ETO is a contemporary denim label for urban living.

FAQs


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.

 

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

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

 

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.PLEASE CLICK ON THE RELEVANT SECTION BELOW :How do I return an item


How do I return 

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

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