Frequently Asked Questions
Here you will find the most frequently asked questions about your order, shipping, and returns answered quickly and easily. Even if you have concerns about warranty, payment or your account ,you will find information here.
Why do we take part on Black Friday?
Originally, Black Friday was a day when retailers wanted to create space in the warehouse. And that’s exactly what we want to do with our discounts. In addition, we want to give you the opportunity to purchase our top-selling products at a reduced price.
How can you offer such high discounts?
We still have various remaining stocks of items in our warehouses that will be discontinued. So to make room for our new items, we give higher discounts on certain products.
Why don't all products have the same discount?
We mainly want to create space in our warehouse during Strong Week. So we offer these remaining products with higher discounts. We can offer our top sellers with a discount for a short time.
Can I exchange or return all items?
You can exchange the following items you bought during Strong Week (from 26.11.21 to 03.12.21):
- Stretch Jeans EF-J2, all colors
- Stretch Chino Pants, all colors
- Parkour Pants EF-T2 light, both colors
- Light Shorts EF-L1 flow
- Basic EF T-Shirt, all colors
- Basic EF Crewneck, all colors
- Travel Bag
All other items are excluded from exchange or return.
You can record your return here.
How long does the shipping currently take?
Due to the very high order volume, shipping in Switzerland and Germany takes 5-7 working days. For worldwide shipping it takes longer due to distance and customs clearance.
Can I change or cancel my order?
Unfortunately, you cannot change your order. If you want to cancel the order you can contact us here or by e-mail email@example.com. We will support you with your request.
Can I add an item which I forgot to order?
No, unfortunately this is not possible. As soon as we receive your order, we will process it and make it ready for shipment. You are welcome to place an additional order.
I made a mistake when ordering, what now?
Contact us as soon as possible here or by e-mail firstname.lastname@example.org. We will support you with your request.
Can I have my package delivered to a packing station?
Yes, this is possible. How to enter the address correctly, you can find here: https://www.dhl.de/en/privatkunden/pakete-empfangen/an-einem-abholort-empfangen/packstation-empfang.html
Shipping & Delivery
Where will my package be shipped from?
Orders within Switzerland are packed and shipped in the heart of Bern.
All other packages we ship from the southwest of Germany.
How do you ship the packages?
Orders within Switzerland are shipped with the Swiss Post.
All other packages are shipped with DHL.
Are there any shipping costs for my order?
Shipping to Switzerland and Germany is free of charge.
Orders to other countries will incur shipping costs.
From 300€ the shipping is free of charge worldwide.
How long does the shipping take?
Delivery in Switzerland and Germany is within 2-4 working days.
For worldwide shipping, it takes longer due to distance and customs clearance.
Where is my order?
Contact us here or by e-mail email@example.com. Please include your order number. We will gladly send you a tracking link to your package.
My delivery does not match the delivery note.
Oh no, we made a mistake. We are very sorry. Contact us here or by mail firstname.lastname@example.org. We will find a solution together.
My item was delivered defective, what should I do?
Oh no, that is annoying and we are very sorry. Contact us here or by e-mail email@example.com. We will find a solution together.
My package arrived damaged, what should I do?
This is annoying. Check if your order is undamaged. If not, contact us here or by e-mail firstname.lastname@example.org. Please include your order number. We will surely find a solution.
Payment & Coupons
What payment methods does ETREFORT offer?
We offer the following payment methods:
Direct Bank Transfer
In Switzerland you also have the possibility to pay via Twint.
When will I receive my refund if I have returned items?
As soon as your return arrives at our warehouse, we will receive a notification. Processing takes 2-3 business days. We will then initiate the refund and you will receive your money back within 7 business days.
How can I redeem a coupon code?
After you have added the desired items to the shopping cart, you can enter your voucher code.
How can I pay with my gift voucher?
You can add all the items you want to the shopping cart. Then you can enter the code of your gift voucher.
What about the balance of my gift card?
You can use the remaining amount on your next order. Please note the expiration date.
My coupon code does not work.
Has it expired? Are you case sensitive? If it still doesn’t work, contact us here or by e-mail email@example.com. We will find out why it does not work.
Are my data safe?
Return & Refund
Can I change or cancel my order?
Unfortunately, you cannot change your order. If you want to cancel the order, you can contact us here or by e-mail firstname.lastname@example.org. We will support you with your request.
Where can I register my return?
Here you can register your return. You will receive all further information after entering your e-mail, order number and the items you want to return.
How do I return an item?
After registering your return shipment, you will receive all the details. Please note that we have a different return address for Switzerland and worldwide. Please enclose the delivery bill so that we can assign your return shipment.
Can I exchange an item from my order?
Unfortunately, we cannot automatically exchange one item with another. You can register the return here. In the store you can see if your desired item is still available and order directly.
Will the return shipment cost me anything?
Unfortunately, you have to bear the costs for the return shipment yourself.
How long is the return policy?
After receiving the goods, you have 30 days to return. Please understand that we cannot take back socks, beanies and caps for hygienic reasons. The product must be returned unworn/unused and in original packaging. You have to pay for the return shipping yourself.
Are there any items that I cannot return?
We cannot take back socks, beanies and caps for hygienic reasons.
How does the refund work in case of a return?
You will receive your refund on the payment method used at the time of purchase. After processing your return, you will get your money back within 7 business days.
I received an item that I did not order.
We are very sorry, we made a mistake. Contact us here or by e-mail email@example.com. We will find a solution together.
Manufacture & Quality
My product has a defect after a short time, how should I proceed?
We are very sorry about that. It does not correspond to our ETREFORT quality, but unfortunately it can always happen. Contact us here or by mail firstname.lastname@example.org. We will find a solution together.