Help    Returns and Refunds

Returns and Refunds

How to make a return?

After receiving your order, you have 30 calendar days to return it if you are not satisfied.

Exceptionally, orders placed from BLACK FRIDAY for the current year until the end of the year, have an extended return period until January 15 of the following year.

You just have to follow these instructions:

1. Click on "My Account" in the menu that you will find at the top of the web.
2. Enter the "Returns" section.
3. Choose the order you want to return and click on "Enter".
4. Select the products and quantity you want to return.
5. Select the shipping method you prefer: home pick-up or Post Office (only available for returns in Spain).
6. Click on "Calculate total return o the order" to see the total amount of the refund..

7. End the return process by clicking on "Accept return". You will receive an email with confirmation and the steps to follow to make the shipment.

Remember, you must include all the items we send you:
- Product / s you want to return.
- Bags, boxes, covers, protections, etc..
- The delivery note of the package.
- Return code (only for returns by the Post Office- only Spain).

8. Write or paste your customer data on the outside of the package.

9. Remember that your customer data must be the ones you used to place the order.

10. A courier will come to your home to pick up the package.

11. When we receive the package, we will check the status of the item.

12. Finally, we proceed to refund your money by subtracting shipping costs of applicable.

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

Alternatively you can make the withdrawal request using the following request form: download.

This form should be sent to consultas@esdemarca.com.

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

We will not accept returns or exchanges after 30 calendar days from the date of delivery. We are not responsible for losses or damages that may be suffered by returned products that have not been sent or packaged properly by the senders.

Can I make a return through Correos®?

Only if you place your order from Spain, you must follow the same steps and select as delivery method "Delivery in any Post Office". You will receive an email with a code that you must attach to your package.

Is it mandatory to bring the return to the same  Correos® office in Spain?

No, the admission of your return can be done at any Correos® post office in Spain.

For more information you can contact our customer service department from the "Queries" section of "My Account".

Return Conditions

• You have 30 calendar days to make a return. This period will start counting from the moment you receive the order. In the case of orders with different shipments, the term will start counting from the moment you receive the last one.

• You can totally or partially withdraw from the purchase made within the established period.

• In order for us to accept your return, the products must be properly packed.

• Returns of products whose packaging is damaged will not be accepted.

• The return or exchange of items that have been tampered with, damaged or altered in any way will not be accepted.

• Products must be returned in the same conditions in which they have been delivered, without being washed, damaged or unsealed. Remember! Returns of creams, cosmetics, perfumes or intimate clothing that have been unsealed will not be accepted.

• The return of the product must include all the items that have been sent: Product / s to return; bags, boxes, covers, protections, etc.; the delivery note of the package.

Esdemarca is not responsible for the costs incurred to the partner for those product returns and therefore the partner will bear the return shipping costs.

Unless the products have a different cost due to their particularity, the return costs in Esdemarca are currently:
€ 4.50 for shipments in the Peninsula and the Balearic Islands, at home and through the Post Office (Correos®  only for orders placed in Spain).
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 discount the cost of the return and you can choose your own shipping method, always adding all the data of your order and following the return conditions.

How can I make a return from outside Spain?

Contact our Customer Service team and they will help you manage it.

What amount will be refunded?

The refund will be the total price of the returned product, in addition to the ordinary shipping costs (the difference of express shipments is not included), as long as it meets the return conditions.

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

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

When will I receive the refund?

Once we receive the return of your order in our warehouse, we will check that all return conditions are met and we will reimburse the price of the returned product in addition to the ordinary shipping costs (the difference of express shipments is not included)

Esdemarca reserves the right not to make a refund if it detects that the product purchased and returned does not match or does not comply with the conditions of sale.

Partial returns of orders will result in refunds of shipping costs and partial price

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

How will I receive a refund for my order?

Reimbursements by Esdemarca  they will be made by means of the same payment system used for the purchase of the product.

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

I have postponed my payment and I want to make a return, can I manage it?

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