Refund policy
We want every Etrée piece to feel right. If something doesn’t, write to us and we’ll make it right.
In short: you have 14 days from the day your order arrives to request an exchange or a refund. Items must be unworn and in their original condition, with tags attached. Email orders@byetree.co and we’ll arrange collection.
How to request
Email orders@byetree.co within 14 days of receiving your order, including:
- Your order number
- The item(s) concerned
- Whether you’d like an exchange or a refund
- For an exchange, the size or color you’d like instead
- Photos, if the item arrived damaged or incorrect
Please wait for our confirmation before sending anything back. Items returned without a confirmed request can’t be accepted.
Eligibility
- Requested within 14 days of receiving your order
- Unworn, unwashed, unaltered, and free of marks, scent, or damage
- Original Etrée tags still attached, with the original packaging
- One request per order — an exchange, a refund, or both, submitted together
Items that don’t meet these conditions will be returned to you.
Exchanges
Exchanges are for a different size or colour of the same piece, subject to availability. We don’t reserve stock while a request is being processed. If the piece you’d like isn’t available, we’ll issue a refund instead.
Refunds
Once we’ve collected and inspected the piece, we’ll confirm whether the refund is approved and arrange it with you directly.
Original delivery fees are not refunded.
Damaged, faulty, or incorrect items
If a piece arrives damaged, faulty, or isn’t what you ordered, email orders@byetree.co with photos within 48 hours of delivery. We’ll exchange or refund it in full.
Any questions — orders@byetree.co