At Eigengrau, we have passion for beautiful creations and a strong affection for our clients. That is why we do hope you are enjoying your precious purchase.
However, if you are unhappy with your purchase and would like to return, or exchange, part or all of your order, please contact our Customer Care via email at info@eigengrauworld.com. One of our Customer Care representatives will be happy to help.
If you wish to return any item purchased on www.eigengrauworld.com, you have the right to do so within 14 days from the date of delivery and only if the items are in their original, unopened packaging, unused and with all authentic labels. If items returned are not in the described conditions, we may not accept your return. Promotional gifts and complimentary samples received with your purchase must also be returned.
Shipping charges: shipping charges are non-refundable unless a product is delivered damaged or faulty. We might charge a fee to arrange for a return of the item, unless it was delivered damaged or faulty.
Replacing damaged/faulty items: replacement products will be shipped for free, except if the customer requests expedited shipping.
Note that it is not possible to return items purchased on www.eigengrauworld.com to any of our owned and operated stores. Also, purchases made through a partner retail, such as an airport or department store, or their website are subjected to the partners’ terms and conditions and should not be returned directly to us.
FAULTY GOODS
We strive to keep an obsessive attention to detail. Therefore, if any item purchased on www.eigengrauworld.com is received broken or faulty, we will be glad to exchange it or refund it in full (including shipping costs and taxes, where applicable). Please, contact us via email at info@eigengrauworld.com or via Live Chat to handle the issue. In order to make the process smooth, please share with us your order number (you can find it in your confirmation email), a description of the issue and one or more pictures showing the issue. Our Customer Care agents might request more information to process the return and refund.
HYGIENE
For hygiene reasons, any toiletries which have been opened may not be returned, unless faulty. See the section “Faulty Goods” for information on how to return faulty items purchased on www.eigengrauworld.com.
EIGENGRAUWORLD RETURNS
Eigengrau products purchased in an Eigengrau owned and operated store may be returned for an exchange or a credit note. Product must be returned within 28 days from the date of delivery and only if the items are in their original, unopened packaging, unused and with all authentic labels and accompanied by a purchase receipt. If items returned are not in the described conditions, we may not accept your return. Promotional gifts received with your purchase must also be returned. A proof of purchase must be provided.
SALE ITEMS
Eigengrau products purchased as part of a sales or promotion cannot be returned nor exchanged, unless specified by the terms and conditions of the sale and/or promotion.
SPECIAL ORDERS
The right to return goods does not apply to special orders, goods made to your specification and/or orders for which you have requested personalization that does not make the goods re-sellable.
OUR DISCRETION
Eigengrau reserves the right to refuse to refund or exchange any product that does not meet the above requirements.