FAQ

 

Shipping & Delivery

 

What are the shipping options?

Et Ochs delivers to customers worldwide, and offers free ground shipping on all U.S. orders (excluding Hawaii, Alaska and Puerto Rico). For the cost of expedited or international shipping, please see the below:

Ground Shipping (Fedex) - Free

Arrives 3-10 business days after processing (1 business day)

2- Day Shipping (FedEx) - $30                                

Arrives 2 business days after processing if order is placed by 12:30 pm CT

International Shipping (FedEx) - Estimated at checkout  

Arrives 5-15 business days after processing (1 business day)

*Generally 1-2 business days which excludes weekends and holidays.**

  • Refer to courier conditions for all specifications regarding delivery location limitations. 

  • Orders are picked and delivered Monday to Friday only.

  • Shipping options may vary based on the delivery address.

 

When will my order ship? 

Et Ochs uses FedEx as the shipping provider. 

Orders only ship on business days. Business days are Monday to Friday, excluding holidays. Please note shipping times do not include processing time, which could take 1-2 business days for domestic orders. 

Orders received by 11:00am EST generally ship the same business day, though exceptions may apply. Orders placed after 11:00am EST will generally be shipped the following business day. 

You will be notified via email once your order has been shipped and will be provided tracking for your order.

Shipping times can vary based on method chosen and delivery location.

International orders must clear customs which could add to shipping time. International customers will be responsible for all taxes and duties associated with the shipment of their order.

 

Latest shipping information?

Please click on any of the “Track my Order” buttons or links in your email notifications from us to see the latest details on your order.

  

 

Orders

 

Can I change or cancel my order?

We cannot change the size or color of an item once your order is placed.

If you need to change the size or color please reach out to us so that we can start the process of cancelling your order so that you can place a new one with the correct size or color. Please note that once an order is placed we cannot guarantee that it can be cancelled before it is shipped out. Any items marked FINAL SALE on our site cannot be cancelled. (This excludes items marked simply with "Sale")

If you need to cancel your order please reach out to us within our normal business hours (9am-5pm EST Monday-Friday) and we will make every effort to cancel it, but please note again that it is not guaranteed. If your order has already shipped you will need to wait for it to arrive and go through our Return Portal process to return the item back.

Please note that any 2-Day Expedited shipping charges cannot be refunded due to a cancellation request on an order that shipped out and has to be returned back to us. If we are able to catch your order in time before it ships we will ensure you are provided a full refund, including the 2-Day Expedited shipping charges.

 

What if I forget to input discount code?

If you missed entering your discount code upon check out please reach out to us at contact@etochs.com or fill in our contact form here and we will look into issuing you a refund against your order amount for the difference. Please provide us with the discount code or email showing your code so we can verify it before we can put through the refund.

 

Process for international orders?

International orders arrive 5-15 business days after processing. Processing generally takes 1-2 business days which excludes weekends and holidays. International orders must clear customs which could add to shipping time. International customers will be responsible for all taxes and duties associated with the shipment of their order.

 

 

RETURNS

 

What is your return policy?

We will accept returns* for orders meeting the below conditions that are received within 14 days of purchase date for a refund. Returns received after 30 days will not be accepted. Please note that you must return your item within 2 business days of generating the return label that populates from our Returns Portal.

**We cannot accept returns for any item purchased through a retail distributor or Major Department Store. We can only process returns for items that were purchased through our online store.**

All returns incur a $12 processing / restocking fee. Refunds will be provided for the value of your item and tax, minus the processing fee within 2-3 business days of receiving your item to our Returns Department. We do not refund original or return shipping costs. If you Exchange your item then the $12 processing / restocking fee is waived. 

**Please note that all refunds will be processed against the original payment method used and cannot be issued as a check or cash.**

*To be eligible for a return, the garment must meet the below quality conditions:

  • Unworn

  • Unwashed

  • All tags attached

  • All accessories included

  • Unscented (no perfume or other scents)

  • No human, animal or other hair

  • No rips or tears

  • No other signs of being worn

  • All original packing and hangers included

  • We must be able to verify proof of purchase.

  • Delivery dates are defined from FedEx records, and cannot be disputed.

  • Returns received after 30 days from purchase date will not be accepted.

  • Products purchased online cannot be returned to a distributor. 

  • Products purchase from a distributor cannot be returned online. See distributor policy. 

  • Any item marked FINAL SALEon the website CANNOT be returned.

  • Any item marked SALE on the website CAN be returned.

  • INTERNATIONAL RETURNS: For international orders, customers must cover the cost of return shipping and are responsible for all duties, taxes or brokerage fees associated with the orders. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we issue you a refund. To request a return of an international order, please send us an email with your order number, items you would like to return, and the reason you are returning them. If you have already shipped them back, please also provide the tracking number and carrier that you used for the return.

 

How do I return my order?

IMPORTANT NOTE: Any returns that are NOT handled through our Returns Portal cannot be refunded. Our Returns Portal tracks and links your order so that we can ensure you are refunding properly and in a timely manner. If you have shipped your return under your own label please reach out to our Customer Service team and provide them with tracking details right away.

**We cannot accept returns for any item purchased through a retail distributor or Major Department Store. We can only process returns for items that were purchased through our online store.**

**Please note that all refunds will be processed against the original payment method used and cannot be issued as a check or cash.**

To initiate a domestic return go to https://etochs.loopreturns.com/#/, and enter your order information. You will need to enter your Order Number and either your Shipping Zip Code, Email, or Phone Number. 

Next you will select which item(s) you wish to return.

From here you will select the reason for your return. Please choose any of the options and follow any prompts to complete your choice (Example: Item didn't fit > Too Small --> These details help us ensure updates are made to the description of the item to help future customers with their buying process.).

You will be presented with both Return and Exchange options. If you would like to Exchange your item for a different one you can choose the Exchange option. If you would like to return your item please select the Return item option at the bottom of this page.

Once you've selected Return you will be brought to another screen to Continue with your Return.

At the end of this process a FedEx label will be generated for you free of charge. You will simply include this label on the box you ship your return back in.

Please note that once returns are received by our Returns Department they will perform a Quality Assurance check to ensure you are eligible for a refund which can take 2-3 business days. You will be refunded for the amount of your item(s) minus any 2-Day Expedited shipping, as well as a $12 processing / restocking fee.

Please contact customer service on the above details should you require further assistance or if you have any questions on this process.

 

Items lost or damaged in transit?

Once orders leave our warehouse or facilities FedEx assumes responsibility of the items. Please contact FedEx directly if there is a problem with your shipment, which could include tracking or delivery problems, incorrect shipping addresses, delays, orders showing as delivered or lost packages. 

In the unfortunate event that an order is lost or damaged in transit, please file a claim directly with FedEx. Please inform us of your FedEx claim number so we can keep your case up-to-date. We are not responsible for reshipping or refunding orders that are lost or damaged in transit or filing claims with FedEx on your behalf. 

 

 

EXPERT ADVICE

 

How do I choose the best style for me?

We are more than happy to help answer any questions you have in regards to specific materials used for an item, measurement questions, sizing help, or care requirements. Please email us at contact@etochs.com or fill in our contact form here and we will look into your questions and help in any way that we can. Please note that sometimes these types of requests can take some time to look into with our Stylist Team, but we will do our best to answer any questions you may have.