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.

United Kingdom GB

Point relais

Spring

£5.49

Revenir de	Collecte chez vous	Point relais
AT	£10.49 (GLS)	£5.49 (Spring)
BE	£12.99 (GLS)	£4.49 (Spring)
BG	£13.49 (GLS)	£10.49 (GLS Puntos)
CZ	£10.49 (GLS)	£6.49 (GLS Puntos)
DE	£12.99 (GLS)	£4.49 (Spring)
DK	£13.99 (GLS)	£6.49 (GLS Puntos)
EE	£13.99 (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)	£7.99 (GLS Puntos)
HU	£11.49 (GLS)	£7.99 (GLS Puntos)
IE	£22.99 (GLS)	£5.49 (Spring)
IT	£12.99 (GLS)	£5.49 (Spring)
LI	£13.99 (GLS)	-
LT	£13.49 (GLS)	£7.99 (GLS Puntos)
LU	£12.99 (GLS)	£6.49 (GLS Puntos)
LV	£13.49 (GLS)	-
MC	£13.49 (GLS)	-
NL	£12.99 (GLS)	£4.49 (Spring)
NO	£21.99 (GLS)	£8.99 (Spring)
PL	£10.49 (GLS)	£5.49 (Spring)
PT	£5.49 (GLS)	£4.49 (Inpost)
SE	£15.99 (GLS)	£8.99 (Spring)
SI	£13.49 (GLS)	£7.99 (GLS Puntos)
SK	£11.49 (GLS)	£7.99 (GLS Puntos)

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.
Once the return process has been initiated, the estimated time for the item to reach our warehouse ranges from 5 to 7 business days within Spain and from 15 to 20 calendar days from outside Spain.
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.

Montant du remboursement

En cas de rétractation, seront remboursés :

Le montant du produit retourné.
Le coût de l'envoi standard, entendu comme le mode de livraison le moins cher disponible au moment de l'achat.

Les suppléments associés aux modes d'expédition autres que l'envoi standard ne sont pas remboursables, sauf en cas de produit défectueux ou d'erreur d'Esdemarca, où le montant intégral sera remboursé.

ESDcredits

Si la commande que vous retournez a généré des ESDcredits, ceux-ci seront déduits de ceux que vous avez disponibles.
Si la commande que vous retournez a généré des ESDcredits, et que vous les avez déjà utilisés, ils seront déduits du montant à rembourser.

Coupons

Le montant des coupons de réduction supplémentaires ne sera pas remboursé en espèces.
Dans le cas des coupons de réduction ils seront réactivés sur votre compte en cas de remboursement intégral (avec quelques 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 by the customer

If you choose to return an item on your own, you must contact our team in advance within the established return period so that we can provide the correct address and validate the return. Please make sure to include all order details in the shipment and comply with our return conditions. Returns that have not been previously communicated or that are sent outside the return period will not be accepted, nor will shipments sent to addresses other than those provided by our team.

For this type of return, all shipping and return costs are entirely borne by the customer. Esdemarca does not cover any return-related costs and does not accept shipments sent with unpaid charges or cash on delivery. If a shipment arrives with charges payable by the recipient, the package may be rejected and the return will not be considered valid.

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.

Can I change the size of an item?
We currently do not offer size exchanges. If you need a different size, you must return the item and place a new order selecting the correct size.

Do you have questions about returns? Here are the most common ones:

You have 30 calendar days from receiving your order to request a return, either full or partial. You can manage it easily from your account or by scanning the QR code included on the delivery note.

You can start the return by scanning the QR code on the delivery note included with your order or by going to “My account” and accessing the “Returns” section. The process is guided and will clearly indicate each step.

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. In case of a defective product or an error attributable to Esdemarca, the costs will be covered.

Yes. If you prefer to manage the return on your own, you must contact our customer service team beforehand so we can provide the correct address. It is important to include all order details and comply with the return conditions so we can accept it.

Once we receive the return at our warehouse and validate that it meets the conditions, we will issue the refund using the same payment method used for the purchase. The time for it to appear in your account depends on the bank or payment method and usually ranges from 1 to 10 days.

Coupons and discounts are not refunded in cash. In the case of a full return, they may be reactivated in your account, with some exceptions. ESDcredits will be recalculated automatically based on the items you ultimately keep.