Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We want the return process to be as smooth and straightforward as possible.
To start a return, please contact us at support@ermoleve.com and include your order number. Our team aims to respond within 24–48 hours, Monday to Friday.
How to return your order
Step 1: Email support@ermoleve.com with your order number to request a return.
Step 2: Once your return request has been reviewed and approved, we will send you a return shipping label along with full instructions.
Step 3: Carefully repackage your item(s), ideally in the original packaging.
Step 4: Print the return label provided and attach it securely to your parcel or show the QR code in the post office.
Step 5: Drop the parcel off at your local post office and keep your proof of postage until your return has been fully processed.
Step 6: Once your return has been received and inspected, your refund will be processed in accordance with our return policy.
Please note:
- Items sent back without first requesting a return will not be accepted.
- For UK returns, an £8.50 return handling fee will be deducted from the refund amount.
Damages and issues
Exceptions / non-returnable items
We want you to be completely satisfied with your purchase. To qualify for a refund, please ensure that your item remains in its original condition, unworn or unused, with all tags attached, and in its original packaging. Additionally, proof of purchase, such as a receipt, is required.
Please be aware that clearance sale items and earrings, due to hygiene reasons, are not eligible for returns or refunds. All sales of these items are final.
Furthermore, customized or engraved pieces are non-returnable unless errors have occurred on our part. We strive for accuracy and quality in all our products, and if mistakes are made, we will gladly rectify them.
Items purchased during promotions
Items acquired through promotional offers, such as Free Item Threshold Spend promotions, require specific return procedures. For purchases made during any of our Free Item promotional periods, including those offering free items on orders over £150, all items must be returned to qualify for a refund.
Alternatively, you have the option to retain the item you wish to keep by deducting its retail price from the refund amount. Another option is to receive a gift card equivalent to the total value of your order.
Exchanges
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@ermoleve.com