常见问题（FAQ)

无论是注册用户或是游客账户，您都可以通过我们的官方网站申请退货。

• 如您是注册用户，登录我的账户并进入历史订单页面，在相应订单边即可找到“申请退货”。
• 如您是未注册用户，进入登录页面后点击订单详情。此处您可输入您的订单编号、邮件地址及发票地址的邮编查看您的订单状态。在运单编号旁即可找到“申请退货”。

请参照一下步骤完成退货:

• 以原包装寄回退货产品；
• 附上包含其他先前寄送信息的预付标签；
• 联系快递员上门取件或将包裹送至快递取件中心。点击此处查找完整的快递信息。

若您选择非指定快递公司，产生的相关费用将由个人承担。

上述情况，我们建议您使用可追踪且有保险的寄送服务公司，ETRO将不承担经由未指定的快递公司履行退货造成的任何损失、损坏或丢件责任。

所有相关退货的详细信息可在此处查看。

退货免运费并且订单将标记退货标签，香水类产品不在此列。定制化产品不接受退货。

所有退货只在购买国家或地区完成。

更多详情请查阅我们的一般性条款。

获取更多支持，请联系我们的客户服务。

是的，您可于登录页面的订单详情处在线申请退货。 此处您可输入您的订单编号、邮件地址及发票地址的邮编查看您的订单状态。

更多关于退货管理详情，请单击此处。

获取更多支持，请联系我们的客户服务。

您可自签收订单产品的14日内登录etro.com申请退货。

详情请点击此处参阅一般性条款。

更多帮助，请咨询我们的客户服务。

您可随时查看您的退货详情:

• 无论是注册或非注册用户，点击此处“查看您的订单状态”并输入相关信息（订单编号、邮件地址、发票地址邮编）即可完成查询。
• 注册用户通过我的账户进入个人页面即可查阅。

更多帮助，请咨询我们的客户服务。

正如在一般性条款中所明示的一样，您可在收到产品的14日内申请退货。

在线购买的产品不得在精品店内要求退货。

An exchange request can be made on www.ETRO.com. Products can be exchanged to different colours and sizes but must be of the same price.

Perfumes can only be exchanged if they are in their original packaging while customized products cannot be changed.

- If you are a registered user, log in to My Account and access the details of the Order Log. Next to the order you wish to exchange, the 'REQUEST EXCHANGE' option can be found.

- If you are an unregistered user, access the DELIVERY, RETURNS & EXCHANGES area which can be found in the footer. After entering your order number and your e-mail, you can proceed with the exchange request.

Once the exchange request has been submitted:

- package the article in its original box; attach the prepaid label ensuring that any previous delivery information is covered

- contact the courier to arrange collection or deliver the package to a courier collection centre

If you prefer to use a different courier for the exchange, all the shipping costs will be at your own expense. In such case, we advise you to use a trackable, insured delivery service as ETRO will not be held liable for any problems related to loss, damage or theft of products purchased on www.ETRO.com which are not shipped using our courier.

All exchanges must be made within the country of purchase.

Further details are available by consulting our General Terms and Conditions.

For any further assistance, please contact Customer Service. 

Yes, you can request an exchange online by accessing the Delivery, Returns and Exchanges area and entering the order number and your e-mail.

Please see the exchange request procedure here.

For any further assistance, please contact Customer Service.

If you have requested an exchange, you will receive the new ETRO item within 2-7 working days from when the purchased product is back in stock in the warehouse or Boutique.

For any further assistance, please contact Customer Service.

Items purchased on www.ETRO.com can be exchanged within 30 days from the delivery date of the order.

Consult our General Terms and Conditions of Sale. 

For purchases made on www.etro.com, exchanges of size or colour of the same article are possible. Perfumes that are not in their original packaging or customized products cannot be exchanged. Furthermore, any damaged, used, incomplete or soiled items cannot be changed.

No, items purchased online cannot be exchanged at our Boutiques but you can always request an exchange on www.ETRO.com.

Please proceed with the return or exchange on-line and, if necessary, make a new purchase.

Gifts purchased on www.etro.com can be exchanged. Log in to the 'Exchange-return management' area by entering the order number and the e-mail of the person who purchased your gift and start the product exchange procedure.

Please not that refunds can only be re-accredited to the payment method used at the time of purchase.