Refund policy
Returns & Refund Policy
At Esemele, we want you to be fully satisfied with your purchase.
Return Window
We offer a 14-day return policy in accordance with EU regulations.
You have 14 calendar days from the date you receive your order to request a return.
Eligibility for Returns
To qualify for a return, items must:
- Be purchased within the last 14 days
- Be unworn and unused
- Be in original condition
- Include all original tags and packaging
- Include proof of purchase
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
For hygiene reasons, we do not accept returns for:
- Underwear
- Worn or washed items
- Damaged or dirty items
- Items without original packaging
- Custom or personalized products
Return Instructions
To return an item:
- Contact us with the items you wish to return:
📧 info@esemele.com - Wait for our confirmation email – you will receive return instructions and a return form.
- Fill out the return form.
- Send the item to the parcel terminal:
📍 Vilnius, Aukštaičių g. 7
⚠️ Items sent without prior approval will not be accepted.
Return Shipping
- Return shipping costs are the responsibility of the customer
- We recommend tracked shipping
- We are not responsible for lost or damaged returns
Damages & Issues
If you receive a damaged or incorrect item, contact us immediately:
📧 info@esemele.com
Exchanges
We do not offer direct exchanges.
Please return the item and place a new order.
Refunds
Once we receive and inspect your return:
- We will notify you of the result
- Refunds are issued within 10 business days
If you haven’t received your refund within 15 business days:
📧 info@esemele.com