Returns Policy
Returns
Apart from fabric face masks, all items (scarves and pocket squares) may be returned within 14 days following the date of delivery, subject to the following terms and conditions:
1. You must notify us of your intention of returning the item by sending an email to orders@eraora.com; we will supply you with the address where the item must be returned;
2. Items must be returned in their original condition, new, unused, unworn and with all the original tags still attached where appropriate;
3. Items must be returned in their original, undamaged packaging (“ERA ORA” packaging), with labels still attached where appropriate, as this is considered part of the product;
4. You must keep a proof of return shipment, as we will not accept responsibility for parcels lost in transit. ERA ORA Limited will not be responsible or liable if any item you wish to return is lost, misdirected or delivered late as you have to bear the risks of the shipping method that you choose.
Please note that we are unable to accept returns of merchandise that is not received in the above-specified conditions. In particular, we strictly do not accept any item with any indication that it was worn or used. In such cases the item will be returned to the purchaser. ERA ORA Limited has sole discretion in determining whether the products are in original condition when returned.
To ensure that your return adequately protected in transit, we recommend you send your items back in the original packaging provided.
If you prefer, you can contact us with any questions by sending an email to ask@eraorashop.com and we will respond to your queries within 3 business days.
Receiving a refund
Upon receiving a return, we will verify that the returned items satisfy the conditions of the return policy mentioned above. All returned items will be subject to our strict quality control procedures to ensure that the items satisfy the return policy terms and conditions.
If the returned items do not satisfy our quality control standards, ERA ORA will refuse the return and the items will be sent back to the customer.
If the returned items satisfy our quality control standards as per the conditions of the return policy, a full refund will be issued to the original purchaser's credit card. Please note that card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately we are unable to influence this procedure and time span.
Cancellations
Please follow the same procedure for returns. However if the product you return is faulty, incorrect or damaged in transit, we will refund you the cost of the return postage, as well as the goods and your original postage and packaging charge. (please keep a receipt for the return postage).
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at ask@eraorashop.com and we will provide you with the shipping address to send the damaged item to.
Changing shipping address after dispatch
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.