HELP CENTER

What is your exchange/return policy?
Our exchange/return policy is simple:

If for any reason you are not completely satisfied with your purchase, simply ship the item back to us within 30 days of the purchase date in its original, unused, unworn and unwashed condition for an exchange or store credit.

If you chose a product and after receiving decided the fit or look is not what you expected it to be, you can exchange the item for a different color, size or product that is in our inventory. (Sorry, we do not accept exchanges for stickers and posters.) You must pay to ship the item you are returning to us, but we will pay the cost of shipping the replacement to you.

Because product availability is always changing, we cannot choose and send the replacement product for you. You must place the replacement order yourself.

We can only exchange items that were purchased on the etnies Online Store. If you purchased the item at your local etnies retailer, you need to return it to that store.

Can I return etnies shoes, clothing or accessories I purchased at my local store to the etnies Online Store?
We can only accept items for return that were purchased on the etnies Online Store. If you purchased the item at your local etnies retailer, you need to return it to that store.

What condition does merchandise have to be in to qualify for an exchange?
Merchandise must meet the following criteria in order to be exchanged:

• Shoes
  • Shoes must be unworn and include the original, undamaged packaging
  • If you plan to return the shoes, do not wear them after trying them on and make sure to unlace them
  • Shoes must have the original hang tag on them
  • Shoe boxes must not have tape or any other shipping label on them
  • Use the box the shoes were shipped in to return them; please do not ship shoes in the shoe box alone
  • All packaging and other items that were in the box must be returned as well
  • Once shoes have been worn, they cannot be exchanged
• Clothing and Accessories
  • Clothing and accessories must be unworn and unwashed and must include the original, undamaged packaging
  • Clothing and accessories must have the original hang tag on them
  • Once clothing and accessories have been worn or washed, they cannot be exchanged

How do I exchange an item?
If your merchandise meets the return criteria listed above, then please follow these steps to return it:

1. Fill out the Return Authorization form that was included with your package. If you do not have a copy of the Return Authorization form, you can download it by clicking here.
2. Because product availability is always changing, we cannot choose and send the replacement product for you. You must place the replacement order yourself. We encourage you to make a replacement order as soon as you can, so you can get what you want. We will process the credit when we get your return.
3. If you make a qualifying replacement purchase, we will refund your credit card the full amount of this purchase including shipping when we get your return. If you don’t make an exchange purchase we will credit the purchasing credit card for the amount of product and tax.
4. Check the exchange box on the Return Authorization form. Price differences will be settled on the credit or debit card used for the original purchase.
5. Make sure you fill out the comment field on the form giving the reason for the return.
6. Then return the unused, unwashed item in new condition within 30 days of the original shipping date.
7. Make sure to enclose a copy of the original invoice and packing list and keep the originals for your records.

In the event of a shipping error, please include the amount of your return shipping charges on the return form and return the package to us via a non-expedited shipping method such as USPS First Call Mail, FedEx Ground or UPS Ground. etnies is not responsible for expedited return shipping charges.

Ship the exchange package to:

etnies Online Store
Returns Department
20162 Windrow Drive
Lake Forest, CA 92630

For your protection, we suggest that you send your merchandise via FedEx or insured United States Postal Service. All return shipping charges must be prepaid. We will not accept COD deliveries.

Please note that we only accept returns for items purchased from the etnies Online Store.

How should I package my exchange item?
Please return the merchandise in its original packaging, with all original tags on the merchandise. Use the box the shoes were shipped in to return them; please do not ship shoes in the shoe box alone. Make sure to enclose a copy of the original invoice and packing list and keep the originals for your records.

What do I do if I need to return merchandise but I do not have a copy of the Return Authorization form?
You can go online to create your Return Authorization form. Simply log into My Account and click on Request a Return.

How do I return defective products?
Defective products must be returned within 30 days of delivery. Please follow the return procedures listed above, listing your reason for the return as “defective product” and thoroughly describing the claimed defect.

We are dedicated to providing you with shoes that aren’t just stylish, but are also able to tolerate the abuses of skateboarding better than other shoes. However, griptape is very abusive, and when you are trying to learn tricks, you will inevitably wear out certain spots on your shoes. Even though etnies shoes are designed for skateboarding, this type of wear is not considered a manufacturer’s defect, and is therefore not covered under the manufacturer’s warranty.