ESF - Reward Shop

• Merchants ship all products as soon as possible, which means that we aren’t always able to make changes to an order once it has been placed.
• Please be advised that gift cards and raffle tickets cannot be canceled or returned once they’ve been purchased or ordered. Nor are they replaceable if lost, stolen, destroyed or expired.

• Generally, orders cannot be canceled once they've been placed with the Etihad Guest Reward Shop. However, please note that different merchants and products have their specific return policies, and terms & conditions, so it's always worth referring back to these, just in case.
• Merchant contact details can be found in the relevant "Merchant details" tab of each product.

• Make sure your order is eligible to be returned, and that you’re returning it within the required period as defined in the “Merchant details” and “Rules & restrictions” tabs of each product.
• If so, you can request a return by contacting the merchant. Merchant contact details can be found in the relevant "Merchant details" tab of each product.
• The merchant will then start processing your return.
• Once the request is processed, they will initiate a refund back into your Etihad Guest Reward Shop account in the form of miles and money (where applicable).
• There may be no return period for perishable or customized products, or gift cards and raffle tickets. Please refer to the “Merchant details” and “Rules & restrictions” tabs of each product for more details.

• Gift cards and raffle tickets cannot be canceled or returned once they've been purchased or ordered and are not replaceable if lost, stolen, destroyed, or have reached their expiry date.

• Due to the variety of rewards, the shipping policy and terms may differ from reward to reward. Please check the specific policies under "Merchant Details" for the respective partner and the "Rules & Restrictions" for each specific reward. Please note that the delivery of certain products may involve custom, VAT or other charges, depending upon the shipping destination and the custom authorities of the destination country. Members might have to pay these charges to receive the delivery.

• All fees are included in the price of the product and the price payable at checkout is final. However, please bear in mind that additional fees may apply when returning or replacing a product.

• Yes, you can. In this case, be sure to place separate orders to the relevant delivery addresses to avoid any mix-ups.

• You'll receive a notification email once they're ready for collection via the "My transactions" section of the “Your Profile” section of your Etihad Guest Reward Shop account or sent to you via email. If you still don’t see or have not received them, please reach out to the respective merchant.
• Merchant contact details can be found in the relevant "Merchant details" tab of each product.

• The validity of digital products and gift cards cannot be extended. Please make sure you check the relevant product description to ensure you don't miss the expiration date.

• Please follow all of the steps referenced in the "Product description" tab and on the gift card. Kindly check the expiration date before redeeming. In case you're still not able to use the gift card, please reach out to the respective merchant.
• Merchant contact details can be found in the relevant "Merchant details" tab of each product.

Raffle tickets will be stored under the “My Raffles” section of the “Your Profile” section of your Etihad Guest Reward Shop account.

• You should be at least 18 years old.
• You must be a resident of the country where the raffle draws are available.
• You should have available miles in your Etihad Guest account.

More details on our raffles and draw conditions can be found under the “Description” and “Rules & Restrictions” tabs for each raffle draw.

• We reach out to all our winners via email. All participants can find more information under the “My raffles” section of the “Your Profile” section of your Etihad Guest Reward Shop account.

• The confirmation and announcement of the winner might take some time, but we try to publish the details as soon as possible. Please check back again in a few days.

• Information regarding the winning ticket will be published in the “My raffles” section of the “Your Profile” section of your Etihad Guest Reward Shop account. Click the button “Claim now!” and you'll get the necessary information to claim your prize.

• Please reach out to the respective merchant for details.
• Merchant contact details can be found in the relevant "Merchant details" tab of each product.

Occasional issues with different payment cards can be experienced. Please contact your payment card issuer to check your card’s validity. The issue can also be related to your miles balance. If you do have enough miles, but cannot place the order, please contact us so we can offer further assistance.

Please reach out to the respective merchant. Merchant contact details can be found in the relevant "Merchant details" tab of each product.

The following reasons for non-delivery may apply:

• The address provided is incorrect.
• After multiple attempts, nobody was available to accept the delivery.
• The order was lost or damaged while in transit.

All undelivered orders are returned to the merchant who sent them, who will then proceed to issue a refund or reship the order, depending on your preference.

If a refund is processed, we ask you to re-order the product(s) if they are still available and you still wish to purchase them.

Please follow the instructions provided by merchants in the “Merchant details” tab, and in your delivery documentation. If the issue is still unresolved, please reach out to the respective merchant within 24 hours of accepting the package, attaching evidence (photographs) of the issue. Merchant contact details can be found in the relevant "Merchant details" tab of each product.

• Please contact the merchant’s chosen delivery company to arrange a new delivery time. You can find the name of the delivery company under order tracking details in the "My transactions" section of the “Your Profile” section of your Etihad Guest Reward Shop account.
• In most cases, the delivery company will also send you automated notifications about the expected delivery time and you'll be able to adjust it accordingly on the courier’s website.
• In other cases, please reach out to the respective merchant. Merchant contact details can be found in the relevant "Merchant details" tab of each product.

• Please reach out to the merchant and provide further information relating to these charges.
• Merchant contact details can be found in the relevant "Merchant details" tab of each product.

If the order is refunded, you will receive your refund on your payment card and to your Etihad Guest Reward Shop account within 2 weeks of the refund being confirmed.