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FAQ

Here you will find the most frequently asked questions. If you can't find what you are looking for, please contact our Customer Service team at shop@eytys.com. Our Customer Service team operates 09:00–18:00 CET (Central European Time) on all weekdays. You are always welcome to email us.





Shipping and delivery

Do you ship to my country?
We ship to most locations world-wide through UPS. To find out more about international deliveries, click here.

What is my shipping cost?
Eytys offer free shipping on all orders above EUR 200. Any shipping cost will be added to your order and is clearly visible in the shopping cart, the checkout as well as on your order receipt. The shipping cost is based on your selected destination.

What are your different delivery options?

UPS Access Point
The order will be delivered to your nearest pick-up point on the next business day, if it is placed before 15:00 (CET).
UPS Standard /
UPS Express Saver
The order will be delivered to your home within 2-5 days.
UPS Home Delivery
If you ship to Sweden, you can get your order delivered to your home on the next business day if it is placed before 15:00 (CET). Please note that you will need to be home to sign your delivery. If you’re expecting a package, but you’ve missed the first attempt at delivery, you have the option to reschedule. Please visit the UPS rescheduling page for more information.
Pickup in store
(Eytys Stockholm City)
All orders placed before 11:00 (CET) will be available for pick up at the Eytys Stockholm City store the following Tuesday or Friday. You will receive an email when your order is available, and it will have to be collected within 7 days from the date of purchase. Should you fail to collect your order, a handling fee of 150 SEK will be taken off your refund.

When do I receive my order?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET (Central European Time) will be shipped the same day. You will receive an email from UPS containing your tracking number shortly after your order is shipped.

How does UPS shipping work?
UPS delivers orders during general business hours (9:00 – 18:00) and makes 3 attempts at delivery before sending the package back to its origin. Therefore, we advise that you use a "ship to address" for which you are usually present during business hours. It is also important that your phone number is correct (preferably a mobile phone) and turned on while you await delivery. UPS offers a service for easily tracking and rerouting your packages if your plans change while the order is in-transit. Please visit ups.com/mychoice for more details.

How is shipping affected during peak periods?
Due to a general high increase on order volumes during holidays, peak seasons and new releases, the processing of your order may take up to 48 hours. We will do our best to ship your order sooner.

Can I send an order to an alternative address?
Yes, you are able to fill out a different delivery address in the checkout process choosing "Ship to different address". If you pay through PayPal, make sure to double check the address stated in your account.

Can you send my delivery quoted in custom purposes as a gift?
No, Eytys has to state that all price facts have to be declared correctly on our parcels. If an item is on sale we will declare the sale price and not the suggested retail price of the item.

Can I track my order?
Yes, you will receive a tracking link from UPS via your shipping confirmation sent to your email. If you live within EU, or have not received your tracking link, please contact customer service for more information.

My tracking link does not work.
It can take a day for the UPS tracking link to be activated, but please contact us if you have any questions.

My order is missing.
Contact shop@eytys.com and we will sort it out for you.

Some pieces are missing from my order.
If pieces are missing from your order, contact shop@eytys.com.

What are your policies on insurance and fraud?
All orders are insured during transit. The insurance is released and the responsibility passes to you when a signature is received from UPS. This includes the signature of a third party. An order is considered fulfilled at the time UPS receives a signature.

Eytys reserves the right to cancel any order flagged by our fraud assessment software as a potential fraud.





Payment

What are the accepted payment methods?
We accept online card payment with MasterCard, VISA or via PayPal.

What currencies can I pay with?
The currencies used are Euro (EUR), US Dollar (USD) or Swedish Kronor (SEK). The currency is chosen automatically depending on your shipping country. VAT is included in all our prices and will be based on the country the order will be shipped to.

Can you change the value of my order for customs?
No. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

Do I have to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Eytys cannot control and is not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasions custom agents may delay delivery of some packages.

When will I be charged for my order?
If you pay by credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged when your order is registered for delivery from our warehouse. You will then receive a confirmation containing a receipt of the purchase.

I was charged twice for my order.
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

What can I do if I have any problems regarding payment?
Contact the customer service directly on shop@eytys.com

Is it safe to buy products on Eytys's website?
All payment information is sent encrypted to ensure total security of any sensitive information. We apply no credit card fees and accept Visa and Mastercard.





Returns

What is your returns policy?
If you live within the EU and are not fully satisfied with your product you always have the possibility to return your item within 14 days after you have received the item using the UPS returning label. You will receive a refund for the item excluding the return cost for the item. We’ll give you a refund within 14 days by the same method you used to pay, and all we ask is that items are returned clean, unworn and have all of their tags on. We will confirm your returns by email.

How do I return an item?
Fill out the return form and use the UPS return label and place it on the box. Schedule a pick-up through UPS.com or leave the parcel at your closest UPS access point. For more information about UPS services and access points, please visit ups.com.

Can I exchange items?
Yes, but only to a product at the same or lower price. If you’d wish to exchange your items to a more expensive product, you will need to place a new order. We will adjust the price difference before you complete your purchase. You will also have to return the product you’ve bought. Please click here to learn more.

How long does it take to process returns?
We process changes and returns within 5 working days of receiving them unless we need more information from you.

When will I receive my refund?
After we have processed and confirmed your return, we will refund your money using the same payment method you used at your purchase. It may take up to 5 bank days until you see the money on your account. If you haven’t received them in 10 working days, please contact your bank for more information.

How do I know that you have received my return?
Use the UPS tracking number on the return label to see if we have received your parcel. We will always try to handle your return as soon as possible.

I received the wrong items.
If you have received the wrong items, contact our customer service and specify which products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.





Our products

I cannot find the style, color or size I'm looking for.
The colors and sizes available in the online shop reflect what we currently have in stock. Contact shop@eytys.com if you have questions about specific products.

Can I buy products from previous collections?
No, we only sell what is represented in our online shop.

How often do you re-stock sold out items?
Most often, we do not re-stock sold out seasonal styles and what is available online reflects what we currently have in stock. Occasionally, our stock can increase due to product returns which will be reflected in our webshop.

How do I find the right size?
There is a size chart for each product with measurements. You can also find all size charts and instructions how to choose the right size here.

Where do I find care instructions?
You find care instructions for each product on its label. You can also read our Care instructions for how to best treat your product here.

Where is my closest Eytys retailer?
Send an email to shop@eytys.com and they will get back to you asap.

Are your products vegetarian-friendly?
All Eytys’ products that are not in suede or leather are vegetarian-friendly.

Where are your shoes produced?
Eytys’ shoes are produced in Vietnam and Portugal.





Shopping online

Can I change my order?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. So, if you would like to make any changes, please contact the Customer Service team as soon as possible by email. If your order has already been dispatched from our warehouse before you can cancel or change it, return it to us for a refund when you receive it and place a new order.

Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. If the order has not been sent we can ship them together to avoid double shipping costs.

I did not receive an order confirmation.
As soon as your order is placed, an order confirmation goes to the email address you entered in the checkout. If it is missing, double check your spam folder and add shop@eytys.com to your contact book for future purchases. If it’s still missing, chances are there was something wrong with the order. Contact our customer service team and we’ll sort it out for you.

How do I use a voucher code?
If you’ve received a voucher code for our online shop, you can use it in the checkout stage before finalizing your purchase. Simply write the code in the voucher code field in the checkout, and the total amount in your order will be recalculated. It will be clearly stated what amount the voucher is before you continue to the payment step. If your code is not working correctly, please contact us at shop@eytys.com and we will help you.

The item I bought is now on sale, can I get the difference refunded?
No. All sale prices are final and the prices displayed in the online shop are accurate. All costs are clearly stated in the checkout process before anything charged on your credit card. When proceeding with your purchase in checkout, you accept the price.

Do you offer free shipping?
Eytys offer free shipping on all orders above EUR 200. We sometimes offer free shipping campaigns on online orders. This will be clearly stated before the payment process.

Can I pre-order in the online shop?
No, we do not offer pre-orders.

Can I order products that are not in stock?
No, our online shop is connected to our warehouse stock and if a product is sold out, it means that that we do not have any left. Sometimes we may re-stock specific items and/or sizes.