FAQ'S

POPULAR QUESTIONS

We completely understand that sometimes a style may just not be for you, or might not fit exactly right. To return an item, please visit our returns portal here. Simply enter your order number (ESTXXXXXX) and email address, then follow the prompts to lodge your return.

Please note that if your return is from different marketplace partners you'll need to return the items back to separate locations. Not to worry, you can continue to lodge your return through our portal as you normally would and our Customer Care team will be in touch to help you every step of the way! 

PLEASE NOTE: We are unable to accept returns of any lingerie, earrings and beauty products including makeup due to health and safety regulations, unless faulty. 

We have our size guide you can use here to make shopping a breeze. Every style also includes the fit details and model’s measurements in the product description. If you need more help, our team is happy to answer all questions on sizing and fit! Simply email customercare@esther.com.au.

Congrats on making another gorgeous purchase from Esther & Co! You will receive an email with a tracking number once your parcel has been shipped (make sure to check your Spam/Junk folder in case your tracking email is in there). If you are still unable to locate this info, you are welcome to contact us via ‘live chat’ or by emailing customercare@esther.com.au to receive your tracking number.

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

We stock gorgeous styles and some are very popular! If an item you love sells out, you can register your email details for any size or style/s via the 'request notification' tab on the product page and we will email you if we receive more stock in that size/style.

We do try our best to restock in-demand styles however, depending on the garment and availability we may not be able to. If a garment has been removed online, sadly this won't be restocked unless we receive any returns for that style.

Adore style and shopping? Come join our tribe girl! Our loyal customers are crowned members of our exclusive Esther VIP Rewards program. The more they shop, the more dollars they earn and the more good stuff they receive.

SHIPPING

AU, NZ USA & CA orders will arrive within 1-3 days via an express shipping method.

All other countries orders are sent via DHL standard post and take an estimated 1-3 weeks for delivery

Please note that if you have opted for a personalised item from one of our gorgeous marketplace vendors, dispatch my take up to 10 days whilst this item is being made just for you!

Please note: Delivery timeframes are an approximate only and do not calculate any unforeseen delays or transit issues.

Congrats on making another gorgeous purchase from Esther & Co! You will receive an email with a tracking number once your parcel has been shipped (make sure to check your Spam/Junk folder in case your tracking email is in there). If you are still unable to locate this info, you are welcome to contact us via ‘live chat’ or by emailing customercare@esther.com.au to receive your tracking number.

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

We understand that many people are at work or out and about during the day and therefore not home when their parcel arrives! For Australia Post deliveries, the driver will leave a note for you to collect your parcel at your local post office. Parcels are kept at the post office for five days - you will receive another note to remind you to pick it up. It will then be kept at the post office for five additional days. If the parcel has not been collected by then, it will be returned to our warehouse.

Congrats on making another gorgeous purchase from Esther & Co! You will receive an email with a tracking number once your parcel has been shipped (make sure to check your Spam/Junk folder in case your tracking email is in there).

After placing your order, please allow 24-48 hours for your order to dispatch. If you ordered over a weekend or public holiday, please allow additional time for your order to be shipped.

Please note that if you have purchased items from both our Esther range and from one of our Marketplace partners, these items will be shipped separately. You can expect to receive two shipment emails with your tracking information. 

Personalised items from our gorgeous marketplace partners my take up to 10 days to dispatch whilst this item is being made just for you!

At the checkout, you will notice that you have the option of adding Shipping Insurance to your bag at a very fractional cost. Selecting this option protects you if your parcel is lost, damaged or stolen.

If you have added Shipping Insurance to your order and your parcel has been lost, damaged or stolen on it’s journey to you, simply report this through the confirmation email you received. Our team will get back to you within 24hrs, offering a replacement or refund for your order. 

If you do not select insurance at checkout we can not be held liable if this order is damaged or lost.

Esther & Co. stocks a range of gorgeous collections from marketplace partners. If you purchased an item from one of these marketplace partners, this will be shipped separately from your Esther items and should arrive in a similar timeframe.

RETURNS

We completely understand that sometimes a style may just not be for you, or might not fit exactly right. To return an item, please visit our returns portal here. Simply enter your order number (ESTXXXXXX) and email address, then follow the prompts to lodge your return.

Please note that if your return is from different marketplace partners you'll need to return the items back to separate locations. Not to worry, you can continue to lodge your return through our portal as normal and our Customer Care team will be in touch to help you every step of the way! 

PLEASE NOTE: We are unable to accept returns of any lingerie, earrings and beauty products including makeup due to health and safety regulations, unless faulty. Personalised items are not eligible for return. 

You can return all items* purchased for a store credit within 14 days of receiving your order. The items must be unworn with the original tags attached. Once your order has been received, it will be processed within 2-5 business days and you will receive an email with your store credit. This is eligible to use within 3 years from the date of issue.

Please note if you are returning an item from our Esther Luxe Bridal collection, you are eligible for a refund and you will be able to select this option in our returns portal.

*Sale items, earrings, intimates, personalised styles, body tape or hair and skin related items cannot be returned.

Once your return has been received by our warehouse, this will be processed within 2-5 business days. You will then receive your store credit in the form of an e-gift voucher via email once this has been processed. 

Please note that it is recommended to send your items back using a trackable service as we cannot be held liable for lost or stolen parcels. Please keep your tracking number on hand so you can track your return along the way!

We sure do! You can opt to use our return label when lodging your return online via our return portal here. If you select this option, $8.95 will be deducted from your store credit or refund (if applicable). Alternatively, you can return this at your local post office and pay directly via them.

You can return all items* purchased for a store credit within 14 days of receiving your order. This includes both our Australian and International customers.

We are unable to process exchanges at this time. If you wish to change a size or style, the best way to do this is to return your item back to Esther & Co and repurchase the new size or style with your store credit.

Customers are responsible for the cost of returning a parcel back to us. It is also a responsibility of the customer to ensure the goods reach our premises as we cannot be responsible until they reach us. We recommend using a tracked method of postage to ensure your return arrives to us safely.

Please note that you will not be credited the cost of shipping as part of your return, unless the item is faulty.

If returning Esther The Label items only, you are more than welcome to use our pre paid label, however $8.95 will be deducted from the credit or refund (if applicable).

For international customers, unfortunately we do not have return labels available at this time. It is something we are hoping to implement soon!

Please note: The cost of shipping on your original item/order will not be reimbursed if you make a return. Your store credit will be for the item/s only. Refunds are only available for faulty items.

Yes of course! Items can still be returned if purchased via Afterpay, Openpay, Zip Pay, Layby or Sezzle. If you wish to return your item/s, send them back to us as you would for a normal order. When we receive the item/s and process your return, we will issue a credit note for the total value of the item/s you have returned, excluding shipping costs.

Please be aware any payment agreement with Afterpay, Openpay, Zip Pay, Layby or Sezzle will still stand and you will continue to pay any scheduled repayments.  

ORDER ISSUES

In the unlikely event an item is faulty or you've received the incorrect size or style, please contact us immediately with your order number & image of the garment via customercare@esther.com.au

Use this text to answer questions in as much detail as possible for your customers.

So you can show off your newest style ASAP, we process and pack your order as quickly as possible. If you need to make any changes to your order, contact us immediately via live chat (link) or email us at customercare@esther.com.au and we will try to assist you the best we can. We cannot guarantee we will be able to change any details on your order, including your address, but we will do our best to help.

Once your parcels have left our warehouse they become the property of Australia Post. Parcels can be tracked on the Australia Post website using your designated tracking number.

Esther & Co is not legally responsible for any lost or damaged goods however, if your parcel does not reach you within the expected delivery time, we will do all we can to track and find your parcel for you. Please contact us at customercare@esther.com.au.

If you have added Route Shipping Insurance to your order and your parcel has been lost, damaged or stolen on it’s journey to you, simply report this through the confirmation email you received from Route. Their team will get back to you within 24hrs, offering a replacement or refund for your order. 

PAYMENTS

We have multiple payments options so you can secure the Esther styles you love. We offer payment via Visa, Mastercard, AMEX, Apple Pay, PayPal, Afterpay (AU only), Openpay (AU only), Zip Pay (AU only) and Sezzle (US only)

Afterpay, Zip Pay, Openpay (All AU only) and Sezzle (US customers only) are ‘buy now, pay later’ payment services. Layby (UK and New Zealand customers) allows customers to make payments on an order over a specific period of time. Once your order has been placed, this will be dispatched immediately whilst you continue to pay off the garment/s through these third party providers.

When proceeding through the checkout, there is a box that will say 'Gift Card or Discount code'. Copy and paste the code into this field for it to apply. 

*Please note that vouchers cannot be redeemed in conjunction with other offers

Your gift voucher is sent via email and includes a code to copy and paste at the checkout when making your next Esther purchase. If you are unable to find this, it is recommended to check your spam folder. If you are still having any trouble, please do not hesitate to get in touch with us via live chat or email customercare@esther.com.au

We love that our Esther tribe is located all around the world! We ship products to many countries and while the contents of your basket will be displayed in your chosen currency, you will checkout using AUD at the most current exchange rate.

TECHNICAL

We want to make your shopping experience as seamless as possible. Our support team is always available to help. Feel free to chat to us using the pink 'Live Chat' button on our site (bottom right corner of the screen).

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

Aren’t discounts the best! Once you've reached the checkout stage, enter your promotional code into the discount section, 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.

If you are having any trouble purchasing with any of our Buy Now, Pay Later options including Afterpay, Openpay, Zip Pay or Sezzle, it is recommended to check that your order meets the Terms stated here. If you are experiencing any further issues, you can contact the company directly to ensure that you are meeting their order requirements.

Royal REWARDS

Adore style and shopping? Come join our tribe girl! Our loyal customers are crowned members of our exclusive Esther VIP Rewards program. The more they shop, the more points they earn and the more good stuff they receive. Find out how you can be crowned here.

It’s super easy!

Log in to your VIP rewards account here.

Click on 'Redeem your points'

Redeem your points on your dashboard 

It’s time to share your best-kept style secret with your friends. First, you'll need to share your personalised referral link with friends who haven't had the chance to meet us yet. If they are new to Esther, when they visit the website, a pop up will appear with a code to give them 10% off. Amazing right!?

Once the friend you referred to Esther makes a purchase using their unique 10% off code, you’ll be rewarded with 500 VIP points - win-win! Only the best for our tribe.

Member ($0 - $249)

In this tier, you'll earn 1 point per $1 spent

Silver ($250 - $499)

In this tier, you'll earn 2 points per $1 spent

Gold ($500 - $999)

In this tier you'll earn 4 points per $1 spent

Platinum ($1000 +)

In this tier you'll earn 6 points per $1 spent

You can also gather points by:

Create an account: 100 points

Like us on Facebook: 50 points

Share us on Facebook: 50 points

Follow us on Instagram: 50 points

On your birthday: 50 points

Share a product: 25 points (max 2 per week)

Refer a friend: 500 points

PREORDER

We like to offer our customers flexibility and choice! You are able to cancel a preorder purchase prior to it being dispatched for a refund or store credit. If the item has been shipped, our normal return policies apply to Esther and Esther Luxe items accordingly. Please refer to our returns page here.

Never miss out on an item you love again with Esther’s new preorder system! You can now order new styles prior to their arrival to Esther HQ. With preorder you can secure your item and, when it arrives to Esther HQ we will send it out as normal.

Estimated arrival dates vary per item, so be sure to check the product page of the item for more information.

If you are purchasing a preorder item, shipping is $5.95 for every unit purchased (we do not offer free shipping). All preorder garments are shipped separately via standard post as the style arrives in stock.

Absolutely! You can return preorder Esther items for store credit within 14 days of receiving your order. The items must be unworn with the original tags attached.

Sadly, preorder shipping fees are unable to be reimbursed.

Our Australian and NZ customers are eligible for ordering preorder products.

Sadly, preorder Shipping is unavailable outside of AU & NZ.

OTHER

In the unlikely event a product you’ve ordered is faulty, it can be returned to Esther for a refund. If a garment is damaged after wearing it e.g. a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.

We have our size guide on our product page to make shopping a breeze. Every style also includes the fit details and model’s measurements in the product description. If you need more help, our team is happy to answer all questions on sizing and fit! Simply email customercare@esther.com.au.

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

If you are unsure of how to care for a garment, always cold hand wash to avoid any damage in the garment’s fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. If an item is made from viscose, we recommend avoiding washing. An alternative to this would be to cold hand wash or spot clean if possible. You may need to iron this viscose garment back into shape after washing. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.

We stock gorgeous styles and some are very popular! If an item you love sells out, you can register your email details for any size or style/s via the 'can't find your size' tab on the product page and we will email you if we receive more stock in that size/style.

We do try our best to restock in-demand styles however, depending on the garment and availability we may not be able to. If a garment has been removed online, sadly this won't be restocked unless we receive any returns for that style.