RETURNS & REFUNDS

What products can I return?

Click here to see the categories of products that can be returned.

What are the conditions for my return?

-If the product is not as you expected/not as advertised; or
-If you do not want the product anymore. Then the product must be returned unused, in its original packaging and with all seals & tags intact
-If the product is damaged at arrival, defective at arrival or counterfeit; or
-If your fashion product is the wrong size. Then the product must be returned in its original packaging. All accessories, tags and free gifts must also be returned.

How can I return my product?

Step 1: Log your return request
Go to Returned & Exchanges and complete the form by clicking here.
Step 2: Pack your product
All items must be returned in their original packaging
Include all tags, accessories or gifts you received
Step 3: Return your product
If you requested a pickup, we will contact you to arrange a pickup time.
If you selected a drop-off EZMOLA FULFILMENT CENTER (EFC), please drop your package at your selected drop off EFC following the given instructions (no shipping charges will apply).

How long do I have to initiate my return?

You can initiate your return within 5 or 10 days of delivery. For example, if you received your order on the 5th, then have until the 10th to request a return.

When can I get a refund?

You can request a refund if:
You cancelled a prepaid order
You rejected a prepaid order
You returned an order within EZMOLA MARKETPLACE's 5 or 10-day return policy

How will I get my refund?

To process your refund, you have the option to request a refund via EZMOLA MARKETPLACE Refund Voucher, EZMOLA MOBILE MONEY or Bank Transfer.

How long would it take to get my refund?

Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, provided the return is matching the returns conditions.

How can I track my return?

If you requested a pickup, we will send you a tracking number by SMS after the pickup has been arranged. You can then follow your return by entering the tracking number here. Please don't hesitate to contact us here, if any issues.

I received something I didn't order. What now?

We apologize for this error. When possible, please verify the item delivered by our delivery agent and reject if it doesn't match what you ordered. If you were unable to check the item on delivery, not you worry, you can return it within 5 or 10 days (see information about the return policy).

Do I also get refunded the delivery fees when returning a product?

The refunded amount will include the Delivery fees amount you were charged.

Do I have to pay for shipping charges when I return a product?

No. There are no charges for shipping a product back to EZMOLA MARKETPLACE.

Do I have to return all products in my order?

No. You do not have to return your whole order. You can return certain product(s).

What if my returned item is not cleared for refund?

If your return is not cleared for refund, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Please note that we will make 2 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 60 days.

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 5- or 10-days return period. You can reach our team for further questions at contact us here.
If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

I have not received my card refund reversal yet. What do I do?

Please, rest assured that your card will be credited within 10 to 12 working days after the acceptance of your return. If this is not the case, do not hesitate to contact us here.

I have not received my refund amount in my bank account yet. What do I do?

Please, rest assured that your bank account will be credited within 10 to 12 working days after the acceptance of your return. If this is not the case, do not hesitate to contact us here.

Can I exchange my item rather than get a refund?

You will have to return your product within the 5 or 10 days after the delivery and place a new order when it becomes available again. Please do not hesitate to contact us here, we will offer the closest available substitute of the product to you.

What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 5 or 10 days after the delivery, and place a new order when it becomes available again. Please do not hesitate to contact us here, we will offer the closest available substitute of the product to you.

I have requested for my product to be returned. What happens now?

We will arrange a pick-up at your convenience within 48 hours after you submit your return request. Alternatively, you can drop-off the item at one of our drop off points. We will immediately initiate your refund once your package has passed our Quality Evaluation Check.

If I request for a replacement, when will I get it?

It will take between 5 and 15 days to send you the replacement depending on your product and location. Please refer to the product page on https://shop.ezmola.com/ for further information about delivery time.

What happens when my returned product is received back at EFC?

Once your product is received, we carry out the checks necessary to ensure that the returned item fulfills the required conditions. Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, if the return is matching the returns conditions.