Return and Exchange Policy
We’re here to help with a straightforward and hassle-free return and exchange process. Please review our policy below to ensure a smooth experience.
Eligibility for Returns and Exchanges
- Timeframe: You have 5 days from the date of delivery to initiate a return or exchange.
- Condition: Items must be unused, unworn, and in the original packaging with all tags attached. Items that show signs of wear, damage, or alteration may not be accepted for return or exchange.
- Non-Returnable Items: Certain items, such as final sale products, personalized items, or gift cards, are not eligible for return or exchange. This will be clearly stated at the time of purchase.
Return Process
- Step 1: Contact our customer service team at [email protected] or through our website’s contact form with your order number and reason for the return.
- Step 2: Once your return request is approved, you will receive a return authorization number and detailed instructions on how to send your item(s) back.
- Step 3: Pack the item(s) securely in the original packaging, including all original documentation, and ship the package to the address provided.
- Step 4: After we receive and inspect the returned item(s), we will process your refund. Please note that refunds will be issued to the original payment method within 5-10 business days.
Exchange Process
- Step 1: Contact our customer service team with your order number, the item you wish to exchange, and the desired replacement item (size, color, etc.).
- Step 2: Once your exchange request is approved, you will receive instructions on how to return the original item.
- Step 3: Ship the item back to us using the instructions provided. Once we receive and inspect the item, we will ship the replacement to you at no additional cost.
Shipping Costs
- Return Shipping: Customers are responsible for the cost of return shipping unless the item is defective or incorrect.
- Exchange Shipping: Etherealm will cover the cost of shipping the replacement item in an exchange.
- Free Shipping Threshold: If your original order qualified for free shipping but the return brings the total below the free shipping threshold, the original shipping cost may be deducted from your refund.
Refund Policy
- Refund Amount: The refund will be for the purchase price of the returned item(s), excluding any original shipping fees, unless the return was due to our error (defective or incorrect item).
- Processing Time: Refunds will be processed within 5-10 business days after the returned item(s) have been received and inspected.
- Original Payment Method: Refunds will be issued to the original payment method used at the time of purchase. Please note that credit card companies may take additional time to post the refund to your account.
Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately. We will work with you to resolve the issue quickly, including offering a replacement, refund, or store credit, depending on your preference.
Thank you for shopping with Etherealm, we value your business.
