Return & Refund Policy
Last Updated: May 15, 2025
At Esmorielle, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, which is why we offer a straightforward return and refund policy.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- The item must be returned within 30 days of delivery
- The item must be unworn, unwashed, and in its original condition
- All original tags and packaging must be attached/included
- You must have proof of purchase (order confirmation or receipt)
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Downloadable products
- Personalized or custom-made items
- Intimate apparel and swimwear (for hygiene reasons)
- Sale items marked as 'Final Sale'
- Items damaged due to customer misuse
Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at returns@esmorielle.store with your order number and reason for return
- Our team will provide you with a Return Authorization (RA) number and return instructions
- Package the item securely with all original packaging and tags
- Include your RA number on the outside of the package
- Ship the package to the address provided in the return instructions
We recommend using a trackable shipping service and purchasing shipping insurance for all returns, as we cannot be responsible for items lost or damaged during return shipping.
Refunds
Once we receive and inspect your return, we will notify you of the status of your refund.
If approved, your refund will be processed to the original method of payment within 5-7 business days. Please note that it may take an additional 2-10 business days for the refund to appear in your account, depending on your payment provider.
Refund Options
- Original Payment Method: Full refund to the original payment method
- Store Credit: 110% of the purchase value as store credit (our preferred method)
- Exchange: Exchange for another item of equal or greater value (you will be responsible for any price difference)
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (you received an incorrect or defective item). In cases where the return is due to our error, we will provide a prepaid return shipping label.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us at returns@esmorielle.store within 48 hours of delivery with photos of the damage. We will arrange for a replacement or refund at no additional cost to you.
International Returns
We accept international returns. However, customers are responsible for all shipping costs, duties, and taxes associated with international returns. Please note that international returns may take longer to process.
Questions?
If you have any questions about our return policy, please contact our customer service team at support@esmorielle.store.