If, under rare circumstances, you have received a defective or faulty item, the quickest solution is to go to one of our stores in the same market where you purchased the item.
Once in the store, an attendant will check the condition of the garment. In the event that the defect is confirmed and the store has the item in stock, we will exchange or return the item according to your preference and the store stock.
If you do not have a store near you, we suggest you contact our Customer Service Department.
You can exchange an item purchased on our website only in one of our stores, within 30 days from the date of the shipment confirmation and in the same market where you made the purchase. The exchange will be possible as long as it is an exchange for the same item (same reference number), by colour and/or size, it is in perfect condition, the price has not changed and the store has the item in stock.
With the Eco-Receipt it will no longer be necessary to print and physically submit the purchase receipt; instead you can show the Eco-Receipt with a QR code from your email or through our APP.
If you prefer to return an item from home, you must request a collection from your account. In the “My Orders” section, select the order you want to return and click on “Do you want to return the Order?”, selecting “At Home”.
It is not necessary to include the order receipt by selecting the items you want to return; you need only select the items from “My Account”, when you request the “Home Return”. After this step, you must prepare the items in the original box of the order.
After verifying all the details, we will send a courier to collect your package. At the time of collection, our courier will identify your order with a label allowing us to track your return.
IMPORTANT: Should you want to return items from several orders (or more than one order), it is essential that you request collection for each one and according to the number of boxes you wish to return. ESLA is not responsible for returns of items purchased in different orders and/or returned with the request for collection of a different order. If you decide to return your order by any means other than those indicated by us, we consider that it is your responsibility and you must bear the direct cost of returning the goods. In addition, together with the products, you must include a printed copy of the electronic receipt that comes attached to the Shipping Confirmation.
If the amount of your refund is incorrect, please contact our Customer Service department, and we will resolve the problem as soon as possible.
Please remember that ESLA reserves the right to reject returns communicated or sent outside the set period and those containing garments which are not in the same condition as when they were received.
In general, if you need to return an online order, we recommend that you do so quickly and easily by going to one of our stores in the same market where it was purchased.
Once you are in the store, the person in charge will make the return and give you a document confirming it. We recommend that you keep this document. Upon completion of the return, you will also receive a return confirmation email.
You must have the receipt for any exchange or return. With the Eco-Receipt it will no longer be necessary to print and physically submit the purchase receipt; instead you can show the Eco-Receipt with a QR code from your email or through our APP
Refunds will be made using the same payment method used to process the order in a maximum of 14 days, depending on your bank and the method of payment used.
In the case that you selected the COD payment method and Home Return returning option, the refund will be done in a e-voucher that will be sent directly to the e-mail you provided when making the purchase. With this card you can make purchases on MassimoDutti.com always in the same country where the card is issued.
Returns at ESLA are always free, and the return deadline is 30 days from the shipment confirmation date.
You cannot exchange or return articles of underwear, swimsuits without hygienic sticker, earrings, hosiery or socks. The garments must be in perfect condition (not used, not washed, with their inside and outside labels still attached, without repairs and with their corresponding purchase receipt).
Returns must always be made in the same market where the purchase was made. Under the aforementioned terms, you can return an item at one of our stores or requesting a home collection from your account on our website.
ESLA reserves the right to refuse returns outside the time limit, if the garments are not in the same condition in which they were sent and/or if they do not comply with our return conditions. We may withhold reimbursement until we have received the goods or you have supplied evidence of having sent them back.
IMPORTANT: Should you want to return items from several orders (or more than one order), it is essential that you request collection for each one and according to the number of boxes you wish to return. ESLA is not responsible for returns of items purchased in different orders and/or returned with the request for collection of a different order.
When selecting a delivery method not provided for in our return conditions, we consider that it is your responsibility and you must bear the direct cost of both shipping and the product in the event of loss.
