Customer Service Etro E-Boutique

- SHOPPING ONLINE

HOW CAN I SHOP ONLINE?

Through the Etro E-Boutique you can explore the Etro collections down to the smallest detail, refining your search by selecting one of the available categories from the navigation menu, situated in the upper section of the page, as well as using our search filters.

Once you have found a product that you would like to view in more detail, simply click on the photo to open up the product page.

PRODUCT PAGE

Here you will be able to discover the technical information regarding the model and composition of each product, in addition to the description and price. On the product page you will find a selection of product photographs, allowing you to explore every detail of the selected item. From this page you will also be able to add the item to your Shopping Bag, proceed straight to checkout, or alternatively add your selection to your personalized Wish List.

HOW CAN I ADD A PRODUCT TO MY SHOPPING BAG?

Each product requires a personalized selection – choosing from one of the available sizes – before adding it to your Shopping Bag by clicking on the Add to Shopping Bag button.

Once you have added your selected item, you will be able to proceed straight to the checkout or alternatively continue to browse the Etro E-Boutique.

SHOPPING BAG

Once you have added a product to your Shopping Bag, you will have the option of selecting a payment method.

At this point you will be able to proceed straight to the checkout or alternatively continue to browse the Etro E-Boutique by clicking Continue.

- MY ACCOUNT

In the My Account section, you can save your details in order to speed through the checkout process with your subsequent purchases: once you have logged in, the details that you have saved will be immediately available on the system, allowing you to shop in a simple and efficient manner.

REGISTERING A NEW ACCOUNT

Creating your account is simple, quick and free. Simply insert your name and email address details into the relevant spaces and choose your password.

Once you have created your account you will be able to save your favourite items to your Wish List , save your shipping details in the Address Book section and access all of the information relative to your purchases in the Orders section.

You will be able to update your details at any time in the Personal Details section by saving your changes. Please be aware that the only information that you cannot change is the country in which you first registered.

The password that you have chosen is essential when logging in to the My Account section: you can always reset your password by clicking on the Forgotten password? link at the bottom of the log-in page. Simply insert the email address that you registered with, you will receive a message detailing all of the information necessary in order to reset your password

Registering a new profile through My Account is simple, quick and free: register now .

ADDRESS BOOK

In the Address Book section of the website you have the option of saving multiple shipping addresses. You can modify your details and also choose a default address that will automatically appear in your Shopping Bag.

By logging in to My Account before completing your order, you will be able to easily add your saved information from the Address Book directly into the Shopping Bag, making your shopping experience simple and hassle free.

WISH LIST

Registered users can save their favourite products by using the Wish List feature. From here it is possible to return to the product page of your favourite saved items at any time, or alternatively to add them directly to your Shopping Bag.

From the product page you will be able to save new items to the Wish List by clicking on the Add to Wish List button.

ORDERS

Through the Etro E-Boutique you can buy an exclusive selection of genuine, high quality products. Detailed product pages explore essential information about each product.

The “Orders” page allows registered users to access their previous order details. Here, you can also check the status of any returned items, or simply check the delivery status of your items by using the Tracking Number.

Registered users can check the details of their order history within the “Orders” area. Here, you can view the details of every order and return, as well as checking the delivery status by using your Tracking Number.

SUBSCRIBING TO THE NEWSLETTER

By signing up to our Newsletter you will be able to explore the sneak previews, promotions and new arrivals in the Etro E-Boutique. You will be able to sign up at the moment that you register via My Account, or alternatively you can subscribe at any time by entering your email address into the dedicated Newsletter pop-up or registration box.

You can cancel your free subscription at any time, simply by clicking on the Unsubscribe button that is found at the bottom of each newsletter, or alternatively sending an email request to customercareus@etro.com.

- SIZING

Each product page indicates the different sizes available to purchase, as stated on the product labels. Please be aware that all Etro products use Italian sizing.
You can use the "Select Size" option to find the perfect fit; simply select one of the options displayed on the product page.
Please note that the Size Guide offers a comparison between international sizing and that of your own country.

- ORDERS

You can verify the state of your order at any time, simply by inserting the Order Number that was sent to you along with your purchase confirmation email.

If you have only just finished placing your order, the details will be available in a few minutes time.

HOW CAN I USE A PROMOTIONAL CODE?

Occasionally, Etro E-Boutique offers customers the chance to take advantage of exclusive promotions. In this case, you will be issued with a personalized code to enter in the Promotional Code box within the Shopping Bag. By clicking the Apply button, you will be presented with the new and updated total.

HOW CAN I COMPLETE MY ORDER?

To complete your order, please check the information found on the Confirm Order page carefully – in particular the shipping address and the payment method details that you intend to use for your purchase.

As soon as you have submitted all of the relevant information, you will be sent an Order Number via email: your order will not be able to be modified from this point onwards. Within a few minutes, Etro E-Boutique will send you a confirmation email including the details of your selected products, the final price, the delivery option and the conditions of sale in the case of return or refund.

- PAYMENTS

PAYMENT BY CREDIT CARD

Etro E-boutique accepts the following credit cards:
Visa, MasterCard, Discover, American Express, Visa Electron and Maestro (the latter with the exclusion of Italy).

Please be aware that depending on your card type, a second window may open automatically asking you to insert your Secure Code. If the transaction is processed successfully, you will receive a confirmation email soon afterwards.

When buying online, you can be safe in the knowledge that your payment has been processed in a secure manner; we guarantee the highest security level for every purchase made through our site as all transactions on our site are made using a encryption protocol (certificate SSL 3). Your security is of the highest importance to us; you will not be subject to any compromise and your details will not be shared with any third parties.

PAYMENTS

At the moment that your order is confirmed, the total amount due will be reserved on your card. Please be aware that the amount due will only be debited from your account when your package has been dispatched from the warehouse and is ready to be shipped by the courier.

The payment will then be automatically transferred via the server to our bank: please note that Etro does not have access to your credit card details at any point during this process.

INVOICES AND TAXES

The default details used on the invoice will be the shipping details. You will also be able to choose a different billing address to that of the shipping address, but please be aware that both addresses must be located within the same country.

Invoices will only be released after all of the relevant information has been communicated, for example your Tax Code or National Insurance Number.

Please note that after the invoice has been issued we are unable to modify the document.

Taxes are already included in the price of the item, displayed on the check-out page.

In case of returns with a previously requested invoice, a credit note will be issued.

HOW CAN I GET A REFUND?

Refunds will be issued to the same Credit Card that was used to place your order. After our warehouse receives the products that you have returned, and confirms that all of the requirements have been met, you will receive a confirmation e-mail.

Refund transactions will be requested on the day that your returns are accepted, and credited to the account that you initially used to make the purchase.

Please be aware that the time that you refund takes to process will depend on the policy of your Credit Card company.

DELIVERY

International express delivery within 3-5 working days.
USD 25 The Etro E-Boutique is currently open within Europe and the United States. 

SHIPPING METHODS

Please note that delivery times run over working days only, and holidays are not considered within the allocated timing.

The national holidays that are respected by the Etro E-Boutique are as follows:
1st January, 6th January, 25th April, 1st May, 2nd June, 15th August, 16th August, 1st November, 7th December, 8th December, 25th December and 26th December.

Unfortunately, our courier cannot deliver items to PO Box addresses.

COUNTRIES

When you enter the website an automatic redirect system addresses you to your local country website. This country will then be memorized by the boutique. If you would like to change this setting, you must do this manually by clicking on the Country selector located in the bottom left hand corner of the screen.

It is possible to change the country of delivery by clicking on the Change Country link. Please note that when changing country, all items placed in your Shopping Bag will be lost and you will have to compose your order again. Orders must be placed and shipped within the same country store view.

Orders placed from one country site that are requesting delivery to a different country, or requesting delivery to an address that UPS will not deliver to (P.O. Boxes or General Delivery/ Poste Restante addresses) will automatically be cancelled.

HOW CAN I TRACK MY ORDER?

You can track the delivery of your order at any time by using the UPS Tracking Number that was included with your order confirmation

The Tracking Number can be found in the Order section as well as the shipping confirmation e-mail. Registered users can also check the status of their orders in the My Account section.

The courier delivers from Monday to Friday during office hours, and unfortunately it is not possible to pre-book delivery times. The courier will try to deliver the package on three consecutive working days, leaving a notification each time (each of which will contain a contact number).

If the courier is still not able to deliver your order to the address provided, your package will be returned to the Etro warehouse: please consult the General Terms and Conditions of sale for more information.

RETURNS AND REFUNDS

HOW DOES THE RETURNS PROCESS WORK?

You can easily return one or more items by completing the returns form included with your purchase within 15 working days from the date that you received your order. Returning an item is simple, without any hidden or added costs and without the risk of products being lost.

    How to return an item:
  • - Make sure the items are in the same condition that you received them in, with all of the tags still attached.
  • - Fill out the Returns Form provided with your order.
  • - Prepare the package and attach the pre-printed, pre-paid UPS label to the order box (or any other solid, rigid carton box) over the prior delivery information. With our return service, you will be refunded in the event of theft or loss during delivery to our warehouse.
  • - Schedule the pick-up of your package at the address of your choice. Contact UPS by phone or online within 15 working days from the delivery date: our courier do their best to pick up the package at a time and place convenient to you.

Please keep a confirmation of the items that you have shipped as returns until you have received an official email confirmation from Etro detailing the acceptance of your returned items.

You can always keep track of the status of your returned items by using the UPS Tracking Number that can be found on your copy of the pre-printed label.

    Please be aware that refunds will be issued only for properly returned items. If your return does not meet the conditions listed, we will not be able to issue the refund and the package will be sent back to you. Please note that:
  • - We cannot accommodate exchanges at this time.
  • - It is important that you send your return from the same country from which you placed your order. We will not be able to accept returns from different countries.
  • - If you have lost the return label, you can ask UPS to bring you another one when they collect your return. If this is the case, please enter the following details:

ETRO
720 Madison Ave, New York, NY 10065

If you require further information regarding returns and refunds, please consult the General Terms and Conditions.

REFUNDS

Any refunds will be reimbursed using the same payment method that was initially used to make the purchase. After our warehouse has received your returned items and checked that all of the qualifying criteria have been met, you will receive a confirmation email.

Please be aware that the timings for which the money is reimbursed into your account will vary depending on the card provider and the bank that was used in order to make the initial purchase.


ONLINE PERSONAL SHOPPER

Are you looking for a style guide, or suggestions on selecting the perfect gift?

Please do not hesitate to contact our Etro Style Advisors by sending an email to onlinepersonalshopperus@etro.com

CONTACT

Welcome to the Etro E-Boutique Customer Care service.

Should you require any information related to Etro E-Boutique, please contact customercareus@etro.com.

To find your nearest Etro boutique, please consult the Store Finder section of the website.

Thank you.

To shop online, select your country from the below list so that you see the correct pricing, delivery options and product availability for your region.
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