RETURNS POLICY AND PROCESS
If your purchase isn’t quite right according to your expectation or you want give up your order, under the Consumer Right of Withdrawal, you can cancel the order and return the items at any time before your order is delivered and up to 14 days thereafter, provided the returned items comply with our returns policy below.
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included, and if applicable, seals still intact.
- If an item has brand tags attached, it must be returned with the tags in its original position.
- Jewelry must be returned in the same condition it arrived in, including all branded packaging and any documents provided with it.
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
- When trying on footwear, please take care not to mark the soles or damage the shoe box.
- Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
- Return arrangements and respective shipping costs to the seller address are borne by the customer.
- The period of 14 days for communication and return is not exceeded.
If you processed your order through guest checkout, please contact our friendly Customer Care to start your return.
Just please follow the easy online procedure by simply going to My Orders in your Ecomlove account, where you can find all details, to initiate a return by filling the form or contact our friendly Customer Care Advisors for assistance.
Note: We recommend for you to check, as a precaution, and prior to start the process of returning the item, the eligible conditions for your return to be accepted by the seller (our partner).
And follow these steps to prepare your item:
- Place any unwanted items with original packaging inside the new protective external packaging.
- Please be aware that, if the external packaging is not sufficiently strong and protective, items and respective original packaging might arrive at destination with apparent damages, which, in that case, makes it not eligible for a refund.
- Place a signed copy of the return note that you filled and printed from My Account in the inside of the new protective external packaging. Please do not attach any labels to an item’s branded original packaging.
If you are returning to multiple locations, please pack the items separately for each of our partners, with a corresponding signed return label.
If you would like to exchange an item, you will have to follow 2 steps: returning it (as per above) and placing a new order.
Please view our Terms & Conditions for further information on cancelling and returning an order or contact our Customer Care Advisors for assistance.
If you choose to cancel the order and return the items, we will refund you the price for any returned item that meets our Returns Policy.
Once your return has been received and accepted by our partner, we will send an email to confirm the completion of your refund.
Your refund will be issued via the original payment method, in the amount of the price excluding the delivery costs. We’ll keep you updated every step of the way. You can follow and check the status of your return in My Account under My Orders.
Note: To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns Policy.
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase.
If you receive an item in a flawed condition, please advise Customer Care as soon as possible. Upon validation, we will process a full refund for the defective item.