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Delivery & Returns

Delivery

PLEASE NOTE:-

  • during the COVID 19 pandemic deliveries may occasionally be affected. More details of the current status can be found on this page, which we will update as things change.
  • EU Customers please see the section on Brexit here
  • 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 UK and USA is currently free. We are also subsidising shipping costs to all other available 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 UK**), 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 UK NB Taxes and Duty are excluded from the Price and you are usually responsible for paying these locally if applicable. Where we send with duty and taxes paid this will be celearly stated in the shipping option. 

    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.

    ** 11am during UK National Lockdown 2021

    Carriers

    For UK 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. 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 days 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.

    EU deliveries and Brexit

    From 1st January 2021, we have put measures in place to help our EU customers have their etos reach them as smoothly and quickly as possible. We are now exporting to 27 different countries rather than within a single bloc and we know that each EU country interprets and applies regulations in their own way. We are aware that there may be temporary issues and hold-ups as a result.

    When you place your order to be delivered to an EU country you will be able to track it, as usual, using the link sent in the shipping confirmation.

    If you spot a hold-up or difficulty with delivery then please get in touch with us as soon as possible at hello@etowine.com and we will do all we can to resolve the situation rapidly.

     

    Returns Policy

    You can return any of our products that have not been used within 30 days of delivery (or by 301st January 2021 for all orders before 23 December 2020) 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 all the costs of returning the products to us.

    Cancelling orders

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

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

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