Help    Returns and Refunds

Returns and refunds 

How do I return an order?

After receiving your order, you have 30 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 return.  
- Original packaging and/or box, bags, covers, hangers, protections, etc.  
- All items to be returned must include their original tag.  
- If your order arrived in an Esdemarca box, the return must be made using the same box.  
 

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 30 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 30 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 returned inside an additional bag or box that protects the original packaging. Returns will not be accepted if the shipping label has been attached directly to the product’s original box.
• Returns will not be accepted if the original packaging is damaged, has labels attached directly to it, or has been used as a shipping package.
• 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 as they were delivered, unused, unwashed, undamaged, and unopened.
• Returns of intimate clothing will not be accepted (except for bras).

All items that have been sent must be included in the return of the product:
- Product(s) to return.  
- Original packaging and/or box, bags, covers, hangers, protections, etc.  
- All items to be returned must include their original tag.  
- If your order arrived in an Esdemarca box, the return must be made using the same box.  

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

Esdemarca will only be responsible for collecting defective products at the same location or address as the original shipment. We are not responsible for collecting products at 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.

NOTE: Once the return process has started, the estimated time for the item to reach our warehouse is between 15 and 20 days.

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

Return from
ES	£3.49 / £4.49 *
PT	£4.49 / £5.49 *
FR	£4.49 / £12.49 *
DE	£6.49 / £12.99 *
BE	£6.49 / £12.99 *
NL	£6.49 / £12.99 *
IT	£5.99 / £12.99 *
AT	£5.49 / £10.49 *
DK	£8.99 / £13.99 *
FI	£8.99 / £22.49 *
IE	£5.49 / £22.49 *
NO	£8.99 / £21.99 *
PL	£5.49 / £10.49 *
SE	£8.99 / £15.99 *
GB	£5.49 *
LU	£12.99 *
CZ	£10.49 *
SI	£12.99 *
SK	£11.49 *
BG	£12.99 *
EE	£13.99 *
HR	£11.49 *
HU	£11.49 *
LT	£12.99 *
LV	£12.99 *
GR	£12.99 *
MT	£18.99 *
LI	£13.99 *
MC	£12.99 *

If your country does not appear in the table, do not hesitate to contact our Customer Service center
*The amount of the refund in the rest of the European Union must be consulted at the time of requesting the refund.
*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 manage the return on your own, we will not deduct the return cost, and you can choose your own shipping method. Make sure to include all your order details and follow our return conditions.  
Contact Esdemarca so we can provide you with the address to which you should send the order. We will not accept claims for orders sent to an address different from the one provided by our agents.

How much will be refunded?

We will refund you the total price of the returned product, minus the shipping costs. If the return is due to defective products or products that do not correspond to the order placed, we will refund the full price of the product and shipping costs.

Please note that the value of coupons and additional discount codes will not be refunded in cash. In the case of discount coupons, they will be reactivated in your account in the event of a full order refund (with some exceptions).

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.

In the event that an item is not collected at the designated home or collection point, and as a result, is returned to Esdemarca, the total to be refunded will be equivalent to the total paid by the customer, minus the costs associated with both the initial shipping and the return of the product.

If you make a purchase using a discount coupon and then return an item, the discount will be recalculated proportionally based on the value of the items that the user keeps, minus the applicable shipping costs. For example, if you make a purchase for £86.49 with a £8.99 coupon and then return an item for £17.49, the discount will be adjusted based on the new total purchase amount (£69.00). The difference between the two discounts and the shipping costs will be deducted from the refund.

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.