1-4a8f-bdbc-a1e2e74e9190"><br></div><div data-block-id="block-835ca072-a48e-4e7a-84dc-ddab2ae75368"><span style="font-size: 14px;">Unfortunately, we <strong>do not ship</strong> to the Channel Islands, Norway, Malta, Madeira, Liechtenstein, Gibraltar, French overseas territories (Guadeloupe, Martinique, Guyana, La R&#xE9;union Islands, and Mayotte), or the Canary Islands. We also do not ship to any countries outside these regions, but we hope to offer this in the future and for now you can go to our <a href="https://eu.emerica.com/pages/distributors" target="_blank" rel="noopener noreferrer"><strong>Distributors page</strong></a> and if your country is there you can contact them directly.</span></div><p><br></p><hr><p><br></p><h2 data-block-id="block-53023160-0a73-41b8-8853-3776e0de0b98" id="shipping-cost"><strong>SHIPPING COST&#xA0;</strong></h2><div data-block-id="block-16d0150b-6bb5-4ce4-ad38-8b276ed6745b"><br></div><div data-block-id="block-92dba21a-c761-4a11-95be-603232268302">Shipping within the European Union, United Kingdom or Switzerland is free for orders over EUR &#x20AC;100, otherwise orders are subject to the standard rates below.&#xA0;</div><div data-block-id="block-6d69af9f-d55e-4a53-b9c1-a39ffadb0e21">&#xA0;</div><div contenteditable="false"><table><tbody><tr data-row="1"><td colspan="1" contenteditable="true" data-cell="1-1" data-row="1" rowspan="1"><div data-block-id="block-02d8159f-4700-4c42-b0c8-1c020a89f1be" data-cell="1-1" data-colspan="1" data-row="1" data-rowspan="1"><strong>Zone</strong></div></td><td colspan="1" contenteditable="true" data-cell="1-2" data-row="1" rowspan="1"><div data-block-id="block-54567b6e-1e4e-4f40-b0bc-9d5d8e411280" data-cell="1-2" data-colspan="1" data-row="1" data-rowspan="1"><strong>Order Amount</strong></div></td><td colspan="1" contenteditable="true" data-cell="1-3" data-row="1" rowspan="1"><div data-block-id="block-a29c82a5-cd12-4315-85ad-9e1e6444decc" data-cell="1-3" data-colspan="1" data-row="1" data-rowspan="1"><strong>Standard</strong></div></td></tr><tr data-row="2"><td colspan="1" contenteditable="true" data-cell="2-1" data-row="2" rowspan="1"><div data-block-id="block-88f53748-26c8-4d5f-91df-a5db9a86caa3" data-cell="2-1" data-colspan="1" data-row="2" data-rowspan="1">European Union, Switzerland and United Kingdom</div></td><td colspan="1" contenteditable="true" data-cell="2-2" data-row="2" rowspan="1"><div data-block-id="block-f546e68a-3f2f-4ba0-a72d-0a172489a346" data-cell="2-2" data-colspan="1" data-row="2" data-rowspan="1">&#x20AC;0.00 -&#xA0;19.99</div></td><td colspan="1" contenteditable="true" data-cell="2-3" data-row="2" rowspan="1"><div data-block-id="block-e816490c-7eab-4132-8f32-1c4d913383b0" data-cell="2-3" data-colspan="1" data-row="2" data-rowspan="1">&#x20AC;4.95</div></td></tr><tr data-row="3"><td colspan="1" contenteditable="true" data-cell="3-1" data-row="3" rowspan="1"><div data-block-id="block-89b2d14d-299b-4bb7-a1c1-8c4134aa229c" data-cell="3-1" data-colspan="1" data-row="3" data-rowspan="1">European Union, Switzerland and United Kingdom</div></td><td colspan="1" contenteditable="true" data-cell="3-2" data-row="3" rowspan="1"><div data-block-id="block-5aadee6f-5f5f-4645-ad46-3b4368c11cc2" data-cell="3-2" data-colspan="1" data-row="3" data-rowspan="1">&#x20AC;20.00- &#xA0;99.99</div></td><td colspan="1" contenteditable="true" data-cell="3-3" data-row="3" rowspan="1"><div data-block-id="block-829bee54-a2f1-49ba-aeea-88cf9d5f241c" data-cell="3-3" data-colspan="1" data-row="3" data-rowspan="1">&#x20AC;10.95</div></td></tr><tr data-row="4"><td colspan="1" contenteditable="true" data-cell="4-1" data-row="4" rowspan="1"><div data-block-id="block-d786c10f-97c1-42a9-8e4c-02b6af4b1aab" data-cell="4-1" data-colspan="1" data-row="4" data-rowspan="1">FREE Ship&#xA0;European Union, Switzerland and United Kingdom</div></td><td colspan="1" contenteditable="true" data-cell="4-2" data-row="4" rowspan="1"><div data-block-id="block-693b0175-a658-4eb7-91de-e6bceb6fbcf4" data-cell="4-2" data-colspan="1" data-row="4" data-rowspan="1">&#x20AC;100.00+</div></td><td colspan="1" contenteditable="true" data-cell="4-3" data-row="4" rowspan="1"><div data-block-id="block-263b0ea7-596f-4a19-ae2d-398cabfe1196" data-cell="4-3" data-colspan="1" data-row="4" data-rowspan="1">FREE!</div></td></tr></tbody></table></div><p><br></p><hr><p><br></p><h2 id="how-long-will-it-take-until-my-order-is-delivered"><strong>HOW LONG WILL IT TAKE UNTIL MY ORDER IS DELIVERED?&#xA0;</strong></h2><div data-block-id="block-86228e1a-ed29-49fd-a506-f1a20c330148"><br></div><ul><li data-start="1842" data-end="1889"><span style="font-size: 14px;">Our orders are shipped <strong data-start="1861" data-end="1870">daily</strong> via FedEx or DPD</span></li><li data-start="1892" data-end="1984"><span style="font-size: 14px;"><strong data-start="1892" data-end="1909">Transit times</strong> from when your order ships out of our warehouse to delivery in your region - check your tracking link for the most accurate estimate</span></li><li data-start="1987" data-end="2035"><span style="font-size: 14px;">You can also use our&#xA0;</span><a href="https://eu.emerica.com/pages/contact-us" target="_blank" rel="noopener noreferrer"><strong data-start="2009" data-end="2029"><span style="font-size: 14px;">Track Order Tool</span></strong></a></li></ul><div data-block-id="block-78801fcb-cb88-4ddd-9030-18ef3361aae2"><br></div><hr><div data-block-id="block-c4f615f3-c2a0-421e-8c2d-b1080bd8dfb8"><br></div><h2 data-block-id="block-cce15666-791c-4857-bf7b-f2e58aaffa15" style="text-align: left;" id="can-i-ship-my-order-to-a-military-address-or-po-box"><strong>CAN I SHIP MY ORDER TO A MILITARY ADDRESS OR P.O. BOX?</strong></h2><div data-block-id="block-6227716c-4b85-47e5-ab98-97260acb6798"><br></div><div data-block-id="block-fa31d2c2-a371-40dd-94a4-1347fc37bb7a">Unfortunately, we cannot ship any orders to military address or PO boxes, our apologies.</div><p><br></p><hr><p><br></p><h2 id="what-happens-if-i-am-not-at-home-during-delivery"><strong>WHAT HAPPENS IF I AM NOT AT HOME DURING DELIVERY?</strong></h2><div data-block-id="block-5acab742-01b9-4198-b8f9-6f10284bfffd"><br></div><ul><li data-start="2221" data-end="2260"><span style="font-size: 14px;">FedEx will attempt delivery <strong data-start="2249" data-end="2258">twice</strong></span></li><li data-start="2263" data-end="2338"><span style="font-size: 14px;">After the second failed attempt, the package is returned to our warehouse</span></li><li data-start="2341" data-end="2416"><span style="font-size: 14px;">You&#x2019;ll receive an <strong data-start="2359" data-end="2375">email or SMS</strong> with the next delivery attempt details</span></li><li data-start="2419" data-end="2490"><span style="font-size: 14px;">You can also contact the carrier to arrange a delivery time or location</span></li></ul><div data-block-id="block-67c38897-fae7-49d2-abbf-657485f1c39f"><br></div><hr><p><br></p><h2 id="track-my-order"><strong>TRACK MY ORDER&#xA0;</strong></h2><div data-block-id="block-d49ff119-2f81-48f2-96bf-307c17a76e4a"><span style="font-size: 14px;"><br></span></div><p><span style="font-size: 14px;">Once your order has been placed and processed, you will receive a confirmation email that includes:</span></p><ul><li data-start="268" data-end="288" style="font-size: 14px;">Your order details</li><li data-start="291" data-end="310" style="font-size: 14px;">A tracking number</li><li data-start="313" data-end="342" style="font-size: 14px;">A link to track your shipment</li></ul><p><span style="font-size: 14px;"><strong data-start="344" data-end="360">Please note:</strong><br data-start="360" data-end="363">Tracking information may take <strong data-start="393" data-end="405">2-3 days</strong> to become active. If there are no updates right away, please check back later.</span></p><p><span style="font-size: 14px;">You can <strong>track your order</strong> in two ways:</span></p><ul><li data-start="527" data-end="609" style="font-size: 14px;"><strong data-start="527" data-end="554">If you have an account:</strong> Log in and go to <strong data-start="572" data-end="586">My Account</strong> to track your order.</li><li data-start="612" data-end="766" style="font-size: 14px;"><strong data-start="612" data-end="645">If you don&#x2019;t have an account:</strong> Use our <strong data-start="654" data-end="682"><a data-start="656" data-end="680" rel="noopener noreferrer" href="https://eu.emerica.com/pages/contact-us" target="_blank">Tracking Order Tool</a></strong>. This will take you to the FedEx or DPD website, depending on your shipping method.</li></ul><div data-block-id="block-f2b61f95-6447-4d19-84e3-25d3f9b54570"><span style="font-size: 14px;"><strong data-start="2776" data-end="2790">Important:</strong> Please double-check your delivery address. If undeliverable, your order will be returned to our warehouse.</span></div><p><br></p><hr><p><br></p>

Shipping countries & costs

Reach out to our team to request an exchange for an incorrect item

<div data-block-id="block-670a5004-fa73-45ca-a1d2-c64ddf20cec9" id="isPasted">To ship your orders quickly, please provide us on <a href="https://eu.emerica.com/pages/contact-us" rel="noopener noreferrer" target="_blank"><strong>Contact Us Page</strong></a> your correct address as soon as possible so we can contact the shipping company right away.&#xA0;</div><div data-block-id="block-500ac13b-1f51-4e3d-b118-4fd2a91079fe"><br></div><div data-block-id="block-e21d9ab9-1fc4-4063-ba70-4c5a2682e02f">Also, double-check your tracking information with our Track tool on <a href="https://eu.emerica.com/pages/help-faq?hcUrl=%252Fen-US" rel="noopener noreferrer" target="_blank"><strong>Help Center Page</strong></a>. If needed, reach out directly to the shipping company to arrange the best pickup location.</div>

Update my shipping address

<p><br></p><hr><h2 data-block-id="block-197aa7f3-5c22-4097-9362-964895c94a35" id><br></h2><h2 data-block-id="block-197aa7f3-5c22-4097-9362-964895c94a35" id="lost-packages">Lost packages?</h2><div data-block-id="block-4538c0f1-a7b2-4460-960a-3c35c66993df">At Etnies, we aim to deliver every order to you in perfect condition. If your order is lost during transit, please contact our customer support team through our <a href="https://eu.emerica.com/pages/contact-us" rel="noopener noreferrer" target="_blank"><strong>Contact Us Page</strong></a> with your order number and any relevant details.</div><div data-block-id="block-4873ccd4-f80b-4070-a9ec-c9e0dfa41b37"><br></div><div data-block-id="block-5ddc8375-daac-44fa-9152-c64ae90a9559">You can also track your order or reach out to the shipping company. For more information, visit our <a href="https://eu.emerica.com/pages/help-faq?hcUrl=%252Fen-US%252Fssp%252Flogin" rel="noopener noreferrer" target="_blank"><strong>Track My Order Page</strong>.</a></div><div data-block-id="block-2f5b15bd-6a84-44cb-96e8-256cc3df6b94"><br></div><p><br></p><hr><p><br></p><h2 data-block-id="block-592063a1-499b-45a1-9f2a-33ffcef67ac1" id="order-marked-delivered-but-not-here">Order marked delivered but not here?</h2><div data-block-id="block-c506d2fa-8d6b-4e9a-8091-8228b2b2399f">If no one was home during delivery, the carrier will leave the package in a safe spot. Check around your home and with neighbors or building management who might have collected it for you.</div><div data-block-id="block-9d70764a-f2d9-44e7-8425-842a6fff3797"><br></div><div data-block-id="block-1d251b23-91ee-4f5c-9304-c2fdee769414">Also, double-check the shipping address in your order confirmation email to make sure it&apos;s correct. Sometimes, packages are marked as delivered but may take extra time to arrive.</div><div data-block-id="block-77dbd9d5-18c0-460a-9400-030607e4607f"><br></div><div data-block-id="block-f93a2ea2-13c1-4211-a181-b8d532b010d9">If you still can&apos;t find the package, contact the carrier. To find your carrier, check your emails or visit our <a href="https://eu.emerica.com/pages/help-faq?hcUrl=%252Fen-US%252Fssp%252Flogin" rel="noopener noreferrer" target="_blank"><strong>Track My Order Page.</strong></a></div><div data-block-id="block-b8378e80-3b55-48f6-a963-b431f9fbb789"><br></div><div data-block-id="block-7effd9e9-5ea1-470d-8f78-70962fe764c6">For more help, email our team through the <a href="https://eu.emerica.com/pages/contact-us" rel="noopener noreferrer" target="_blank"><strong>Contact Us Page</strong></a><strong>.</strong></div><p><br></p><div data-block-id="block-c1a14d23-a26a-45b6-92b0-5a89cea91c16"><br></div><hr><p><br></p><h2 data-block-id="block-f87b95d9-db40-478f-8dea-5610ae69863b" id="damaged-packages">Damaged packages?</h2><div data-block-id="block-25347c75-818b-4fe5-8acd-349b216545d7">We understand how disappointing it is to receive a damaged package. If this happens, please report it to our customer support team through our <a href="https://eu.emerica.com/pages/contact-us" rel="noopener noreferrer" target="_blank"><strong>Contact Us Page</strong></a> as soon as you receive the order. Make sure to include photos of the damaged items or package.</div><div data-block-id="block-a526a3a5-a43b-4359-a6a8-0b45a2e908df"><br></div><div data-block-id="block-289f624a-4305-47d0-a67e-de4bd9c45d6a">We will review the documentation you provide and, if needed, arrange for a replacement or issue a refund.</div><p><br></p><p><br></p><hr><p><br></p>

My package gets lost or arrives damaged

<div data-block-id="block-47acf729-9c00-41f0-9c07-48556cd7974b">We&apos;re sorry to hear you received the wrong item in your order! Please report the issue to our team through our <a href="https://eu.emerica.com/pages/contact-us" rel="noopener noreferrer" target="_blank"><strong>Contact Us Page</strong></a>. Include a photo of the item you received and the name of the missing item(s). Double-check the package for any notes or packing slips indicating that your other item(s) were shipped separately.</div><div data-block-id="block-26b6867d-737c-45e3-81c8-554039c258ee"><br></div><div data-block-id="block-20a2d9da-c940-46de-a141-f34593170336">While we may not be able to guarantee a replacement of your exact order due to potential stock issues, we&apos;ll do our best to resolve the situation!</div>

What to do if you received a wrong item?

<h2 data-block-id="block-2918d507-8cb1-407f-804e-d1c8b9b17d10" id="isPasted">Authorized Payments on Our Website</h2><div data-block-id="block-e6f0ca69-5e3d-46d3-a00e-3b83e743c356"><br></div><div data-block-id="block-dd38677e-2b46-493a-8cb1-f053cd8ae0d2">We accept payment by <strong>Visa, MasterCard, American Express, JCB, Discover, Shop Pay, Apple pay, Google Pay, Diners Club, and PayPal</strong>.</div><p><br></p><p><span style="font-size: 14px;">Keep in mind that not all payments methods may be available in every countries.</span></p><div data-block-id="block-2a56a54b-9b71-4419-8ef2-471225e85704"><br></div><div data-block-id="block-9e3d54da-1e0f-415b-ab38-e14f2de10f2d">We do not accept COD orders or debit cards. <strong>Credit card numbers should not be sent by email</strong> as it is not secure.</div><div data-block-id="block-c67fbdbd-bbfe-458a-9ce4-17bff875ac3c"><br></div><div data-block-id="block-478ed542-56ff-43e1-9770-9bc168ead23b">The billing address you provide must match the one on file with your credit card issuer. If a credit card authorization fails, we may cancel your order without notice. We cannot resolve credit card issues with your financial institution if your card is declined. It is your responsibility to address credit card problems with your bank.</div><div data-block-id="block-5ad6364b-9acd-49b5-88ad-d9f2577e8cdd"><br></div><div data-block-id="block-ea019f74-3a0c-46bd-9d99-b4105501265e">Our store only accepts online orders. Orders cannot be placed by phone, mail, email, or fax.</div>

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What to do if you received a wrong item?

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