Help    Returns and Refunds

Returns and refunds

At Esdemarca, we want the return process to be as simple and clear as the shopping experience. You have 30 calendar days from the receipt of your order to request a return, either full or partial.

How to start a return

You can start a return in two ways:

1. By scanning the QR code on the delivery note
All orders include a delivery note with a QR code. Simply scan it with your phone, select the items you want to return and follow the steps of the return process, which will open automatically for that order.

2. From your Esdemarca account
Go to “My account” and access the “Returns” section. Select the order, choose the items you wish to return and follow the guided process.

Available return methods

During the process you can choose between the following options:

Drop-off point:
You will receive a label that you must print and attach to the outside of your box or bag before handing in the parcel.

Home collection:
You do not need labels or QR codes. Simply prepare the parcel and have it ready for the collection day.

IMPORTANT: Preparing your parcel

For us to accept the return, it is essential that:

• You return the item with its original brand packaging (shoe box, dust bags, hangers, etc.) and with all elements included in the original order.
• This packaging must always be placed inside an additional box or bag to protect it during shipping, just as you received it. We do not accept returns if the original brand packaging is damaged or used as the shipping package.
• Items are in perfect condition, unused, unwashed and with their original tags.
• No label is attached directly to the product’s original packaging.

Return conditions

• The return period is 30 days from receipt of the order.
• For orders with multiple shipments, the period starts when the last shipment is received.
• Returns of used, damaged, washed or tampered items will not be accepted.
• Returns of underwear are not accepted, except bras.
• Returns that do not meet these conditions may be rejected.

Except in cases of defective products or an error attributable to Esdemarca, return shipping costs are borne by the customer.

Esdemarca will only arrange the collection of defective products in the same locality or address as the original shipment. We are not responsible for collecting products from an address different from the one provided at the time of purchase. Any subsequent transfer of the item to another address or country will be the customer’s responsibility, including associated costs.

Cost of returns

The cost of the return depends on the country from which it is made and the method selected. The exact amount will always be shown before confirming the request.

Return from	Pick up at your home	Pick up point
AT	11.99 € (GLS)	5.99 € (Spring)
BE	14.99 € (GLS)	4.99 € (Spring)
BG	14.99 € (GLS)	-
CZ	11.99 € (GLS)	-
DE	14.99 € (GLS)	4.99 € (Spring)
DK	15.99 € (GLS)	-
EE	15.99 € (GLS)	-
ES	4.99 € (GLS)	3.99 € (Inpost)
FI	25.99 € (GLS)	9.99 € (Spring)
FR	-	4.99 € (Punto Pack)
GB	-	5.99 € (Spring)
GR	14.99 € (GLS)	-
HR	12.99 € (GLS)	-
HU	12.99 € (GLS)	-
IE	25.99 € (GLS)	5.99 € (Spring)
IT	14.99 € (GLS)	5.99 € (Spring)
LI	15.99 € (GLS)	-
LT	14.99 € (GLS)	-
LU	14.99 € (GLS)	-
LV	14.99 € (GLS)	-
MC	14.99 € (GLS)	-
NL	14.99 € (GLS)	4.99 € (Spring)
NO	24.99 € (GLS)	9.99 € (Spring)
PL	11.99 € (GLS)	5.99 € (Spring)
PT	5.99 € (GLS)	4.99 € (Inpost)
SE	17.99 € (GLS)	9.99 € (Spring)
SI	14.99 € (GLS)	-
SK	12.99 € (GLS)	-

If your country does not appear in the table or if the return includes a bulky item (such as suitcases or trolleys), the cost will be indicated during the process or you can consult our customer service team.

Status of your return

Once the return has been sent:

• You will receive an email with a tracking link so you can see when your return reaches our warehouse.
• After starting the return process, the estimated time for the item to reach our warehouse is between 5 and 7 business days.
• Returns are usually checked within 1 to 2 business days from their arrival at our warehouse.
• We will notify you by email once the return has been validated.

Refunds

We issue the refund once the return has been checked and approved.

• The refund is made using the same payment method used for the purchase.
• For orders paid cash on delivery or by bank transfer, we will request a bank account number.
• The time for the amount to appear in your account depends on the bank or payment method (between 1 and 10 days).

We will send you an email when the refund has been issued. If you do not see the amount reflected after this period, please contact us so we can review it.

Refund amount

The price of the returned product will be refunded, deducting shipping and return costs, except in cases of defective products or an Esdemarca error, where the full amount will be refunded.

Coupons and discounts are not refunded in cash. In the case of a full return, coupons may be reactivated in your account, with some exceptions.

If an order is not collected and is automatically returned to Esdemarca, the refund will be made deducting the costs of the initial shipment and the return shipment.

Defective items

An item is considered defective if it has a manufacturing fault or if it arrived damaged.

• You must contact us within a maximum of 24 hours from receipt.
• We will need clear photos of the defect and of the full item.
• We will review your case within approximately 48 to 72 hours.

Returns arranged on your own

If you prefer to arrange the return yourself, you must contact our team beforehand so we can provide the correct address. Make sure to include all your order details in that return and follow our return conditions. We will not accept shipments sent to addresses other than those provided by our team.

Orders with deferred payment

If you placed an order with deferred payment, you can return it following the same process. The instalment amounts will be recalculated automatically based on the items you keep.

Our customer service team is always available to help you at any stage of the process.