<h3 id="isPasted">Why didn&apos;t I get an order confirmation?</h3>Sometimes emails land in your spam/promotions folder which means they are missed, give that a check and if you do not see it we can always send you an email with an update. Some payments through PayPal will go through to your PayPal email address and not your account email address. If you don&apos;t manage to locate it you can always contact us&#xA0;<a href="https://etah-love.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">here.</a>&#xA0;<h3 id> </h3><h3 id="can-i-change-my-shipping-address">Can I change my shipping address?</h3>Of course, as long as your order has not been fulfilled yet. Please send us a message as soon as you can if you need to change your address. You can do that&#xA0;<a href="https://etah-love.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">here</a>.&#xA0;In some instances, the shipping company will be able to change your address even if the package has already been shipped. In order to do this you will have to get in touch with the carrier directly.If your item is returned to us, we will inform you and reach out with the next steps.&#xA0;<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Unfortunately, once your order is fulfilled we cannot change your shipping address, we are not liable if your item does not arrive to you, so please double-check your address before ordering!<h3 id="-1"> </h3><h3 id="why-did-you-cancel-my-order">Why did you cancel my order?</h3>There are several reasons your order can be cancelled. Sometimes our system will detect something is wrong with your payment. In these instances, our lead shipper will reach out to you for more information. If we do not hear back or your information does not pass our third-party detection software then your order will be cancelled. Please note that customer support nor the lead shipper can clear or expedite your order without the relevant information required.Sometimes our items become out of stock from the time you ordered to when we go to pack your order. We try to limit this as much as possible but will reach out in the rare instance that it happens and inform you of a cancellation and refund.<h3 id="-2"> </h3><h3 id="do-i-need-to-be-logged-into-my-account-to-checkout">Do I need to be logged into my account to checkout?</h3>Not at all, you can check out as a guest. However, we always recommend creating an account so you can keep track of your previous orders and sizes.

Placing a order

Info about payment methods, custom fees and discount codes

<h3 id="isPasted">Which payment types do you accept?</h3>We take Visa, Mastercard, Amex, and Discover. We also accept PayPal and allow you to make interest-free installments via Sezzle and Klarna. You may need to be logged into your account to see some of these options<span id="isPasted" style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">, some options are also country-specific. &#xA0; <h3 id="will-i-need-to-pay-customs-fees">Will I need to pay customs fees?</h3>Customs taxes, duties, and import charges are the responsibility of the customer to be paid. We do not cover any additional charges or costs for the final delivery of the package to your destination country. These charges differ based on country laws and policies, and we cannot estimate the amount you may be charged.If you refuse to pay duties and taxes on your order we will need to wait for your item to be returned and processed by our returns team before a refund is applicable <h3 id="how-long-should-a-refund-take-to-reach-me">How long should a refund take to reach me?</h3><span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">If your order is cancelled, the refund will take 3-5 business days (Monday to Friday).Canada: Once your return arrives at our warehouse, please allow 2-3 business days for us to process your refund. From there it takes 3-5 days for your money to be reimbursed on your original payment method.USA:&#xA0;<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Once your return arrives at a sorting center in New York it can take 1-3 weeks to reach us in Canada. During peak times of the year, this will be 3 weeks, for the rest of the year, it is much less. Once we receive your order at our Canadian warehouse and it has been processed, it will take 3-5 business days to be reimbursed on your original payment method.&#xA0;International / EU: Please ensure you send us a tracking number when you ship your item back.&#xA0;<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Once your return arrives at our warehouse, please allow 2-3 business days for us to process your refund. From there&#xA0;<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">it will take 3-5 business days to be reimbursed on your original payment method.&#xA0;<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Note: You may experience delays if there is a higher-than-average amount of returns.<h3 id> </h3><h3 id="do-you-offer-gift-receipts">Do you offer gift receipts?</h3>We do not, but we can allow any customer to use the return portal. All they need is the Order Number and Zip/Postal Code to submit their request.&#xA0;If they would like to update the return address, please get in touch via email as soon as you submit your request on the return portalWe do not include the price paid in or outside of our packaging.<h3 id="i-forgot-to-add-my-discount-code-what-should-i-do">I forgot to add my discount code, what should I do?</h3>No problem!&#xA0;<a href="https://etah-love.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Get in touch</a>&#xA0;and we can add that for you. Please note we can not apply it if another discount code was applied at the time of purchase. &#xA0; <h3 id="how-does-sezzle-work">How does Sezzle work?</h3>Split your entire online purchase into 4 interest-free payments over 6 weeks with no impact on your credit score. Add your items to the cart as normal and simply check out with Sezzle, you may have to be logged into or create an account with us to see this option.&#xA0; <h3 id="isPasted">How does Klarna work?</h3>Split your entire online purchase into 3 interest-free payments or pay in 30 days with no impact on your credit score. Add your items to the cart as normal and simply check out with Klarna. You may have to create or be logged into your Clocks and Colours account to see this option. This option is not available for all countries.&#xA0;<a href="https://www.klarna.com/uk/smoooth/" target="_blank" rel="noopener noreferrer"></a><a href="https://www.klarna.com/uk/smoooth/" rel="noopener noreferrer" target="_blank">Click here to find out more!</a>

Payments

Information about order changes and cancellations.

<h3 id="isPasted">Can I change my order?</h3>Unfortunately, we cannot make a change to an order once you have paid for it. However, we can cancel it if it has not been fulfilled, and you can place the order again.If your order has been shipped, you will have to wait for it to arrive and go through the exchange process. <h3 id="can-i-cancel-my-order">Can I cancel my order?</h3>As long as your order has not been fulfilled, then we can cancel it for you. Please <a href="https://etah-love.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us here</a> as soon as possible to get started.&#xA0;Final Sale items that have been shipped are not eligible to be returned, exchanged, or refunded.

Changes and Cancellations

<h3 id="isPasted">Do you offer gift cards?</h3>We do indeed, these come in $50, $100, $200, and $500 amounts.&#xA0;<a href="https://www.etahlove.com/products/gift-card-el" rel="noopener noreferrer" target="_blank">You can purchase them here!</a> <h3 id="how-long-are-gift-cards-valid">How long are gift cards valid?</h3>Our Gift Cards have no expiration date. <h3 id="isPasted">Can I return a gift card for a refund?</h3>We do not allow gift cards to be refunded unless the balance is unused and it was purchased within 30 days.&#xA0; <h3 id="isPasted">Can I use this gift card in person?</h3>We only allow gift cards to be used online.&#xA0; <h3 id="isPasted">Can I buy or use a gift card during the sale?</h3>You can purchase a gift card at any time. However, our gift cards will never go on sale. You can use a gift card during the sale to make a purchase.

Gift Cards and Ordering a Gift

<h3 id="isPasted">The item I want is out of stock. Can I pre-order?</h3><span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">We do not currently have a pre-order system. You can sign up on the product page to be notified via email when a product restocks.Please note that items without a notification bell will not be restocked.<h3 id="isPasted">How often are items restocked?</h3>Restocks take between 30 and 90 days &#x2014; we like to take a little extra time to make sure every piece is perfect. Any items that are discounted or in the &apos;Sale&apos; section will not be restocked.&#xA0;We have a Size Out of Stock bell notification prompt that will appear when selecting a sold-out item and size. You can enter your email address if you would like to receive a notification when a new inventory is added to the website.&#xA0; <h3 id="why-do-you-limit-quantities-for-certain-products">Why do you limit quantities for certain products?</h3>All our items are hand made which means we can only make so much at any one time! If an item sells out before you can grab it we are sorry! Set up an email reminder for when it restocks and keep your eyes on our social media! <h3 id="do-limited-edition-items-restock">Do limited edition items restock?</h3>Rarely &#x2014; you do have to be quick to get a limited-edition item such as collaboration pieces.&#xA0;<a href="https://www.etahlove.com/pages/subscribe" rel="noopener noreferrer" target="_blank">Signing up for our marketing emails</a>&#xA0;will give you the chance to get our rarest pieces before they sell out.&#xA0;&#xA0;

Stock availability

<h3 id="isPasted">I received the wrong item, what should I do?</h3>We are so sorry that happened! Unfortunately, even the best of us make mistakes sometimes, we are happy to get your new item right away. Get in touch with us <a href="https://etahlove.com/pages/contact" rel="noopener noreferrer" target="_blank">here</a>. You can also exchange this item yourself using <span style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">our&#xA0;<a href="https://etahlove.loopreturns.com/#/" rel="noopener noreferrer" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(0, 123, 255); text-decoration: none !important; background-color: rgb(255, 255, 255); user-select: auto; font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px;" target="_blank">return portal</a> if you don&apos;t feel like getting in touch.&#xA0; <h3 id="isPasted">My item was damaged when it arrived.</h3>We do quality check every item before it is packaged however some things can happen that are out of our control such as shipping and handling by the carrier.&#xA0;Give us a quick email and we will help you out right away! We do not ship out extra boxes for packaging damaged in shipping.&#xA0; <h3 id="isPasted">My order said it arrived, but it&apos;s not here.</h3><h3 id="isPasted">My order said it arrived, but it&apos;s not here.</h3>Don&apos;t panic.&#xA0;Most of the time when this happens, the package is delivered the next day or it may have been left in an alternative safe place, such as with a neighbour.We ask that you wait at least 24 hours from the time your package is marked as delivered before contacting us to ensure it is not a temporary delay or misunderstanding. Once 24 hours have passed, <a href="https://etah-love.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a> right away.Your case will be investigated and a replacement may be offered based on the results of our investigation.&#xA0;Please Note: We do not offer refunds for orders that are confirmed as delivered by carrier tracking information.

Ordering

Placing a order

Payments

Changes and Cancellations

Gift Cards and Ordering a Gift

Stock availability

Issues with a delivered order