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Country: Germany
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CUSTOMER CARE
ETRO E-BOUTIQUE

SHOPPING ONLINE

HOW DO I BUY ONLINE?
On the Etro E-Boutique you can discover the Etro collections in detail, by choosing a category from the navigation menu at the top of the site and using the search filter.

Once you have found a product that intrigues you, click on the photo to see it in greater detail.

PRODUCT PAGE
On this page you can view technical information about the design and composition of each product, along with a description and the price. On the product page you will find a series of photos especially taken to best show all the details of each piece. Here you can decide whether to purchase the item immediately or add it to your Wish List.

HOW CAN I ADD A PRODUCT TO MY SHOPPING BAG?
For each product you can choose the size – by choosing from the sizes available – and add it to the Shopping Bag by clicking on Add to Shopping Bag.

Once the product is in your Shopping Bag, you can choose to proceed to checkout or continue browsing the Etro E-Boutique.

SHOPPING BAG
Once the product is in your Shopping Bag you can choose the payment method.

Then you can choose to proceed to checkout or continue browsing the Etro E-Boutique by clicking Continue.

MY ACCOUNT

In the My Account section you can save your data to speed up your next purchases on the Etro E-Boutique: after you have Logged In, the saved information will be available immediately and will make your purchase faster and easier.

REGISTERING FOR MY ACCOUNT
Creating your account is free, quick and easy. Simply fill in the fields with your name and email address and choose a password.

Once you have created your account you can save your favourite items in your Wish List, save your delivery addresses in the Address Book section and access all the information relating to your purchases in the Orders area.

You can modify the information in your account at any time by clicking on the Personal Details section and saving your changes. The only information you cannot change is the country in which you are registered.

The password you have chosen is essential for accessing My Account: if you forget it you can recover it by clicking on the Forgot Password? link that you will find on every page of the site that requires your information. Enter the email address with which you registered, and after a few minutes you will receive an email containing all the information necessary to reset it.

Registering for My Account is free, quick and easy: register now .

ADDRESS BOOK
In the Address Book section you can save your delivery addresses. You can change your addresses and choose a default address that will automatically appear in the Shopping Bag.

My Account before completing your order, you can choose from the addresses saved in your Address Book directly from the Shopping Bag, and thus make your purchases faster and easier.

WISH LIST
Registered users can save their favourite products in the Wish List section. From there you can go to the product page for the saved items at any moment, or add them directly to the Shopping Bag.

From the product page, you can add a new item to your Wish List by clicking Add to Wish List.

ORDERS
On the Etro E-Boutique you can exclusively buy original Etro products characterised by the brand's high standards of quality. The essential characteristics of the products are described in detail on each product page.

In the Orders section you will find all the orders you have placed as a registered user. Here you can see the details of each order and any returns, and you can also track your delivery by using the Tracking Number.

NEWSLETTER
When you subscribe to our Newsletter you can find out about all the promotions and new arrivals on the Etro E-Boutique before anyone else. You can subscribe when you register for My Account or at any other time, by entering your email address in the dedicated section.

You can request to unsubscribe from the newsletter at any time, simply by clicking the Unsubscribe link at the bottom of each newsletter.

SIZES

SEARCH AND SIZE CHART

Every Product Page displays the size that appears on the product label.
You can click Size to choose the size you would like.
In the Size Chart you will find the size conversions for your country.

ORDERS

You can check the details of your order at any time, simply by entering the Order Number that was assigned to you when you made your purchase.

If you have just placed your order, you may need to wait a few minutes to see all the details of your purchase.

HOW DO I USE PROMOTIONAL CODES?
On certain special occasions, Etro E-Boutique arranges exclusive promotions especially for its customers. Personalised codes are created for you to enter in the Promotional Code field inside your Shopping Bag. Click on Apply to obtain the new total price.

HOW DO I COMPLETE MY ORDER?
To complete the purchase, carefully read the information on the Confirm Order page – in particular the delivery address and the credit card number you intend to use for the purchase.

As soon as you confirm this information, you will be assigned an Order Number: your order will then be confirmed and will no longer be modifiable. A few minutes later, Etro E-Boutique will send you an email with a summary of all the information: the characteristics of the items selected, the total price, the delivery methods and the terms and conditions for any potential returns of items you have purchased.

PAYMENT

DEBIT/CREDIT CARD PAYMENT
To pay for orders placed on the Etro E-Boutique you can choose from:
Visa, Mastercard, American Express, Visa Electron and Maestro (credit card only).

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To make a payment with your debit/credit card, you will be asked to enter your card details.

To further guarantee the security of the online transaction, you will need to enter your card's security code:

  • on American Express cards, the 4-digit security code is on the front, above the credit card number
  • on Mastercard and Visa cards, the 3-digit security code is on the signature strip on the back


An additional window may open in which you must enter the Secure Code for your card. If the transaction has gone through, you will receive an order confirmation email.

When you purchase on the Etro E-Boutique your payment is managed through an SSL-3-certified data encryption protocol. It is very important to us that we ensure the security of online transactions: for this reason, your credit/debit card details (card number, expiry date and security code) will be sent automatically and via a secure protocol to the bank designated with providing distance payment services, taking care to prevent any abusive or unauthorised access by third parties.

PAYMENT - PAYPAL
Through this service you can make purchases on the Etro E-Boutique by debiting the expense directly from your PayPal account.

PAYMENT
As soon as you place your order, the total amount is reserved on your card. Payment is only made, and the amount debited from your card, when your order is processed and is ready to be shipped by the courier.

Payment takes place directly on our bank's server: Etro does not have access to your card details at any time.

INVOICING
When you make a purchase you can choose to request an invoice.

The delivery details will be the default invoicing details. You can choose to enter an invoicing address that is different to the delivery address, but both addresses must be in the same country.

The invoice can only be issued after any additional data has been compiled such as tax code and/or VAT number.

After the invoice has been issued, it is no longer possible to make any changes to the information it contains.

VAT is already included in the prices that you see on all the pages on the site and in your Shopping Bag.

The invoice for your order, sold and shipped by www.etro.com, will be included in the parcel that you will receive at the delivery address indicated.

n the event of a return with a previous invoice request, a credit note will be issued.

HOW CAN I GET A REFUND?
Refunds will be made with the same method of payment used for purchase.
After our warehouse has received your return and checked that all the requirements have been met, you will receive a confirmation email.
The refund will be made by us within 14 days of being notified that you are exercising your right of withdrawal, on the credit or debit card used for the order.
The time required for the funds to be credited back to your account depends on the establishment that issued the card and/or the operator of the payment tool you used.

DELIVERY

Express Delivery: delivery between 1 and 4 working days.
18 EUR

Delivery times only include working days – national holidays (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) are excluded.

Etro E-Boutique is currently open in Europe. At the moment we are able to deliver to the following countries:
Austria, Belgium, Bulgaria, Cyprus (European territory), Czech Republic, Denmark (excluding the Faroe Islands), Estonia, Finland (excluding the Aland Islands), France (excluding the overseas territories of Guadeloupe, French Guiana, Martinique, Réunion, Corsica), Germany (excluding Heligoland and the municipality of Büsingen), Greece (excluding Mount Athos), Hungary, Ireland, Italy (excluding Livigno, Campione d'Italia and the Italian waters of Lake Lugano), Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain (excluding the Canary Islands, Ceuta and Melilla), Sweden, United Kingdom (excluding the Channel Islands and Gibraltar).

We are not able to deliver to PO Boxes or Poste Restante.
The Etro delivery service requires a signature upon delivery.

COUNTRIES
When you first visit the website, the Etro E-Boutique asks you to choose the country in which you are browsing. This country will be remembered: if you wish to change it, you will need to do so manually. It is possible to change the country you wish to ship to by clicking the Select Country link. Please note that if you change country, your shopping bag will be emptied, and you will need to start your order again.

Orders must be placed directly from the destination country.

Please note that orders placed on the site in a different country to the one you wish to ship to – or to an address not accepted by our courier (PO Boxes and Poste Restante) – will be cancelled automatically.

HOW CAN I TRACK MY ORDER?
Once your order has been completed, you will be assigned a UPS Tracking Number that will allow you to track the delivery of your order.

You can find this number in both the Orders area and in your dispatch confirmation email. Registered users can also check on the status of their order in My Account.

The courier delivers during working hours from Monday to Friday and will try to deliver the parcel for three consecutive working days, leaving a card each time with a contact number. It is not possible to arrange an appointment for the delivery of the item you have purchased.

In the event that the courier is not able to deliver your order to you, the products will be returned to the Etro warehouse: please read our Terms and Conditions for further details.

REFUNDS AND RETURNS

HOW DO RETURNS WORK?
If you purchase products as a consumer, you can return any product purchased on the Etro E-Boutique, with the exception of fragrances which can only be returned following the legal procedure as described in sub-section 1, within 14 days of notifying us of your desire to exercise your right of withdrawal, through the following two procedures:

1. Legal procedure in accordance with Legislative Decree 206/2005.

    This procedure, best described in article 6.2 of our Terms and Conditions, permits you to:
  • Notify us of your express intention to exercise your right of withdrawal by (i) filling in the form attached to the email confirming acceptance of your order; or (ii) through any written declaration that states your explicit desire to withdraw;
  • Send this communication within 14 days of the products being delivered to Etro S.p.A., Customer Care E-Commerce, Via Spartaco 3, 20135 Milano, Italy;
  • Organise the shipment of the products to be returned to us, at your expense, and send them to Etro Boutique, Via Monte Napoleone 5, 20121 Milano, Italy. Products must be shipped within 14 days of sending the withdrawal communication;
  • Returned products must be in the same condition in which you received them, unworn with labels and tags intact, and must be returned in their original packaging (the original packaging is an integral part of the product sold); in the event that you are returning fragrances, these must be returned unopened, with the protective film intact and in the original packaging. We reserve the right to not accept fragrances returned in a different state to that indicated above. In such cases, you can decide to have the fragrances sent back to you, at your cost, and renounce any refund, or to not have them sent back to you and still renounce a refund.
  • You will receive a refund within 14 days of our warehouse receiving the products.

2. Our returns procedure

    The returns procedure that we have designed for you is easy to use and there is no risk of products being lost. The procedure is described in article 6.3 of our Terms and Conditions. How to carry out a return:
  • Ensure that all products are in the same condition in which you received them and have never been used;
  • All labels must be attached to the products;
  • Complete the returns form found in your order;
  • Prepare the package by inserting this form and attaching the pre-printed and prepaid UPS label to the original packaging. Please make sure that the new label covers all the information relating to the first shipment. You will have the guarantee that you will be reimbursed in the event of theft or loss during shipping;
  • Arrange package collection: contact UPS by phone or online, within 14 days of delivery, to arrange the collection date and provide details of the address for collection;
  • You will receive a refund within 14 days of receiving the withdrawal communication. In the event of a partial withdrawal of a Multiple Order, the return shipping costs for the product for which you have decided to exercise your right of withdrawal will not be reimbursed, except in the event that you withdraw from the entire Multiple Order. If the order established that the initial delivery costs were free, no sum will be deducted from your refund.

Keep proof of shipping until you receive an email confirming that we have accepted your return.

You can always check the status of your return with the UPS Tracking Number found on your copy of the pre-printed label.

We can only refund correctly returned products. If your return does not meet the above conditions, Etro will not be able to fulfil a refund and the parcel will be returned to you.

Please be aware that:

  • We do not offer exchanges
  • You can only send your returns from the country in which you placed your order.
  • If you have lost your returns label, please contact customer care and they will send you a copy via email: customercareonline@etro.com

PERSONAL SHOPPER

Are you looking for style advice or need suggestions for choosing a gift?

Please contact our Style Advisors by writing to onlinepersonalshopper@etro.com

CONTACT

Welcome to Etro E-Boutique Customer Care.

To request information regarding Etro E-Boutique, please write to: customercareonline@etro.com.

To find your nearest Etro boutique, please visit the Store Finder page.

Thank you.