Returns, Refunds & Lost Shipment Policy

Thank you for shopping with HotelEtail.

If you are not entirely satisfied with your purchase, we're here to help.

Our products can be returned within 15 days of the original purchase of the product. A new product may be exchanged for another product or returned for a refund.

To be eligible for a return, please make sure that:

  • The product was purchased in the last 15 days

  • The product is in its original packaging

  • The product isn't used or damaged

  • You have the receipt or proof of purchase

  • You obtained a Return Merchandise Number (RMN) from us

Products that do not meet these criteria will not be considered for return.

To obtain a Return Merchandise Number (RMN), contact us:

  • By email:

Send the product with its original packing and the receipt or proof of purchase and the RMN number, along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund, to:

UK Purchase: The Courtyard, Plantation Road, Leighton Buzzard, Beds, LU73JE

EU Purchases: Vaimo (HotelEtail), Rosenlundsgatan 40, 118 53, Stockholm, Sweden

Shipping charges

Shipping charges incurred in connection with the return of a product are non-refundable.

You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to and from HotelEtail.

Damaged items

If you received a damaged product, please notify us immediately for assistance.

Sale items

Sale items can be refunded.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By email:


If you have not received your order in the post then please complete the form below so that our customer service team can urgently investigate your lost shipment. Our shipments are usually tracked, therefore we normally manage to locate them in the end. 

Name *

After you have submitted the above, our customer service team will be in touch to discuss the next steps. This will include an investigation into locating the products via various steps which could take time. We will attempted to resolve the issue as soon as possible.

If you have any further questions please email us here