We use a third Party Supplier to fulfil all our Orders in our EtP Extra Store.
Quality Guarantee
If you are not satisfied with the quality of the products received, please get in touch within 30 days of receiving the item and we’ll do everything we can to investigate and find a solution.
If the Third Party quality assurance team validates your claim, they will be happy to send a complimentary replacement order as quickly as possible.
We’d much rather fix any problems and send a replacement order to make sure you are happy with the order. If that’s not possible or you can’t wait for a new order to arrive, please indicate that and we’ll give you a refund.
Colour consistency
Our Third Party Supplier uses the same print machines, paper types, and work processes as their print partners to minimize colour variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the colour, consistency, and final result: machine type, machine settings, paper types, humidity in the room, and when the machine was last cleaned, just to mention a few examples. Colour variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under the Third Parties quality guarantee.
Defective or damaged products
If you receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product not caused by lack of quality of the content EtP provided, should you want to submit a new order, our Third Party Partner will cover the costs of the new order.
Lost Orders Policy
For packages lost in transit, please get in touch within 30 days from the estimated delivery date. Our Third Party Supplier will be happy to send a replacement order on your behalf.
Returns Policy
Returned by Customer
Our Third Party Supplier does not support returns because the products ordered are personalized and are made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.
Returned to Sender Policy
For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.
Wrong Address
If you provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Rejected by the Recipient
If you reject the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order, you will be liable for the costs of the new order.
Unclaimed
If you are not able to receive the order at the address, the shipments may be available for pick up at the local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).