Shipping & Returns
SHIPPING & RETURNS FAQ
> How do you ship your products?
> How long does it take for my order to arrive?
> How many days do I have to return an item?
> What items are non-refundable?
> The item I received is damaged or does not correspond to my order
> What return options do I have?
> How soon will I get my refund?
> My question is not addressed
What about the products?
We source the most amazing handmade products. Because of their nature, handmade products are unique, and their characteristics differ from one to another. We want to invite you to enjoy this uniqueness.
Where do you ship to?
We currently deliver in these countries of the European Union (and we are adding more).
- Austria
- Belgium
- Denmark
- Finland
- France
- Germany
- Ireland
- Italy
- Luxembourg
- Netherlands
- Poland
- Portugal
- Slovakia
- Spain
- Sweden
And outside the European Union
- Canada (Custom duties may apply)
- United States (Custom duties may apply)
Do you offer free shipping?
Yes! we offer free shipping for the following countries and order amounts:
- Austria for orders from €145
- Belgium for orders from €75
- Canada for orders from €195
- Denmark for orders from €145
- Finland for orders from €160
- France for orders from €95
- Germany for orders from €95
- Ireland for orders from €145
- Italy for orders from €145
- Luxembourg for orders from €75
- Netherlands for orders from €75
- Poland for orders from €145
- Portugal for orders from €145
- Slovakia for orders from €145
- Spain for orders from €145
- Sweden for orders from €145
- United States for orders from €165
How do you ship your products?
We will take the greatest love and care when packing and shipping your order. We use Bpost as a standard method, but we also offer UPS options.
We always ship your order insured and with tracking (Bpost), so you can monitor your order and relax.
All goods are delivered to the address you supplied in your order. It is important that you double-check the shipping information before placing your order. What you provide us with, is what we will use for fulfilling your order. If you made a mistake, please notify us as soon as possible so we can help you.
How long does it take for my order to arrive?
We will prepare and ship your order as fast as we can.
Depending on the destination country, it should take between 2 to 9 working days for your order to arrive.
- For BENELUX should arrive in around 3 days.
- For Germany and France, and other neighbouring countries, between 3 to 5 Working days.
- Rest of Europe, USA & CA, 5 to 9 working days.
How many days do I have to return an item?
We have a 30-day return policy.
How do I return an item?
Easy!
- Access your Etnia account.
- Select the product you want to return, select “Request Return” and submit.
- Once your request is approved, you will get a confirmation email with shipping instructions.
- Prepare your product for return.
- Please pack the items carefully, particularly if they are fragile.
- Send them back using the shipping label we will provide in case of defective or wrong items, or with your own shipping option. Just make sure it is with tracking.
What items are returnable?
- Within 30 days after the delivery date of your order.
- In unused and original condition, without damage, and unworn.
- If you received your order damaged, do not correspond with the items stated on the delivery note, or do not correspond to the items you ordered.
What items are non-refundable?
The following items cannot be returned:
- Vouchers, gift cards, and store credit. Even if you haven't used them yet.
- Used or damaged items (unless you received them damaged).
- Discounted items.
The item I received is damaged or does not correspond to my order
Don’t worry! If this is the case, reach out to us as soon as possible, max within 15 working days of the delivered date, so we can sort it out. We are always happy to help you.
Can the items be exchanged?
Sure!
You can exchange your item for a different model or colour, or any other product you like of the same or less price. Once the exchange request is approved (within our 30-day policy), and we have received the original item, the replaced item will be shipped to you.
What return options do I have?
- We can process the refund to the original payment method you used to pay.
- We can offer you store credit so you can purchase another of our beautifully handmade products.
- We can exchange the product for an item of the same or lower value.
How soon will I get my refund?
Quickly!
Depending on your financial institution, once we have issued your refund, it may take between 3 to 10 business days for you to receive it.
My question is not addressed
We are always happy to answer any question you have, please feel free to contact us!