Returns & Exchange Policy

You can return any of our products*, that have not been used, within 30 days of delivery for a refund of the product cost but not any delivery costs you paid*, or for an exchange to a different finish. Please note, no free Returns - shipping to our hub will be at the customer’s expense.

*Personalised etos may not be returned and are not refundable

IMPORTANT: If your product is damaged in any way on arrival please do not return the item. Instead please contact us hello@etowine.com.

Returns deadlines

  • Orders made between 15 November - 24 December can be returned up to 31st January the following year.
  • After 30 days (or the January extension if appropriate), we do not provide refunds.

Exchange requests

Please notify us hello@etowine.com before returning your eto for an exchange, so we can ensure that your desired finish is in stock. We can then inform you if there’s any additional cost for a different finish.

How to return an item for refund or exchange

How to return an item for refund or exchange

  • In all cases, you are responsible for all the costs of returning the products to us.
  • 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 to 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 (eg “unwanted gift”) inside the parcel so our returns team know exactly what to do with it.

Customer location

Please send to

USA

eto Returns
3800 Drossett Drive
Suite F
Austin
TX 78744

All other locations

eto Returns
Unit 11 Titan Drive
Peterborough
PE1 5XN
United Kingdom
  • 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.
  • 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).

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 or exchange per above.
  • If you do realise you need to cancel or change your order, unfortunately this cannot be guaranteed, but please contact us immediately at hello@etowine.com

For further terms & conditions of placing an order with us please see our Terms & Conditions