Processing & Shipping

• After dispatch, you will be emailed a tracking link from FedEx or DHL, with a tracking number in it. Click it for more information.
• You will receive updates from FedEx or DHL via email or SMS. Check these including in your spam folder. Please download the carrier app for more up-to-date tracking information & options.
• If the address is difficult to locate - please email hello@etowine.com with extra information ahead of delivery.

• If the parcel is lost in transit (prior to delivery), please contact us on hello@etowine.com within 7 days of original expected delivery date so we can help. If we are contacted outside of this time, we can’t guarantee lost parcel costs can be covered by eto.
• IMPORTANT:  If no one can receive the parcel at delivery address, please consider alternative delivery arrangements via the courier’s website e.g. neighbour, reschedule, a pick-up shop etc.
• It is the recipient's responsibility to arrange alternative secure delivery arrangements. eto and the carrier cannot be held responsible for parcels delivered to the requested address then stolen or missing. If our carrier confirms delivery but you have not received your parcel our policy is:
  a) to obtain formal proofs from the carrier (geolocation and /or photo) and then
  b) discuss the available options in the specific circumstances of each case.
  We reserve the right to require information from you about your identity, address and the circumstances of delivery/missed delivery during this process.

• 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 keep any shipping costs you paid.
• We will also deduct any carrier charges for returning the parcel to our UK warehouse.

If you have any questions, we are happy to help so please contact hello@etowine.com