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Help - Frequently Asked Questions (FAQ)

Return process

  • Go to our return portal.
  • Enter your order number and the email address used for your purchase.
  • Select the item(s) you want to return or exchange and choose the reason.
  • Choose whether you prefer a refund or an exchange.
  • Download your return label and attach it to your parcel.
  • For non-EU returns (except the UK), request three printed invoices via service@etq-amsterdam.com and attach them to your parcel.
  • UK returns can be sent to our UK warehouse using the portal label.
  • Drop off your parcel at the nearest parcel shop.

We aim to process all returns within 10 working days after receiving your parcel. Once your return has been handled, you’ll receive a confirmation email about your refund or exchange. You can track the delivery status of your return via the tracking link provided by the carrier.

Costs

Return costs are listed in the overview below. If you use your own carrier, these costs can’t be refunded.

A €1 handling fee applies for each additional item returned in the same order.

If the item you’re exchanging is now on sale or the price has changed since your original purchase, we can compensate the price difference with a voucher.

If this applies to your order, please contact our customer service team at service@etq-amsterdam.com after submitting your exchange request.

Conditions

You have 14 days after receiving your order to submit your return or exchange request via our return portal.

Items must be clean, unworn, and include all original tags and packaging. We may refuse refunds if returned items don’t meet these conditions.

Underwear can only be returned if the hygiene seal is intact.

Items from sets must be returned or exchanged as a complete set. Individual pieces from the same set cannot be returned or exchanged separately.

Customs

Returns from outside the EU (except the UK) are shipped under Delivery Duties Unpaid (DDU). This means all customs charges, taxes, and duties are your responsibility.

We can’t reimburse or estimate these costs, please check with your local customs office for more information.