Refund policy

Returns

We want you to love what you carry. If something isn't right, you have 14 days from the date your order is delivered to request a return.

To be eligible, items must be unused, undamaged, and in their original packaging with any tags still attached. We're unable to accept returns on items that show signs of wear or use.

How to start a return

Email us at hello@ettarowe.com with your order number and the reason for your return.
We'll reply with return shipping instructions.
Ship the item back using the instructions provided.

Please wait for return authorization before sending anything back. Items sent back without prior approval cannot be accepted.

Return shipping costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable. We recommend using a trackable shipping service, as we are not responsible for items lost in transit.

Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, contact us at hello@ettarowe.com within 14 days of delivery with photos, and we'll make it right with a replacement or full refund, including shipping.

Non-returnable items

The following items cannot be returned:

Gift cards
Custom or personalized items
Sale or clearance items marked final sale
Items requested outside the 14-day return window

Exchanges

The fastest way to get what you want is to return the original item and place a new order once your return is accepted.

Order changes and cancellations

If you need to change or cancel an order, email hello@ettarowe.com as soon as possible. We can usually accommodate changes before an order enters fulfillment, but once it has shipped we are unable to modify or cancel it.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or credit card company may need additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund and you still haven't received it, reach out to us at hello@ettarowe.com.

European Union 14-day cooling off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, items must be unused, undamaged, and in their original packaging with any tags still attached, and you will need your receipt or proof of purchase.