Return Policy
Returns & Exchanges
If you wish to make a return or an exchange, we recommend contacting us beforehand by email at info@eikenshop.com. Our team will send you the appropriate instructions to ensure a simple and quick process.
In accordance with European law, you have a statutory 14-day right of withdrawal from the delivery date. At Eiken Shop, we go further: we offer you a 30-day “satisfied or refunded” policy from the delivery date.
Returns requested after this 30-day period cannot be accepted. Any item sent beyond this period will be returned to the customer at their own expense.
Eligibility conditions
To be eligible for a return or an exchange, your item must:
- Be unused and in brand-new condition
- Be returned undamaged
- Be returned with its product tag attached
- Be returned in its original packaging (if applicable)
Returns without the product tag attached cannot be accepted.
The shipping box may have been opened or replaced: you are free to choose your own shipping parcel, as long as the product arrives intact and meets the conditions above.
How to make a return
To help us identify your order more quickly, please include in the parcel:
- A printed invoice, or
- A note clearly stating your order number
Returns sent “without prior contact” can be accepted if they meet the conditions above, but they may lead to an additional processing time of up to 1 to 2 weeks.
Return costs
For a return due to a change of mind, the return costs are borne by the customer. We strongly recommend using a tracked shipping service (and insurance if necessary).
If a parcel is refused, returned to sender, or left at a pickup point without being collected, a fee of €10 will be deducted from the refund.
We cannot guarantee that a returned parcel will be received: in the event of loss or damage during transit, no refund can be issued.
The item must be shipped to the address provided by our customer service team when you make your return request.
Refunds
Once your return has been received and inspected, we will inform you by email of the approval or rejection of your request. Approved refunds are processed within 3 to 5 business days.
To make tracking easier, please send us the tracking number of your return parcel.
In the event of a refund, we refund all payments received, including standard delivery costs. Any additional cost linked to a delivery method more expensive than standard delivery (e.g. express or courier services) is not refunded.
If the return is refused (conditions not met), the product may be returned at your expense or kept temporarily in our warehouse pending your instructions.
Exchanges
Exchanges are possible within the same time frame as returns. Exchanges are processed via a store credit, allowing you to choose the same item or another product.
If the new item is more expensive, the difference is to be paid by the customer. If it is cheaper, the difference will be refunded.
The shipping conditions for the new item (following an exchange) follow the same rules as for a standard order.
Damaged product or order error
If you receive a damaged item or an incorrect product, please contact us as soon as possible at info@eikenshop.com. In this case, we will arrange a free replacement and cover the return costs.
Late or missing refunds
If, one week after the refund notification, you have not received the amount, first check your bank account. Then contact your bank: depending on the institution, it may take several days to appear. If the refund still does not appear, write to us at info@eikenshop.com.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to the recipient, a store credit equal to the value of the returned item may be issued after the return has been received and validated.