DELIVERY & RETURNS
* We will notify you once your order is ready to be picked up - up to 3 working days.
RETURNS
In case you wish to return your order or part of it, you can do so within 28 days from the day you received your order by logging a return request in our Returns Center here. For assistance using the Returns Center please contact the Customer Support Team by e-mail at eraeshopcs@ermes.com.cy.
To return your products or items please save your order confirmation e-mail and order number.
For your return to be processed, a Return Request needs to be logged in the Returns Center. If a return request has not been created following the below steps, the return will not be accepted for review until it has been completed.
HOW TO MAKE A RETURN REQUEST
1. Login to the Returns Center Here
2. Enter Your Order Number and the e-mail address used to make your order.
3. Once logged in, you may select the items you wish to return and the reason of return for each item.
4. Upload images of the items you wish to return (if needed).
5. Once your return request has been submitted, you will receive and e-mail with further return instructions and the ERA Department Stores that accept returns.
6. Once the items have been returned to us, you will receive a confirmation e-mail that the goods have been received and a refund will be issued within 14 days of receiving your return.
ITEMS ELIGIBLE FOR RETURN
Returns can be accepted only for products that were purchased through www.eshop.era.com.cy
Products can be returned provided that the merchandise is in perfect condition, unused, unopened and undamaged in its original packaging. Furthermore, the product must not have been unpacked (the plastic warp has not been removed and is in its original closed or sealed packaging, with accessories, instructions, etc.) and if an item that is being returned also came with a promotional gift, this must also be returned in the same condition.
We reserve the right to reject any items which following its return, has been inspected and does not comply with the above requirements.
eGift Cards are non-refundable or returnable.
For Health & Hygiene reasons the following products are NOT eligible for return:
Items that are not sealed, Eyeliners, Mascaras, Lip Glosses, Brow Mascaras, Nail Polishes (Base Coats, Top Coats, Nail Treatments, Eye lashes, Eye Lash Curlers, Nail Files, Nail Clippers, Nail Scissors, Hair Grooming Scissors, Lip Liners, Brow Pencils, Hair Colorants, Deodorant, Shaving Tool Sets.)
RETURNING A FAULTY or WRONG ITEM
To return / replace defective products, you must follow the same Return process of non-defective products and inform our Customer Support Team. Please also include images of the items in your Return Request.
PACKING RETURNS
Please make sure all return items are packed in the original packaging that the item(s) have been sent to you or in a secure package that will ensure the items arrive undamaged. The products must be returned in their original condition and you must ensure that the products have not been opened or used. Please also include your order number in the returns package.
When you receive your order, please check the package for any damage that may have occurred during transport. It is normal for the shipping package to have some wear and tear during transportation, however if you notice damage to the products in your order, please keep the box, packaging materials and contents and contact Customer Support as soon as possible at eraeshopcs@ermes.com.cy by sending your order number and images of the damaged items.
RETURNING PRODUCTS
Once your return request has been submitted, which is evidenced by the email confirmation, you will be able to return your items at one of our Department Stores free of charge.
If you want to return an item that has been gifted to you, the customer who made the purchase will have to follow the Returns procedure as described above and will be the recipient of the refund.
RETURNS FOR AN EXCHANGE
It is not possible to exchange an item bought through the ERA e-shop. If you wish to replace the item you have purchased with another item, please follow the Returns Process mentioned above and place a new order with the products you desire.
REFUNDS
- ERA e-shop shall take all reasonable measures to complete refunds for eligible returns to the original payment method of the order within 14 days of receiving the goods.
- The time needed for the funds to appear in your account can vary and is determined by the issuing bank. Please contact your bank for more details.
