Refund policy

Returns & Exchanges

We hope you love everything you order from Ethos. Every piece in our collection has been carefully chosen for its quality, craftsmanship and story.

Many of our products are handmade or crafted in small batches, which means there may be slight variations in colour, texture or finish. These natural variations are part of the character of handmade products and are not necessarily considered faults.

If your purchase isn't quite right, you can let us know that you wish to return it within 14 days of receiving your order. You then have a further 14 days to return the item to us.

For change-of-mind returns, please take reasonable care of the item while it is in your possession. We ask that items are returned unused, with their original tags attached and in their original packaging where possible.

Unless an item is faulty, incorrect or not as described, the cost of returning it to us is the responsibility of the customer.

Original Delivery Charges

If you cancel and return your entire order within the statutory cancellation period, we will refund the cost of our standard UK delivery alongside the cost of the goods.

If you return only part of your order, the original delivery charge will not normally be refunded.

If you chose a more expensive delivery service, such as express delivery, we are only required to refund an amount equivalent to our standard delivery charge when your entire order is cancelled.

This does not affect your rights where an item is faulty, incorrect or not as described.

Items Excluded from Change-of-Mind Returns

Certain products may be excluded from change-of-mind returns where an exception under consumer law applies. This includes sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

This may apply to certain items such as underwear or earrings where they have been supplied sealed for hygiene reasons and that seal has been broken.

Your statutory rights are not affected where an item is faulty, damaged or not as described.

Cancelling Your Order

Under UK consumer law, you generally have the right to cancel an online order without giving a reason.

You can tell us that you wish to cancel at any point after placing your order and up to 14 days after receiving your goods. Once you have notified us, you then have a further 14 days to return the goods.

To cancel your order, email shop@ethostrading.co.uk with your order details and let us know that you wish to cancel.

If your order has not yet been dispatched, please contact us as soon as possible and we'll do our best to stop it before it leaves us.

How to Return an Item

Email us at shop@ethostrading.co.uk and we'll provide our return address and any information you need to make your return.

When returning your parcel, we strongly recommend obtaining proof of postage and keeping it until your refund has been completed.

Unless we've sent the wrong item or your item is faulty or not as described, return postage costs are the responsibility of the customer.

Faulty, Damaged or Incorrect Items

We're very sorry if something isn't right.

If you've received an incorrect item, or your item is faulty, damaged or not as described, please contact us at shop@ethostrading.co.uk as soon as possible and we'll work with you to resolve the issue.

Your rights in relation to faulty, damaged or incorrectly described goods are protected by UK consumer law and are separate from our change-of-mind returns policy. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

Where goods are faulty, incorrect or not as described, we will also cover reasonable return costs where required.

Nothing in this policy limits your statutory rights.

Refunds

Once we've received your return, we'll let you know that it has arrived.

Where you exercise your statutory right to cancel, we will issue your refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

For a full cancellation, this will include the cost of our standard delivery service as described above.

Refunds will be made to your original payment method unless otherwise agreed. We do not charge a fee for issuing your refund, although your bank or card provider may take additional time to process it.