Returns & Exchanges

Please find answers to your questions on Returns Policy & Procedure, and Changes & Cancellations. 



You can return any online order within fourteen (14) working days from receiving the goods. The goods must be in a saleable condition, unused and in the  original packaging. Any goods that have been used, will not be accepted and will be returned to the customer. Any discounted products, purchased during Black Friday are non-refundable.

Please note, personalised and bespoke orders cannot be cancelled, exchanged or refunded.

For further enquiries, please contact Client Services:

Tel: +44(0)20 8877 1616
Ettinger Client Services
215 Putney Bridge Road
Putney, London
SW15 2NY             


We are unable to cancel orders once they have been shipped, therefore if you need to cancel your order we would advise you to contact us immediately after the order has been placed.

For any changes to the order, you must contact us immediately after the order has been placed and we will discuss the options available to you.


Before sending the items back to us, you must wait for us to send you a confirmation of return, which will give you further instructions to help you send the goods back to us.

Please note that, under the Consumer Contracts Regulations, you are responsible for the full cost of returning any unwanted goods, unless the goods are faulty, in which case we will agree with you on the best way to return the goods.

Moreover, you have a statutory duty to take reasonable care of the goods you wish to return. You can therefore be held responsible for any damage occurring after you have received the goods, including during the return transport. It is therefore advisable to take on any extra insurance to cover the goods in transit, as well as to keep proof of dispatch.

Please make sure you return the goods unused and undamaged, with the original gift box (as this will contribute to better protection of the items in transit). Should you return faulty items, please mention faults accordingly in the accompanying documents.

Once we have received your returned goods, you are entitled to a full product refund, provided the goods are returned in perfect condition. We will endeavour to reimburse your returned goods within fourteen (14) working days of receiving the returned goods.

Should we receive returned goods without prior notice or beyond the time limits stated above, we reserve the right to refuse the goods. 

This does not affect your statutory rights.