frequently asked questions

• What are my shipping options?

  FREE SHIPPING ON ORDERS $100+ AUD 
  
  AUSTRALIA: 
  We use Australia Post express post with tracking ($9.90 on orders under $100).
  Please allow 1-3 days delivery time 
  
  INTERNATIONAL: Australia Post Express Courier (2-4 Business Days delivery time) is available for US, NZ, Canadian, Mexican, UK and most major European countries. Costs vary depending on location and weight (maximum 2kgs). This is a trackable product, and you will receive an email from Australia Post with your tracking number (check your spam folder), which you can enter in your country's postal tracking system (USPS, NZ Post, Canada Post, etc). 
  
  International Standard Shipping is $15.90 flat rate for orders under $100, or free for $100+ orders. This is also a trackable product (to most countries). 
  
  International standard shipping is provided by Australia Post in conjunction with your country's national postal service (USPS, NZ Post, Canada Post, UK Royal Mail etc), and delivery times are dependent on location, however general delivery window for international standard shipping is between 6-12 business days.
  
  Please note all international customs charges and taxes are payable by the receiver. Esther is not responsible for any additional charges incurred for shipping orders internationally. For more information on customs charges for each country please contact your customs authority.

   

  NB. ORDERS PLACED BEFORE 2PM AEST WILL BE SHIPPED THAT DAY

   

• Who do I contact if i'm having trouble ordering online?

  Please feel free to chat with or email us using the 'Live Help' icon (speech bubble at top of page).

   

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

• What is your returns policy?

  As we understand you cannot try garments on before purchasing, we are happy to provide you a refund or credit, should you post your garment/s back to us within 7 days of receiving (international returns 14 days).

  Garments should be returned new, unused and with all designer tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. Please note we do not offer exchange or refund on accessories e.g., sale items, belts, scarves, jewellery, except in the case of a manufacturing fault.

  *Please note that items that have been damaged due to wear and tear, or from being washed incorrectly, are not considered to be faulty, therefore are not eligible for exchange or refund.

  You can also exchange it in our Hobart retail store. Please note we do not offer exchange through the online store, only the 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 in store, 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.   

• Can I change my online order after I have placed it?

  Once you click the “Confirm” button, your order begins to process and you are unable to make further changes. We are not able to combine orders or change sizes.

   

  If you make a mistake with your address, please contact us (via email or our live chat) immediately, and we will try to make the correction.

   

  If you are unhappy with your purchase once it arrives, you're welcome to return it for a refund or credit (excludes shipping costs). Please refer to our returns policy for more information.

   

• Can I exchange my garment for a different size/style?

  If you would like to exchange an online purchase for another style we suggest you re-purchase the garment you want online and then send back the unwanted garment for a refund. 

• How do I return my garment?

  NB: CUSTOMERS ARE RESPONSIBLE FOR RETURN SHIPPING CHARGES

   

  Please enclose your filled out returns form and garments, and post back to us in the original esther box, using a trackable mail method within the following time frames:

   

  AUSTRALIAN ORDERS - within 7 days of delivery

  INTERNATIONAL ORDERS - within 14 days of delivery

   

  Post your returns to: 

  Esther Online Returns 

  GPO Box 1224

  Hobart, Tasmania

  Australia 7001

   

  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. 

  If garments are marked by you, we have the right to return them to you and not authorise a refund.

  
  

  NON RETURNABLE ITEMS (except in case of manufacturing fault):

  - jewellery

  - scarves

  - accessories

  - sale items

  
  

  ONLINE REFUNDS/CREDIT

   AUSTRALIAN ORDERS: Please allow up 10 days from the day you post your return for your account to be refunded (please note that orders through Paypal can take up to 2 weeks for the funds to be credited). 

   INTERNATIONAL ORDERS: Please allow up 2-3 weeks from the day you post your return for your account to be refunded (please note that orders through Paypal can take up to 2 weeks for the funds to be credited).

  
  

  In both cases, your refund will be credited to your original payment method or a credit coupon can be provided for further online ordering.

  Please take care sending items back to us, as items lost in the post are your responsibility and we cannot offer refunds on lost parcels. Send the return parcel to the address above.

  If a garment is returned because of an error by us, or a manufacturing fault, then we will include shipping in your refund/credit, otherwise the refund/credit will be the purchase price only. 

   

  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.

• 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 can't locate this anywhere the best method of contact is by our live chat/email button, or by emailing to customercare@esther.com.au

  To track your order, please go to Australia Post's website 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 in in transit between here and you.

• 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 and pick it up. 

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

• What happens if my parcel doesn't arrive, or is lost in transit?

  Once parcels are collected from our office they are then property of Australia Post. Esther is legally not responsible for lost or damaged goods. Please ensure shipping confirmation details are kept securely in case further investigation is required. For more information please email customercare@esther.com.au

• How do i care for my garments?

  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.

• 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.

   

  INTERNATIONAL SIZE GUIDE

  

• How can I pay for my online purchases?

  You can pay by VISA, MASTERCARD or PAYPAL
  

• What is your privacy policy?

  Esther Boutique is committed to providing you with the best possible customer service experience. Esther Boutique is bound by the Privacy Act 1988 (Cth), which sets out a number of principles concerning the privacy of individuals.

  Collection of your personal information

  There are many aspects of the site which can be viewed without providing personal information, however, for access to future esther boutique customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

  Sharing of your personal information

  We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Esther Boutique takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

  Use of your personal information

  For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are at this Site.

  From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.

  Changes to this Privacy Policy

  Esther Boutique reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.

  Accessing Your Personal Information

  You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Esther Boutique reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.

  Contacting us

  Esther Boutique welcomes your comments regarding this Privacy Policy. If you have any questions about this Privacy Policy and would like further information, please contact us (via email or our live chat).

   

• Ownership & risk

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