Free shipping on orders over £65 !

Frequently Asked Questions


MOST POPULAR QUESTIONS

1. What is your return policy?

You have the right to return all products you have bought from Ethaca.com for a full refund or exchange within 14 calendar days of the date of delivery. Ethaca will refund the purchase price of merchandise returned in its original condition and only if accompanied by the original invoice, original Ethaca packaging and with the hang tag intact and attached to the item.

Merchandise that has been worn, used, altered or damaged will not be accepted. Ethaca reserves the right to refuse return of any merchandise that does not meet the above return requirements at Ethaca’s sole discretion. When you return or exchange any product, you must cover the shipping charges. Please, note that you will not be reimbursed for the original shipping charges. When returning products, please, ensure you fill in and return to us the Return Form enclosed within your order.

2. I am a UK customer. How do I return something to you?

If you are a UK customer, you can use Royal Mail to return your item(s). Please, bear in mind that you will have to pay the return shipping costs.

3. I am a European customer. How do I return something to you?

If you are a European customer, you can use your local post to return your item(s). Please, bear in mind that you will have to pay the return shipping costs.

4. How does the refund and replacement process work?

If you have received your order and need to return it, please refer to the return instructions included with your shipment. Once we receive your returned item, we will process a refund or an exchange as requested. You can return any unwanted items for a refund once you have received your order.

5. Which shipping options are available and what are the shipping fees?

We offer Standard delivery services. From the moment the order leaves our warehouse, we deliver in 4-6 business days. All orders are processed Monday through Friday, excluding weekends and holidays. Ethaca cannot be held responsible for unanticipated delivery delays beyond our control.

6a. UK/Ireland/Greece delivery information

Shipping is free for all orders above £65.00. If your order is less than this, a shipping charge of £3.99 will be added to your order. A signature may be required on receipt. If you are not available to take delivery of your parcel, the carrier will leave a delivery card advising if your parcel has been delivered to a safe location, left with a neighbour, or how to arrange collection.

6b. Rest of Europe delivery information

Shipping is free for all orders above £65.00. If your order is less than this, a shipping charge of £5.99 will be added to your order. Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it. If you’re not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

7. How does the furniture order work?

If you want to purchase a furniture, click order and then fill the form. For more information, check our furniture pre-order form.

ORDERING

1. What do I do if my order includes a faulty item?

First of all, don’t worry! We can easily sort out such issues for you.

As soon as you see a fault, please contact us at info@ethaca.com with:

a. The order number

b. The faulty item’s name

c. A photo of the faulty product accompanied by a description of the fault.

We will then review your claim with our team and get back to you as soon as we can, sending you a replacement item.

2. Can I cancel or modify my order?

If, for any reason, you have changed your mind and you want to cancel or modify your order, please send an email to info@ethaca.com as soon as possible. We make every effort to take care customer requests. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.

3. Information about EU withdrawal/cancellation rights

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise that consumers have 14 calendar days to cancel the contract for their order. After the cancellation, a full refund is issued. Please, note that the 14 calendar days start from the day after you receive your order.

If you have already received your order, you will need to return to us the items from your order that you wish to cancel. The items you return must be unworn and in their original condition, having the original tags on them and will be reviewed once we have received them.  The items must be returned to us in the same packaging in which they were delivered to you. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you.

4. What do I do if my order hasn’t been delivered yet?

Your estimated delivery date is in your Order Confirmation email. Please, allow until this date for your order to arrive. It’s always worth checking with your neighbours as they might have accepted your delivery.

5. Why isn’t my order being accepted?

First of all, don’t get panicky! Make sure that the address you are entering in the “Billing” field is the address that is registered with your bank and the address where you receive your bank statement. If the system still doesn’t accept your order, please contact your bank and then contact our Customer Care team who will be more than happy to assist you.

6. My order has been declined. Do I need to place a new order?

If you have received an email from us informing you that your order has been cancelled, then yes, please, do re-place a new order online, otherwise please contact us via our Customer Care team.

7. How does the refund and replacement process work?

If you have received your order and need to return it, please refer to the return instructions included with your shipment. Once we receive your returned item, we will process a refund or an exchange as requested. You can return any unwanted items for a refund once you have received your order.

PAYMENT

1. Which payment methods do you accept?

We currently accept the following types of payment:
Visa

Mastercard

American Express
Please, note that your billing address must match the address on your credit card statement.

2. How can I pay for my order?

You can use any of the payment types listed above to pay for your order. Your details are safe with us. All credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

To add your card details, just login to your account. From there, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods.

If you don’t want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you’ll be asked to enter them when you click ‘Pay Now’.

3. When will my credit card be charged?

The transaction will be charged to your credit card after we have verified your card details and received credit authorisation. You will then receive an email confirming that your order has been successful. If however, your card is not authorised, payment will not be taken, and we will email to let you know your bank or card issuer wouldn’t authorise the payment. Please, bear in mind that even if a payment isn’t authorised, it may look like Ethaca has still taken the money as some card issuers may still reserve the money for a short period of time.

4. Can I use multiple methods of payment?

We currently only accept one form of payment per order.

5. Is VAT included in the final price and how do I claim VAT back?

All prices include VAT. At this time we are unable to provide a tax-back service for any of our customers.

PRODUCT INFORMATION

1. Which Ethaca products are available for purchase on Ethaca.com?

Ethaca’s products available for purchase include apparel, towels and blankets and furniture. The products on our website are subject to availability.

2. Is there an Ethaca store?

At the moment, Ethaca does not have a physical location.

3. Can I find Ethaca products in a shop?

Customers can purchase our products only via our online store.

4. Which items can be pre-ordered?

All our furniture can be pre-ordered.

5. What do I do if an item I want is out of stock?

For any enquiry regarding items that are out of stock, please contact us at info@ethaca.com.

6. Where can I find your size guide and care instructions?

There are size guides and care instructions available on our product pages. Just click on the ‘Size Chart’ and ‘Care and details’ buttons on each product page.

7. Can you give me more information about your products?

We are more than happy to give you as much information as we can about our products, and so we always make sure we include:

A detailed description

Pictures

Size guide

Care instructions

8. How do you ensure the quality of your products?

Ethaca ensures that its suppliers have high standards by keeping close contact with all of them and through site visits. We collaborate with suppliers who are OEKO-TEX certified and who maintain high ethical standards. Ethaca uses only the best and environmentally-friendly materials and the sharpest designs. A meticulous care for detail and a passion for research allow Ethaca to constantly develop product quality. The life span of the products depends on the care and handling, so please, make sure you read and take into due consideration the care instructions we provide for each product.

SHIPPING & DELIVERY

1. Which shipping options are available and what are the shipping costs?

We offer Standard delivery services. From the moment the order leaves our warehouse, we deliver in 4-6 business days. All orders are processed Monday through Friday, excluding weekends and holidays. Ethaca cannot be held responsible for unanticipated delivery delays beyond our control.

UK/Ireland/Greece delivery information

Shipping is free for all orders above £65.00. If your order is less than this, a shipping charge of £3.99 will be added to your order. A signature may be required on receipt. If you are not available to take delivery of your parcel, the carrier will leave a delivery card advising if your parcel has been delivered to a safe location, left with a neighbour, or how to arrange collection.

Rest of Europe delivery information

Shipping is free for all orders above £65.00. If your order is less than this, a shipping charge of £5.99 will be added to your order. Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it. If you’re not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

2. Where does Ethaca.com ship?

We currently ship to Europe.

3. Can I ship to multiple addresses?

At this time, we can only ship to one address per order. To ship to multiple addresses, please, place a separate order for each location.

4. Can I track the delivery of my order?

If your order has been sent to you using a trackable service, yes, you can follow its journey to you. You will receive a shipping confirmation email from our warehouse once your order is on its way.

5. When can I expect delivery of my order?

To estimate the total delivery time for immediately available items, please allow up to two business days from your order date to process your order for shipment, in addition to the time required for delivery.

To estimate the total delivery time for pre-ordered items, please refer to your order confirmation email for your estimated shipping dates. Please, be aware that the dates provided are only estimates and that your items may arrive sooner or later than anticipated. For furniture, the estimated time is longer and so we will email you when we process your order.

6. Why does it take longer to deliver furniture than the rest of the products?

‘Pre-ordered’ products will take longer to deliver as they are produced especially for you! We have a legal obligation to deliver to you within 30 days of your purchase unless you agree otherwise. Our delivery partner will be in touch with you within two working days of dispatch. They will propose a delivery date and time frame and you can let them know if it is not convenient and reschedule. Our delivery partner can only deliver items up to the second floor which are 75KG or less if no lift is available. Please, remember that it is your responsibility to check that the items will fit through doors and staircases in their packaging before you place your order.

RETURNS, EXCHANGES & REFUNDS

1. What is your return policy?

You have the right to return all products you have bought from Ethaca.com for a full refund or exchange within 14 calendar days of the date of delivery. Ethaca will refund the purchase price of merchandise returned in its original condition and only if accompanied by the original invoice, original Ethaca packaging and with the hang tags intact and attached to the item. Merchandise that has been worn, used, altered or damaged will not be accepted. Ethaca reserves the right to refuse return of any merchandise that does not meet the above return requirements at Ethaca’s sole discretion. When you return or exchange any product, you must cover the shipping charges. Please, note that you will not be reimbursed for the original shipping charges. When returning products, please, ensure you fill in and return to us the Return Form enclosed within your order.

2. How do I return an item?

Easy-to-follow return instructions are included with each shipment. Please, make sure you request adequate insurance to cover the purchase price of the shipment. Ethaca will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled or damaged.

3. How long does it take for a refund to be issued?

Every effort will be made to ensure a prompt refund. Returns to Ethaca.com are processed within seven business days of receipt of the notification of the client’s cancellation of the order. A confirmation email will be sent once your return has been processed and your account has been credited. Refunds will be automatically issued to the payment method you used to place your original order. This may take from five working days to two weeks, depending on your payment method issuer.

YOUR ETHACA ACCOUNT

1. What are the benefits of creating an Ethaca account?

Creating an Ethaca account allows you to:

  • Store multiple shipping and billing addresses to expedite your checkout
  • Easily access your current order details and history
  • 2. How do I close my account with Ethaca?

    If you want to deactivate your Ethaca account, please, get in touch with our Customer Care team. You will need to confirm the following:

    1. Your full name
    2. Your date of birth
    3. Your billing address
    4. Your registered email address

    Once you have confirmed this information, we will proceed to deactivating your account and send you an email to confirm your account has been closed.

    3. How do I unsubscribe from your emails/newsletters?

    If you no longer wish to subscribe to Ethaca newsletters, you can unsubscribe simply by clicking on the unsubscribe link in one of our newsletters.

    GIFTS & PACKAGING

    1. How do I send a gift?

    During your online checkout, you will have the option to include a personalised gift message and exclude the price from the order invoice.

    2. Can I get my purchase gift-wrapped?

    At Ethaca, all orders come with complimentary gift wrap in our signature ”5 senses”® packaging, elegantly tied with black and gold silk ribbons.

    3. Can I send a gift voucher?

    Certainly you can! Gift vouchers can be such a convenient present for anyone. Simply choose the value, add your personal message and select when you would like it to arrive.

    EDUCATIONAL ARTICLES

    1. Where are the sources from?

    Ethaca’s ”Penelope’s Loom” is the name of our article archive that includes only scholarly, research-based information, which is taken from sources such as scientific publications, government reports and reviews of research.

    2. Can we consult you?

    Ethaca offers free of charge one-to-one consultation to guide and support parents towards nurturing their children’s character development. This might be advice on how to use ethaca’s products to build good character. Or it might be that you need further information on a topic posted on our blog. Whatever the case might be, don’t hesitate to contact us.

    SUSTAINABILITY

    1. What do you mean by sustainable products?

    Sustainable products are those products that use resources and methods that protect the environment over their whole life cycle, from the extraction of raw materials until the final disposal and thus do not contribute to pollution and toxicity in any form. Sustainable products also provide social and economic benefits while protecting public health.

    2. Are there any certifications?

    Ethaca is committed to collaborating with manufacturers who have at least one or more of the following certifications:

    1. Global Organic Textile Standards

    The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain. For more information visit: http://www.global-standard.org

     

    1. Soil Association Organic Certified

    The Soil Association Organic certifies organic textile businesses to the GOTS standard following the EU organic regulations. For more information visit: https://www.soilassociation.org

     

    1. Fair Wear Certified

    The Fair Wear Foundation (FWF) is an independent non-profit organisation that works with companies and factories to improve labour conditions for garment workers.  For more information visit: http://www.fairwear.org

     

    1. Earth Positive Certified

    Organic and ethical standards are the starting point in the Earth Positive supply chain that eliminates the emissions of green-house gases as much as is presently possible, through ‘low emission’ organic farming and by achieving Carbon Neutral status in the manufacturing stage. For more information visit: http://www.earthpositive.se/organic.html

    1. OEKO-TEX

    OEKO-TEX Standard 100 is an independent testing and certification system for all types of textiles tested for harmful substances; from threads and fabrics to the ready-to-use items in the shops. For more information visit: https://www.oeko-tex.com/en/manufacturers/manufacturers.xhtml

    3. Why are they better to wear or use?

    The quality of clothing produced from organic cotton is substantially higher. Organic cotton plants produce longer-stable cotton fibers which yield stronger yarn and more durable fabrics. Pesticide-free long-stable cotton also feels softer and more breathable against the skin. Moreover, more and more people are experiencing health problems, such as rashes, allergies and respiratory problems due to hazardous chemicals used in textile manufacture; organic cotton can take these problems away. Wearing organic fabrics has a major positive impact on our health and the health of our planet.

    MANUFACTURERS

    1. Where are the clothes made?

    Our T-shirts are manufactured in India.

    Embroidery, screen and digital printing is done in the UK.

    Cutting and sewing is done in the UK and Greece.

    2. Where are the towels and blankets made?

    We collaborate with a range of manufactures across Europe to ensure the best quality of our products. Our towels are made in Slovenia. Our blankets are made and printed in the UK and sewn in Greece.

    3. Where is the furniture made?

    All our furniture is manufactured in Greece.


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