RETURNS & REFUNDS

Can I return my order?

Yes, if you are not satisfied with the goods ordered, you can return them within 30 days of receiving them. To be eligible for a return, the following conditions must be met:

  • Intact Parts and Packaging: The order must include all parts and components in their original condition, and the packaging must be intact.
  • Proper Handling: The product must not be damaged due to improper handling.
  • Defective Goods: If the product is defective upon receipt, the return will not be accepted.

NOTE: If you refuse delivery from us, we cannot offer a return or refund. Orders that are not picked up at the local post office, refused upon delivery, not collected from customs, or contain an invalid or incomplete address are also excluded from refunds. If you are unavailable at the time of delivery, it is your responsibility to arrange a redelivery or collect the package according to the instructions provided by the shipping company. We also do not receive refunds from the suppliers.

We reserve the right to charge shipping costs to the customer. Returns are processed within 7 business days, and if the conditions are met, the return will be officially confirmed within this period.

Note:
We reserve the right to refuse returns if the goods have been used or damaged without our fault. If an incorrect item is shipped, we will send a new item to the customer at no additional cost.

Return Conditions

  • Return Period: You can return your package within 30 days of receiving it. The return must be sent within these 30 days.
  • Condition: All items must be unused, unwashed, and suitable for resale, with tags still attached to the items.

Return Shipping Costs

Returns are at the customer's expense, depending on which courier is used and from which country the package is being returned.

Note:
Hygiene items such as bikinis, swim trunks, and underwear cannot be returned.

How do I return my order?

If your order meets the above conditions, please follow the steps below to initiate the return process:

  1. Send an email to: info@etoileva.com
  2. Include the following information in the email:
    • Order number
    • Reason for the return request
    • Photo of the product
    • Full name
    • Customer address

Do not send the return to the sender; we will provide you with the correct address after you contact us. The customer is responsible for the shipping costs of returning the product.

Note:
The product may differ in color and appearance from the images shown on the website. The images are captured and edited in high quality to provide the best possible representation. Minor deviations may occur due to screen settings, lighting, and post-processing of the images. We do our best to represent the images as accurately as possible but cannot guarantee an exact color match or identical appearance.

Refunds will only be granted if the goods are returned to the address specified in our refund policy or the address provided by our customer service.

Cancellation Policy

Right of Withdrawal
The withdrawal period is 14 days from the day you or a third party designated by you, who is not the carrier, receives or accepts the last item. As we operate with a fully automated system, orders are processed immediately after being placed. Therefore, we cannot cancel the shipping process until delivery, meaning a refund is not possible upon receipt of the goods. To exercise your right of withdrawal, you must inform us via a clear statement (e.g., by email) about your decision to withdraw from this contract. The withdrawal is completed once we receive the goods. The buyer bears the costs of returning the goods.

Registration for Shipments in Transit
Since our goods are shipped from Asia, longer transit times may occur, over which we have no control. If the goods are already on their way to you, a cancellation is not possible. Wait until you receive the goods and then return them to us. Of course, you can inform us of your cancellation in advance. To guarantee the fastest possible return, please send us a shipping confirmation. Please note that as the buyer, you bear the shipping costs for the return.

Return FAQ

How long does it take to exchange a product?
If you specify that you would like to exchange an item when registering your return, we will start processing it immediately to ensure a quick exchange.

What do I do if the exchange product is no longer available?
Contact our customer service for alternatives. If the product is sold out, we will work with you to find a solution.

Where can I find my order number?
Your order number can be found in the confirmation email you received after placing the order. Contact customer service if you cannot find it.

What do I do if a product is delivered incorrectly or damaged?
Send an email to info@etoile.com with a picture of the damage. Our customer service team will work with you to find a solution.

Can I return my order after the return period?
If you wish to return the product after the return period, we offer the option of an exchange or store credit. Contact customer service for more information.

What happens if I don't pick up my package?
If you do not pick up your package, a fee of 29 EUR will be charged for shipping and handling. The fee will be charged retroactively.

ALL RETURNS MUST BE SENT AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA:

Lane 1177, Jianlan Road, Meixu Street, Yinzhou District,
315100 Ningbo, China