FAQ
1) Where do you ship?
We ship to countries and regions available at checkout.
Delivery availability may vary by product, address, carrier, and current store configuration. If your country or address cannot be selected at checkout, we are not able to deliver that order at the moment.
2) Where do orders ship from?
Most orders ship from our China warehouse.
3) How long does processing take?
Orders are usually processed within 1–2 business days, Monday to Friday. Orders placed on weekends or public holidays begin processing on the next business day.
4) How long is delivery time?
After dispatch, typical transit time is 9–16 business days, depending on destination and carrier conditions.
The typical total delivery time is 10–18 business days, including processing and transit.
Delivery times are estimates and may be affected by customs processing, weather, public holidays, carrier delays, local delivery conditions, or other circumstances outside our control.
5) How much is shipping?
Shipping fees are shown at checkout before payment.
Current Portugal shipping rate:
Portugal: €6.89 per order
Any promotional shipping offers or discounts shown at checkout will apply if eligible.
6) What currency will I be charged in?
The currency shown at checkout is the currency you will be charged in.
For Portugal orders, prices are shown and charged in EUR (€).
7) Are taxes included in prices?
For Portugal orders, applicable VAT is included where required.
Any required taxes, duties, or fees for supported destinations will be shown at checkout where required or handled according to applicable law and checkout settings.
8) Will I receive tracking?
Yes. Tracking is available for shipped orders.
Once your order has been dispatched, you will receive tracking information by email or through the order tracking page where available. Tracking updates may take 24–48 hours to appear after dispatch.
9) Can I change or cancel my order?
If your order has not yet entered processing or shipping, we may be able to help.
Please email support@esdeepee.com as soon as possible with your order number and requested change.
Once an order has been processed or dispatched, it can no longer be canceled and must follow the standard return process.
10) I entered the wrong address. What should I do?
Email support@esdeepee.com immediately.
If the order has not shipped yet, we may be able to update the address.
If the order has already shipped, we may not be able to change it. If the parcel is returned to us as undeliverable, reshipment charges may apply.
11) Do you accept exchanges?
No. Esdeepee does not offer direct exchanges.
If you need a different size, color, or variant, please return the original item if it is eligible and place a new order.
12) What is your return window?
We accept eligible returns within 30 days of delivery for orders delivered to countries or regions supported by our checkout at the time of purchase.
Returned items must be unused, unwashed, and in their original condition with all original tags and packaging.
13) Who pays for return shipping?
If we make a mistake, such as sending the wrong item, wrong size, wrong color, or if the item arrives damaged or defective, we will provide a return label at no cost after verification.
If the return is customer-initiated, such as ordering the wrong size, color, or variant, or changing your mind, the customer is responsible for return shipping. You may use your own trackable shipping method or request a prepaid return label from us, where available.
If we provide a prepaid return label for a customer-initiated return, the label cost may be deducted from the refund.
Current Portugal prepaid return label deduction:
Portugal: €6.89
14) How do I start a return?
Email support@esdeepee.com with:
- your order number
- the item you want to return
- the reason for the return
- photos, if the item arrived damaged, defective, or incorrect
If your return is approved, we will send return instructions and, where applicable, a prepaid return label.
15) When will I get my refund?
Approved refunds are issued to the original payment method used at checkout.
Refunds are typically processed within 7–10 business days after we receive and inspect the returned item. Your bank, card provider, or payment service may require additional time before the refund appears in your account.
If a prepaid return label fee applies, it will be deducted from the refund amount.
16) What items are not returnable?
The following items are not eligible for return or refund, unless required by applicable law:
- Final Sale items
- gift cards
- digital or downloadable products, if offered
- used, washed, worn, altered, damaged, or incomplete items
- items that cannot be returned for hygiene or safety reasons once opened or used, where clearly stated on the product page
17) My tracking says “delivered,” but I did not receive my parcel. What should I do?
Please first check with household members, neighbors, building reception, or your local delivery office.
If you still cannot locate the parcel, email support@esdeepee.com with your order number and we will help review the issue.
18) Do you make medical or guaranteed-performance claims?
No. We do not make medical claims, and we do not guarantee specific personal results.
Product descriptions are intended to describe features, materials, size, fit, care, and what is included.
19) What payment information do you store?
Payments are processed through secure third-party payment providers.
We do not store full payment card details on our own servers.
20) How do you use my data?
We use personal information to process and fulfill orders, provide customer support, operate the website, process payments, prevent fraud, and comply with legal obligations.
Please see our Privacy Policy for full details.
21) Do you offer partial shipments?
Yes, in some cases.
Orders containing multiple items may be shipped in separate packages depending on availability, packaging, or logistics. If this happens, tracking may be provided separately for each shipment.
22) How do I contact support?
Email support@esdeepee.com.
We aim to respond within 24–48 business hours.