Returns & Refunds
Changed your mind? Return it within 30 days of delivery. Something wrong with it? We replace it or refund you, and you keep it.
One policy covers every order on Ettee. Personalized items — made with a name, date, message, or photo you gave us — cannot come back for a change of mind, because nobody else can use them. Neither can items that have been used, washed, or worn.
At a glance
| Situation | What you get |
|---|---|
| You changed your mind (item not personalized, unused) | Return within 30 days of delivery. You pay return postage; we refund the item price |
| Item arrived damaged or faulty | Free replacement or full refund, nothing to send back |
| Wrong item, wrong size, or a spelling mistake we made | Free replacement or full refund, nothing to send back |
| Item never arrived | Full refund or a free replacement |
| Item arrived late — more than 7 days after the latest estimated delivery date shown at checkout | Full refund or free replacement |
| Canceled within 48 hours of payment | Full refund |
| Personalized item, changed your mind | Not returnable; faults are always covered |
| Spelling or details you supplied were wrong | Discounted remake |
Changed your mind
- 30 days from delivery. Items without personalization, unused and in their original condition. That includes a size or color you picked that turned out wrong for you.
- Email us at [email protected] with your order number, so we can match your parcel when it arrives. Then send the item to our return address in the United States (below) within 14 days of telling us.
- You pay return postage and choose the carrier; from outside the United States this is international postage. Keep the tracking number. There is no restocking fee.
- We refund the item price to your original payment method within 1–2 business days of receiving it; see how long a refund takes to show.
- Prefer a different size or color? Return the item and place a new order — that is the fastest way to swap.
Our return address
Ettee725 Winery Way
Wilmington, NC 28411-9809
United States
Please email us with your order number before you send anything, so we can match your parcel to your order. Items that arrived damaged or wrong never need to come back.
EU and UK: your right to cancel
- You can cancel items without personalization at any time until 14 days after delivery (counted from the last parcel if your order arrives in several), without giving a reason — even if your order has already shipped.
- How: use Withdraw from contract here, send the model withdrawal form, or email [email protected].
- If your order has not shipped, we refund everything you paid, including shipping. If it has shipped, send it back to our return address within 14 days of telling us; you pay the return postage.
- We refund the items and the standard shipping you paid (not the extra cost of faster shipping) within 1–2 business days of receiving the items or your proof of postage, whichever comes first.
- We will not refuse an item you have handled; we may only reduce the refund for handling beyond what you could do in a shop.
- Items made with your own name, text, or photo are exempt from this right. Faults are always covered, and your legal rights for faulty goods apply in addition to this policy.
Things we always make right
Send us a photo and we handle it. You do not need to ship anything back for these, and there is nothing to pay. If we ever need an item back to check it, we email you a prepaid label.
- The item arrived broken, cracked, or damaged in transit
- The design, lettering, or finish is faulty
- You received the wrong item, wrong size, or wrong color
- The personalization does not match what you submitted
- The package never arrived and tracking shows no delivery
- The package arrived late — more than 7 days after the latest estimated delivery date shown at checkout
All of this is backed by Ettee Purchase Protection — it applies to every order, automatically, at no cost to you.
Tell us within 30 days of delivery — or within 30 days of the latest estimated delivery date if the package never showed up. For these problems there is no return shipping and no restocking fee. Refunds go to your original payment method within 1–2 business days of approval; see how long a refund takes to show.
Canceling an order
- Within 48 hours of payment — cancel for a full refund, no questions asked. Email us and we refund you within 1–2 business days.
- After 48 hours — if the shop hasn’t started your order, we still cancel it for a full refund. Once the shop has started, the order cannot be canceled; items without personalization can still be returned within 30 days of delivery.
- If we cannot ship on time — before the ship date shown on the listing passes, we email you a new date, and you can accept it or cancel for a full refund. If we cannot give a new date, or need to delay a second time, we cancel and refund you in full unless you ask us to wait.
- EU and UK customers — items without personalization can be canceled until 14 days after delivery, even if your order has already shipped. See your right to cancel.
- Once an item has shipped — it can no longer be canceled. Items without personalization can be returned within 30 days of delivery, and anything wrong is always covered.
Changing your design, size, or style
Spotted a typo? Want a different size, color, font, or photo? Message the seller right away. We usually process orders within hours of payment, so the sooner the better: if the shop hasn’t started on your order yet, this is almost always free and takes a minute to fix.
Once the shop has started on your order, some changes may no longer be possible. The shop will tell you honestly where your order stands and what can still be done—it’s always worth asking.
Please check your details carefully at checkout
Names, dates, spellings, and uploaded photos are copied exactly as you enter them — that is the point of a personalized piece. If something you supplied turns out to be wrong, we cannot refund it as a fault, but sellers will usually offer a discounted remake. Just ask.
What cannot come back for a change of mind
- Personalized items — made with a name, date, message, or photo you gave us
- Items that have been used, washed, or worn
- Digital files and downloads, once downloaded
This does not affect any of your rights when something arrives damaged, wrong, late, or never arrives — those are always covered, personalized or not.
Items bought on sale or with a discount code are covered in exactly the same way. This policy is in addition to your rights under the consumer law where you live, and nothing in it limits them.
Delivery problems
- Late delivery. If your order arrives more than 7 days after the latest estimated delivery date shown at checkout, tell us within 30 days of delivery and choose a full refund or a free replacement — nothing to send back. Carrier, customs, and weather delays are outside our control, but if they make your order late, Ettee Purchase Protection still covers you.
- Tracking says delivered but you have nothing. Check with your neighbors and your building’s mailroom first — most packages show up within 48 hours. If not, message the seller and we will open a carrier trace.
- Wrong address entered at checkout. Tell the seller within 48 hours and we will redirect it. Once it has shipped, you may be charged for reshipping.
- Unclaimed or refused packages. If a package is returned to the shop, we refund the item minus the original shipping cost.
- Customs duties. These are set by your own country and are not collected by us. Unfortunately they cannot be refunded.
How to start a return or refund
- Email [email protected] with your order number, or open the order in your account and click Contact. No account is needed to email us.
- Tell us what happened. Something damaged or wrong: attach a photo — one clear photo settles most cases. Changed your mind: tell us which items.
- We reply within 1 business day — with the fix, or to confirm your change-of-mind return.
Before you open a payment dispute
Please message us first. A dispute freezes the order on both sides — it actually blocks us from refunding you directly, and it takes far longer than simply asking. We have never refused a refund for an item that arrived damaged, arrived wrong, or never arrived at all.
How long a refund takes
We send your refund within 1–2 business days of approving your claim, receiving your return (or your proof of postage), or canceling your order. It always goes back to the way you paid; we cannot send it to a different card or account. After that, the time it takes to show depends on your bank or payment method:
| You paid with | Usually shows within |
|---|---|
| Card, Apple Pay, or Google Pay | 5–10 business days, often sooner |
| PayPal balance | The same day |
| PayPal, with a bank account or debit card | Up to 5 business days |
| PayPal, with a credit card | Often a few days in your online banking; PayPal says it can take one or two billing cycles to appear on your card statement |
Most refunds reach you within 14 days in total. We know waiting for money is frustrating, so we send refunds as fast as we can; the rest is your bank’s processing time, which nobody can speed up. If we cancel very soon after you order, the charge may simply disappear from your statement instead of showing as a separate refund. If your card has expired or been replaced, your bank usually moves the refund to the new card.
Still nothing after 14 days? Email [email protected] with your order number. We send you the refund confirmation, with a reference number your bank can use to trace it where one is available.
Common questions
Do I have to mail the item back?
Only for a change of mind. Damaged, faulty, or incorrect items stay with you: we replace them or refund you. For a change-of-mind return, email us first with your order number, then post it to our return address; you pay the postage.
How long does a refund take to appear?
We send it within 1–2 business days — of approving your claim, of receiving a change-of-mind return, or of your cancellation. Your bank or payment method then adds its own time: usually 5–10 business days for a card, the same day for a PayPal balance. Most refunds reach you within 14 days; see how long a refund takes.
I ordered the wrong size. Can I exchange it?
Yes, if the item is not personalized: return it unused within 30 days of delivery (you pay return postage) and order the size you need. For a personalized piece, ask us — we usually offer a discounted remake in the right size. If you received a different size from the one you ordered, you get a free replacement or a full refund.
My gift is for a specific date and it will not make it.
Email us now — we can often prioritize your piece or upgrade the shipping. If your order cannot ship within the time shown on the listing, you can cancel for a full refund, and if the shop hasn’t started on it, we cancel it for you anyway.
The color looks different from the photo.
Screens vary, and natural materials vary a little piece to piece. If the difference is beyond that, send a photo — we treat a genuine mismatch as a fault and make it right.
Can I get a written copy of this policy?
Yes. Message us or reply to your order confirmation, and we will email you a copy.
Related pages
Last updated October 4, 2026.
