ESTOREHOUSE | F.a.q

F.A.Q.

Find answers to frequently asked questions.

•ACCOUNTS AND CONTACTS•

Being an Emember of Estorehouse means you have access to confidential discounts and promotions.
To become an Emember you must make your first purchase and register on the website or through our partner stores in the territory.

WHAT IS EMEMBER CARD?

The Emember Card is the Estorehouse digital card in your account that allows you to have the same discounts and promotions reserved at our partner stores.

HOW CAN I RECEIVE THE EMEMBER CARD?

The Emember Card is totally free of charge and will be automatically generated to you after 24h after you register at our partner stores or make your first online purchase.

CAN I DELETE MY ACCOUNT?

You can decide to delete your account at any time.
To do so, you need to log into your account click the " Delete my data" item and send your request.

Please note that this is an irreversible process that will no longer give you access as an "Emember" customer and as a result you will lose entitlement to discounts and reserved promotions.

HOW CAN I CONTACT YOU?

To contact us you have several channels at your disposal:

WhatsApp: +39 3426143020 Monday through Friday from 9:30 a.m. to 5:30 p.m. (excluding holidays)
E-mail: customercare@estorehouse.it

•SHIPMENTS•

HOW LONG DO I HAVE TO MAKE THE RETURN?

As per our policy, you may return your product(s) within 30 days from the date of receipt of your order.

HOW CAN I REQUEST A RETURN OR SIZE EXCHANGE?

To proceed with a request for a size exchange or return, the process is very simple:

-Login to your account;
-Click the "My Orders" item and select the "Details" item of the 'order for which you are requesting a return/size change;
-Select the item(s) you wish to return or change size and indicate the reason or new size desired and "Submit" your request.

Within the next 24 hours you will receive an email with instructions to return the item(s).

Shipping costs for size exchange/return are the responsibility of the consumer as per the "Returns and Refunds".

WHAT ARE THE METHODS OF REFUND?

We at Estorehouse, offer you two methods of refund based on your preference:

1) Refund on the type of payment used in the order excluding shipping costs which, as per the "Returns and Refunds" regulations, are the responsibility of the consumer;

2) Creation of a discount voucher equal to the value of the total amount spent with a duration of 6 months that can be used on our site (non-cumulative).

REFUND TIME

Please note that your refund will only be issued upon approval by our Quality Control team.

Keep in mind that it can take approximately two weeks between the date you send the item back to us and the date we confirm whether the return has been accepted.

Please also note that for orders paid for by Credit Card, refunds can take up to 4 weeks to show up on your statement.

HOW CAN I TRACK THE SHIPMENT?

You will be able to track the status of your shipment directly in your account within the order or via the tracking number that the contracted courier will send you.

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