Terms of service

1. About us and these terms

ETIA LONDON is operated by Etia London Ltd, a company registered in England and Wales under company number 15918209. These terms apply to purchases made directly through etialondon.com and to your use of this website. Please read them before placing an order. Nothing in these terms limits your statutory consumer rights.

2. Our products

We aim to describe and display our products accurately. The appearance of a shade may vary slightly between screens. This does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.

3. Placing an order

When you place an order, you offer to buy the products in your basket. A contract is formed when we send you an order confirmation email. If we cannot accept an order, or later cannot fulfil an accepted order, we will contact you and offer a full refund of any payment taken for the unavailable products. Please provide accurate contact and delivery details, and contact us promptly if you notice an error.

4. Prices and payment

Prices are shown in pounds sterling and include any applicable taxes. Available delivery options, delivery charges and the total amount payable are shown before you place your order. We take full payment at checkout, including for pre-orders. We do not offer subscriptions or try-before-you-buy purchases.

5. Pre-orders

When a product is offered for pre-order, its estimated dispatch date or window will be shown before you place your order. You may cancel a pre-order at any time before dispatch for a full refund. 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. Please also see our Purchase Options Cancellation Policy.

6. Delivery

At launch, we accept orders for delivery to UK addresses offered at checkout. Delivery methods, costs and estimated times are shown before you place your order. We remain responsible for products sent using a delivery option we offer until you, or a person you have nominated, receives them. If your order is delayed, missing or damaged in transit, please email support@etialondon.com.

7. Cancelling, returning and reporting a problem

For an online purchase, you may generally cancel without giving a reason from the time you place the order until 14 days after you receive it. Tell us clearly that you wish to cancel by emailing support@etialondon.com. You may use the optional form at the end of these terms, but you do not have to. After notifying us, you must return the product within a further 14 days. We will provide the designated returns address and instructions by email. Please do not send products to our registered office.

For a change-of-mind return, you are responsible for return postage. If you cancel and return your entire order, we will refund the product price and the cost of our least expensive standard delivery option, subject to any lawful deduction for handling that has reduced the product's value.

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. Any deduction will be assessed fairly on the facts of the individual return. Your rights if a product is faulty, damaged, incorrectly supplied or not as described are unaffected.

Our Return and Refund Policy gives further details, including refund timing and the process for faulty products.

8. Website content and use

The text, images, branding and other content on this website belong to us or our licensors. You may use the website for personal shopping and information, including with assistive technology. Please do not reproduce our content for commercial purposes without permission or interfere with the website's security or operation.

9. Privacy and other websites

Our Privacy Policy explains how personal information is handled.

Our website may link to third-party websites. Their own terms and privacy notices apply when you use them. Etia London Ltd remains the seller for purchases you make directly from our website, although Shopify provides the store technology.

10. Changes to these terms

We may update these terms by publishing a new version on this page. The version in effect when we accept your order applies to that order. We will not apply later changes to an existing order unless required by law or you agree to them.

11. Governing law

These terms are governed by the law of England and Wales. This does not remove any mandatory consumer protection that applies to you or prevent you from bringing a claim in a court where you are legally entitled to do so.

12. Contact details

Customer support: support@etialondon.com

Etia London Ltd
Registered in England and Wales
Company number: 15918209
Registered office:
101 Wood Lane
84 World, Floor 7, 2 Television Centre
London W12 7FA
United Kingdom

The registered office is for company correspondence, not product returns. Please email customer support for the designated returns address.

Optional cancellation form

You may copy and complete this form and email it to support@etialondon.com. You can also cancel by sending us any other clear statement that you wish to cancel.

To: Etia London Ltd, 101 Wood Lane, 84 World, Floor 7, 2 Television Centre, London W12 7FA, United Kingdom; support@etialondon.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Order number (if known):
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: