Return Policy
Return and Refund Policy:
Return and Exchange Conditions:
1. Items returned without prior authorization will not be accepted.
2. Items must be returned within 15 days of receipt.
3. All items must be in their original condition: unworn or unused, with tags attached, and in the original packaging. A proof of purchase is also required.
4. All returns or exchanges must be sent using a trackable shipping method.
Damages and Issues:
Inspection: Please inspect your order immediately upon receipt.
Contact: If you receive a defective, damaged, or incorrect item, please contact us immediately at support.eu@eskute.com.
Return Process:
1. Please contact us to receive return instructions and, if applicable, a return label.
2. Items sent back without prior approval will not be accepted.
3. If you return the item without using our provided label, Eskute will not cover the shipping costs.
Non-Returnable Situations:
No refund will be issued for damage or loss caused by the customer.
General Return Procedure:
Initiate a return: Please email support.eu@eskute.com with photos and/or videos of the product and your order number. Our customer service team will review your return request within 3 working days.
Return the product: Once your return request is approved, we will provide the return address and shipping instructions. (Note: Unauthorized returns will not be accepted.) We recommend using a trackable shipping service with delivery confirmation, as we are not responsible for lost return packages or exchanged items.
Refund or exchange: After receiving your returned item or exchange product, we will inspect it within 3–5 working days and then either send a replacement or issue a refund.
Refunds:
1. Wrong item received: free replacement or full refund.
2. Damaged or missing accessories: free replacement or partial refund.
3. Undeliverable or lost package: free reshipment or full refund.
4. Returns initiated by the buyer for non-quality-related reasons (e.g., "ordered by mistake" or "changed mind") are subject to a 20% restocking fee.
Order Cancellation:
1. Before shipment: If your payment is completed but the order has not yet been shipped, you may cancel the order and receive a full refund.
2. After shipment: A 20% restocking fee will apply.
Lost Package:
Eskute is responsible for the delivery of your order. A delivery exception occurs when a package is temporarily delayed during transit due to unforeseen circumstances. Even with reliable eCommerce tracking systems, delays may occur during shipping.
If tracking information has not been updated for more than 3 days, please remain patient while we investigate the situation on your behalf.
If you have not received your order within 3 weeks after the shipping confirmation email, the package will be considered lost in transit. Eskute will assume responsibility and provide a full refund. If the package eventually arrives, you may refuse delivery.
Customer experience is always our top priority.
Refund Processing Time:
Refunds to credit/debit cards typically take 2–5 working days, but may take up to 30 days depending on your card issuer. If you paid via PayPal balance, the refund will be returned to your PayPal account. Please contact PayPal or your bank for further information regarding the refund process.
Return Address:
Bergheimer Str. 140
47228 Duisburg
Germany