Return Policy

Cooling-off period — 30 days

At Ercyel you have 30 days to change your mind after receiving your order — more generous than the statutory 14 days. Within that period you may return your purchase without giving a reason.

The hygiene exception

Sealed cosmetics whose seal has been broken after delivery cannot be taken back for reasons of hygiene. Unopened products in their original packaging can always be returned.

How it works

Email us at info@ercyel.be with your order number and the products you would like to return. We'll send you the return instructions. Return shipping is at your own expense, unless the mistake was ours (wrong or damaged product delivered) — in that case we naturally cover all costs.

Damaged or wrong item?

Check your order on arrival and email us straight away — preferably with a photo or a short video. We'll resolve it immediately with a new shipment or a refund; in most cases the product doesn't even need to come back.

Refunds

We refund at the latest within 14 days after you tell us you are withdrawing from the purchase. We may hold the refund until we have received the goods back, or until you have shown proof that you sent them — whichever comes first.

When you exercise the statutory right of withdrawal, we also refund the cost of the least expensive standard delivery option we offered for the original shipment. Extra costs resulting from a more expensive delivery option that you chose are not refunded.

Exchanges?

The quickest route: return your product and place a new order for the item you want.