How may we assist you? You can find all the answers to the most frequent questions on orders, returns, shipping and much more on this page. For additional information, contact our Customer Service.
You can find out whether an article is available in one of our Boutiques using the Find in Boutique function in the individual product sheet pages.
Our Boutiques also offer a remote sales service.
If an article is out of stock, you can select the Advise me when it is available option to receive an email when the article returns to stock.
You can always contact our Customer Service for any further assistance.
All the articles indicated as 'ETRO BY YOU' can be customized with your initials.
The personalisation should be indicated when you choose the article in the product sheet.
Remember that customized articles cannot be returned.
Please contact Customer Service for further details.
The service is available by contacting our Boutiques directly. Find the contacts here.
Etro offers an after-sales service available for products purchased on www.etro.com, in ETRO Boutiques and authorised resellers.
Contact us by completing the on-line form available here sending us as many details as possible (e.g. order number, photos, etc.).
If you need to change or cancel your order, contact us as soon as possible. We will do whatever we can to satisfy your request but we cannot guarantee that your order can be changed once it has been forwarded. Orders being processed cannot be changed or cancelled.
If we are unable to change or cancel an order, it can be returned once it has been received, as indicated in our Returns Policy.
Customized articles cannot be changed or cancelled once the order has been forwarded. Once confirmed, orders with personalised articles cannot be cancelled or returned.
Please contact Customer Service for any further assistance.
We remind you to check your spam folder.
If you do not find our order confirmation email, please contact Customer Service
To trace your orders, please note that an ETRO account is required and orders should be placed after logging into the My Account.
If an order is made as an unregistered user, it will not be displayed in My Account.
You can create your My Account here by clicking on 'CREATE YOUR ACCOUNT'.
Contact Customer Service for any further assistance.
When the order is finalised, you will be asked to select the gift option and write a personalised message which will be printed on gift paper, placed in an envelope and attached to the package.
By selecting the gift option at the time of payment, please remember that the courtesy receipt will not contain any information on the price.
Contact Customer Service for any further assistance.
Only some selected articles can be reserved that is why there is the pre-order option.
A pre-order is the reservation of an article which is currently unavailable for sale but soon it will be. An indicative delivery date is present on the pre-order product page.
If an order contains several articles, we recommend making individual orders for pre-ordered items to prevent the whole delivery from remaining suspended until the pre-ordered article is available.
Contact Customer Service if you require any further assistance.
Firstly, we suggest you verify that the browsing site of the country corresponds to the country of shipping.
If you receive a notification that the transaction has been rejected by your credit or debit card issuer or any other the payment method used, contact the issuing bank or the service provider of the payment service.
However, please first check that:
- the information of the card or payment given is correct. In particular, that the identification of 16 numbers and the type of card indicated are exact;
- the 3- or 4-number security code is correct;
- the card has not expired;
- ensure that the invoicing address corresponds to the address linked to the credit card or payment method used.
Contact Customer Service if you require any further assistance.
You can check the status of your order at any time:
- either as a registered or as an unregistered user, enter the requested data (order number, email) in the 'CHECK THE STATUS OF YOUR ORDER' section here.
- only as a registered user, by accessing your personal My Account profile.
Contact Customer Service for any further assistance.
ETRO is offering free Express shipping on all your orders. Shipping is Express and free of charge, delivery is within 1-4 business days (with possible variation for islands and remote areas). Free returns always.
Delivery time is estimated from the time your order is shipped and not from when it is made.
You will receive a shipping confirmation email with the details of the delivery when your order has been forwarded to the courier. ETRO is not liable for any unexpected delays which are outside its control.
At present, an on-line order cannot be collected from a Boutique. We are working to provide this service in the coming months.
You can request a return on our website whether you have purchased as a registered user or a guest user.
- If you are a registered user, access My Account and enter the detail of the Order log. You will find the option 'REQUEST RETURN' alongside the order that you want to return.
- If you are an unregistered user, access the detail of the order through the dedicated area in the Login page. You will find the 'Check the status of your order' section here where you can enter the order number and your mail. Alongside, the item 'Request return', the shipping number can also be found.
Once the return request has been forwarded:
- pack the article in the original box;
- attach the prepaid label covering any other previous delivery information;
- contact the courier to organise collection or take the package to one of the courier's returns collection centres.
If you would like to send the return using a different courier, you will be wholly responsible for the shipping costs.
In this case, we advise you to use a traceable and insured delivery service as ETRO will not be held liable for any problems arising from the loss, damage or theft of returns that have not been sent using our courier.
A return is free and orders have a prepaid return label, except for perfumes. Customized products cannot be returned.
For Pandoro and Panettone it is not possible to make any returns.
All returns must be made in the country of purchase.
More details are available by consulting our General Conditions.
Contact Customer Service if you require any further assistance.
Yes, a return can be requested on-line by accessing the detail of the order through the dedicated area in the Login page. You'll find the section CHECK THE STATUS OF YOUR ORDER here where you can enter your order number and your mail.
Please see the details of returns management here.
Contact Customer Service if you require any further assistance.
You can return an article purchased on etro.com within 30 days of the delivery date of the order.
See our General Conditions here.
Please contact Customer Service to receive assistance.
You can check the status of your returns at any time:
- either as a registered or as an unregistered user, enter the requested data (order number and email) in the 'CHECK THE STATUS OF YOUR ORDER' section here.
- only as a registered user, by accessing your personal My Account profile.
Contact Customer Service for any further assistance.
Within 14 days of the date of receiving your return as indicated in our General Conditions.
An article bought on-line cannot be returned in our Boutiques.
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.
Our service is active in some selected Boutiques.
Book your shopping experience at our store choosing the day and time that suits you here.
Contact our Customer Service for any further assistance.
We offer a personalised consultancy service through our Personal Assistant.
Please contact the Boutique you are interested in; find the contacts here.
No, an exchange and/or return of articles purchased on-line on www.etro.com cannot be made at our Boutiques.
Please proceed with the return on-line and, if necessary, make a new purchase.
No, an exchange and/or return of articles purchased on-line on www.etro.com cannot be made at authorised resellers.
Please proceed with the return on-line and, if necessary, make a new purchase.
Products can be received directly at your home by contacting our Sales Assistants who will guide you with a made-to-measure experience.
This service is available in Europe and the United States.
For further information and assistance, contact our Boutiques directly. Find the contacts here.
Please contact the Boutique where you made the purchase or our Customer Service to receive all the details.
Please contact Customer Service specifying the area and the collection or article you are interested in.
Click CREATE YOUR ACCOUNT by entering our site here and follow the guided procedure.
Via the link available here.
Contact our Customer Service for any further assistance.
If you no longer wish to receive our newsletter, you can cancel your registration at any time:
_click on the link at the bottom of every email. A web page opens to cancel the registration;
_in the PROFILE > PREFERENCES section of your personal My Account profile.
Contact our Customer Service for any further assistance.
