Refund policy

RETURN POLICY

If your purchase doesn’t meet your expectations, you can return it for a refund.

Returns are accepted within 30 days of receiving your order, as long as the items are unused, undamaged, unworn, and unwashed, and returned in their original packaging with all labels attached.

Please note:

  • For returns within Europe we will provide a prepaid return shipping label. 

If you have any questions, please feel free to contact our customer support team.

REFUND POLICY

Yes, we offer refunds within 30 days of purchase, as long as the returned items are in their original condition, with all tags and packaging intact.

Please note that we do not offer exchanges after purchase.

Once your return is received and processed by our warehouse, your refund will be issued.

  • Please allow 5–10 business days for processing.
  • After the refund is issued, it may take 1–3 business days to appear in your account, depending on your payment provider.
  • Refunds are issued to the original payment method.

EXCHANGE POLICY

If your size isn’t right, you can exchange it for a different one at no extra cost.

Exchanges are accepted within 30 days of receiving your order, and only for a different size of the same item. Items must be unused, undamaged, unworn and unwashed, and returned in their original packaging with all labels attached. If you’d like a different colour or product, return the item for a refund and place a new order.

Please note:

  • We can’t hold your new size. Exchanges depend on stock at the time we process them. If your size is no longer available, we’ll refund the item instead.
  • If the exchange option doesn’t appear, your size is probably too low on stock. Return the item for a refund and place a new order at the same time.
  • We keep the price you originally paid. You won’t pay extra if the item now costs more, and you won’t be refunded the difference if it’s now cheaper.
  • Defective items can be exchanged. On the form, choose the reason, attach clear photos of the defect and of the product’s overall condition, and add a note. After 30 days from receiving your order, contact our CUSTOMER SERVICE.
  • If you’re still not happy with your exchanged item, you can return it for a refund at no extra cost within 30 days of receiving it.

WARRANTY POLICY

We want every customer to be happy with their purchase. If your product becomes defective within one year of purchase, please contact our customer support team with your order number and four clear photos:

  • One showing the entire product
  • Three close-ups of the defect

We are unable to replace or refund products that are:

  • Not purchased directly from eu.etnies.com
  • Damaged by misuse, negligence, or abnormal conditions (e.g., exposure to chemicals, high heat, flames, or sharp objects)
  • Damaged due to improper use or for purposes other than intended
  • Damaged through normal wear and tear or have exceeded their expected lifespan

Our customer service team will assess your claim and may request additional information. If the product is deemed to be under warranty, we will replace it or offer an appropriate solution.

To submit a warranty claim, please visit our Contact Us page and fill out the form.