ETO Customer Care

ETO Jeans really value each and every customer so we like to offer fantastic customer service but just in case you're in a hurry please choose which topic you need help with below-


-Shipping & Delivery
-Returns & Exchanges
-Terms & Conditions
-Privacy & Cookies
-Contact Us
-FAQ's
 

Shipping & Delivery

We will notify you of the expected date of delivery and do our best to deliver the goods to you by that date however the dates are not guaranteed.

Same day shipping is offered if your order has been placed before 3 PM Mon- Fri, any order placed after this time excluding next day delivery will be processed on the next working day.

Please note that we do not process orders on weekends or public holidays.

For international orders, delivery costs do not include any duty or custom charges and you may be required to pay additional domestic sales taxes on receipt of delivery. Additional charges required for customs clearance must be accepted by the recipient as we have no control over these charges.

Policies for customs vary from country to country so please check with your local customs office if you require any clarification. In the event that you wish to return your item, ETO Jeans will be unable to refund import duty and local sales taxes.

Please click here for more shipping information for your country

Returns & Exchanges

We hope you will be delighted with the products you purchase from us but if for any reason you want to return anything, you can, within 14 days of receiving the products, return the goods to us by sending them, at your cost to:


ETO Jeans
Raw Indigo Ltd.
Opus 2 Unit A
Greenbank Way
Blackburn
BB1 3EA


Please complete the returns form included in your package by stating whether you would like a refund or exchange. We do not accept exchanges, should the item be returned to us we will issue a refund so that you can buy the required size/item.

If for any reason you may believe that the item was faulty or there was an error on our end, please get in touch and send an email to customerservices@rawindigo.co.uk with images of the item received.
 
In all cases, the items returned must be in their original condition, which includes tags and any packaging. All goods will be inspected on return.
 
The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes and please keep proof of the postage. We are not responsible for any items that are returned to us in error and if the parcel is lost on the way to us, we cannot be held accountable.


It can take up to 7 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible. Please note that it may take 2-3 days for the money to be debited back into your account.
 
 

Terms & Conditions

Terms & conditions
Please read through our terms and conditions before purchasing from our website.
By using our website and placing any orders, you are agreeing to be bound by all of our Terms and Conditions together with our privacy policy.
Please contact our customer services team at customerservices@rawindigo.co.uk if you have any queries about our Terms and Conditions or Privacy Policy.

Pricing
11 All prices shown on the website are inclusive of VAT for all UK and EU customers.
1.2 Prices are exclusive of delivery charges but delivery charges are clearly displayed on our Shipping & Delivery page and will be included at checkout.
1.3 Pricing errors may occur on the ETO Jeans website. ETO Jeans reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from ETO Jeans.  ETO Jeans may, at its discretion, either contact you for instructions or cancel your order and notify you of such cancellation.

Payment
2.1 We accept all major debit and credit cards. We also accept payments through Paypal.
2.2 We do not accept cash or cheques.
2.3 We do not store customer credit card details
2.4 Only one promotional offer can be used per order. Our discount codes cannot be applied to any items in our Sale category.
2.5 Discount codes must be entered at checkout. Refunds will not be issued for discount codes after an order has been placed. If your discount code is not working please email customerservices2@rawindigo.co.uk with your issue.

Delivery
3.1 Once we have verified all your details we will ship your item, all orders placed before 10am Mon-Fri will be shipped out on the same day. Orders placed after this time will be despatched the following working day.
3.2 We will not process orders on weekends or public holidays.
3.3 For international orders, delivery costs do not include any duty or custom charges and you may be required to pay additional domestic sales taxes on receipt of delivery. Additional charges required for customs clearance must be accepted by the recipient as we have no control over these charges.

Returns Policy
4.1 We offer a refund or exchange on all items subject to the following:

  • You return your items within 14 days of you receiving the item from us
  • The returned item is in its original condition and is unworn with all tags and labels still attached

4.2 The cost of returning the item to us is your responsibility. Please note that if you wish to exchange your item, you will also have to pay the additional postage cost for delivering the new item or items. If you feel that your item is wrong or faulty, please send images of the item sent along with your order id to customerservices@rawindigo.co.uk
4.3 If you decide to return or exchange an item, please ensure that:

  • You follow our return procedure.
  • Complete the enclosed returns form with details of the items being returned. This must include your order number so we can identify the parcel, or your refund may be delayed.
  • If you require an exchange, please confirm the item colour and size that you require. We are only able to exchange an item for the same item in a different colour/size for the same value. If items for exchange are not available in stock, we will issue a refund.

4.4 You should keep your proof of postage safe. Your parcel is your responsibility until it reaches us and we cannot accept responsibility for parcels that get lost on the way to us.
4.5 We reserve the right to refuse a refund on any items that are not fully fit for re-sale or which are outside the terms of our Returns Policy but this does not affect your statutory rights.

Terms of Sale
5.1 After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. If you have not received your order confirmation email, please check your junk email before contacting us at customerservices@rawindigo.co.uk
5.2 We can only accept orders for products that are available. Please note that as there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change.
5.3 We will not process your order until payment has been received in full and the billing address and delivery address have been verified.

Product Information
6.1 We have taken all reasonable steps to ensure that all details, descriptions and prices of products appearing on the website are correct.
6.2 The colours of our products that appear on the website may differ to the actual product depending on your monitor and we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.
6.3 All sizes and measurements are approximate but we do make every effort to ensure that they are as accurate as possible. Please refer to the size guide for further details. Please allow + or 1 inch on all items.
6.4 We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.
6.5 Any drawings, descriptions or advertising we issue, and any descriptions or illustrations contained on our website are published solely to provide you with an approximate idea of the Products they describe. They do not form part of the contract between you and us or any other contract between you and us for the sale of the Products.

Intellectual Property
7.1 The Site and its content are protected by intellectual property rights, including copyright and trademarks, as detailed in our Copyright and Trade Mark Notice.
7.2 You may store, print and display the content supplied solely for your own personal use.
7.3 You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.
7.4 Except as expressly authorised by us or relevant third parties, you agree not to copy, download, adapt, alter, modify, rent, lease, loan, sell, distribute or create derivative works of any content of the site, in whole or in part.

Privacy
Please view our Privacy Policy that governs your visit to the site and also how we use the personal information provided by yourself. The terms and conditions of our Privacy Policy are incorporated herein and made as part of this agreement.

Complaints
If you wish to make a complaint, please contact us via email at customerservices@rawindigo.co.uk and we will try to resolve the dispute promptly.

34 Watling Street Road, Fulwood, Preston, Lancashire, UK, PR2 8BP

 

Privacy & Cookies


Your Privacy
Raw Indigo Limited ("ETO JEANS") is committed to protecting the privacy of our site visitors and customers. We will not disclose information about our customers to third parties except where it is part of providing a service to you; e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so.

Personal Information
In order to respond to your questions, fulfil your requests or manage interactive customer programs, it may be necessary to ask for personal information such as your name, address, e-mail address, telephone number and card details. We may use this information to respond to your requests, or to contact you via mail, e-mail or phone to inform you of new products, services or promotions we may offer.
If you place an order for a product, request a service or submit content to this site, we may need to contact you for additional information required to process your order and/or request.
However, unless compelled by applicable legislation, we will not provide this information to a third party without your permission, except as necessary to process your order, fulfil your requests or manage interactive customer programs. You also hereby grant to Raw Indigo Ltd the right to exchange any information provided by you between Raw Indigo's affiliates for the purposes mentioned before.
Orders are only "deemed" accepted once they have been dispatched.  Any data used for payment will be removed from our systems and will only be stored by the payment gateway providers.
In addition to the personal information that you may provide us, this Site may use technology that lets us collect certain technical information like your Internet protocol address, your computer's operating system, your browser type, traffic patterns and the address of any referring Web sites.

Information We May Collect From You
We may collect and process the following data about you:

  • Information that you may provide by filling in forms on our site www.etojeans.co.uk ('our site'). This includes information provided at the time of registering to use our site, purchasing products or requesting further services. We may also ask you for information when you report a problem with our site.
  • Correspondence, or a record of it if you should contact us.
  • Surveys that we use for research purposes, which we have asked you to complete, although you do not have to respond to them.
  • Details of transactions you carry out through our site and of the fulfilment of your orders.
  • Details of your visits to our site (including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise) and the resources that you access. 

Financial Information
We do not store your financial details (credit or debit card details).

Your Consent
We will not sell your name, address, e-mail address, credit card information or personal information to any third party.

Communication And Marketing
If you have made a purchase from our store we may occasionally update you on our latest products, news and special offers via e-mail & post when you become a member of ETO JEANS.
All ETO JEANS members have the option to opt-out of receiving marketing communications from us and/or selected third parties. If you do not wish to continue to receive marketing from us you should opt-out by contacting the ETO JEANS customer service or click on the "unsubscribe" link in any email communications which might we send you.

IP Address And Cookie
We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users, browsing actions and patterns, and does not identify any individual.

What Is A Cookie?
A 'cookie' is a small electronic file that collects information when someone visits a website. A cookie can identify the pages that are being viewed, and this can assist us to select the pages that the viewer sees. Some cookies only exist whilst viewers are online, but "persistent" cookies, which are not session-based,  remain on the viewer's computer, so that he or she can be recognised as a previous visitor when he or she next visits our website. This allows us to collect information about a viewer's browsing habits whilst on our site, and this can be useful in assisting us to monitor and improve our services.
We do not store sensitive information such as account numbers or passwords in "persistent" cookies, and cookies in themselves, do not contain enough information to identify you.

Protecting Your Security
We may use personal information provided by you in order to conduct appropriate anti-fraud checks. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information. This is done only to confirm your identity a credit check is not performed and your credit rating is unaffected.

Accuracy Of Collected Data
Raw Indigo Ltd will on its own initiative, or at your request, replenish, rectify or erase any incomplete, inaccurate or outdated personal data retained by Raw Indigo Ltd in connection with the operation of this Site.

Disclosures Of Your Information
We may disclose your personal information to third parties:
In the event that ETO JEANS sells or buys any business or assets;

If ETO JEANS or substantially all of its assets are acquired by a third party, in which case personal data which we hold about our customers may be one of the transferred assets;
OR
If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of; or to protect the rights, property, or safety of ETO JEANS, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Where We Store Your Personal Data
All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
The information that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal information, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your personal data, we will use strict procedures and security features to try to prevent unauthorised access.

Uses Made of The Information
We use information held about you in the following ways:

  • To ensure that content from our site is presented in the most effective manner for you and for your computer.
  • To carry out our obligations arising from any contracts entered into between you and us.
  • To notify you about changes to our service.

Where you have indicated your consent, we may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you, and we or they may contact you about these by post or e-mail. If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the order form on which we collect your data.
Any information or statistics relating to our business that we disclose to others shall not identify you personally. We may, for example, perform statistical analyses of the behaviour of the users of our website in order to measure interest in the various areas of our site and to inform advertisers as to how many consumers have seen or "clicked" their advertising banners. This information, and any other general information about our users that we share with advertisers and other partners, will not disclose personal information about you.

Third Party Sites
Our site may contain links to and from the websites of our partner networks, advertisers and other third parties. If you follow a link to any of these websites, please note that they have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Checking Your Details
If you wish to verify the details you have submitted to ETO JEANS you may do so by contacting us via the e-mail address or address given below. Our security procedures mean that we may request proof of identity before we reveal information. This proof of identity will take the form of your e-mail address and password submitted upon registration. You must therefore keep this information safe as you will be responsible for any action that we take in response to a request from someone using your e-mail and password. We would strongly recommend that you do not use the browser's password memory function as that would permit other people using your terminal to access your personal information.


Contact Us

If you have any questions in regards to ETO Jeans, then feel free to contact us using any of the methods below:
Trading Address:

ETO Jeans,
Customer Care,
Opus 2 Unit A,
Greenbank way,
Blackburn,
BB1 3EA, UK

Tel: 01254 664547 (option 2) 0333 321 6677
Email: customerservices@rawindigo.co.uk
 
Customer services is open:  Monday - Friday 9:00AM - 5:30PM

 

FAQ's

How do I cancel my order?

If you wish to change or cancel your order before we have dispatched it, please contact us either via phone or via e-mail. Please provide your name, address and order reference number, and specify your requested service. If it has not yet been dispatched we will automatically refund you the money back into your account. Please leave 2-3 days for the refund to be processed.


How can I change my order?

If you would like to exchange your purchased item for a different size/ item, please e-mail sales@etojeans.co.uk stating your preferred size/ item. We will respond to your e-mail to confirm whether or not your requested size/ item is in stock and send you the replacement. Please keep in mind that if your requested item is a different price, you will need to contact our customer services team on 01254 664547 option 2.

If your requested item is not in stock and there are no alternative items you would prefer, we will issue a full refund. Again, please leave 2-3 days for the refund to be processed.

For any of the above queries, please notify us as soon as possible, as our priority is to dispatch your goods at the earliest possible time to ensure a quick delivery.


Has my order been shipped?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it’s on its way.  From there it should be delivered within the timescale we advertise. You will also be given a tracking number so you can track your delivery on the following link. TRACK YOUR ORDER


I’ve received a faulty/incorrect item, what should I do?

We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team. We will aim to resolve any issue with the item as quickly as possible. Please include as many details as possible about the item you received and we will get back to you as soon as possible.


I am missing one of my items.

Sometimes we don’t send everything you’ve ordered at the same time. First check your dispatch emails to see if any of your items will be arriving separately. Then check the delivery notes from each part of your order to make sure you are not missing anything. If something is missing then please get in touch with Customer Care as soon as possible.


How do I return an item?

As an online business, we aim to provide a Returns service that is totally hassle-free for you. From receipt, you have 14 days to decide if you want to return any item (this includes all sale items) within your order. Just fill out the Returns Form enclosed with your order.
 
Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won’t be able to take the action you want us to. It can take up to 7 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.
 
So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your account. Any refund will automatically be issued to the card used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.  


I have lost my returns form, can I still send the item back?
 
Don’t worry if you’ve lost your returns note, contact our customer service team and we the will send the relevant form to you!


Why did I not get refunded for the delivery charges?
 
We will only be able to refund the delivery charges if the order is cancelled under the UK Distance Selling Regulations or if the product is faulty/ incorrect. This will be refunded against the Royal Mail’s tariffs for second-class standard delivery or recorded second-class standard delivery. We apologize for any inconvenience caused.
 

I have been refunded the wrong amount, what should I do?
 
We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Care Team who will try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded: The delivery charge, which would only be refunded under cancelled orders if the goods are faulty. Any discounts that were applied at the time of sale, which may not now be applicable

Any other questions or queries should be directed to our customer care team by either phone or email.

 

UK Customers: 0333 321 6677  (Charged at local rates)

International Customers: 01254 664547 (option 2)
E: sales@etojeans.co.uk