s
FAQ

client login

CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?

Once you've placed your order you are able to contact our customer care team within 1 hr to make changes/cancellations, outside of this hour, our warehouse team will have already started processing your order and we will be unable to make any changes! 

If you are unhappy with your purchase once it arrives, you're welcome to email our customer care team who will then advise you on how to return it for a refund or credit coupon. Please refer to our returns policy for more information.

Customer care contact details are located at the bottom of this page.

HOW DO I RETURN AN ITEM?

To return your parcel, please email customercare@esther.com.au with the following details:

- your name and order number

- the garment/s you wish to return

- why you are returning this garment/s

Please note, no exchange or returns on flash sales, sale collection or accessories.

CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE/STYLE?

We are unable to process exchanges however if you would like another size or style, you are able to re-purchase the garment online and then return the unwanted garment for a refund.

DO YOU RESTOCK?

We do occasionally re-stock styles upon popular demand. If your size is unavailable in a particular style, we suggest registering your details on the product page where is says ‘your size not available?’. You will then receive an email notification if we receive extra stock in your size.

HOW DO I USE A PROMOTIONAL CODE?

Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us at customercare@esther.com.au

HOW LONG DO I HAVE TO RETURN AN ITEM?

All returns must be sent back within 14 days of receiving your parcel.

HOW LONG IS DELIVERY?

Australian orders are shipped via express post for next day delivery to metro areas. Delivery will take an extra day to Western Australia and South Australia.

Hobart & surrounding suburbs - we now offer same day delivery (excluding weekends) on orders placed before 12pm!

International orders will take between 1-3 weeks.

International express orders will take approximately 3-5 business days (this option is available when checking out).

WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?

We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, for Australian orders, Australia Post will leave a card which you just need to take to the nominated Australia Post branch to pick up your parcel. 

Australia Post are now offering the parcel locker service, where if you're not at home and want to collect your parcel from a more convenient location 24 hours a day, you are able to send your parcel to a parcel locker.  There are over 100 parcel locker locations nationally - find your closest location here <auspost.com.au/manage-deliveries>

For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.

HOW DO I TRACK MY ORDER?

You will receive an email with a tracking number. Please check your Spam/Junk folder for your tracking email from Australia Post as many customers have found that it is treated as spam. If you are still unable to locate this anywhere you are welcome to contact us by ‘live chat’ or by emailing customercare@esther.com.au to receive your tracking number.

To track your order, please go to http://auspost.com.au/track or the website of your national postal service.

Please note that any spaces before or after your tracking number will make it appear invalid. Australia Post will only update the tracking status as it leaves here and then again when it reached your nearest post office (generally the day it is delivered to you), therefore if the only entry says Hobart, that means it has left here and is in transit between here and you.

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?

Once your parcels have left our warehouse they are then property of Australia Post. Esther is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at customercare@esther.com.au

HOW CAN I PAY FOR MY ONLINE PURCHASES?

You can pay by VISA, MASTERCARD or PAYPAL

WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

Please feel free to chat or email us using the 'Live Chat' button on our site (top right corner of the screen).

You can also email us at customercare@esther.com.au.

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

If you need more help our team are happy to answer all questions on sizing and fit, simply email customercare@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 are unable to accept them back as a return.

OWNERSHIP AND RISK 

Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address.

NEED ANY FURTHER HELP?

Our Esther team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first esther box. 

We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us or chat with us via ‘live chat’.

Email: customercare@esther.com.au

Live Chat: icon is located in the top, right hand corner of your screen

 

Please select a wishlist category