Exchanges and returns

Returns and exchanges

You can return any item purchased on esden.com.ua within 14 days of delivery, following the instructions below:

  1. Fill out the return form. This will allow us to start processing your request. Within one business day, you will receive an email with a confirmation and return authorization, which is necessary for further processing.
  2. Prepare the item. Make sure the item is in its original condition, with all tags intact and original packaging. Otherwise, we will not be able to approve the return and issue a refund.
  3. Follow the instructions. Our support team will send you detailed instructions on how to send the item along with the return authorization email.

Once the parcel arrives at our warehouse, it will take up to 10 business days for processing. If the item does not meet the specified conditions, we will have to send it back to you and reject the request. As soon as the return is approved, we will send you an email confirmation and refund the money to your original payment method. Please note that shipping costs are non-refundable. Return shipping costs are paid by the buyer.

Refunds

After receiving and inspecting the item, funds will be refunded within 7–10 business days to the same payment method.

Exchange

You can exchange an item for a different size or color — subject to availability in stock. Shipping costs are paid by the buyer.

What cannot be returned

  • Items with traces of wear, washing, or dry cleaning
  • Items without tags or original packaging
  • Underwear, swimwear, bodysuits
  • Custom orders
  • Gift certificates

Refunds

After the return arrives at our warehouse, processing the request and issuing the refund takes up to 10 business days. As soon as the return is accepted, we will send you a confirmation email.

The time it takes for the funds to be credited may vary depending on your payment method:

If you have received confirmation of a refund but the funds have not yet appeared in your account, please contact your bank. If the bank cannot trace the transaction, please contact our support team.

If you have any questions about the return or exchange process, please contact our support team: customercare@esden.com.ua.