HELP CENTER

Our exchange policy is simple:

With the exception of Custom Shoes, If for any reason you are not completely satisfied with your purchase and would like to exchange it or return it, simply return the item to us within 30 days of the purchase date in its original, unused, unworn, unwashed condition for an exchange, refund or store credit. If it is an exchange, we are happy to pick up the new item's shipping costs. If it is a return for store credit, we will send you a Site Cash store credit for the product & taxes that you can use later on the site.

Here are the simple steps for an exchange:

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.

1. Log into your etnies Account with your email address and password.
2. Purchase the replacement product. (you should purchase as soon as possible
   to make sure we don't run out of your size and color)
3. Go to the My Account area
4. Click on Request a Return
5. Follow the steps to getting a Return Authorization Number and be sure to include in the form the Reason for an exchange.
6. Print out your Return Authorization form.
7. Follow the Return Checklist and Procedures listed below.
8. To return the original item for an exchange, place the form into the box and ship to etnies at:
   etnies Online Store
   Returns Department
   20161 Windrow Drive
   Lake Forest , CA 92630
   
9. Your return will be processed (including your shipping charges) within two to three weeks. You will receive an email once the return has been processed.

* Note: Each item returned MUST HAVE it's own Return Authorization Number.

We can only exchange items that were purchased on the etnies Online Store.

Return Check List

Before sending merchandise back for an exchange, please make sure you follow these steps.
Check the merchandise. It must be in like-new condition

• Shoes
  • Shoes must not be worn and must include the original undamaged packaging.
  • If you plan to return the shoes do not wear them after trying them on and unlace them.
  • Shoes must still have the original hang tag on them
  • Show boxes must not have tape or any other shipping label on them. Use the box the shoes were shipped in to return them. 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
  • All items must be unused and be returned in the original packaging
  • Clothing and accessories must be clean and unwashed with all tags attached
  • Once clothing has been worn or washed it cannot be exchanged

Return Procedures

1. The easiest and fastest way to fill out the "Return Authorization" form is to click here, log into your account, click on the Request aReturn and let this automated form complete the majority of the fields for you. If you do not have an account due to receiving your etnies item as a gift from the Online Store, please click here to download the form.

   Make sure that you enclose a copy of your original invoice and packing list. Also 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, Federal Express Ground or UPS Ground. The etnies Online Store will not be responsible for expedited return shipping charges.
   

2. Ship the return package to:
   
   etnies Online Store
   Returns Department
   20161 Windrow Drive
   Lake Forest , CA 92630
   
   For your protection, we suggest that you send your merchandise via Federal Express or insured United States Postal Service. All return shipping charges must be prepaid. We will not accept COD deliveries.