Frequently Asked Questions

Yes. You have 14 calendar days from receiving the parcel to return your order, without telling us why, and we refund the full amount you paid, including the standard delivery charge. If you would rather, we will exchange it for another size or style instead, subject to available stock. The condition is that the item is unworn, unwashed, still tagged, and that the protective hygiene strip is intact.

Every piece is delivered sealed with a protective hygiene strip. You can try the item on without removing it, exactly as you would in a shop — trying it on does not affect your right to return it. Once the strip is removed the item can no longer be returned or exchanged, for reasons of health protection and hygiene. We suggest trying it on before you take the strip off.

Within 14 calendar days of our receiving the returned item at the latest. If you paid by card, the money goes back to the same card. If you paid cash on delivery, we refund you by bank transfer to an account you give us.

Return postage is yours, with one important exception: if the item is faulty, was damaged in transit, or we sent you something other than what you ordered, every return cost is ours and you choose between a replacement and a full refund.

Write to hello@essera.md with your order number and a few photographs. For transit damage, tell us as soon as you can, ideally within 48 hours, so we can raise a claim with the courier — but your rights over an item that is not as described are given by law, are independent of the 14-day window and of the hygiene strip, and are not lost after 48 hours.