Refund policy

At ESVAE, we are committed to customer satisfaction. If you receive a damaged or incorrect product, we offer a clear and simple process for returns or replacements.

10-Day Return Policy for Damaged or Incorrect Items

If you receive a defective or wrong item, you have 10 days from the delivery date to request a refund or replacement.
You must provide photos and videos clearly showing the issue.

All requests must be sent to info@esvae.com.

After 10 days, no refund or replacement can be issued.
Refunds are provided only for damaged, defective, or incorrect items.

Return Rules for Clothing and Apparel

(including clothing, shoes, and Halloween costumes)

Conditions

Returns are accepted only if the item is unworn, unwashed, in its original condition, with original tags and packaging.
All returned items will be inspected. Items showing signs of wear, damage, or use will be refused.

Return Shipping Costs

Return shipping for clothing, costumes, and similar items is the customer’s responsibility.
Esvae does not provide prepaid labels and does not cover return shipping fees, except for defective, damaged, or incorrect items.

Size Responsibility

Returns for size issues or personal preference are not accepted if the delivered item matches the order.
Please carefully review our size guide before placing an order.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (food, flowers, plants)
  • Personalized or custom products
  • Personal care items (beauty products, etc.)
  • Hazardous materials, flammable liquids or gases
  • Sale items or gift cards

Note: Returns are accepted only for defective, damaged, or incorrect items, with photo/video proof.
Refusing a package upon delivery is not a valid reason for a refund.
Shipping fees (shipping protection, eco-delivery, etc.) are non-refundable. Only the product cost can be refunded.

Incorrect Address

Customers must provide accurate shipping information.
Orders that cannot be delivered due to an incorrect address will not be refunded.

Lost or Stolen Packages

ESVAE is not responsible for lost or stolen packages confirmed as delivered.
No refund will be issued for such cases.

High-Demand Seasons

During peak periods such as Halloween or Christmas, shipping times may be affected.
Once shipped, ESVAE is not responsible for delays caused by carriers, customs, or external factors.

No refunds or returns are provided for delivery delays during these periods.
We recommend ordering in advance.

14-Day Right of Withdrawal (European Union)

For orders delivered within the EU, customers have the legal right to cancel or return the order within 14 days, without providing a reason.
The item must be unused, unworn, unwashed, with original tags and packaging, and accompanied by proof of purchase.

Return shipping costs are the customer’s responsibility, except for defective or incorrect items.

Excluded items:

  • Perishable goods
  • Personalized products
  • Personal care items
  • Hazardous materials
  • Sale items or gift cards
  • Made-to-order items
  • Hygiene-sensitive products (underwear, lingerie, etc.)

How to Start a Return

Before sending anything back, contact info@esvae.com.
Do not return items without prior approval — they will not be accepted.

Refunds

Once your return is approved, the refund will be issued to the original payment method within 15 business days.
Bank processing times may extend when you receive the funds.

If you haven’t received your refund after 15 business days, contact info@esvae.com.

Full Acceptance

By placing an order on ESVAE, you acknowledge and accept all terms of our shipping, return, and high-demand policies.
This includes rules regarding delivery times, customs fees, and lost/stolen packages.
By completing your purchase, you waive claims related to delivery delays or additional transport charges.

Customer Support Hours

Monday – Friday: 9:00 – 19:00 (CET)

We reserve the right to modify this return policy at any time.