Frequently asked questions
Incorrect address and undelivered parcels
How long does it take for an order to be shipped?
Does ETQ offer VAT discount/deduct?
How long before I receive the exchange?
An exchanged item usually gets back to us in roughly the same amount of days as it is delivered. Processing the exchange usually takes 1-5 calendar days, after which the new product will be sent to you. Once the parcel passes on to the delivery company, ETQ can’t account for any delays in the delivery. For questions, it’s best you contact the company that delivered your package directly and provide them with your tracking reference.
Do I pay for tax and duties outside of the EU?
What payment methods does ETQ accept?
How do I place an order?
1) Place the products you want to purchase in the basket;
2) Proceed to the check-out to complete your purchase;
3) Once at the check-out page, fill in all the required information;
4) Choose a payment method;
5) Confirm your purchase by completing the payment in the payment service provider portal, after which a confirmation e-mail will follow.
What is my order status?
You can check on your order anytime. To do so:
1) Log in to your account;
2) Under ‘Recent Orders’, select your order;
3) From here, you can view order details and track your order(s).
You can also access your order info through your confirmation e-mail.
Additionally, you will receive an e-mail with a tracking link.
How do I return or exchange?
Can I change my order or address after the order has been placed?
Do you ship to my country?
We ship to the following countries/zones:
The Netherlands, Belgium & Luxembourg
Europe Group A
Austria, Cyprus, Czech Republic, Denmark, Finland, France*, Germany, Greece, Hungary, Iceland, Ireland, Italy, Monaco, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
Europe Group B
Bulgaria, Croatia, Estonia, Latvia, Lithuania, Romania, Slovakia, Slovenia
International Group A
International Group B
Africa, Argentina, Australia, Belize, Bolivia, Brazil, British Virgin Islands, Chile, China, Colombia, Cuba, Dominican Republic, Ecuador, French Guiana, Greenland, Guatemala, Guyana, Honduras, Hong Kong, Iceland, India, Indonesia, Israel, Japan, Macau, Macedonia, Malaysia, Nicaragua, Panama, Paraguay, Peru, Phillipines, Russia, Saint Helena, Saudi Arabia, Singapore, South Korea, Suriname, Taiwan, Turkey, Ukraine, United Arab Emirates, Uruguay, Venezuela
If you’re unsure if the delivery company operates in your region, you can always check with us via email@example.com.
*Orders out of France will be shipped with UPS.
Who’s delivering my parcel?
How much does the delivery cost?
I’ve placed an order. What’s next?
Once your order has been placed you will receive an e-mail with a confirmation. If you didn’t receive an e-mail within 1 working day, check your spam inbox or contact our customer service at firstname.lastname@example.org. Once the order has been shipped, you will receive a tracking link to follow your order online.
Can I change my order after the order has been placed?
This depends on the circumstances. All orders placed before 5 pm (CET) will be handled within the same day. Except on weekend days. Once the parcel has been picked-up by our forwarder there is nothing we can do. You can always send an e-mail to email@example.com or contact us via the live chat if there is a problem with your order, we will do our best to help you further.directly and provide them with your tracking reference.
Do I need an account to place an order?
I forgot my password. What should I do?