Our products are custom created and carefully printed especially for you. Please read the product descriptions carefully and double check your size and color selections and shipping address before you submit your order. We start production of your order as soon as we receive your confirmation. Therefore, no cancellations or changes are allowed after submission. However, your satisfaction is important to us, so we have instituted the following return policy.
You must Submit a Ticket for all questions, claims, and requests pertaining to this policy No replacements, refunds or store credits will be issued for refused or unclaimed shipments returned to sender, or for any products returned to our facility that has not been assigned a valid authorization number by an Eratage support agent.
Reasons for Returns
Misprinted/Damaged/Defective/Incorrect Item Sent
All claims for misprinted, damaged, defective or incorrect items must be submitted within 15 days of receipt (date will be based upon the courier’s delivery date.) Photos of the product(s) and shipping container will be required. For faster resolution of your claim, please be prepared to upload the photos when you submit your ticket. Claims deemed an error on our part will be replaced at our expense.
Exchanges & Refunds
Products created for special orders are printed with custom designs or personalization in accordance with the customer’s exact specifications are not eligible for exchange or refund.
If you ordered the wrong size, want a different color or a different product, you may submit a request to exchange the product(s) within 30 days of purchase. Providing your returned item(s) meet the qualifications (see list below) a Store Credit for the purchase price and sales taxes (if applicable will be issued to your account. Simply apply the credit when you order the item you want. Refunds will be limited to the purchase price (and sales taxes if applicable) you paid for the product(s) less a 15% restocking fee. Refunds will be credited back to the original payment method—no exceptions. Shipping fees are non-refundable.
Due to potential customs fees customers outside the US may be required to pay, no re-stocking fees will be charged for refunds to residents of the US Territories, US Outlying Islands and US Virgin Islands.
In order to qualify for a refund or exchange the product(s) you return;
- Must be in new condition—unused, unworn, unwashed, and undamaged.
- Must be in the original package
- Must have all labels and/or original tags attached–Women’s swimwear must also have the hygienic liner intact.
- Must include a copy of your receipt with the authorization number provided by our support agent written on an unprinted area.
- Must be returned to the address provided by our support agent.
You will be responsible for any shipping costs incurred when returning your item(s). We don’t accept COD shipments. We don’t guarantee that we will receive your returned item. You should use a trackable shipping service or purchase shipping insurance.
No refunds or store credits will be issued for used, worn, washed, or damaged products. (See the section above for claim requirements for damaged items). If you return products in this condition, we shall not be held responsible for the expense of returning them to you.
By returning a product, you agree to submit payment in advance for shipping costs to have the product(s) shipped back to you within 30 days of denial of your request for a refund or exchange. You further agree that by failing to do so you relinquish all rights of ownership of the products to Eratage for disposal by whatever method we deem appropriate.
Shipments Returned to Sender
Shipments are most often returned due to an undeliverable or incorrect address. Other instances include the package being unclaimed at customs or refused/returned by the recipient. Once the order arrives back at our facility, you will be contacted at the phone number and/or email address you provided in your customer account.
Naturally, if we made an error on the shipping label, we will cover the costs of reshipment. However, if the address you provided is incorrect, or considered insufficient for delivery by the courier, you will be responsible for the payment of the reshipment costs. The reshipment cost will be calculated once we have confirmed an updated address with you, and payment must be submitted prior to reshipment. Should you decide to cancel the order, we will refund the product price (and sales tax if applicable) for non-personalized items by issuing a credit to your original payment method.
Unclaimed or Refused Shipments Returned to Sender
Should your shipment be returned to our facility, we will attempt to contact you via the phone number and/or the email you provided for your account.
You Must Submit a Ticket in order to:
- Request a Refund – We will refund the purchase price less a 15% restocking fee (and sales tax if applicable) for non-personalized products. Personalized products and shipping charges are non-refundable.
- Have the Product(s) Reshipped to You— You will be required to submit payment in advance for all shipping costs for the reshipment. We do not ship items COD.
No refunds or store credits will be issued for returned goods, or unclaimed or refused shipments returned to sender that has not been assigned a valid authorization number by our support agent.
Shipments outside of the USA may incur customs fees depending on the destination. The fee may vary depending on your order value, country limits, and other factors based on the product itself. You will be responsible for paying any fees due to the appropriate customs agency when you receive your order, therefore, you will also be responsible for obtaining any reimbursement for the fees that may be due from the customs agency. Eratage shall not be responsible for the payment or refund of your custom fees.