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contact/FAQ
CONTACT:
GENERAL ENQUIRIES
ONLINE HEAD OFFICE
ph: 03 62232923
RETAIL STORE ENQUIRIES
ph- 03 62236007
F.A.Q
ONLINE STORE RETURNS POLICY
We promise to refund any online item/s that you are not completely happy with, as we understand that you are not able to try garments on before purchasing and may need another size or style. In order to obtain a refund, online purchases must be returned via mail at your own cost, unworn, tags attached, and accompanied with the printed original sales receipt and returns form provided, within 7 days of date of delivery. (please see return address details below)
If you would like to exchange an online purchase for another style, you are welcome to exchange it in our retail store. Please bring your online purchase into our retail store with the original online receipt within 7 days of receiving it in the post- please note we do not offer refunds instore, only exchange or credit note (valid 6 months). You can only obtain a refund for your online purchase by sending it back to our head office via the post.
Online Returns by Mail- For Refund
Please enclose your receipt, returns form and merchandise within 7 days of receipt of the goods, and mail to:
Esther Online Return Orders
PO Box 673
Sandy Bay
Tasmania 7006
Australia
It is essential that returned items have not been worn, all labels are attached, and that you take care to protect the item/s when posting.
Please take care sending as items lost in the post are your responsilibly and we cannot offer refunds on lost parcels. Send the return parcel to the address above.
Please allow 3 days from the day you send the return parcel, for your account to be credited. Customers will be responsible for shipping and handling charges.
PLEASE NOTE IF YOU DAMAGE A GARMENT EG. AFTER WEARING IT A BUTTON FALLS OFF OR THE ZIP BREAKS BECAUSE OF WEAR AND TEAR WE CANNOT ACCEPT GARMENTS BACK FOR RETURN OR EXCHANGE
OUR RETAIL STORE RETURNS POLICY
Unfortunately we do not offer refunds on garments purchased in our retail store. We do however offer exchange or a credit note if purchases are returned in store, unworn/tags attached and accompanied with original sale receipt within 3 days of purchasing.
SHIPPING POLICIES
Within Australia, we use australia post, express post satchels so we can track all purchases
Orders placed on a weekday will be processed within 24 hours
Orders placed on a weekend day, will be processed within 24 hours of the next business day
STANDARD SHIPPING CHARGES
$9.90 express shipping Australia-wide. All charges quoted to you are inclusive of gst
overseas shipping is $30
SHIPPING TIME
Delivery within 1-2 days of placing order, overseas shipping please allow 3 weeks
INTERNATIONAL SIZE GUIDE
HOW DO I KNOW WHAT SIZE I AM?
Please refer to our sizing chart on each individual product page, which is specific to the category you are viewing
WHO DO I CONTACT IF IM HAVING TROUBLE ORDERING ONLINE
Please email us at enquiries@esther.com.au
HOW DO I TRACK MY ORDER?
Once you’ve placed an order online, you’ll receive an automated email with a tracking number and information on how to track your order
CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?
Once you click the “Confirm” button, your order begins to process and you’re unable to make further changes. If your unhappy with your purchase once it arrives, you're welcome to return it for a refund (excludes shipping costs) refer to our above returns policy for more information
I'VE SEEN SOMETHING IN THE RETAIL STORE THAT ISN'T ONLINE?
Our online store and retail store do not always stock the same full range, so the products will vary. If you have an enquiry regarding a particular style please email us at enquiries@esther.com.au
HOW CAN I PAY FOR MY ONLINE PURCHASES?
We accept the following credit card payments
VISA
MASTERCARD
If you would like to make a direct deposit into our bank account please email us at enquiries@esther.com.au
WHAT HAPPENS IF MY PARCEL DOESNT ARRIVE, OR IS LOST IN TRANSIT?
If goods are lost or damaged in transit, please contact us within 7 business days of placing the order at enquiries@esther.com.au
GARMENT CARE
We provide care labels on all of our garments to ensure they keep their original quality. For garments that specify dry clean only, we recommend the use of a specialty dry cleaner. If your garment is damaged because it was washed incorrectly we do not accept them back for return
OWNERSHIP AND RISK
Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address
