Frequently Asked Questions

Shipping

What does shipping cost?

Within Australia, eligible in-stock orders of $150 AUD or more receive free standard shipping. Pre-orders have a separate shipping charge and are excluded from free-shipping offers. Under that it is a flat rate, and express is available on any order. The current rates for Australia and every country we ship to are on our Shipping page. Esther Home pieces ship separately from Tasmania with their own rate worked out at checkout, see Esther Home below.

When will it arrive?

Order before 12pm AEST on a weekday and it leaves the same day. Standard takes 2 to 7 business days within Australia, express 1 to 3. Delivery estimates for your state and for international orders are on the Shipping page. (Pre-order styles work a little differently, see Pre-orders below.)

Do you ship overseas?

Yes, to New Zealand, the USA, Canada, Hong Kong, Japan and Singapore. Not the UK or Europe just yet, though we're working on it. Current rates are on the Shipping page.

Where's my order?

You'll get a tracking link by email the moment your order is dispatched. If your dispatch confirmation has not arrived within two business days, and your order does not contain a pre-order item, email customercare@esther.com.au and we'll check it for you.

Returns

Can I return something?

Yes. Full-priced Esther the Label styles come back for store credit or an exchange within 30 days. Full-priced Esther Luxe styles come back the same way, for store credit or an exchange. Just keep everything unworn, unwashed and with the tags on. Sale items are final.

How do I send it back?

Through our online returns portal. Follow the prompts and it takes a minute. If something arrived faulty or we sent the wrong thing, pick that reason and we'll sort it quickly. Full details on our Returns page.

Is there anything you can't take back?

For hygiene reasons: earrings, intimates, personalised pieces, body tape, and anything for hair or skin.

How do I return an Esther Home piece?

Esther Home pieces go back to Ivory & Deene in Tasmania rather than through our returns portal. Email customercare@esther.com.au with your order number and we'll send you the return address and instructions. All the detail is in Esther Home below.

Sizing

What size should I order?

Every product page has a size guide, our model's measurements and the size she's wearing, plus a fit note telling you whether a style runs true to size, small or large. Caught between two sizes? The fit note will point you the right way.

Do you do plus sizes?

Most Esther the Label styles run XS to 4XL, one of the most generous extended size ranges in Australian women's fashion. Have a browse of the Curve collection.

Is anything bump-friendly?

Plenty of it, especially the linen and cotton smock dresses. Look for the maternity-approved note on the product page, or go straight to our Maternity collection.

Our pieces

Will the colour look like the photo?

We style and photograph everything to represent colour as truly as we can, and some of our imagery is created with AI tools. Screens still vary, though. If you're unsure about a shade, email us before you order and we'll describe it honestly.

Do you use AI in your imagery?

In some of it, yes, usually for the setting and styling rather than the garment itself. Every piece you see is a real garment we've made and can send you, and we work hard to keep colour, fabric and detailing true to what arrives. If an image ever misleads you about what you're buying, our 30-day returns apply.

How do I look after it?

Check the product description and the garment label for the care instructions that apply to your piece. Most of our pieces prefer a gentle cold hand wash, and anything marked dry clean only should go to a specialty dry cleaner. If the product page does not show the details you need, email us before washing and we'll help.

Will sold-out styles come back?

Often, yes. Sign up for a restock alert on the product page, or keep an eye on Best Sellers.

Orders & payment

How can I pay?

We accept major cards including Visa, Mastercard and Amex, plus PayPal, Afterpay and Zip. The options available for your order will be shown at checkout.

Can I change or cancel my order?

Get in touch within an hour of placing it and you've got the best chance. Live chat is the fastest way to reach us, or email customercare@esther.com.au. Once an order has been fulfilled we can't amend it, but you're welcome to return it once it arrives. And if your confirmation email hasn't turned up, check your junk folder before you worry. If it's genuinely missing, we'll resend it.

Pre-orders 💕

Spotted something you love that hasn't arrived yet? Good news! Selected Esther styles are now available to pre-order, which means you can secure yours before they officially land.

What is a pre-order?

A pre-order means you're purchasing one of our beautiful new arrivals before the stock has reached our warehouse.

Once you place your order, your piece is reserved for you from our incoming stock. As soon as it arrives and is ready to go, we'll get it on its way to you!

When will my pre-order arrive?

You'll find the estimated dispatch timeframe clearly displayed on the product page before you order.

We always give you the most accurate timeframe we can and allow a little breathing room for your order to reach us.

Occasionally, things like production, international freight or customs can cause unexpected delays. If there is a significant change to your expected dispatch timeframe, don't worry, we'll be in touch and keep you updated.

When do I pay?

Payment is taken when you place your pre-order. This means your piece is secured and reserved for you from the incoming delivery.

What does pre-order shipping cost?

Pre-order shipping is a flat $11.95 AUD for Australia and $14.95 AUD for New Zealand. New Zealand shipping is converted to NZD at checkout. Pre-order shipping is excluded from free-shipping offers. Pre-order items sent together share one pre-order shipping charge. In-stock items are dispatched first, separately, and their usual shipping rates apply. The total shipping charge is shown at checkout before payment.

Can I order a pre-order piece and something that's in stock together?

Yes! You can pop pre-order pieces in your cart alongside anything that's already in stock, and check out in one go.

We'll send your in-stock items straight away, and your pre-order will follow separately once it lands. That way you're never waiting on one piece to receive the rest.

You'll receive tracking details as each parcel leaves us.

What if I order two pre-order items with different arrival dates?

That's absolutely fine, you're very welcome to put pre-order pieces through together in the one order.

We may send them separately as each style becomes available, so you're not waiting on the last piece to arrive before receiving everything else. If your order is sent in more than one parcel, you'll receive tracking details as each parcel leaves us.

Can the expected dispatch date change?

Sometimes, yes. Our pre-order dates are based on the most up to date information we have from our suppliers and delivery partners. While we always aim to meet or beat the timeframe shown, occasionally something outside our control can cause a delay.

If there is a significant delay, we'll let you know as soon as possible and give you an updated timeframe.

Can I cancel my pre-order?

Changed your mind? Contact our Customer Care team as soon as possible. If your pre-order is significantly delayed, you can cancel it for a full refund at any time before it ships. For other cancellation requests, we'll confirm the available options under our policies and Australian Consumer Law.

Can I return my pre-order?

Absolutely. Once your pre-order arrives, our normal Esther returns policy applies unless we've clearly stated otherwise on the product page.

What happens if you can't get my pre-order?

This would be very unusual, but if for any reason we're unable to fulfil your pre-order, we'll contact you as soon as possible and arrange a refund for the affected item.

One last thing 💕

Before placing your pre-order, please have a quick look at the estimated dispatch timeframe shown on the product page. By placing a pre-order, you understand that your beautiful new piece isn't ready for immediate dispatch and will be sent once our incoming stock arrives.

And of course, nothing in our pre-order terms changes or limits your rights under Australian Consumer Law.

Esther Home 🏡

Our Esther Home range is curated with Ivory & Deene, our family's homewares label in Tasmania. Bean bags, lighting, bedding, decor and more, all chosen to sit beautifully alongside your Esther wardrobe. Here's how it works.

Who sends my Esther Home order?

Ivory & Deene pack and send every Esther Home piece straight from their warehouse in Tasmania, usually within 1 business day. You still order and pay through Esther, and our Customer Care team looks after you from start to finish.

What does Esther Home shipping cost?

It's worked out at checkout from your address and the size of the piece, so you'll see the exact amount before you pay. Free shipping over $150 applies to our clothing and accessories, not to Esther Home pieces. If your order includes Esther Home pieces and your Esther pieces come to under $150 ($150 NZD for New Zealand), standard shipping for your Esther pieces is added in your cart, so your Esther parcel ships at its usual rate. Road delivery usually takes 4 to 8 business days, and where an express option shows at checkout it's typically 1 to 2. Parcels need a signature on delivery. Esther Home is available for delivery within Australia and to New Zealand.

Can I buy clothing and homewares in the same order?

Absolutely. Checkout shows a shipping line for each parcel. Your clothing leaves our Sydney warehouse and your homewares leave Tasmania, and each parcel has its own tracking.

Can I use a discount code on Esther Home?

Our promo codes and reward codes are for Esther clothing and accessories, so they won't apply to Esther Home pieces.

Can I return an Esther Home piece?

Yes, you have 30 days from delivery to change your mind, as long as the piece is unused and in its original packaging with everything included. Returns go back to Ivory & Deene in Tasmania. Email customercare@esther.com.au with your order number and we'll send you the return address and simple instructions within 1 to 2 business days. Once it arrives and passes a quick check, your store credit or exchange is on its way.

A few things to know: return shipping on lighting and decor is covered when the piece comes back unused in its original packaging. Rugs, furniture and large or bulky pieces come back for store credit only, with return shipping arranged and paid by you. Bean bag filling and expanded foam, lighting that has been installed, and sale or clearance pieces can't be returned for change of mind. Full detail is on our Esther Home Shipping & Returns page.

What if my Esther Home piece arrives damaged or faulty?

That's always covered. Email customercare@esther.com.au with your order number and a couple of photos and we'll arrange a replacement, or a refund where a replacement isn't possible, at no cost to you.

Do Esther Home pieces have a warranty?

Ivory & Deene pieces are covered by the consumer guarantees under the Australian Consumer Law, and we'll always help you sort out anything that isn't right.

Still need us?

Email customercare@esther.com.au and we'll come back to you within 1 to 2 business days. You can also catch us on the website chat, or over on Instagram.