ESMEL Return and Exchange Policy
At ESMEL, we want you to love your purchase. If you’re not completely satisfied with your order, we’re here to help. Please read our return and exchange policy below:
Returns
• Eligibility for Returns: Items purchased from ESMEL can be returned within 7 days from the date of delivery. To be eligible for a return, the item must be unused, unworn, and in its original condition, with all tags and packaging intact.
• Non-Returnable Items: The following items are not eligible for return:
o Items marked as final sale.
o Custom or personalized items.
o Products that have been washed or altered.
• Return Process:
1. Contact our customer service team at info@esmelofficial.com within 7 days of receiving your order. Please provide your order number, the items you wish to return, and the reason for the return.
2. Once your return is approved, you will receive instructions on how to return the items. The customer is responsible for shipping the items back, and shipping fees are non-refundable unless the return is due to a mistake made by ESMEL (e.g., defective or incorrect items).
3. Please ensure that the returned items are securely packaged. We recommend using a trackable shipping service to ensure the safe return of your items.
• Return Processing Time: Once we receive your return, it may take up to 7 business daysto process. You will be notified once your return has been processed, and your refund will be issued to the original payment method.
Exchanges
• Eligibility for Exchanges: If you would like to exchange an item for a different size or color, we offer exchanges within 7 days of delivery, provided the item is unused, unworn, and in its original condition.
• Exchange Process:
1. Contact our customer service team at info@esmelofficial.com to request an exchange. Include your order number, the item you wish to exchange, and the desired replacement size or color.
2. If your exchange is approved, you’ll receive instructions on how to send the item back.
3. Once we receive the returned item, we will ship the replacement item to you at no additional cost. If you request a different item (other than size or color), any price difference will be charged or refunded accordingly.
4. You can purchase an exchange item of same or higher price.
Damaged or Incorrect Items
• If you receive an item that is damaged, defective, or incorrect, please contact our customer service team immediately at info@esmelofficial.com. We will offer a full refund or replacement for any items that are received in a damaged or incorrect condition.
• Proof of Damage: For damaged or defective items, we may require photos of the damage to proceed with your claim.
Refunds
• Once your return has been processed, your refund will be issued to the original payment method. Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.
Shipping Fees
• Shipping fees are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective items).
• The customer is responsible for return shipping fees, unless otherwise stated in the return/exchange process.
For assistance with returns, exchanges, or any issues with your order, please contact us at:
* Email: Info@esmelofficial.com
* Phone: +924232301093
* Whatsapp: +923481113763