Our main goal is always to ensure your satisfaction with our service and products. To make this happen, please note the following:
The courier will attempt to deliver the order twice only.
If the order is not received after the second attempt, it will be automatically canceled.
If the order is not suitable, you may refuse to receive it from the courier, and no shipping fees will be charged if they were paid in advance (deposit).
After receiving the order, if there is any issue with the size or the product, you may contact us within 24 hours to request an exchange or return, provided that the product is:
Please note that the customer is responsible for all shipping costs related to the exchange or return process.
We may need to contact you via phone or WhatsApp to confirm the order or request a deposit before handing the shipment to the courier company.
If no response or confirmation within 24 hours, the order will be automatically canceled.
Our main goal is always to ensure your satisfaction with our service and products. Please review the following refund and return policy carefully.
The courier will attempt to deliver the order twice only.
If the order is not received after the second attempt, it will be automatically canceled.
If the order is not suitable, you may refuse to receive it from the courier.
No shipping fees will be charged if they were paid in advance (deposit).
After receiving the order, if there is any issue with the product or size, you may contact us within 24 hours to request a return or exchange, provided that the item:
Please note that the customer is responsible for all shipping costs related to the return or exchange process.
We may contact you via phone or WhatsApp to confirm your order or request a deposit before handing the shipment to the courier company.
If no response or confirmation is received within 24 hours, the order will be automatically canceled.
Refunds are processed within up to 7 business days from the date the returned items are received, inspected, and approved. Fridays, Saturdays, and official holidays are not considered business days.
Refunds are issued only via bank transfer, InstaPay, or Vodafone Cash. Cash refunds are not available.
If the returned products are found to be used, damaged, or not in their original condition upon inspection, ESERA reserves the right to reject the return request and no refund will be issued.