FAQs

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

Log in to your account and go to the order you want to return or exchange. From there, you can choose the method you prefer: home pickup or drop-off point. The entire process is done online, in just a few steps.

The cost depends on the country you're returning from. In Spain, the return costs €4.99 for home pickup or €3.99 if dropped off at an InPost point. We’ll show you the exact amount before you confirm.

Once we receive the returned product in our warehouse, we will issue the refund using the same payment method used for the purchase. If you paid cash on delivery, we will ask for an account number to process the transfer.

Yes. Just enter the code in your cart before completing your purchase. Keep in mind that coupons are not cumulative: only one can be used per order.

Delayed orders
Returns and size exchanges
Refunds
Orders and shipments

What should I do if my order is delayed?

We understand how important it is for you to receive your order on time, and we apologize for any inconvenience caused by a delay. If your order hasn't arrived by the estimated date:

Check the delivery date: First of all, review the expected delivery date in the confirmation email we sent you or within your account under "Orders". Not all items can be shipped within 24h or 72h, and it's possible that your order is still within the expected timeframe.
Check the tracking: Go to “My Account > Orders > Track package” to review the current shipping status and confirm if there are any updates about the delivery.
Multiple packages: If you ordered multiple items, they might be shipped in separate packages. Make sure to check the tracking for each individual package.
Verify your address: Ensure that the shipping address you provided is correct.
Contact us: If you still have concerns or can't locate your order, don't hesitate to get in touch with our customer service team. We're here to help and resolve any issues as quickly as possible.

We appreciate your patience and understanding in these cases. We constantly work to ensure that orders arrive within the indicated timeframe and improve our logistics and service.

RETURNS AND SIZE EXCHANGES

Returns and size exchange policy

The return period is 100 days, and the size exchange period is 90 days, starting from the moment you receive the order.

The cost of return varies by country and will always be indicated when processing it on the page before finalizing it. In Spain, the cost is 4.99 € for home pickup and 3.99 € for delivery to an Inpost point. More information.

All returns or size exchanges must be properly packaged in a bag, the items must be in perfect condition, unused, and with their original packaging and labels. Otherwise, ESD reserves the right to return the item to the customer without accepting the return.

How can I make a return or size exchange?

Return:

You can make the return from the “My Account > Returns” section. Once inside, you just have to enter the order you wish to return.

On the return screen, you only need to follow three steps:

Select the item(s) you want to return.
Indicate the return method you want (home pickup or drop-off at a convenience point).
Review and accept the final return calculation.

Size exchange:

You can request a size exchange as long as we have stock of the new size you want. In that case, you just need to go to “My Account > Size Exchanges” and enter the order for which you want to make the size exchange.

Once inside, you will need to follow the next three steps:

Select the desired size from the dropdown menu where “Nº change” is indicated.
Add or select the home address where you want the exchange to be made.
Choose the payment method (PayPal or credit/debit card) to pay for the size exchange cost (4.99 €) and finalize the process.

REFUNDS
How will my return be refunded?

Returns will be refunded using the same original payment method, except for cash on delivery payments, which will be made by bank transfer. In that case, once the order return is received at our facilities, you will receive an email requesting your bank account number. For deferred payments, the refund will be managed with the corresponding financial entity.

How is a return from a deferred payment refunded?

In the event that you made the payment for your order through a deferred payment option, the refund will be made through the selected financial institution. If the order return is partial, the outstanding installments will be recalculated, and in the case of a total return, the already paid installments will be refunded.

I received an incorrect refund

We apologize for any error that may have occurred regarding your refund.

If this is the case, please contact our Customer Service team, and we will do our best to resolve it quickly. Ensure to include your order number and all details related to the items for which you are requesting the refund.

Before contacting us, it's essential to consider some factors that could affect the refunded amount:

Shipping costs are only refunded for canceled orders or in cases of defective items.
Discounts applied by coupons at the time of purchase are not refunded. In the case of a refund for a purchase made with coupons, the item's amount will be returned, and the coupon will be regenerated in your account, but the coupon's total amount will not be refunded in cash. More information.

ORDERS AND SHIPPING

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

If you receive an incorrect or defective item, contact us. We will address the issue, either with an exchange or a free pickup if necessary.

To contact us about an incorrect or defective item, click here.

How can I use codes and coupons?

To use a code or coupon on ESD, you will need to enter it directly into your cart before finalizing the purchase. It's important to note that codes and coupons cannot be accumulated or combined, so you can only use one per order.

What are the delivery times?

All products at ESD have a standard delivery time of 24 - 72 hours; although on some occasions, the delivery time may be approximately 1 week.

To know the delivery time of a specific product, you can consult its product sheet. Also, once you have added products to your cart, you can also see the estimated delivery time for your order.

If you need additional information about shipping and delivery times, you can click here.

What are the shipping costs?

Send to	Home delivery	Pick up point	Express Home 24h
ES	4.99 € *	3.99 € *	6.99 € *
PT	5.99 € *	4.99 € *
FR	4.99 € *	4.99 € *
IT	5.99 € *	5.99 € *
DE	4.99 € *	4.99 € *
AT	6.99 € *
BE	4.99 € *	4.99 € *
GB	5.99 € *
LU	6.99 € *
NL	4.99 € *	5.99 € *
CZ	5.99 € *
DK	5.99 € *
PL	4.99 € *
SI	8.99 € *
SK	6.99 € *
BG	8.99 € *
EE	9.99 € *
FI	9.99 € *
HR	6.99 € *
HU	9.99 € *
IE	5.99 € *
LT	8.99 € *
LV	8.99 € *
SE	9.99 € *	9.99 € *
GR	8.99 € *
MT	15.99 € *
LI	9.99 € *
NO	9.99 € *
MC	8.99 € *
US	9.99 € *

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

Some items may require more handling time, affecting the delivery times. The cart will indicate an approximate delivery date.

For orders of 1 to 4 items, the standard shipping rate or the rate chosen by the customer applies. From the fifth item, a supplement of 2.00 € is added for every additional 4 items (4.00 € in the Balearic Islands). So, for 5-8 items, the supplement is +2.00 € (or +4.00 € in the Balearic Islands), for 9-12 items the supplement is +4.00 € (or +8.00 € in the Balearic Islands), and so on.

Always check the final price in your shopping cart. Extras may apply for weight/quantity, volume, or destination. Please take into account the delivery date in your shopping cart before making your payment.
The base amount is subject to offers and promotions.

Due to the size and special handling required for transporting bulkier suitcase and trolley products, an additional charge is applied to the shipping cost. The additional costs are as follows:

Balearic Islands: Additional 15.00 € for each suitcase/trolley.
Rest of Spain and other countries: Additional 4.00 € for each suitcase/trolley.

This amount will be added to the total shipping cost when finalizing the purchase.

If you need more information, you can click here.

How to act in case of open or incomplete orders?

Before accepting your order at the pick-up point or home delivery, review it carefully. If you notice that it is open, damaged, or the volume of the package does not match your order, do not accept it. Instead, take photos of the package from different angles (front and back) and immediately contact Esdemarca within a maximum period of 24 hours.
It is important that you also file a claim with the transport company within the same 24-hour period, attaching the images of the packaging. Make sure to send us this claim to support that your order has arrived incomplete. Please note that no claims will be accepted, and no refunds or reshipments will be made without the provision of photographs or other graphic material that evidences the problem.

How to proceed with undelivered orders marked as delivered?

Check if someone else residing at the same address has accepted the delivery.
Check if a notice of a failed delivery attempt has been left in the mailbox or on the door. This notice includes instructions on how to reschedule the delivery or pick up the package.
We recommend that you contact the transport company to expedite the claim.
It is very important that you inform us immediately of any discrepancies in the tracking of the package and of any order or product you have not received. Please note that claims will not be accepted after 7 calendar days from the receipt of the product if the order is marked as delivered by the transport company.

Do I have to pay customs duties on my international order?

Shipments outside the European Union may be subject to customs duties or import taxes according to local regulations. These fees, if applicable, will be the customer's responsibility and are not included in the shipping or order cost. We recommend consulting with local customs authorities for more information before making your purchase.

Do you have questions? Here are the most frequent ones: