Customer support
FAQ
SHIPPING
Which countries do you deliver to?
We ship to 52 locations worldwide. Please find the full list of our shipping countries in the footer menu.
What is my shipping cost?
The shipping cost is based on your selected destination and shipping service. To find out more, click here . Please note that we do not refund shipping costs. Local custom fees may apply outside the European Union.
When will my order be shipped?
We aim to ship your order within 48 hours of receiving your order confirmation email on business days. Please note that these processing times may vary during peak periods. Visit our shipping page for more information regarding shipping conditions.
When will I receive my order?
Once your order is dispatched from our warehouse, shipping usually takes between 3 to 7 business days depending on the destination. Please check our shipping section for more information about your country.
How is shipping affected during peak periods?
Due to a high increase in order volumes during holidays, sales, peak seasons and new releases, the processing of your order may take longer than usual. We will do our best to ship your order as soon as possible.
To which countries do you ship DDP to?
We ship Delivery Duty Paid (DDP) to all countries within the EU and UK.
Will duties and taxes be included in the given price?
When ordering within the EU (European Union), all additional charges such as VAT/tax and duties are included in the given price. When ordering outside the EU (European Union) all prices exclude VAT/tax and duties and local custom fees may apply. Please contact your local customs office for further information.
How much duties and taxes do I have to pay?
Customs policies vary from country to country, please contact your local customs office for further information. Please note that custom agents may sometimes delay the delivery of some packages.
How can I track my shipment?
Once your package has been shipped, you will receive a shipping confirmation email with your tracking number and a link to follow the progress of your shipment.
What should I do if I did not receive my order?
If you did not receive your order within the delivery window, please contact our customer service as soon as possible. Kindly note that we are unable to issue any claims for lost packages after 30 days of the order being shipped.
Do you ship to PO boxes?
Unfortunately, at this time we are unable to ship any orders to PO boxes.
How do I collect my package?
If ‘delivery’ was selected at checkout, your package will be delivered to your chosen address. If ‘collection’ was selected at checkout, the package will be delivered to your chosen access point, and you will receive a notification once it is ready to be picked up. To find out more, click here .

ORDERS
How do I know that you received my order?
Once your order has been placed you will receive an order confirmation email. Make sure to check the junk folder if you are not able to view the email in your regular inbox.
When do I receive my order?
Once your order is shipped you will receive an email containing your tracking number. Please note that shipping times may be affected during peak periods (e.g. sales, holidays and new releases). To follow the status of your shipment, please use the link in your shipping confirmation email.
Can I make any changes to my order?
Unfortunately, once the order is placed we are not able to make any changes to your order. 
Can I cancel my order?
We start working on your order as soon as it is placed, therefore the time-frame to cancel your order is very limited. Please note that during peak periods (e.g. holidays, sales and new releases) this may prevent changing your order in time. If you would like to cancel your order, please contact us as soon as possible.

If your order has already been shipped by our warehouse, you can return your order for a refund. Please note we do not refund shipping costs.
Can I change my address?
If you would like to change your address, please contact us as soon as you receive your shipping confirmation email.
Can I track my order?
You will receive a tracking link in your shipping confirmation email once your package is shipped.
My tracking link does not work.
It can take up to 24 hours before the tracking is activated.
Can I add items to my order?
Unfortunately, we cannot add items to an existing order. We recommend placing a new order. 
I did not receive an order confirmation.
As soon as your order is placed, an order confirmation is sent to the email address you entered in the checkout. If it is missing, please make sure you have provided the correct email address and double check your email spam folder.

PAYMENTS
What payment methods do you accept? 
EYTYS accepts payments with VISA, MasterCard, American Express, PayPal, Alipay*, Swish** and Klarna***.

* China
** Sweden
*** Sweden, Norway, Germany, Austria, UK & US
Is it safe to buy from eytys.com?
The protection of your personal information is extremely important to us. To ensure your shopping experience is safe and secure, EYTYS uses Secure Socket Layers (SSL), the industry standard technology for data encryption. To maintain your continued privacy, EYTYS does not retain any payment information in our database.
In which currency will my payment be charged?
We charge your payment in different currencies depending on which country you are located in. We mostly charge in local currencies, but some countries may be charged in USD or EUR. You are able to see which currency you will be charged in at country selection.
When will I be charged?
When an order is placed on eytys.com the funds are first held for authorisation. Once the order has been shipped the funds are captured from your payment account.
Why was my payment declined ?
If your payment was declined on your first attempt, we recommend that you contact your bank. If you still are not able to place an order on our website, please contact us .
Can I receive a tax refund for my online order?
In order to receive a tax refund you will need to contact your local customs office.
Are taxes included in the final price?
Orders placed outside the EU (European Union) and UK may be subject to additional VAT/tax, duties, and local customs fees. Please contact your local customs office for further information.
Do you offer pay later?
At present, Klarna is the preferred payment method used if you would like to pay later.
Do you offer gift certificates?
EYTYS offers digital gift certificates in set values. Your gift certificate will be sent to the email address used for your purchase within 24 hours. Please make sure your entered details are correct before placing the order. The gift certificate will be valid for one year, from the date of the purchase. Please note that it can only be redeemed online at eytys.com in the country or territory where it was purchased.

RETURNS
What is your return policy?
You are entitled to return your order free of charge within 14 days after receiving the delivery (return must be shipped by day 14). The package may be opened upon receipt but all items returned must be unused (in the same condition received). All original packaging must also be returned unused. Items returned after 14 days of receiving the delivery will be sent back to the customer. Please note that we do not refund shipping fees.
How do I return an item?
The return instructions may vary depending on the country you are in. Please see the instructions for return shipments below.
Returns within the EU:

1
Register your return here .

2


3
Place the items in the original boxes (inner and outer boxes if applicable). If the original outer box is not available, a similar sized box must be used.

Sweden: Save the QR code generated from your return.
Rest of World: Attach the return label on top of the original shipping label.

4
Sweden: Drop the parcel at your closest PostNord access point and show the QR code. The access point will then print the return label and attach.
Rest of the world: Schedule a pickup through ups.com, or drop the parcel at your closest UPS access point.
Returns outside the EU:

1
Register your return here .

2


3
Place the items in the original boxes (inner and outer boxes if applicable). If the original outer box is not available, a similar sized box must be used.
Attach the return label on top of the original shipping label and print 3 copies of the Pro Forma invoice . Please include all copies of the Pro Forma invoice in a plastic pouch that you attach to the outside of the box . To receive the Pro Forma invoice, please contact us .

3
Schedule a pickup through ups.com , or drop the parcel at your closest UPS access point.

I did not receive a return label.
EYTYS offers free worldwide returns. A prepaid return label will be available to download once your return has been registered.
Can I use a different carrier to return my order?
Unfortunately, we can only accept returns with our prepaid return label and the carrier indicated on the label. If you make a return with another carrier, we will not be able to ensure the package will arrive at our warehouse. EYTYS will not be able to refund you nor be responsible for the shipping costs and/or lost packages. 
Can I exchange items?
You can exchange your item for a different size, providing we have sufficient stock available to fulfil the new order.
How do I make an exchange?
Please register your exchange here . And follow the return instructions, as above.
How do I know that you have processed my exchange?
Once we have received and processed your return, your new order will then be prepared by our warehouse. You will receive a confirmation email once your new order has been created.
When will I receive my refund?
We will refund you once we have received and processed your return. Please note that your return may be affected during peak periods (e.g. holidays, sales and new releases). As soon as we have handled your return we will refund you through the same method you used to pay. Once your return has been processed, your refund will show on your bank account within 5 working days. If you haven’t received your refund within 10 working days, please contact your bank for more information. Please note that we do not refund shipping fees.
How do I know that you have received my return?
Use the PostNord/UPS tracking number on the return label to see if we have received your parcel. If you are unsure about the status of your return, please contact us . Kindly note that we are unable to issue any claims for lost packages after 30 days of the return being shipped.
My product has a defect, what should I do?
In case you received a product with a defect, please contact us and we will be able to assist you further. Please note that your return will only be accepted if you have reported the issue before sending the product back to us.
Will you refund the taxes and duties I was charged on my order upon delivery?
Unfortunately, we cannot refund you these charges. If you return your order, please contact your local customs office to request a refund.
I paid with Klarna, how do I make a return?
Please follow our return steps, but also make sure to register the return through my.klarna.com . If you fail to pause your invoice before the invoice expires you may be subject to delay fees from Klarna. Please contact Klarna for further questions regarding your invoice.
Can I return an online purchase in your store?
You can return your online order for a refund at one of our retail stores. Please bring your order confirmation as a proof of purchase. 
Can I send back a product that I purchased at your store?
Unfortunately, we are not able to process store returns online. If you wish to send back a store purchase, kindly contact the store directly. You can find the contact information for our stores here .
Can I return a gift?
You are welcome to return your gift within 14 days if the item(s) are in unused condition and an order confirmation as a proof of purchase is valid. Kindly note that we can only refund you through the same payment method used when the order was placed.
Will I be refunded the full amount?
If you have returned all of your products, we will issue a full refund. Kindly be aware that EYTYS does not refund shipping costs.
PRODUCTS & SIZING
Where do I find the measurements? 
You can easily locate our measurements on each product page, and cross reference with the table of sizes to see which size would suit you best.
When are “Coming Soon” products available to purchase?
Products under category “Coming Soon” are our incoming stock deliveries. Simply click on the “Sign up to be notified” option. This will ensure that you are notified immediately when they arrive.
Will EYTYS products be restocked?
We suggest that you click the “Notify if restocked” option when clicking into your desired product and size. This will ensure that you are notified immediately when the stock is back online.
I am not able to find my desired product on your online store. Can you assist me?
If the desired product is not available online, we are more than happy to help you with the search. Please contact us and we will help you find your favorite product from our stores or from a stockist.
How do I find the perfect size for me?
We recommend you to consult with our size guide for your desired product. All of our product measurements can be found directly on the product page.