Etoile
Returns & Cancellation

Returns & Cancellation

Returns, Cancellations & Refunds:

We understand that sometimes your purchase may not be exactly what you expected. If you wish to return or cancel an order, our Customer Care team is here to assist you via WhatsApp and/ or Email.


Returns:

You can request a return directly from the Orders section of your account on our website or return your order at your preferred Etoile La Boutique store.


Return Conditions:

To be eligible for a return:

  1. Items must be returned within 14 days of the delivery date.
  2. Items must be unused, unworn, unwashed, and in the same condition in which they were received.
  3. All original packaging, accessories, authenticity cards (where applicable), and order contents must be included.
  4. All security tags (where attached) must remain intact and unaltered.

Returns will not be accepted if:

  1. The item has been worn, used, washed, altered, or damaged.
  2. The item is returned in an unsellable condition.
  3. Any security tag has been removed, replaced, or tampered with.

Items that do not meet the above return conditions will be sent back to the customer, and no refund will be issued.


Damaged or Incorrect Items:

If your order arrives damaged or you receive an incorrect item, please contact our Customer Care team via WhatsApp and/ or Email within 14 days of delivery so we can assist you promptly.


Cancellations:

Orders can only be cancelled while their status is ‘Placed’. Once an order enters processing, it can no longer be cancelled.

In exceptional circumstances, Etoile La Boutique reserves the right to cancel an order. If this occurs, you will be notified via WhatsApp and/or Email within 1–2 business days.


Cancellation Refunds:

  1. If you cancel your order before it begins processing, you will receive a full refund.
  2. If Etoile La Boutique cancels your order, a full refund will be issued using your original payment method where applicable.


Refunds:

Once your returned item has been received and approved, your refund will be processed.


Card & Digital Payment Refunds:

Refunds made to credit cards, debit cards, American Express, Mada, Tabby, and Tamara are typically processed within 14–21 business days after your returned item has been received at our facility. Processing times may vary depending on your payment provider or issuing bank.

You will receive a confirmation via WhatsApp and/or Email once your refund has been processed.


Cash on Delivery (COD) Refunds:

Refunds for Cash on Delivery (COD) orders are processed via bank transfer only.

To complete your refund, please contact our Customer Care team via WhatsApp and/ or Email and provide your bank account details.


Customer Care:

Our Customer Care team is available Monday to Friday, 9:00 AM – 6:00 PM (GST) to assist you with any questions regarding returns, cancellations, or refunds.