Etsohome sticks to the tenet of "quality first, customer foremost". We have a QA team to check your order products before they are packed and sent, but sometimes a return or an exchange is necessary. If you are not satisfied with your purchase, please take advantage of our cancellation policy and return & refund policy.

Regarding the problems not mentioned below, please email: service@etsohome.com including an explanation and photographs stating the reason for your request.

Can I change my order?

Yes, as long as the item's not been shipped. Also you can amend your contact and delivery details.

Cancel Policy

Can I cancel my order?

Yes, as long as the item's not been shipped.
All of our products can be canceled until they are shipped. If your order is unpaid, you can easily cancel your order by yourself. If your order has been paid, you can contact our customer service to cancel your order.
Once your order has been shipped, it can no longer be canceled. We cannot guarantee any request to cancel or modify an order once production has already begun. There are no order cancellations accepted once production has begun on any custom or specialty products (items that are not a stock size).

Please note that we may offer a corresponding cancellation policy or solution to customers’ inquiries based on the different product categories.
1. Orders canceled before shipping will be eligible for a full refund, except for made-to-order products.
2. Once your order has been shipped, it can no longer be canceled.

Return Policy

We encourage you to go on a thorough check-up when you receive the package and make sure whether the items are the ones you have specified.

Customers who purchase Etsohome products can enjoy the return service without reason within 14 days of receiving a product (calculated based on courier record, the same below). when returning the goods, the customer must present valid proof of purchase and provide the invoice (if any). The customer must ensure that the returned product retains the original quality and function, intact appearance, and the complete trademark and certification mark still attached.
If the product is damaged, the packaging box or any items are missing, or other conditions that affect secondary sales, the return will not be accepted. The logistics costs incurred when returning goods should be paid by the customer.
The refund shall be returned to the customer within 2-3 business days from the date of receiving the returned goods that meet the requirements. The refund method is the same as the payment method. The specific date that funds are available to the customer may be affected by factors such as banks and payment institutions.

There are a few items that can’t be returned:

• Clearance items
• Gift cards
• Personalized items

Defective, Damaged, Mis-shipped, Lost Items:
1. If we've missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item or other solutions. We'll either give you a full refund, or order you a replacement.
2. If you believe your item was damaged during shipping, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.

How can I return the defective item to Etsohome ?
Please email: service@etsohome.com before returning a defective item to receive the return shipping address and other instructions. Etsohome will not be responsible for returned item(s) without notifying us in advance.

Submit a return request : https://account.etsohome.com/
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
1. Log in to your account:

• In the Email field, enter your email address, and then click Continue.
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store, and then enter a six-digit verification code.

2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Below are some further suggestions and important reminders:
1. Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;
2. After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
3. Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer's expense;
4. You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request;
5. If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones;
6. We can arrange a refund or a replacement of the product after receiving the defective item;
7. Please place a note inside the return package by including the following details (this will accelerate your return request):
8. If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.

What we need:
1. your order number;
2. the product ID or name and the quantity;
3. a short description of the problem occurred with this product;

Please Note:
1. Once your request has been approved, our customer service will offer you the return address (not the location address or the parcel address).
2. Please send the item back to the return address as soon as possible and then send us the tracking number.
3. Items received unused, undamaged and in original package. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.
4. We reserve the right not to process the refund if your request not be approved or items returned in unacceptable condition.
5. If you need to return an item because it's faulty, or because of something we've done wrong, we won't charge you for the return/collection. But if you're returning an item because you've changed your mind, you'll need to pay the cost noted below.

If you return your whole order, we'll give you a full refund, including what you paid for delivery, minus the returns fee.

If you only return some of your order, we'll refund for those items and their delivery, minus the returns fee.

When will you receive your refund After return items successfully?

After our custom service agree your refund and check all done is compliant with our return policy, our custom service will operate your refund and within 2-3 business days you can receive your refund.

Any purchase on Etsohome indicates that you have read, understood and agreed with our Cancellation & Return Policy stated above.