FAQ, Shipping & Returns
- Where do you ship to?
We currently ship within the US and to Canada.
Please note that all shipments imported into Canada are subject to duties and taxes assessed (or tax assessments) by Canada Border Services Agency (CBSA). The amount of duties and taxes for an item primarily depends on the item's value in Canadian dollars. In addition to the duty, tax (e.g., GST, PST, QST, and HST) and other related fees may apply. As the recipient of the item, you are responsible to pay for any taxes and duties levied by CBSA.
- International shipping
For shipping outside of the US and Canada, please visit our global store here where we ship from our warehouse in Australia. Please bear in mind that certain products (mirrors/furniture) cannot be shipped outside of Australia.
- How long does shipping within the US take?
We currently offer standard (3-7 day) or express (2 day) shipping within the US. Shipping rates are dependent on the weight of your order and calculated at the checkout.
- Do you offer local pickup / click and collect?
Currently, we do not.
- Where do you ship from?
Orders are currently dispatched either from Utah or Texas.
- What do I do if my item arrived damaged?
If the product is damaged, we will happily replace the product for you if it is in stock, otherwise the total amount will be refunded.
Unfortunately, due to the nature of some of our products, damage may be incurred during transit, even if all packages are packed to sustain rough handling. Please understand that is out of our control how items are handled and we apologise if you receive a damaged product. However, we will work with you to achieve a satisfactory resolution.
- I've changed my mind! Can I exchange an item or get a refund?
Yes. We have a 30 day exchange or refund policy. Please note:
- Etoile Collective will not bear the cost of return shipping unless the item is damaged or you have been sent the wrong product
- Some of our products are extremely fragile and need to be packaged well to sustain rough handling. Etoile Collective will not refund or exchange any items that arrive damaged
- Etoile Collective cannot accept any liability for lost or missing goods returned by unregistered post
- Please allow up to 5 - 7 business days for the return to be assessed before a refund can be processed
- If your item has arrived damaged, there is no need to send the item back. Please instead email us at email@example.com
To lodge a return / exchange, please click here.
- Can I cancel my order?
If you'd like to cancel or amend your order, please email firstname.lastname@example.org as soon as possible and we will endeavor to accommodate your request. If an order has been shipped, we will not be able to cancel the order or revert the shipping process.
For all other enquiries, please email email@example.com.