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Delivery & Returns

Delivery

PLEASE NOTE that during the pandemic there will be reduced staff in our warehouse. This means there may be a delay of 1 or 2 days between receiving, processing & dispatching your order. The couriers (DHL, DPD & Royal Mail) will continue following government guidelines with contactless deliveries.

More details can be found on this page, which we will update as things change.

We recognise that circumstances are changing fast for everyone. If you have ordered from us on or after 24 March 2020 and you wish to change your mind and claim a full refund before we ship, please just email us, citing your order number, at hello@etowine.com

Where we ship to.

We ship globally. On occasion delivery is unavailable in some areas in the world due to matters out of our control.

Shipping costs

Shipping up to 3 etos to EU, UK and USA is currently free. We are also subsidising shipping costs to all other destinations

The cost of shipping etos to your address depends on the number of etos you order and how far you are from our UK HQ. To find out the total cost of your order plus shipping (but excluding taxes and duties outside EU**), add your etos to the shopping cart and go through to the payment page. You will be able to see, and amend, your order before you pay.

Any accessories purchased independently of an eto will not receive free shipping. To find out the total cost of your order plus shipping, add your accessories to the shopping cart and go through to the payment page.

Taxes & Customs Duties

**If you are shipping outside the EU NB Taxes and Duty are excluded from the Price and you are responsible for paying these locally.

Delivery times

Delivery on a scheduled day can never be guaranteed, please order several days before you need the items. When shipping outside the UK neither eto nor their carriers can be held responsible for delays at border controls or with customs authorities.

For UK Mainland, if you order before 1pm you should receive your items the next working day.
For Offshore UK and Scottish Highlands, items ordered before 1pm (UK time) should take 2 working days to be delivered.
International deliveries (outside UK) usually take between 3-7 working days.

Carriers

For UK and most of the EU we use DPD. Elsewhere it’s DHL.

Tracking your delivery

After dispatch, you will be sent a tracking link by email by DPD or DHL. Please ensure you enter the correct email address so you receive this message. Please check your shipping confirmation email. You will have received a tracking number in it, and you can click on that for more information.

You should also receive updates from DHL or DPD via email or SMS please keep an eye out for these.

For DPD deliveries you can sometimes find additional info. in DPD’s site by scrolling to “Additional Information” and then clicking the link under “partner Carrier”. DPD also have an App you can download which gives you additional information/options about your parcel.

If you suspect your parcel may have been lost, first of all, we’re sorry that you haven’t yet received it. Don’t worry, contact us - hello@etowine.com within 7 days of the original delivery date and we’ll look into this for you. Unfortunately, if we are made aware outside of this time, it’s unlikely that lost parcel costs can be covered by eto.

For any questions about how to return items see below.

Refusing Delivery

If you refuse delivery for any reason, the carrier will return the parcel to us. Within 14 dyas of receipt back into our warehouse we will refund the product cost but will deduct any shipping costs you paid.
We will also deduct any carrier charges for returning the parcel to our UK warehouse; NB these charges can be significant.

Returns 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 less any shipping costs you paid.*
After 30 days, we do not provide refunds.
[* EU orders: Under EU law consumers have the right to a 14 day cooling off period to decide to return unused items bought online for a full refund under the distance selling rules. If you contact us within 14 days of receiving your eto, we will refund the price of the eto and the original shipping cost you paid. If you have not paid for shipping, and you would like to return your eto, there will be no refund of shipping costs.]

How to return an item for refund

Please note: 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 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 inside the parcel so our returns team know exactly what to do with it.
Send your parcel to:
Eto Returns
Unit 11 Titan Drive
Peterborough
PE1 5XN
UK

Once your return is received and inspected, we will drop you an email about your refund. 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 subject to deductions in the following circumstances: 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).

In all cases, you are responsible for the cost of returning the products to us.

Cancelling orders

We work quickly to pick and pack your items. Unfortunately, this means your order 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.

** this rule will not apply during the temporary closure of our warehouse as part of safety measures to halt the spread or Coronavirus. If you wish to change your mind and claim a full refund before we ship, please just email us, citing your order number, at hello@etowine.com

Other terms of buying from us

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

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