Payments
What payment methods do you accept?
We currently accept Visa, Mastercard, Shop Pay, Discover, Amex, Google Pay, & Apple Pay.
We also accept Klarna (subject to status).
If you would like to pay via Klarna: add the products to your basket and then proceed to checkout. You will not be able to pay by Klarna if you checkout via your Shop Pay account.
Payment methods available may depend on the device you are using.
How do I pay via Klarna?
Klarna (subject to status).
If you would like to pay via Klarna: add the products to your basket and then proceed to checkout. You can then select Klarna after have entered your delivery information. You will not be able to pay by Klarna if you checkout via your Shop Pay account.
Can I pay via Bank Transfer?
We strongly recommend using one of the payment providers supported by our website. Payment providers offer you consumer protection and ensure money is sent to the correct account.
However, if you need to pay by bank transfer please email our team via info@etr.ee.
We do not claim responsibility for manual errors on your part if bank details are entered incorrectly.
Only when we have confirmed payment has reached our account, will your order will be marked as paid and then dispatched.
Orders
How do I cancel my order?
If your order has not yet been dispatched please reply to your order confirmation email and we'll cancel your order and process a refund for the full amount.
If your order has recently been marked as dispatched please call us on 01582 235 148. We'll do our best to find your order, however, we cannot guarentee that it hasn't already left our warehouse.
If your order has already been passed on to our courier you'll need to return your item to us. You can do this by refusing the delivery, or requesting a prepaid return label. Please look at the returned section of this page.
How do I request a VAT receipt?
You should have been emailed a VAT receipt when you placed your order.
If this was lost in transit please email info@etr.ee with your name and postcode so we can find your order and email a receipt.
Where can I track my order?
You will receive email updates while we process your order.
Once your order is dispatched you'll then be emailed tracking information.
If your order was sent using a tracked service, you can follow your items journey using the selected carriers external site.
Some of our items are sent using standard services, so you will only receive an update after the first delivery attempt.
Delivery
How do I track my delivery?
You will receive email updates while we process your order.
Once your order is dispatched you'll then be emailed tracking information.
If your order was sent using a tracked service, you can follow your items journey using the selected carriers external site.
Some of our items are sent using standard services, so you will only receive an update after the first delivery attempt.
What's your delivery coverage area?
We currently deliver to the United Kingdom, excluding the channel islands.
If you are outside of our normal coverage area please email info@etr.ee and we can arrange a quote for delivery.
My delivery hasn't arrived.
We're sorry your order hasn't reached you by the expected delivery date. 99% of deliveries reach our customers on time, however, mistakes can sometimes happen during the logistics process.
If it's been more than three days since you expected your delivery please reply to your order confirmation, or email info@etr.ee.
We'll reach out to our delivery courier to see if they can find your parcel, and then arrange a replacement to be sent out.
Returns
How do I return an item?
If you would like to return an item you've bought, and it's been less than 30 days, please use our self-service portal.
- Enter the email address you used to place your order, you'll be sent a code to login.
- Find the order you would like to return and click 'Request Return'.
- Follow the steps on screen.
Once approved, you'll be emailed a barcode which you can scanned at any Evri Parcel Shop.
Some items cannot be returned. Please read our full returns policy.
How do I use my return barcode?
Once your return is approved - You receive a barcode via email which can be scanned at any EvRi Parcel Shop.
Find your nearest EvRi Parcel Shop
Your barcode will be valid for 30 days but must be scanned before the return period for your order ends.
Only one pre-paid barcode will be issued per order, unless your order was sent in multiple packages.
Your item must be securely packaged and sealed before being taken to the parcel shop. We recommend you use the original packaging.
What's your return period?
Our return period is 30 days from the date of dispatch.
You can return your item for any reason if both the item and packaging are in the same condition as when you received them.
Some items cannot be returned. Please read our full returns policy.
I've received a damaged or defective item.
If your item arrives damaged or faulty please reply to your order confirmation with a photo of the issue.
We'll arrange an expedited return and get a replacement sent out as soon as possible.