Refund policy
Thank you for shopping with Ethereal. We want you to feel confident when ordering with us. If you are not satisfied with your purchase, we’re here to help.
Return Window
You may request a return within 30 days of receiving your order.
Eligibility
To be eligible for a return:
• Item must be unused, unwashed, and in original condition
• Packaging, tags, and accessories must be intact
• Returns are not accepted for change of mind (including dissatisfaction or preference)
• Clearance / Final Sale items are not eligible for return
Incorrect Selection (Wrong Variant Ordered)
We do not accept returns or issue refunds for incorrect selections made at checkout, including the wrong device model, size, colour, or design. Please confirm your device model and chosen variant before placing your order.
Non-Returnable Items
• Gift cards
• Items marked “Final Sale”
• Used, damaged, or altered items
Return Process
1. Contact us at info@etherealshop.org with your order number.
2. Our team will review your request and provide instructions.
3. Ship the item back to our return center.
4. Once received and inspected, your refund will be processed.
Return Shipping Costs
Customers are responsible for return shipping costs unless the product arrives damaged or incorrect.
Return Address
Ethereal Returns
57 Howarth St
Wyong NSW 2259
Australia
Refunds
Once your return is received and inspected:
• Refunds are issued back to the original payment method
• Processing time is typically 3–5 business days
• Any shipping fees (if applicable) are non-refundable
Damaged or Incorrect Items
If your product arrives damaged or you received the wrong item, please contact us within 30 days of delivery with photos. We will replace the item at no cost.
Shipping Issues & Undeliverable Parcels
We rely on the shipping address provided at checkout. Please make sure your details are accurate. If you spot a mistake, contact us as soon as possible. If your order has not been fulfilled yet, we will correct the address for free.
Incorrect Addresses and Unclaimed Parcels
If a parcel is delayed, returned, or marked undeliverable because the address was incorrect or incomplete, or because it was not collected from the carrier, the original order is not eligible for a refund. It is the customer's responsibility to monitor tracking updates and collect their parcel when a pickup or redelivery attempt is required.
If you would like your order resent, a resend fee of 20% of the order value plus a flat $5 AUD applies.
This section applies only where the delivery issue was caused by the address provided or by non-collection. It does not apply to parcels that are lost or damaged by the carrier.
Lost Parcels
If a parcel is confirmed as permanently lost after the carrier completes their investigation, we will offer a refund or free replacement.
Exchanges
Exchanges for sizing are available where stock permits. Customers are responsible for return shipping unless the product is defective.
Order Cancellations
Orders may be cancelled at any time before they have been fulfilled. Once your order has shipped, cancellation is no longer possible - please refer to our Returns policy instead.