Before sending an email to our department make sure you check all the questions below. These are our frequently asked questions and you may find an answer or a solution here faster.
If none of the answers below don't help you simply use our Contact Form at the bottom of this page, or send a direct email at email@example.com, including your Full Name, Order Number (if any), and your question/s or information about your case.
DO YOU OFFER INTERNATIONAL SHIPPING?
We sell mainly in the USA but we also operate globally and ship worldwide to all major destinations right from our warehouses or private suppliers we are working with.
HOW LONG WILL IT TAKE TO GET MY ORDER?
Our current handling time is 2-5 working days, depending on the period.
The average arrival time is 12-25 working days. Be aware that any order can, however, take up to 30 working days or more (extremely rare cases), but is mainly depending on your location, the product, and the period of the year.
Please allow an extra 10 days during the busy Christmas period. We are trying our best to keep up with the orders during the busy holiday seasons. Some orders are expected to have a little delay during this kind of season.
CAN I CHANGE OR CANCEL MY ORDER?
We start working on your order as soon as we get it, so we don't guarantee that we can make any changes or modifications to an order after it has been placed and confirmed, and we reserve the right to decline any order cancellation for ANY reason but this factor depends mainly on your response time.
We usually accept order cancellations only within 12 hours since the payment has been made, excluding high-demand products.
We cannot proceed with cancellation if your order contains high-demand products that are getting a lot of traffic, purchases, and volume because our team starts working on every order immediately, so we can keep up with the volume and ship the packages as fast as possible.
WHERE’S MY ORDER?
If your order seems to be taking longer than anticipated, as well as for any questions about shipping or tracking, please contact our support at firstname.lastname@example.org or use the Contact Form below, including your Full Name and Order Number.
I ORDERED MORE THAN ONE ITEM BUT I ONLY RECEIVED ONE?
Please consider that it's just a usual process. The reason behind is because we ship all of our items in different packages for safety and security reason, as well as to avoid customs taxes for our customers located in some countries.
We also have multiple warehouses located in different parts of the world and we are working with private suppliers to offer you the best quality and prices than other competitors, so it's a normal process to receive the packages separately and maybe a few days apart if you ordered two or more different items.
If you have received only one item from your order but purchased two or more, please be patient, the other/s are on the way and expected to arrive soon. For any questions, please don't hesitate to contact our support team at email@example.com.
CAN I GET TRACKING INFORMATION?
Absolutely. If you have already placed an order you should be expecting our Shipping Confirmation email which is sent within 2-5 days and which also contains your tracking link and number.
If you can't access your email or for some reason, you gave us a wrong email, please contact us at firstname.lastname@example.org including your Full Name and Order Number.
Once you have your tracking number/s you can track your order/s on our Track my Order page.
WHAT IS YOUR RETURN POLICY?
For manufacturing defects, or if the product isn't as described, the respective item/s can be refunded within 10 days since the delivery of your package. If 10 days have gone since your product/s arrived at the destination address, unfortunately, we can’t offer you a refund or an exchange.
To be eligible for a refund, your item must be unused and in the same condition as you received it. For your return inquiry to be accepted, we require proof of shipping which contains information about the returned package and also a Tracking Number of the parcel.
Firstly, please send us an email directly to email@example.com including your Full Name and Order Number to notify us that you'd like a refund or an exchange, or simply use our Contact Form at the bottom of this page.
If you have received a refund, your payment should now appear in your PayPal account. If you paid with a Credit Card, your bank will process the refund and should appear in your account within 7-14 days.
For more information about refunds/returns/exchanges, please view our Refund Policy.
WHAT SHOULD I DO IF I RECEIVE AN ERROR MESSAGE WHEN TRYING TO PLACE AN ORDER?
Check to see if you’ve properly filled out all details including your Full Name, Email, Full Shipping Address, Phone Number, and also your Payment Details.
If you have issues with your Credit Card we recommend you double-checking the details and trying again or to call your bank as your Credit Card might have a spending limit. The best and fastest method is to simply use another Credit Card for your order.
If you are still having issues, please contact us immediately at firstname.lastname@example.org.
WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?
As soon as your order is placed, you should receive our Order Confirmation email within 1-3 minutes.
If you paid with PayPal, please make sure to also check the email address associated with your PayPal account. You should also be checking your Spam and/or Promotions Folder from your email.
If you have still not received any email/s from us please send an email at (SUPPORT EMAIL) including your Full Name and Order Number, or simply use the Contact Form at the bottom of this page.
IS IT SAFE TO SHOP ON ERMESSEA.COM?
Absolutely! All of your payment information is kept safe and secure. Our customers can pay their order either with a Credit Card or a PayPal Account.
We process all the payments through two well-known third-party payment systems called PayPal and Stripe. Keep in mind that we don't even see, have access or hold any of your payment information.
Our website is designed for fast and secure ordering. Each customer benefits from our Buyer Protection and each order comes with its Tracking Number.
Our checkout it's using secure socket layer technology (SSL Enabled) and it's trusted by all major web browsers. When checking out, all of your payment information is kept safe and secure.
The only information we receive is your name, delivery address, and email.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Currently, we accept Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal.
WHAT IF I RECEIVE A DAMAGED ITEM?
This doesn't usually happen but please contact our support immediately at INFO@ERMESSEA.com including your Full Name and Order Number, or simply use the Contact Form at the bottom of this page.
CAN I PLACE AN ORDER WITHOUT REGISTERING?
Absolutely. We are 100% transparent and space-free with our customers.
WHAT'S THE AVERAGE PROCESSING AND SHIPPING TIME?
Not all of our inventory is stored in a single place. We are working with multiple designers and private suppliers from Europe and the United States, so we can offer you the best quality and prices than our competitors, and we also own three warehouses in different parts of the world.
When you purchase multiple products in a single order, please be aware that your products may arrive in different packages and maybe a few days apart.
USA, UK, CANADA & AUSTRALIA:
Please be aware that any order can, however, take longer to arrive depending on your location.
NOTE: The process can take a little longer for high-demand products, and also during the busy Christmas period.
DO I HAVE TO PAY CUSTOMS & TAXES ON MY PACKAGE?
Please be aware that any shipment may be subject to import duties and/or taxes applicable to your country or to the country you're shipping to. You will be responsible for these additional charges that incur customs clearance when your package reaches your country.
Unfortunately, ERMES has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customs office for further information.