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 we do not refund shipping costs. Local custom fees may apply outside the European Union.
Do you ship to my country?
We ship to most locations worldwide. Please find the full list of our shipping countries in the header menu.
When will my order be shipped?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day.
How is shipping affected during peak periods?
Due to a general high increase on order volumes during holidays, sale, 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.
How can I track my shipment?
You will receive an email with your tracking number once your order is shipped.
What are your delivery options?
|PostNord Mypack |
|The order will be delivered to your nearest pick-up point within 1-3 business days if placed before 3PM (CET).|
|Airmee Express Home Delivery||The order will be delivered to your door same day (Stockholm) or next business day (Göteborg, Malmö, Linköping, Norrköping and Växjö) between 5PM and 10PM if placed before noon (CET).|
|UPS Standard||Your order will be delivered to your home within 2-4 business days if placed before 3PM (CET).|
|DHL Express||The order will be delivered to your home within 1-4 business days if placed before 3PM (CET).|
|UPS Express Saver||The order will be delivered to your home within 1-4 business days if placed before 3PM (CET).|
How does UPS Express Saver 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. 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. 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.
What are the accepted payment methods?
Eytys accepts payments with VISA, MasterCard, American Express, PayPal, Alipay, Swish and Klarna.
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. If you need help speeding up the process, you can contact the issuing bank of your credit card.
Do I have to pay international taxes and duties?
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. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift.
Customs policies vary from country to country - please contact your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.
Please note that the UK is not part of the European Union following the Brexit vote effective 31 January 2020.
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 will be shipped the same day. Please note that shipping times may be affected during peak periods (e.g. sale, holidays and new releases). You will receive an email containing your tracking number once your order is shipped.
Can I make any changes to 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. Please note that during peak periods (e.g. holidays, sale and new releases) this may prevent changing your order in time. If you would like to change your order, please contact our customer support as soon as possible.
If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order. Please note we do not refund shipping costs.
Can I change my address?
If you would like to change your address once you have received your shipping confirmation, please contact PostNord/UPS as soon as possible.
Can I track my order?
Yes, you will receive a tracking link from PostNord/UPS on your shipping confirmation email. If you have not received your tracking link, please contact customer support.
My tracking link does not work.
It can take a day for the PostNord/UPS tracking link to be activated and updated. Contact us if your link does not work within 24 hours.
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 customer support. 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 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. If it’s still missing, there might be something wrong with the order. If so, contact us and we’ll sort it out for you.
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 UPS receives a signature. 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.
Eytys offers free worldwide returns.
What is your return policy?
You are entitled to return your order free of charge within 30 days after receiving the delivery (return must be shipped by day 30). 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 30 days of receiving the delivery will be sent back to the customer. Please note we do not refund shipping fees.
How do I return an item?
Please follow these steps to return your item:
- Register your return here.
- 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.
- Sweden: Drop the parcel at your closest PostNord access point.
Rest of the world: Schedule a pickup through ups.com, or drop the parcel at your closest UPS access point.
If you live outside of the EU, please contact us to receive a pro-forma for your return.
Please retain a copy of your return receipt from PostNord/UPS in case anything should happen during the return process. For more information about PostNord/UPS services and access points, please visit postnord.com or ups.com.
Can I exchange items?
If you wish to exchange to a different style, size or color, please return your unwanted item and place a new order for the desired item. We will refund your returned item once we have received it at our warehouse. Please note we do not refund shipping fees.
When will I receive my refund?
We process returns within 5 working days of receiving them unless we need more information from you. Please note that your return may be affected during peak periods (e.g. holidays, sale and new releases). As soon as we have handled your return we will refund you by the same method you used to pay. 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 we do not refund shipping fees.
Please note that in these exceptional times it may take us longer than usual to handle your return. Thank you for your patience.
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 UPS.
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.
My product has a defect.
In case of a product defect, please contact customer support.
I am missing my return form.
If you need a new return form or shipping label, please contact us.
Will you refund the taxes and duties I was charged on my order upon delivery?
Unfortunately we cannot refund you these charges. Please contact your local customs office to request for a refund (taxes and duties only charged for non-EU orders).
I paid with Klarna invoice, how do I make a return?
If you paid with Klarna invoice and want to make a return, make sure to pause your invoice through my.klarna.com so that the invoice does not expire before we receive your return. 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.
What is the return policy for Eytys Stores?
For information about the returns and exchange policy for purchases made in any of the Eytys Stores, you can contact the store in which you made the purchase, to receive more information.
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.
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.
Are your products vegan-friendly?
All Eytys’ products that are not in suede or leather are vegan-friendly.
Where are your shoes produced?
Eytys’ shoes are produced in Vietnam and Portugal.
If you have any other questions, you are always welcome to contact customer support. Our customer support operates 09:00–18:00 CET on all weekdays except for Swedish public holidays.