Cancellation policy

This policy applies to pre-orders placed through ETIA LONDON. We do not offer subscriptions or try-before-you-buy purchases.

Pre-orders and payment

A pre-order is an order placed before a product is ready to dispatch. The estimated dispatch date or window will be shown before you place your order. We take full payment at checkout. If we cannot dispatch within the stated window, we will email you with a revised estimate and explain your option to cancel for a full refund.

Cancelling before dispatch

You may cancel a pre-order at any time before it is dispatched. Email support@etialondon.com with your order number and a clear statement that you wish to cancel. We will refund the full amount paid for the cancelled order, including any delivery charge, to your original payment method. We will issue the refund without undue delay and within 14 days after you tell us you wish to cancel.

After dispatch

Dispatch does not end your statutory cancellation rights. For an eligible change-of-mind return, you may notify us that you wish to cancel within 14 days after you receive your order, then return the product within a further 14 days. Email support@etialondon.com for return instructions and the designated returns address. The cost of change-of-mind return postage is your responsibility.

Opening the outer box to inspect the mascara does not, by itself, prevent a return. Opening the mascara container, withdrawing the wand or using the product may reduce its value. If handling has reduced its value beyond what is necessary to inspect it as you could in a shop, we may make a fair, case-by-case deduction from the refund, as explained in our Return and Refund Policy.

Your rights if a product is faulty, damaged, incorrectly supplied or not as described are not affected by this policy.

For further details, please see our Return and Refund Policy: https://etialondon.com/policies/refund-policy