Delivery
We ship up to 3 etos per order globally. On occasion delivery is unavailable in some areas in the world due to matters out of our control.
Shipping costs
Shipping up to 3 etos to USA and UK is currently free. We are also subsidising shipping costs for up to 3 etos to all other available destinations
The cost of shipping etos to your address depends on how far you are from our UK HQ. To find out the total cost of your order plus shipping (but excluding taxes and duties outside UK**), add your etos to the shopping cart and go through to the payment page. You will be able to see, and amend, your order before you pay.
Any accessories purchased independently of an eto will not receive free shipping. To find out the total cost of your order plus shipping, add your accessories to the shopping cart and go through to the payment page.
Taxes & Customs Duties
**Orders with a value of under $800 USD will usually not be subject to duty, however we ship from our UK hub and please note Taxes and Duty are excluded from the Price you pay and you are responsible for paying these locally if applicable. Where we send with duty and taxes paid this will be clearly stated in the shipping option.
Delivery times
Delivery on a scheduled day can never be guaranteed, please order several days before you need the items. When shipping outside the UK neither eto nor their carriers can be held responsible for delays at border controls or with customs authorities.
For UK Mainland, if you order before 1pm you should receive your items the next working day.
For Offshore UK and Scottish Highlands, items ordered before 1pm (UK time) should take 2 working days to be delivered.
International deliveries (outside UK) usually take between 3-7 working days.
Carriers
For UK we use DPD. Elsewhere it’s DHL.
Tracking your delivery
After dispatch, you will be sent a tracking link by email by DPD or DHL. Please ensure you enter the correct email address so you receive this message. Please check your shipping confirmation email. You will have received a tracking number in it, and you can click on that for more information.
You should also receive updates from DHL, FedEx or DPD via email or SMS please keep an eye out for these including in your spam folder. DPD also have an App you can download which gives you additional information/options about your parcel.
If you suspect your parcel may have been lost, first of all, we’re sorry that you haven’t yet received it. Don’t worry, contact us - hello@etowine.com within 7 days of the original delivery date and we’ll look into this for you. Unfortunately, if we are made aware outside of this time, it’s unlikely that lost parcel costs can be covered by eto.
For any questions about how to return items see below.
Refusing Delivery
If you refuse delivery for any reason, the carrier will return the parcel to us. Within 14 days of receipt back into our warehouse we will refund the product cost but will deduct any shipping costs you paid.
We will also deduct any carrier charges for returning the parcel to our UK warehouse; NB these charges can be significant.
EU deliveries and Brexit
From 1st January 2021, we have put measures in place to help our EU customers have their etos reach them as smoothly and quickly as possible. We are now exporting to 27 different countries rather than within a single bloc and we know that each EU country interprets and applies regulations in their own way. We are aware that there may be temporary issues and hold-ups as a result.
When you place your order to be delivered to an EU country you will be able to track it, as usual, using the link sent in the shipping confirmation.
If you spot a hold-up or difficulty with delivery then please get in touch with us as soon as possible at hello@etowine.com and we will do all we can to resolve the situation rapidly.
Returns & Exchange Policy
Please note, no free Returns - shipping cost to UK will be at customers expense
You can return any of our products that have not been used within 30 days of delivery (or by 31st January the following year for all orders made between 15 November and 24 December) for a refund of the product cost but not any delivery costs you paid*, or for an Exchange to a different finish.
After 30 days (or the January extension if appropriate), we do not provide refunds.
[* EU & UK orders: consumers based in the UK and EU have the legal right to a 14 day cooling off period to decide to return unused items bought online for a full refund under the distance selling rules. If you contact us within 14 days of receiving your eto, we will refund the price of the eto and the original shipping cost you paid.]
If you are looking to Exchange your eto please notify us at hello@etowine.com before returning it, so we can ensure that your desired finish is in stock. We can also then let you know if there is anything extra to pay for a different finish.
How to return an item for refund or exchange
Please note: We advise customers to take all the necessary precautions to ensure that their parcels are returned in good condition. We cannot accept responsibility for loss or damage in transit.
We advise customers ensure the products are well packaged and sent via a secure and reputable courier company on a fully tracked service. Or we can arrange collection by courier at your cost if you email us at hello@etowine.com.
Please include a note of your name, order number and the reason for return inside the parcel so our returns team know exactly what to do with it.
Send your parcel to:
Eto Returns
Unit 11 Titan Drive
Peterborough
PE1 5XN
UK
Once your return is received and inspected, we will drop you an email about your refund or exchange. The refund will be made to the original payment method used. Refunds will be issued to you within 14 calendar days of the day on which we receive the eto back. Your issuer or bank may ask you to approve the refund. If the refund is declined for any reason we cannot be held responsible.
Refunds may be subject to deductions in the following circumstances: Refunds may be reduced for any diminished value in the eto resulting from your excessive handling of them (e.g. no more than would be permitted in a shop).
In all cases, you are responsible for all the costs of returning the products to us.
Cancelling orders
We work quickly to pick and pack your items. Unfortunately, this means your order usually can't be amended or cancelled once you've placed it. This includes swapping products, changing your delivery address, and changing payment methods. You can always return any unwanted orders to us for a refund.
For further terms & conditions of placing an order with us please see our Terms & Conditions