FAQ, Shipping & Returns


SHIPPING

  •  Where do you ship to?

We currently ship within the United States and to Canada.

All Canadian orders are shipped Delivered Duty Paid (DDP), meaning applicable duties, taxes, and import fees are included at checkout. You will not be charged additional fees upon delivery.

  • International shipping

For shipping outside of the US and Canada, please visit our global store here where we ship from our warehouse in Australia.

  • How long does shipping within the US take?

We currently offer standard (5-7 business days) or express (3-5 business days) shipping within the US. Shipping rates are dependent on the weight or value of your order and calculated at the checkout.

Kindly note that the shipping time is also dependent on the courier and is beyond our control once your order has been dispatched as there may be delays due to unforeseen circumstances.

  • Do you offer local pickup / click and collect?

Currently, we do not.

  • Where do you ship from?

Orders are currently dispatched from Las Vegas, Nevada.

RETURNS

  • What do I do if my item arrived damaged?

If the product is damaged, we will happily replace the product for you if it is in stock, otherwise the total amount will be refunded.

Unfortunately, due to the nature of some of our products, damage may be incurred during transit, even if all packages are packed to sustain rough handling. Please understand that is out of our control how items are handled and we apologise if you receive a damaged product. However, we will work with you to achieve a satisfactory resolution.

  • I've changed my mind! Can I exchange an item or get a refund?

Yes. We offer a 30-day return and exchange policy. Please note that all vanity mirror purchases are final sale and cannot be returned or exchanged.

Please note:

  • Items must be returned in their original condition, including all original tags and the dust bag. Items that have been used, are missing tags or the dust bag, or are otherwise not in their original condition are not eligible for a return or exchange.

  • ÉTOILE does not cover the cost of return shipping unless you have received an incorrect or damaged item.

  • Some of our products are delicate and must be packaged carefully for return transit. Returns that arrive damaged due to insufficient packaging may not be eligible for a refund or exchange.
  • ÉTOILE cannot accept responsibility for returns that are lost or go missing when sent via an untracked shipping service. We recommend using a tracked shipping method.

  • Please allow 5–7 business days from the time your return is received for it to be inspected and processed.

  • If your item arrives damaged, there is no need to return it. Instead, please contact us at support@etoile.com with photos of the damage, and our team will assist you.

To lodge a return / exchange, please click here.

  • Can I cancel my order?

If you'd like to cancel or amend your order, please email support@etoile.com as soon as possible and we will endeavor to accommodate your request. If an order has been shipped, we will not be able to cancel the order or revert the shipping process.

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For all other enquiries, please email support@etoile.com.