FAQs

1. Ordering online

1.1 What do I do if I have forgotten my password?

First of all, you should consider being checked by the doc. After that, you can press on My account/ Sign in/ Forgot your password? and an auto-generated password will then be sent to your registered email address.

1.2 I've been looking for product X in size Y all over planet Z but still can't find it. Any chance you guys will be releasing more or have any at the warehouse?

Wow! You must really love Edmmond. Great! If you’ve looked all over Planet Z and checked with your local retailer and still haven’t had any luck then contact us using the contact form and we will do one last sniff around the warehouse especially for you.

1.3 How will I know if my order has been placed correctly?

When you place an order on edmmond.com an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please say hi to our customer care team at customer@edmmond.com and we will send you the order details.

1.4 How can I cancel my order?

You can not cancel an order once it's been placed, but check out our returns & refunds policy if you wanted to make any changes to your order. If you need more information please contact us at customer@edmmond.com

1.5 I've added the incorrect shipping adress.

This happens more often that you think, which really surprises me. Please send an email to customer@edmmond.com with the full details of your order (number, name etc.) and we will fix it for you.

1.6 Can I add additional products to an existing order?

Once an order has been placed, you are unable to add items to an existing order. If you would like to order an additional item, please place a separate order through our online shop site.

1.7 How do I know if an item is in stock?

All items are in stock unless “Sold Out” is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, add it to your Wish List so you may save and view it at any time. You will be notified once it is back in stock.

2. Shipping and delivery

2.1 How do I track my order?

You can login into your account and view the status of your order. Please allow up to 3 business days for your order to be processed. If you have concerns please contact us at customer@edmmond.com

2.2 How many days does it take for my order to arrive?

For national deliveries inside of Spain it will take 2 to 3 working days. For international shipping, from 5-7 days.

2.3 How do I collect my order?

You can either collect it in your favorite store or have it sent to wherever in the world you are right now.

2.4 Can I collect my order in store?

Yes you can. And we will be very happy to see you!

2.5 Does Edmmond ship internationally?

Yes it does. Anywhere in the world, and we love travelling so please take us to the most exciting places! International shipping is free for orders over 130€ and it takes 5-7 workings days to reach it's final destination.

2.6 To which countries do you ship?

To all the countries where you want to take us. So please, do!

2.7 How much do I pay for shipping?

For national deliveries in Spain, shpiping is free for orders over 55€ (except for the Canary Islands). For those under you have to pay 5.95€ for the expenses. International deliveries are free for orders over 130€ and cost 14.95€ for those under.

3. Payment and Promotions

3.1 How do I use a promotional or discount code?

If you have an Edmmond promotional code, you will be able to enter it right before checking out. You will notice at the point of confirming your order ('4. Confirm Order') there is a check box saying 'I have a discount coupon', click it and add your coupon code. If it's valid, the discount will be applied in the order summary.

3.2 What payment methods does Edmmond accept?

Edmmond accepts payment by credit card and PayPal.

3.3 Is it safe to use my credit card at the Edmmond online store?

Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy section

3.4 In which currency will my purchase be made?

In Euros.

4. Returns and exchanges

4.1 How do I return an item?

Within 14 days of order receipt. The item must be unworn, unaltered and with all tags attached. You can return your items visiting any of our stores, but keep in mind that for online orders you can only change size at the stores (for changes of model or color, do it online.) Please bring your item along with the order confirmation or ticket. Our great team will send your item to our offices for inspection, after which, credit will be automatically applied to the card you originally used as payment method within 15 business days.  Visit any of our two Madrid stores: c/ Claudio Coello, 21 c/ Fuencarral, 74. Or our Valencia store: c/Conde de Salvatierra, 29. You can also exchange your item through our online store in 3 easy steps: 1. Email us at customer@edmmond.com indicating your order number and if your order includes more than 1 item the one you want to return. You can also give us a call +34 91 522 22 202. Prepare the package. You can use the original shipping box or any box that is secure. Complete de return/exchange form and place it on a visible spot.3. We will send a courier to collect your unwanted item.For international orders, please send the parcel with any courier at your own cost to our office:Camino Seseña Nuevo S/N Nave 345223. Seseña, Toledo.918 607 397 Friendly reminder: we don't accept returns/exchanges of our underwear so be careful with the size you choose - it does matter.

4.2 How do I exchange an item?

The easiest way to exchange a product is visiting one of our stores. You’ll need to bring the item you want to exchange along with the receipt or order confirmation. The item must be unworn, unaltered and with all tags attached.Please remember that for online orders you may only change size at the stores. For color or model exchanges you will have to do it online too.Visit any of our two Madrid stores:c/ Claudio Coello, 21c/ Fuencarral, 74Or our Valencia store: c/Conde de Salvatierra, 29You can also exchange your item through our online store in 3 easy steps:1. Email us at customer@edmmond.com indicating your order number, the item you want to exchange and the item you want to receive. You can also give us a call +34 91 522 22 202. Prepare the package. You can use the original shipping box or any box that is secure. Complete the return/exchange form and place it on a visible spot.3. We will send a courier with your replacement item and he will collect your unwanted item too.For international orders, please send the parcel with any courier at your own cost to our office:Camino Seseña Nuevo S/N Nave 345223. Seseña, Toledo.918 607 397 Friendly reminder: we don't accept returns/exchanges of our underwear so be careful with the size you choose - it does matter.

4.3 I have received a faulty product, what should I do?

First of all, we're really sorry! We are still learning from our mistakes. Let us know at customer@edmmond.com, adding your order number, name and what the problem is with your order. Anyway, check out our returns & exchanges policy right on top of this.

4.4 Will I be refunded for the full amount of my order?

Yes, you will be fully refunded for the amount of your order (except for the delivery expenses). Refunds will take approximately 15 business days from the day we receive your return package and form. If there is a problem with your refund we will contact you directly to resolve your problem. If for any reason after 30 days you still have not received the refund, please contact your bank. After this, don’t hesitate to contact us for further assistance at customer@edmmond.com

4.5 How long do I have to exchange/return my order items?

You can exchange your product for another within 30 working days of order receipt. If you want to return it you have 14 working days from order receipt.

5. Customer Service

5.1 How do I receive the latest information from Edmmond Studios?

Suscribing to our newsletter and following us on social media (@edmmond ; fb edmmond studios). We love making new friends!

5.2 How do I change my user details?

On 'My Account' you fill find 'Account details'. Press there and follow the instructions.

5.3 How do I contact Edmmond's customer team?

Say hi to us at customer@edmmond.com we are happy to solve any of your doubts. Or call us at: +34 915 222 220