FAQs

1. Ordering online

2. Shipping and delivery

3. Payment and Promotions

4. Returns and exchanges

5. Customer Service

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?

Contact us through customer@edmmond.com and we will help you to cancel the order. We are sorry to inform that if the order has already left our storage room we will not be able to cancel it immediately.

1.5 I've added the incorrect shipping adress.

Please send us an email to customer@edmmond.com with all the address information (street name, number, floor, etc.) and we will modify them.

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.

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2. Shipping and delivery

2.1 When will my order ship?

We usually ship orders within 24 hours of payment from Monday to Friday. At most, it can take up to 2 working days.

2.2 How do I track my order?

Once you've placed the order, you will receive an email with the tracking number of the logistics company in charge of the shipping. If you have any other doubts, don't hesitate to contact us at customer@edmmond.com

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

If it’s a national order, it will take between 2 to 3 working days if there are no complications. International orders take from 5 to 7 working days. It’s important to take into consideration customs control in case there is.

2.4 How do I collect my order?

You have a variety of options to pick up our order. You can request pick up at any of our stores or we can send it anywhere in the world.

2.5 Can I collect my order in store?

Of course you can. Our team will be happy to greet you and help you with anything you need. Remind you that we will let you know when we you can pick up your order at our stores.

2.6 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 from 80€ and it takes 3-5 working days to reach it's final destination.

2.7 To which countries do you ship?

We love travelling to anywhere you want to take us so please, do! We’ve already shipped to Mexico, Australia, China, Japan.. and we are thrilled to go to your country too. 

2.8 How much do I pay for shipping?

For national deliveries in Spain, shipping is free for orders over 48€ (except for the Canary Islands, Balearic Islands and Ceuta and Melilla). For those under 48€, shipping is only 4.5€ for the expenses. International deliveries are free for orders over 110€ it depends the country and cost from 12€ for those under it depends the country.

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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 Studios accept?

Edmmond Studios accepts card payments, PayPal, American Express and Apple Pay (only through Safari).

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

All the payments will be made in Euros. Edmmond Studios is a Spanish brand and the Euro is the official currency of our country.

3.5 How long does it take for a refund to go trough?

We will process your return as soon as we receive it. The refund may take 5-7 business days. If you detect that the refund is taking longer than the stated above, don’t hesitate on contacting our customer care team.

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4. Returns and exchanges

4.1 How do I return an item?

You have 14 days since the placement of your order. Remember that the product must not be used, without alterations and with all the tags in order. You can return the items visiting any of our stores. In Madrid: c/ Claudio Coello, 21 and c/ Fuencarral, 74. Or at our store in Valencia at c/ Conde de Salvatierra, 29. Our team will help you so that the return can be successfully processed and we will then go through with the refund. You can also return the product through our online store. Send us an email to customer@edmmond.com stating the order number and the items you would like to return. If you prefer, you can call us at +34 91 522 22 20. Underwear may not be returned or changed.

4.2 How do I exchange an item?

You have 30 days since the placement of your order. Remember that the product must not be used, without alterations and with all the tags in order. You can change the items visiting any of our stores. In Madrid: c/ Claudio Coello, 21 and c/ Fuencarral, 74. Or at our store in Valencia at c/ Conde de Salvatierra, 29. For online orders, we only accept size changes of the same product at the stores. To change the color or for another product you will have to send us an email to customer@edmmond.com stating the order number and the items you would like to change and the ones you want to receive. If you prefer, you can call us at +34 91 522 22 20. Underwear may not be returned or changed.

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. Send us an email at customer@edmmond.com . Please include your order number, name and what the problem is with your order. Also, check out our returns & exchanges policyin the question above.

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.

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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 to update the information provided previously.

5.3 How do I contact Edmmond's customer team?

Say hi to us at customer@edmmond.com we a will be happy to assist you with whatever you need! Or call us at: +34 915 222 220. Remember that you also have the online chat of our website.

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