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Help    Returns and Refunds

Returns and refunds 

How do I return an order?

After receiving your order, you have 100 days to return it if you are not satisfied.

Just follow these instructions:

1. Click on "My Account" in the menu at the top of the website.
2. Go to the "Returns" section
3. Choose the order you want to return and click on "Enter".
4. Select the products and quantity you wish to return.
5. Select the delivery method: home collection.
6. Click on "Calculate total order refund" to see the total amount of the refund.

7. Finalise the return process by clicking on "Accept return". You will receive an e-mail with the confirmation and the steps to follow for the return.

Remember, you must include all the items we send you: 
- Product/s to be returned.
- Bags, boxes, cases, covers, protections, etc.
- The delivery note of the package.

8. A courier will come to your home to pick up the package, you do not need to print any label.

9. When we receive the package, we will check the condition of the item.

10. Finally, we will proceed to refund your money minus the return costs if applicable.

IMPORTANT: The order must be correctly packed. Put the product to be returned in the courier packaging in which you received the order or use a bag/box that can cover the product and its own packaging.

Alternatively, you can make a cancellation request by using the following request form: download

This form should be sent to .

PLEASE follow these instructions carefully to expedite the entire return process.

We will not accept returns or exchanges after 100 days from the date of delivery. We are not responsible for any loss or damage to returned products that have not been properly shipped or packaged by the sender(s).

Conditions of return

You have 100 days to make a return. This period starts from the moment you receive the order. In the case of orders with different shipments, the period will start to run from the moment you receive the last one.
You can cancel all or part of your purchase within the established period.
In order for us to accept your return, the products must be correctly packaged in a bag or box that prevents the original packaging from being damaged during transport.
We will not accept returns of products whose original packaging is damaged.
Items that have been tampered with, damaged or altered in any way will not be accepted for return or exchange.
Products must be returned in the same condition in which they were delivered, without being washed, damaged or unsealed. Remember! We will not accept returns of creams, cosmetics, perfumes that have been unsealed, as well as intimate apparel (except bras).
All items that have been sent must be included in the return of the product:
 
- Product/s to be returned.
- Original bags, boxes, covers or protections.
- The delivery note of the order.


Except for returns caused by defects in the product or due to errors for which Esdemarca is responsible, it will be the customer who assumes the return shipping costs.


Unless the products have a different cost due to its particularity, the return costs in are currently:

3.95€ for home collection in Spain.
1.95€ for returns to Punto Pack or Post Office (Spain).
9.5 euros for home collection in the rest of the European Union.
If the return includes a bulky product, the cost of the return must be consulted. 
 

Can I send a return on my own?

If you prefer to send the return on your own, we will not deduct the cost of the return and you can choose your own shipping method, always adding all the details of your order and following the return conditions.
 

How much will be refunded?

The refund will be the full price of the returned product, plus ordinary delivery costs (excluding the difference for express delivery), as long as it complies with the return conditions.

In case of defective products or products that do not correspond to the order placed, we will refund you the full price of the product and the delivery costs.

Please remember! If you receive a damaged or defective product, you must contact us within 24 hours of receiving it so that we can deal with the incident.
 

When will I receive a refund?
 

Once we receive the return of your order in our warehouse, we will check that all the return conditions are met and we will refund the price of the returned product plus the ordinary shipping costs (not including the difference for express delivery).

reserves the right not to make the refund in the case of detecting that the product purchased and returned does not match or does not meet the conditions of sale.

Partial returns of orders will give rise to partial refunds of shipping costs and the partial price.

The deadline for reimbursement is approximately 72 hours from the confirmation of arrival of the returned product at the warehouse, and will never exceed 30 calendar days. If you choose the option of payment by bank transfer, will contact the customer to request the necessary information to make the refund.
 

How will I receive the refund of my order?
 

Refunds by will be made through the same payment system used by the customer for the purchase of the product.

*If you have placed your order by bank transfer or cash on delivery, our Customer Service team will contact you via the email address you provided at the time of registration to request an account number and make the refund of your order.
 

I have postponed my order and I want to make a refund, can I do it?
 

Of course! Follow the same steps you will find in the section "How to make a return". The only thing you should bear in mind is that the deferred payment fee will be recalculated taking into account the difference in the amount of the returned product.

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