Check the estimated delivery date in your account, track your order and make sure the shipping address is correct. If needed, contact our customer service team. We’re here to help.

Log in to your account and go to the “Returns” section.
Select the order you wish to return and follow the steps to complete the return process.

Important: Items must be in perfect condition, unused, and with their original packaging and tags.

The cost of the return depends on the country from which you make the return and the method chosen.
You can check the cost table further down on this page.
The exact amount will always be shown before confirming the return.

Once we receive the returned item at our warehouse, we will process the refund using the same payment method used for the purchase.
For cash on delivery orders, we will request a bank account number to make the transfer.

Yes. Simply enter the code in your cart before completing your purchase. Please note that coupons are generally not cumulative: only one coupon can be used per order.

1. Delayed orders
2. Returns
3. Refunds
4. Orders and shipping

What should I do if my order is delayed?

We understand how important it is to receive your order on time. If your order has not arrived by the estimated date:

Check the delivery date: Review the expected date in your confirmation email or in your account.
Check the tracking: Go to “My Account > Orders > Track parcel” to see the shipment status.
Multiple parcels: If your order includes several items, they may be shipped separately.
Check your address: Make sure the delivery address is correct.
Contact us: If you still haven’t received it, write to us. We’re here to help.

We work to deliver within the estimated timeframes and to continuously improve our logistics.

RETURNS

Returns policy

The deadline to return an item is 30 days from receipt of the order.

The return cost varies depending on the country. In Spain, the cost is €4.99 for home collection and €3.99 for drop-off at an InPost point. More information.

Items must be returned in perfect condition, unused, and with their original packaging and tags. Otherwise, Esdemarca may reject the return and send the item back.

How can I make a return?

You can manage your return from “My Account > Returns”. Once there, follow these steps:

Select the items you want to return.
Choose the return method (home collection or drop-off at a pick-up point).
Review and accept the return cost.

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

Return from	Pick up at your home	Pick up point
AT	£10.99 (GLS)	£5.49 (Spring)
BE	£13.49 (GLS)	£4.49 (Spring)
BG	£13.49 (GLS)	-
CZ	£10.99 (GLS)	-
DE	£13.49 (GLS)	£4.49 (Spring)
DK	£13.99 (GLS)	-
EE	£14.00 (GLS)	-
ES	£4.49 (GLS)	£3.49 (Inpost)
FI	£22.99 (GLS)	£8.99 (Spring)
FR	-	£4.49 (Punto Pack)
GB	-	£5.49 (Spring)
GR	£13.49 (GLS)	-
HR	£11.49 (GLS)	-
HU	£11.49 (GLS)	-
IE	£22.99 (GLS)	£5.49 (Spring)
IT	£13.49 (GLS)	£5.49 (Spring)
LI	£14.00 (GLS)	-
LT	£13.49 (GLS)	-
LU	£13.49 (GLS)	-
LV	£13.49 (GLS)	-
MC	£13.49 (GLS)	-
NL	£13.49 (GLS)	£4.49 (Spring)
NO	£21.99 (GLS)	£8.99 (Spring)
PL	£10.99 (GLS)	£5.49 (Spring)
PT	£5.49 (GLS)	£4.49 (Inpost)
SE	£15.99 (GLS)	£8.99 (Spring)
SI	£13.49 (GLS)	-
SK	£11.49 (GLS)	-

REFUNDS

How will my return be refunded?

Your return will be refunded using the same payment method you used to place the order. If you paid cash on delivery, we will ask you for a bank account number to process the transfer.

If you used deferred payment, the refund will be managed by the corresponding financial institution.

I received an incorrect refund

If you believe your refund is incorrect, please contact our Customer Service team. We will help you as quickly as possible.

Before doing so, please note that:

Shipping costs are only refunded in case of cancellation or a defective item.
If you used coupons, they will be regenerated; they are not refunded in cash.

ORDERS AND SHIPPING

I received an incorrect or defective item. What should I do?

If you receive an incorrect or defective item, contact us so we can help you with an exchange or a free collection where applicable.

Click here to contact us.

What are the delivery times?

All Esdemarca products have a standard delivery time of 2 to 7 days, although in some cases this may be extended to 10–12 days in specific situations.

To check the delivery time for a specific product, you can see it on the product page. Once you have added items to your basket, you will also be able to see the estimated delivery date for your order.

If you need more details about shipping, see here.

What are the shipping costs?

Send to	Home delivery	Pick up point	Express Home 24h
ES	£4.49 * (GLS) 1-3 Days	£3.49 * (Inpost) 1-3 Days	£4.49 * (GLS 24h) 1 Days
PT	£5.49 * (GLS) 2-4 Days	£4.49 * (Inpost) 2-4 Days
FR	£5.49 * (Colissimo) 4-6 Days	£4.49 * (Punto Pack) 3-5 Days
IT	£5.49 * (Brt) 4-6 Days	£5.49 * (Inpost) 2-4 Days
DE	£5.49 * (Hermes) 4-6 Days	£4.49 * (Hermes) 4-6 Days
AT	£6.49 * (Dpd) 8-10 Days	£6.49 * (Spring PUDO) 7-9 Days
BE	£5.49 * (Postnl) 4-6 Days	£4.49 * (Punto Pack) 5-7 Days
GB	£6.49 * (Royal Mail) 6-8 Days
LU	£6.49 * (GLS Internacional) 4-6 Days
NL	£5.49 * (Postnl) 3-5 Days	£5.49 * (Postnl) 4-6 Days
CZ	£5.49 * (GLS Internacional) 4-6 Days
DK	£6.49 * (GLS Internacional) 5-7 Days
PL	£5.49 * (Inpost Pl) 8-10 Days	£4.49 * (Inpost Pl) 9-11 Days
SI	£7.99 * (GLS Internacional) 5-7 Days
SK	£6.49 * (GLS Internacional) 4-6 Days
BG	£7.99 * (GLS Internacional) 6-8 Days
EE	£8.99 * (GLS Internacional) 6-8 Days
FI	£8.99 * (Posti) 8-10 Days	£8.99 * (Bring) 8-10 Days
HR	£6.49 * (GLS Internacional) 5-7 Days
HU	£8.99 * (Spring) 8-10 Days
IE	£5.49 * (Anpost) 7-9 Days	£5.49 * (Fastway) 7-9 Days
LT	£7.99 * (GLS Internacional) 6-8 Days
LV	£7.99 * (GLS Internacional) 8-10 Days
SE	£8.99 * (Postnord) 10-12 Days	£8.99 * (Bring) 6-8 Days
GR	£7.99 * (GLS Internacional) 9-11 Days
LI	£8.99 * (GLS Internacional) 4-6 Days
NO	£8.99 * (Posten Norge) 5-7 Days
MC	£7.99 * (GLS Internacional) 6-8 Days

* Reference cost, the final cost will appear in the cart, calculated based on the quantity of products and the final address.

In addition, a surcharge applies to orders with bulky products such as suitcases or trolleys.

For more information, click here.

How should I proceed if my parcel arrives open or incomplete?

Before accepting your order at the pick-up point or at your address, check it carefully. If you see that it is open, damaged, or that the parcel size does not match your order, do not accept it. Instead, take photos of the parcel from different angles (front and back) and contact Esdemarca within a maximum of 24 hours.

It is also important to file a claim with the carrier within the same 24-hour period, attaching the parcel images. Make sure to send us this claim so we can confirm that your order arrived incomplete. Please note that no claims, refunds or reshipments will be accepted without photos or other graphic evidence of the issue.

How should I proceed if my order shows as delivered but I have not received it?

Check whether someone else at your address may have accepted the delivery.
Check whether there is a delivery attempt notice in your mailbox or on your door. This notice includes instructions on how to reschedule delivery or collect the parcel.
We recommend that you contact the carrier to speed up the investigation.
It is very important that you inform us immediately of any discrepancy in the tracking information and of any order or product you have not received. Please note that we cannot accept claims more than 7 calendar days after the recorded delivery date if the order appears as delivered with proof from the carrier.

Do I have to pay customs fees on international orders?

Shipments outside the European Union may be subject to customs duties or import taxes depending on local regulations. These charges, where applicable, are the customer’s responsibility and are not included in the shipping costs or in the order total.