Please note that Erstwilder HQ will be closed from December 21st through to January 7th. Any returns sent during this period will be received on January 7th and processed within 3 days of our return.
To return an item you’ve ordered you will need to request a pre-paid returns label.
To do so, please email us at email@example.com with ‘RETURNS’ in the subject line and be sure to include your contact details, order number and reason for the return in the body of the email. If the return is due to a product fault please also include a photo of the item.
Wait for a reply from our team. And don't worry, we'll get back to you as quickly as possible. If we receive your email by 1:00pm Monday - Friday you'll hear back the same day.
For all approved exchanges or returns we will issue you with a pre-paid returns label which you will receive via the email address entered when placing your order. You can print and take it along to the post office to send your return.
Once the return is received at HQ it will be reviewed and after being cleared you will receive a refund for the purchase price. If the return is for a change of mind you will be refunded the product value less any associated shipping charges (original and return shipping) but with our pre-paid return labels you'll be getting the lowest possible shipping rates. Unfortunately, we are unable to offer change of mind return labels for international customers.
We endeavour to process refunds as soon as they are received but please allow up to 3 business days for returns to be processed. You will receive an email notification of any refund once it has been processed.
We recommend using a traceable delivery method and taking note of your tracking number. We cannot be held responsible for lost returns.