Do you need to change the product you ordered? Change your shipping address? Or cancel your order?

Do you need to change the product you ordered? Change your shipping address? Or cancel your order? &#xA0; Within one hour of purchase:- If you want to make changes to your order within one hour of purchase, please log into your customer account. Please note, any edits will cancel the order and you will be brought back to the checkout. After one hour of purchase:- Once the order has been paid for and confirmation is received we cannot guarantee changes can be made.- Please send us a chat message or an email at <a href="mailto:nest@ekster.com">nest@ekster.com</a> with the subject line URGENT and we&apos;ll see what we can do.&#xA0;- If an address is entered incorrectly at the checkout, we do not take responsibility for this and will be unable to send out a replacement order. &#xA0;We suggest getting in touch with your local carrier again to see if anything can be done to re-direct the order back to you.&#xA0; - We are unable to cancel any orders after they have been processed by our warehouse. To receive a refund, you will have to go through the regular returns process. Need to return your order? Consult our article <a href="https://ekster.gorgias.help/en-US/how-do-i-make-a-return-213239" rel="noopener noreferrer" target="_blank">How do I make a return?</a>

How do I cancel or change my order?

In the event you have received an incorrect item or your order is missing an item, please contact us through our Contact Form.

<div data-block="true" data-editor="489jb" data-offset-key="a52c3-0-0">These things can happen, and we&apos;re sorry about that!&#xA0; In the event you have received an incorrect item or your order is missing an item, please contact us through our <a href="https://ekster.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Contact Form</a> and provide the following:</div><ul><li>Your order number</li><li>Which item is incorrect or missing</li><li>Confirm the state of the package you received</li><li>Send us a photo:<ul><li>If you received an incorrect item - please send a photo of the item you received as well as a picture of the label at the back of the black box packaging</li><li>If you are missing an item - please send a photo of how the order arrived with the original packaging</li></ul></li></ul> We&apos;ll do our best to send out a replacement right away!We work hard to ensure that our shipments avoid this kind of issue and we appreciate your patience whilst we get it fixed for you as soon as possible.&#xA0;*In the event of a missing or lost delivery, you must contact us within 7 business days of the delivery date.&#xA0;&#xA0;Please note, if it is a limited edition product we can&apos;t promise a replacement right away.&#xA0;&#xA0;

I received the wrong item, what should I do?

You can keep track of your orders by making an account on our website. Simply sign up with the email address used to place your order and create a password.

You can keep track of your orders by&#xA0;<a href="https://ekster.com/account/login?return_url=%2Faccount" rel="noopener noreferrer" target="_blank">making an account</a> on our website.&#xA0; Simply sign up with the email address used to place your order and create a password.

Where can I view my order history?

In the event that your order is missing an item - please contact us through our Contact Form.

<div data-block="true" data-editor="489jb" data-offset-key="a52c3-0-0">These things can happen, and we&apos;re sorry about that!&#xA0;</div>In the event that your order is missing an item - please contact us through our <a href="https://ekster.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Contact Form</a>&#xA0;and provide the following:<ul><li style="font-size: 18px;">Your order number</li><li style="font-size: 18px;">Which item is missing</li><li style="font-size: 18px;">Send us a photo of how the order arrived with the original packaging</li></ul>We&apos;ll do our best to send out a replacement right away!We work hard to ensure that our shipments avoid this kind of issue and we appreciate your patience whilst we get it fixed for you as soon as possible.&#xA0;*In the event of a missing or lost delivery, you must contact us within 7 business days of the delivery date.&#xA0;&#xA0;Please note, if it is a limited edition product we can&apos;t promise a replacement right away. &#xA0;

I'm missing an item, what should I do?

We're really sorry if you received a faulty item!. Please reach out to us via our Contact Form and include the following information:. If a defective item is reported within 14 days of receiving your order, we would be happy to offer you a refund. Af

We&apos;re really sorry if you received a faulty item!Please reach out to us via our <a href="https://ekster.gorgias.help/en-US/contact" rel="noopener noreferrer" style="box-sizing: inherit; background-color: transparent; color: rgb(118, 118, 118); text-decoration: none; cursor: pointer; transition: color 200ms linear 0s;" target="_blank">Contact Form</a> and include the following information:<ol><li>Your full name and address</li><li>Order number</li><li>A description of the issue</li><li>Images or a video where the defect / issue can be seen clearly</li><li>A photo of the serial number for the product<ul><li>&#xA0;This applies to wallets only and can be found on the inside of the cardholder</li><li><img src="https://uploads.gorgias.io/984vj29M4M2PKGOZ/Screenshot_2023-02-02_at_16.08.44-5953d36e-2bf2-4a3e-9a41-0285d921e266.png" style="width: 300px;" class="fr-fic fr-dib fr-fil">Parliament Wallet</li><li><img src="https://uploads.gorgias.io/984vj29M4M2PKGOZ/Screenshot_2023-02-02_at_16.08.56-4f661db9-22e0-4a58-baf7-03bcbb1caeb2.png" style="width: 300px;" class="fr-fic fr-dib fr-fil">Aluminum Cardholer</li></ul></li></ol>If a defective item is reported within 14 days of receiving your order, we would be happy to offer you a refund.&#xA0;After 14 days, we can only offer a replacement item, an exchange or store credit equivalent to the amount you paid.

I received a faulty item, what should I do?

What to do if you are concerned that your package is severely delayed or lost.

Once your order leaves our warehouse, we will send you an email with your tracking information. You will then be able to track the order as it makes its way to you. Please note that your tracking information will only be activated once your order has been handed to the carrier.Weather, public holidays, peak shipping seasons and incorrect delivery information can delay the shipment of your order. If you are concerned that your package is severely delayed or lost, and you are unable to resolve the issue with the carrier, please reach out to our support team via our <a href="https://ekster.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Contact Form</a>.&#xA0;*In the event of a missing or lost delivery, you must contact us within 7 business days of the delivery date.&#xA0;

I haven't received my order, what should I do?

Looking for support? Our team are on hand to answer any questions you may have.

Need help with your order or more information about our products? Fill out the form with your order number and contact details and our team will get back to you within 24 hours.

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Ekster | Customer Support

How to track your order? What to do if you are missing an item or received an incorrect or damaged item?

Orders

How long will it take to receive my order?

How much does shipping cost?

How do I track my order?

What payment options do you accept on your website?

Do I need to pay additional customs or duties on my order?

What carriers do you ship with?

Christmas Sale

Shipping and Delivery

What is Ekster's return policy?

How do I make a return?

Can I exchange an item for something else?

Do I have to pay for my return?

How soon will I get my refund?

What items are not eligible for return?

I didn't get a return label, what should I do?

Returns & Refunds

Engraving - FAQ Summary

How much does engraving cost?

How long will it take to receive my item?

What and where can I get engraved?

Can I choose a colour for the engraving?

I want to edit my order after it has been placed, how can I do this?

I can’t find the engraving option for the product I wish to order, how can I place my order?

I’m based outside of the US, how do I order an engraved item?

How can I return my engraved item?

My engraved item is damaged, how do I proceed?

I want to place a bulk order for engraved products, how can I do this?

Can I get engraving on a wallet I already own?

Wallet Engraving

What is Ekster's Warranty Policy?

How do I make a warranty claim?

Does the 24 month warranty cover purchases from third-party suppliers?

What is Ekster’s Limited Lifetime Warranty with ekster+?

I’m not a member of ekster+, but I require a spart part for my product?

Warranty

User Manual - Parliament Wallet

User Manual - Senate Cardholder

User Manual - Aluminum Cardholder

User Manual - Carbon Fiber Cardholder

User Manual - Modular Bifold

User Manual - Cardholder for Airtag

User Manual - Wallet for Airtag

How do I care for my wallet?

How does the cardholder work to keep my cards inside it?

Can I put paper or metal cards inside my cardholder?

Can I carry coins in my wallet?

I have my wallet, but where is my cardholder?

Can I carry my wallet in my back pocket?

What does RFID stand for, and what does it do?

Wallet and Cardholder FAQ's

Wallets & Cardholders

User Manual - Tracker Card

User Manual - Key Tracker

What is the battery life of the Tracker Card?

How do I track my wallet?

Is the Tracker Card waterproof and heatproof?

How does Crowd Locate work?

How do I reset my Tracker Card?

How do I unpair / remove my Tracker Card from my device?

Tracker Card Voice Activation

How to set up your Key Tracker

My Tracker Card isn't charging, what should I do?

How do I change the battery of my Key Tracker?

How to set up your Tracker Card

Tracker FAQ's

Trackers

User Manual - Grid Duffel Backpack

User Manual - Grid Backpack

User Manual - Camera Cube

User Manual - Tech Case

User Manual - Laptop Powerbank

User Manual - Weekender

User Manual - Laptop Sleeve

User Manual - iPhone 12 Case

Grid Backpack - FAQs

Grid Duffel Backpack - FAQs

Luggage & Cases

User Manual - Key Holder

User Manual - Key Case

Accessories

Products

What is ekster+?

How do I redeem my points?

How do I create an ekster+ account?

I'm not seeing points in My Account

ekster+ referral program

ekster+ Loyalty Program

How can I reach you by phone?

Press

Corporate Sales

How do I unsubscribe from email and SMS?

Vincero Discount Codes

Nift Gift Card

Other

Terms of Sale

Terms of Use

Limited Warranty

GDPR / CCPA

Pricing Terms

Legal

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