FAQ

How do I reach you?

Email us anytime at support@eva-us.com, or send a note through our contact form.

We go through messages in the order they come in, and we aim to get back to you within 24 hours (Mon–Fri).

When will my order get to me?

Here's the honest breakdown:

  • Processing: We start on your order the day it comes in and typically have it ready in 1–2 business days. Order after our 12:00 PM Eastern Time (ET) cutoff, or over a weekend or holiday, and we'll pick it up the next business day.
  • Transit: Once it's handed off to the courier, figure on 5–6 business days — a little more or less depending on where you are.
  • Door to door: Add it up and you're looking at 6–8 business days total (Monday–Friday).

These are solid estimates based on real order history, not guesses — though nothing beats checking our Shipping Policy for the full picture.

Who delivers my order?

All US orders ship free, via USPS, UPS, or FedEx — whichever makes the most sense for your address. You'll see exactly who's carrying yours, plus your tracking number, in your shipping confirmation email.

Where do my orders ship from?

Eva is operated by a UK-based business, but orders are fulfilled and shipped through our international logistics partners and warehouses — so your package's origin may differ from the business address on our website. Returns, though, always go to our local US returns center. Full details are in our Shipping Policy.

Can I change my address after ordering?

  • Once your order has shipped, we can't change the address anymore — the courier already has it.
  • Caught it early? Email us within 12 hours of ordering at support@eva-us.com and we'll do what we can.
  • Once processing has started, we can't promise a change will make it in time — our fulfillment moves fast.

How do I track my order?

  • You'll get a tracking number by email as soon as your order ships.
  • You can also check anytime on our Track My Order page.

My item arrived damaged — what now?

That's genuinely not the experience we want you to have. Email support@eva-us.com within 7 days of delivery with your name, order number, and a photo of the damage, and we'll get it sorted quickly.

Can I return something?

  • Of course. You've got 30 days from the day your order arrives to send it back.
  • The clock starts the day you receive your complete order.
  • Every detail is in our Return & Refund Policy.

How does returning something actually work?

  1. Reach out first:
    Email support@eva-us.com with your order number and why it's coming back.
  2. Wait for approval:
    Once approved, we'll email you a return authorization number — you'll need it before sending anything back.
  3. Pack it up properly:
    Original packaging, tags on, everything included — and write your return authorization number clearly on the outside of the package.
  4. Send it back:
    Ship it to our US returns center — no international shipping needed:

    Eva Returns
    365 North Avenue
    Carol Stream, IL 60188
    United States

    Keep your proof of postage until the refund lands. Returns that arrive without an authorization number may be delayed while we match them to the correct order.

Who pays for return shipping?

  • Changed your mind or ordered the wrong thing:
    That one's on you, and we're not able to refund the original shipping either.
  • We sent the wrong item, or it arrived damaged:
    That's entirely on us — we'll cover the return shipping.
  • Restocking fees:
    We don't charge any. Ever.

What condition does a return need to be in?

  • Unworn, unwashed, with tags and original packaging intact.
  • If it shows wear, washing, alteration, damage, stains, odors, or is missing pieces we didn't cause, we won't be able to accept it.
  • Past the 30-day window, we unfortunately can't take it back.

When do I get my money back?

  • Once your return lands with us and we've checked it over, we'll let you know your refund's approved.
  • From there, it's issued to your original payment method within 5 business days. Your bank may take up to 7 business days to actually show it on your statement.

Contact Information

Eva
128 City Road
London
EC1V 2NX
United Kingdom

Company Name: ECOM ADVISORS LTD
Company Registration Number: 15086440

Email: support@eva-us.com

Business Hours: Monday – Friday: 9:00 AM – 6:00 PM (ET)
Saturday and Sunday: Closed
Holidays: Closed