Frequently asked questions

Shipping

  • Wrong adress, non received items and returns

    If the item is not received and sent back to us by the postal service company you will be charged the actual shipping fee.

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  • How long does it take for an order to be shipped?

    Our delivery times are communicated at the checkout through your order info. Please see the diagrams on the shipping page for the most recent delivery times. Please mind that delivery times may vary.

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Order process

  • VAT discount/deduct?

    Yes, outside EU shipping zones VAT will be deducted automatically.

     

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  • How long before I get the exchange?

    As a general rule, an exchange usually gets back to us in roughly the same amount of days as it is delivered when using UPS Standard. Processing the exchange usually takes 1-5 calendar days, after which the new product will be sent back to you. Bear in mind that all exchanges are shipped using UPS Standard. Once the parcel passes on to UPS, etq store can’t account for any delays in the delivery. For questions, it’s best you contact UPS directly and provide them with your tracking reference.

    It’s safe to say that an exchange will take 2x times as long as your initial delivery time, adding some extra days for your exchange to be handled and processed. If you have any questions regarding your exchange, contact us at service@etqstore.com or in the live chat.

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  • Do I pay for Tax and duties outside of the EU?

    Yes, the exact amount depends on the country and ordered goods. For more information you can contact your local customs office. Please note that etq store does not determine the taxes and import charges.

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  • What payment methods does etq store accept?

    We accept Ideal, Creditcard (Mastercard, Visa), Bitcoins, Paypal and Bankcontact/Mister Cash.

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  • How do I place an order?

    Place the products you want to purchase in the basket. To complete your purchase, proceed to the check-out. Once at the check-out page, fill in all the required information. Next, choose a payment method. Lastly, confirm your purchase by completing the payment in the payment service provider portal, after which a confirmation e-mail will follow.

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  • What is my order status?

    You can check on your order anytime. To do so:

    1) Log in to your account;

    2) Under Recent Orders, select your order;

    3) From here, you can view order details and track your order(s).

    You can also access your order info through your confirmation e-mail.

    Additionaly, you will also receive an e-mail with a tracking link.

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Delivery

  • How do I return or exchange?

    Please read our Returns Policy.

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  • Can I change the shipping address after the order has been placed?

    If the order hasn’t been shipped, this is still possible. Once the parcel has been picked-up by our forwarder there is nothing we can do. You can always send dan e-mail to service@etqstore.com or contact us via the live chat if there is a problem with your order, we will do our best to help you further.

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  • Do you ship to my country?

    We ship all orders with UPS. If UPS is active in your region we will be able to deliver your order. If you’re unsure if UPS operates in your region, you can always check with us at service@etqstore.com or through UPS.

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  • Who’s doing the delivery?

    We ship all orders with UPS. If you want to know which shipping options apply for your location please check our shipping page.

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  • How much does the delivery cost?

    For the cost of your shipping and your shipping option(s) please check the shipping diagrams on the shipping page.

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Account

  • Where is my order (has it been placed)?

    Once your order has been placed you will receive an e-mail with a confirmation. If you didn’t receive an e-mail within 1 working day, check your spam inbox our contact our customer service at service@etqstore.com. Once the order has been shipped you will receive a tracking link to follow your order.

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  • Can I change my order after the order has been placed?

    This depends on the circumstances. All orders placed before 17.00 will be handled within the same day. Except on weekend days. Once the parcel has been picked-up by our forwarder there is nothing we can do. You can always send an e-mail to service@etqstore.com or contact us via the live chat if there is a problem with your order, we will do our best to help you further.

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  • Do I need an account to place an order?

    In the check-out menu you can choose weather you’d like to make an account or not. Having an account makes it easier to follow-up on any completed orders as well as making any future orders more easy.

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  • I forgot my password

    In the event that you’ve forgotten your password you can request to reset your password. Just follow this link to do so.

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Can’t find the answer you are looking for? You can contact us via the live chat in the bottom right of the screen or by e-mail if we are not online.

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