Popular Questions
How can I return my order?
If you’re not happy with your order, you have 15 days to send us back any items. To make a return, simply create a return label (check ”How do I get a return label?” for more details) for each delivery you received and pack the items you are returning. Make sure to cover up or remove the original delivery bar code on the box and add the right labels for the respective items and package.
Don’t forget to keep the return receipt from the courier until your refund has been processed.
We will process your return within 5 Business days and the total amount will be reimbursed to you through the same payment method that you used for the purchase. Please keep in mind that the time to refund may vary according to your payment method.
If you’re missing a return label for your marketplace item, please get in touch with us and we’ll quickly take care of getting one to you.
Important for beauty products: We can solely provide a refund for beauty products that remain unused and are in their original packaging for hygiene purposes. Additionally, all packaging materials, instructions, and accessories that may have been included with the product must be returned to us along with the item.
Return is done and not sure what happens next?
We will process your refund within 5 Business days and the total amount will be reimbursed to you through the same payment method that you used for the purchase. Please keep in mind that the time to refund might vary according to your payment method. We’ll send you a confirmation email once your return is processed.
What is your return policy?
- The return period is 15 days after you receive the product.
- You must send your returns from the country of your delivery address so that the customs procedures can be completed.
Underwear, swimwear, bikinis can be returned if these are:
- not opened
- not worn
- in the same condition you received them
- unused
If the returned products are identified as having been used, worn or washed, we may have to send them back to you. In this case there will be no refund.
When do I receive my refund?
- We will process your return within 5 business days and the total amount will be reimbursed to you through the same payment method that you used for the purchase. Please keep in mind that the time to refund might vary according to your payment method..
How can I track my order?
- You can go to “My Account” > “My Orders” on the home page and check the status of your order.
- After completing your order, you will receive the emails related your order status.
What do we do to protect your personal information and account at ethio.shop?
a. Cybersecurity program
The ethio.shop Cybersecurity program is designed to ensure the security and privacy of our customers’ personal information. Our staff follow our Cybersecurity Policies and Procedures to protect against unauthorized access to our computers, networks and communications.
b. Staff and software vendor screening
We screen our staff and software vendors before granting them access to our customers’ personal information. Staff screening includes background checks, reference checks, and checks of credit reports and criminal databases.
c. Staff training
At ethio.shop, we regularly train our staff on privacy, data protection and cybersecurity. We also ensure that our vendors maintain and are trained on effective cybersecurity programs.
d. Systems and equipment
ethio.shop information technology operations employ strict safeguards such as firewalls, data encryption, and secure systems.
e. Identity verification and Wallet money transfer policies
Before processing money transfer requests to ethio.shop Wallet, we always verify our customer’s identity and instructions by sending an SMS to their mobile phone.
What can you do to protect your ethio.shop account and data?
a. Be wary of suspicious messages and content. People with fraudulent intentions may try to trick you with emails, text messages, calls and websites.
- Avoid suspicious requests
- Avoid suspicious emails
- Avoid suspicious websites
b. Never share your passwords with anyone. ethio.shop never asks for your password in an email, message or phone call.
c. Do not respond to suspicious emails, text messages, instant messages, web pages or phone calls requesting your personal or financial information.
d. Do not click on links in emails, messages, web pages, or pop-ups from unsafe websites or senders.
e. Use different and strong passwords for different websites.
Based on what prices are your strikethrough discounts calculated?
Whenever you see a strikethrough discount applied to items on ethio.shop (there is a stricken through price and a discounted price), the stricken through price is the lowest price for which that product was available on our platform in the 30 days before the discount was applied.
Return & Refund
- You have 15 days to try on your new outfits. If you are not satisfied with your order, you can return items to ethio.shop easily and free of charge.
How much time do I have to return items?
You have a total of 15 calendar days after the delivery date to return items.
The return period is over, can I still return my items?
Unfortunately, we cannot accept returns after 15 calendar days.
The 15-day period starts on the day you receive your delivery.
Which items can I return?
You can return all items within 15 days:
The only exceptions are underwear, swimwear, and bikinis. They can only be returned if they are:
- not opened
- not washed
- not damaged
- are unused
- in the same condition in which you received it
In case the items are identifiable as worn or washed, we can’t refund them.
Important for beauty products: We can solely provide a refund for beauty products that remain unused and are in their original packaging for hygiene purposes. Additionally, all packaging materials, instructions, and accessories that may have been included with the product must be returned to us along with the item.
How can I return my order?
If you’re not happy with your order, you have 15 days to send us back any items. To make a return, simply create a return label (check ”How do I get a return label?” for more details) for each delivery you received and pack the items you are returning. Make sure to cover up or remove the original delivery bar code on the box and add the right labels for the respective items and package.
Don’t forget to keep the return receipt from the courier until your refund has been processed.
We will process your return within 5 Business days and the total amount will be reimbursed to you through the same payment method that you used for the purchase. Please keep in mind that the time to refund may vary according to your payment method.
If you’re missing a return label for your marketplace item, please get in touch with us and we’ll quickly take care of getting one to you.
Important for beauty products: We can solely provide a refund for beauty products that remain unused and are in their original packaging for hygiene purposes. Additionally, all packaging materials, instructions, and accessories that may have been included with the product must be returned to us along with the item.
Return is done and not sure what happens next?
We will process your refund within 5 Business days and the total amount will be reimbursed to you through the same payment method that you used for the purchase. Please keep in mind that the time to refund might vary according to your payment method. We’ll send you a confirmation email once your return is processed.
How can I get a return label?
- Log in to your ethio.shop account and go to My Orders.
- Select the delivery for which you would like to refund items.
- Select the item you would like to refund and click on the Easy refund button
- fill the reason, account holder name and account number of customer.
- Click Send Request Button.
- Once it is created, we send it to you via email and you can also access it in the order details of your orders.
How do I pack my returns?
Separate packages
- Items from the same order that were sent to you via different deliveries
- Items from different orders
When preparing your return package, please make sure to add the right labels for the respective items and package.
Same package
- Items from the same order and delivery
Can I return different orders in one package?
Unfortunately, you cannot return different orders or delivery in one package. Please check How do I pack my returns?
My original package is damaged, what should I do?
Don’t worry if your original package is damaged; you can use another package, a bag or anything that protects the product properly, and use the required labels.
In what cases do I need to pack my returns separately?
Items sent by ethio.shop
If items you would like to return are part of different orders and/or deliveries.
You may check How do I pack my returns? for more information.
What address should I send returns to?
The return shipping address is already printed on the return label.
If you need a return label please check How can I get a return label?
Should I write anything on the label or package?
No, you should not write anything on the label since all required information is included.
When do I receive my refund?
We will process your return within 5 business days and the total amount will be reimbursed to you through the same payment method that you used for the purchase. Please keep in mind that the time to refund might vary according to your payment method.
Shipping & Delivery
Which shipping company will deliver my order?
Your order will be shipped from Ethiopia via private shipping companies. It is not possible to choose a shipping company at this moment.
- Estimated delivery dates are provided on the “My Cart” and “Order Confirmation” pages.
- Please note that our couriers will not request any additional VAT or duty charges on delivery.
- Once your order is shipped, we’ll send a confirmation email with the link that allows you to check the status of your delivery online from the courier’s tracking portal.
When will my order arrive?
- Products are delivered within the date range specified on the “My Cart”, “Order Confirmation” and “Order Detail” pages. (Homepage > “My Account” > “My Orders” > “Order Detail”).
- Note: Ordered items may be delivered on different dates or in several parcels in order to deliver products to you faster.
- Once your order is shipped, we’ll send a confirmation email with the link that allows you to check the status of your delivery online from the courier’s tracking portal.
- You can also track the shipping status of your order from the link button “View ” on the “Order” page.
Are there delivery fees applicable?
Delivery is FREE of charge for registered customers.
For guest orders the delivery fee is 100 birr.
My order has been shipped. I want to change my address.
- If the order status is “completed or shipped”, it is unfortunately not possible for us to change the recipient name and/or delivery address.
Note: If the courier was unable to deliver your package to you (e.g. because you were out or the address was incorrect), the package will be returned to the ethio.shop warehouse and you will be refunded.
My order arrived when I was not at my address.
- We recommend that you track the shipping status of your package:
- from the link “Where is my shipment?” on the “Order Detail” page (Homepage > “My Account” > “My Orders” > “Order Detail”)
- from the tracking link sent via e-mail.
- If you are not able to be at the delivery address at the allocated time, it may be worth checking out the couriers’ app or website, as many of our couriers will allow you to add instructions for the driver, change delivery time or add a preferred safe place / neighbour where your package can be left.
- If your order status is showing as “Sent back” on the “Order Detail” page, you can wait for your package to come back to our warehouse and we will give you a refund when it arrives there.
What should I pay attention to during delivery?
Always check your order with the courier.
- If the package/product is damaged or the number of packages is incorrect:
- After signing the shipment delivery receipt, ask the courier to issue an “Assessment Report”.
- If you decide not to accept the shipment after checking the content and quantity, get a return code with the easy return option on the “Order detail” screen.
- Deliver the product/box with this record and invoice to the shipment officer and send it back to Trendyol.
Are deliveries made on public holidays?
- Shipping companies only deliver on business days.
What time will the product I bought be delivered?
- Between 9 am and 6 pm from Monday to Saturday, except on holidays.
Which countries do you deliver to?
- ethio.shop delivers to many African countries. Below are the countries we currently ship to. If you live in one of these countries, enjoy your shopping experience!
/* Ethiopia*/
Shipping & Delivery
How can I track my order?
We have three options to track the orders. These are:
- You can go to “My Account” > “My Orders” on the home page and check the status of your order by clicking View Button.
- After completing your order, you will receive the emails related your order status.
- To Track your orders please click here.
Can I have my order gift-wrapped?/ Can I add a gift note?
- Unfortunately, we are unable to add gift-wrap/notes to your orders.
Can I make changes to my order?
- Unfortunately, we cannot make changes to orders. If you ordered the wrong product or changed your mind, you can cancel the order as long as it has not been shipped.
You can check the status of your order on the “My Orders” tab in the “My Account” section on the main page.
- If your order status shows that “Your order has been received” or “Your order is being prepared”:
- You can cancel your order using the “Request Cancel” button on the “My Orders” page.
- If your order status is “Shipped or completed”, we cannot cancel or change your order. You can start the return process. For this, please follow the steps in “How can I return products?”
Can I change the size/number for the product I received?
- Unfortunately, due to the limited stock of the products sold, we do not have an exchange process.
- You can return your order and reorder your preferred size/quantity.
For the return process, please follow the return steps on “How Can I Return Products?”.
Can I place an order without signing up?
- Yes, you can place an order by entering your delivery address and payment details.
How can I cancel my order?
- If your order status shows that “Your order has been received” or “Your order is being prepared”:
1. You can cancel your order using the “Cancel order” button on the “My Orders” page.
- *You can go to “My Account” > “My Orders” on the home page to check your order status.
I want to cancel my shipped order.
- If the order status is “Shipped or completed”, it is unfortunately not possible for us to change the recipient name and/or delivery address.
My order was cancelled.
- If we cancelled your order, this is usually due to low stock levels or a warehouse error during packing. Sorry!
- If the items are still available on the website, you can try placing a new order.
- The reason for your order cancellation will have been sent to your registered e-mail address.
- Your refund will be made within 2-10 business days.
- If you have more questions, please submit your request by using the “Contact us” button.
My order was damaged when it arrived.
- We are very sorry if your item was delivered in a damaged or defective condition.
If your product was defective when delivered, please return it to us. We will try to resolve your issue as soon as possible.
If your package is damaged:
– You can return the product without accepting it.
– You can get an assessment report from the courier and send it to us.
– If you have already accepted the package, please approach us by using the “Contact us” button and we will try to resolve your issue as soon as possible.
* Refunds are completed within 2-10 business days.
How can I contact the seller?
- Please submit your request by using the “Contact us” button.
Payment
Do you offer a 'cash on delivery' payment option?
- There is a ‘cash on delivery’ payment option.
Can I pay by debit card?
- You can use any bank debit card for your orders.
- Refunds on purchases made with debit cards may take longer depending on your bank.
Which payment methods are available?
- We accept the following payment cards: Telebirr, Commercial bank, Abessenya Bank, Wegagen Bank.
My Account
I have forgotten my password, how can I reset it?
- To reset your password, you just need to click on “Forgot Password” when logging in.
- Enter the e-mail address you use for your ethio.shop account.
- You’ll receive an e-mail with a password reset link in it (please note: this email may take a couple of hours to reach you and could appear in your spam / junk folder).
- Click on the link in the e-mail and you will be prompted to enter a new password.
- You can then use your new password to log in to your ethio.shop account.
How can I change my password?
- You can create a new password after logging in to the site using the “My Account Detail” tab in the “My Account” section.
Can I change my e-mail address?
- Unfortunately, you cannot change your e-mail address for security reasons.
How do I create an account?
- Click the login icon at the top right-hand corner of the screen.
- Enter your e-mail address and create a password under the ‘Sign Up’ section. As stated in our Privacy Notice, we do not forward your personal data on to third parties.
- If you want, you can also register with your Facebook or Google account to log in quickly.
How can I change or add a delivery address?
You can modify your delivery and billing addresses or add new ones under “My Address Information” in your customer account.
How can I delete my user account?
- If you would like to delete your account, you can submit your request on My account page by selecting request or delete data.
Before deleting your account, we need to verify the following:
1. All of your payments and refunds are settled.
2. You have used your balance completely.
3. All of your orders have been successfully delivered.
Note: Remember to save all important order data (e.g. warranty information) before deleting your user account.
My Discount Coupons
How can I use the discount code?
Applying a code is optional and can be entered on the checkout page.
- Add the product to the basket.
- Navigate to the ‘Discount Code’ field right below the order summary.
- Type the code in this field and click on the ‘Add’ button.
*Maximum 1 discount code can be used per order.
If I cancel/return a product I purchased, will my discount voucher/code I used be re-added to my account?
- Discount codes are single use only.
Can I add my discount coupon to my order later?
- Unfortunately, we cannot add vouchers to orders that have already been placed. However, you may cancel your current order then place a new order using the voucher.
How can I view the discount voucher(s) assigned to my account?
- You can view your voucher details in the My Account > My Discount Vouchers tab.
Invoice and Warranty Certificate
How and when will my invoice be sent?
• Invoices are sent in the parcel along with your order.
• If you cannot find your invoice, please submit your request by using the “Contact us” button.
I want to make changes to my invoice details.
- Unfortunately, we cannot change your invoice details once your order is created.
I want the invoice to be issued on behalf of a company.
- Invoices for purchases from ethio.shop can only be issued for real entities.
Will my invoice or purchased items be visible from outside the package?
- Only the sender and recipient information is included on the outside of the package.
The products you have purchased and your invoice are not visible from outside the package.
Will my invoice be sent to me separately?
- Invoices are sent in the parcel along with your orders.
- If you cannot find your invoice, please submit your request by using the “Contact us” button.