Esthe faq

Are your garments manufactured ethically?

We are proud to say that we are totally committed to the Ethical Trading Initiative. We have long-standing relationships with our suppliers and require them to commit also to ETI.

The ETI base code covers the following: Employment is freely chosen, freedom of association and collective bargaining are respected, working conditions are safe and hygienic, child labor shall not be used, living wages are paid, working hours are not excessive, no discrimination is practiced, regular employment is provided and no harsh or inhumane treatment is allowed.

Furthermore, we work with our suppliers to reduce the environmental impact of our business and manufacture in a sustainable way.

The vast majority of our fabrics and all our garments are manufactured in Europe.

Are your clothes true to size?

We’ve worked hard to ensure that our clothes fit true to size.

For further sizing information, you can consult our detailed Size Guide which can be accessed on each product page.

If a product is not true to size it will be written in the product’s description.

I’m uncertain about sizing and have some fitting questions. How do I find this information?

Please see our Size Guide for general information on sizing.

For measurements of a specific garment, please check the ‘Size Guide’ tab found on each product.

If you have a question about the fitting of a garment, please contact us at [email protected] . We will be happy to advise.

Do you use cookies?

We do. In order to get the most out of our website you must have JavaScript and Cookies enabled on your web browser. Please refer to your browser help for guidance on how to check this. Please refer to our cookie policy for further information on cookie usage.

What happens if I forgot my password?

We can help you retrieve it. Just go to my account page and click on “lost your password”.

Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the ESTHE terms and conditions statement. In order to register as a user of esthe.co.uk , we ask you to provide us with your name, mailing address and email address. If you consent upon checkout, we may use these details to inform you of new goods and services via email. If at any point you do not wish to receive such emails, please send an email message to [email protected], or click the ‘Unsubscribe’ link in the relevant email. In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will use your billing and credit card information to process your order and inform you of its delivery only. Please note that ESTHE does not keep any of your payment details on the esthe.co.uk website, and therefore these details are protected from any breach of security on the esthe.co.uk website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability and will not be shared with any third parties.

Please read our Privacy Policy.

How do I contact customer care?

If you have any questions which are not addressed through our FAQ, please contact our customer care by emailing [email protected]

How do I find a specific item?

There are various ways to find a specific product. You can use the site ‘Search’ function to search by name or keyword. If you are still having trouble finding a specific product, you can also use the links on the left-hand menu to search by product category. Once you have selected your desired category, you can further refine the search by style, colour and size using the filters on the left-hand side of the page. Additionally, the ‘sort by’ tab at the top right of the Product Listing page allows further refining. Failing this, please email [email protected], a representative from our customer service team will be happy to assist you in searching for a specific item.

How do I unsubscribe from the ESTHE newsletter?

If you have registered to receive email updates from us, and you no longer wish to receive these, you can remove your email address from our mailing list at any time. All email newsletters sent to you will contain an automated unsubscribe link at the bottom and you can opt-out by simply clicking on it and following the instructions. If you have any problems opting-out from the ESTHE newsletter, please contact ESTHE Customer Care on [email protected].

How do I make a purchase?

At first locate the desired product in our website and click on the image to view further information. If you wish to purchase it, just click the “add to basket” button and the product will be transferred there. You may continue your browsing and add additional products in the same way to the basket. At any time, you can view your basket through clicking on the button in the top right of the page. From there you can proceed to the checkout page where you can login using your existing account or register for a new account.

What if an item is out of stock?

If the item you are looking at appears out of stock then you will not be able to add it to your basket and purchase it. Please be aware that even if the product is in your basket it isn’t reserved and will therefore be available to other customers while you are browsing and until your order is paid for.

The item I want is sold out. Is it coming back?

The majority of our products are limited edition but they may be restocked in the future, so please keep coming back. You might also contact our customer care at [email protected] to receive further details.

How will I know if you have received my order?

As soon as you place your order and the payment is successfully completed you will receive an email that your order was accepted and is being processed.

After the item(s) have been located and the delivery address has been verified, you will receive a second email from us confirming that your order has been dispatched and providing you with the tracking number of your shipment.

In the unlikely event of any issue in processing the order, a representative will get in contact with you to resolve the issue.

I’m having trouble placing my order

Please email [email protected] and explain the issue you are experiencing. We will do our best to sort the problem out for you as soon as possible and get your order placed.

I need to change something on my order

If you need to change or cancel your order, please contact us immediately at [email protected]. We generally process orders within 24 hours, and once our warehouse has processed your order, we will be unable to make any changes.

I want to buy something that’s out of stock in my size. Will you be getting more?

All of our stock is available online but from time to time we may restock a popular style, so please keep looking back at the website.

Why do I need to provide a phone number?

Our courier companies require a contact phone number just in case they need to get in touch with you regarding your delivery.

We firmly believe in your privacy and the security of your personal information. We do not rent, sell or distribute our customers contact details to anyone.

I haven’t received my order confirmation email?

Not to worry! This may just mean there was a typo when you provided us with your email address.

Please email us at [email protected] and we will be able to update this information and resend the confirmation through to you.

What forms of payment do you accept?

We currently accept payment via our Stripe account: We accept all major debit and credit cards from customers in every country. Visa, MasterCard, JCB, Discover, Diner’s Club and American Express cards. More information at Cards and Payment Types accepted by Stripe.

Can I pay by Switch/Maestro?

When using a Switch/Maestro card please enter the long payment number (the longest number displayed in the centre of the card, not the smaller account number at the base of the card.) An issue number is only required for a Switch/Maestro card. If your Switch/Maestro card has no issue number, like some Royal Bank of Scotland cards, then leave this field blank.

What is a Card Security Code (CSC)?

The CSC (or CVV2 number) on your credit/debit card is a security measure banks require for all transactions where cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to physically have possession of the card itself. Most credit/debit cards display the three-digit code on the back of the card, after the card number in the signature strip. On American Express cards the security code is a four-digit code and it appears on the front of the card in the top right corner. If you cannot find your CSC please contact your card provider.

Sales Tax

ESTHE charges the appropriate state and local sales tax based on the delivery address of your order. Where required, tax will be also applied to the shipping and handling fees.

ESTHE collects sales tax in the UK.

Why should I save my payment details?

If you save your payment details it will make your Checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order. You can also track your order status and order history. Your password is unique to your email address and ensures that your account details remain secure. You can access your account information at any time to edit any of your account details. Each time you return to this site, remember to sign in using your email and password.

You have refunded my credit card, how long will this take to show in my account?

Once we have processed your refund, you will be notified via email.

The amount of time the refund takes to show up into your account depends on Stripe’s relationship with your individual bank, please contact your bank directly to check processing time.

When will my card be charged?

Your card will be charged after your order has been placed.

Is my parcel insured?

All items are insured against accidental damage & loss whilst in transit from ESTHE. Once your item/s have been delivered to the specified delivery address, they are no longer covered by insurance.

It is important to make sure you fill in your correct address when ordering from us. We cannot accept responsibility for the wrong address being used with an order.

What delivery options can I choose from?

We offer standard and express delivery options. Please see the delivery page for up to date delivery costs and times.

When will my order be dispatched?

Once your order has been placed, it will be dispatched in 1-3 working days. However, during busy periods, it may take longer before your order leaves our warehouse.

You will receive a confirmation email with a tracking number once your order has left our warehouse.

How much do you charge for shipping?

You can find all information about delivery time, costs and tracking on our Shipping page .

Do you ship to PO Boxes?

No, orders cannot be delivered to PO Boxes. Please bear this in mind to avoid extra processing time.

What company do you ship with?

Our shipping company is DHL.

How do I track my order?

When we dispatch your order for delivery you will receive a tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. All international orders can be tracked via www.dhl.co.uk/en/express/tracking.html

Can I get an urgent delivery?

Our courier company does not offer an urgent delivery option so we recommend allowing yourself enough time for your order to arrive.

Does my order require a signature on delivery?

Our courier companies require a signature upon delivery for both national and international orders. If you would like your order to be left at an address without being signed for please let us know and we can instruct the courier to do so, but we don’t recommend it.

My tracking says my order has been delivered but I haven’t received it. What do I do?

Please email us at [email protected] if your garment does not arrive within the expected delivery time frame. Our next step will be to lodge an enquiry with the relevant postal service. The postal service will then get in touch with you as soon as possible with an update.

It is important to make sure you fill in your correct name and address when ordering from us. We cannot accept responsibility for the wrong address being used with an order.

It is safer if you can have your items delivered when you are present, so please provide a secure daytime delivery address where possible.

Do you ship to U.S and Russia?

We are currently unable to ship orders to U.S and Russia.

How do I send my return back safely?

Please let us know at [email protected] within 5 days of receiving your order, providing your reasons and/or exchange requirements.
All items must be returned in a secure and waterproof courier bag.
We recommend using a tracked service as ESTHE cannot take responsibility for lost packages. Until your return is received by ESTHE, it is your responsibility.

Will there be an additional courier fee to send an exchanged item to me?

Shipping of the item back to you will be free for the initial exchange. Any subsequent exchanges will be charged extra shipping costs to send the item to you.
Please email [email protected] within 5 days of receiving your order, with the details of your exchange requirements.
We will process the exchange once we have received your item back, and all return/exchange requirements are met.
You are responsible for costs incurred shipping the item back to us.

Can I drop my return off?

No, we do not have a physical store to accept returns.
We will endeavour to keep you updated on the status of your return & if you have any questions please email us at [email protected]

I purchased an item on sale and it doesn’t fit. Can I return it?

We will happily offer you the option to exchange sale items that do not fit correctly and swap them for the right size if available. Alternatively, we can issue you with an online credit note of value equal to the price of the returned item/s (valid for 3 months).
We are unable to refund sale items or purchases made using a promo code.

How long does it take for returns to be processed?

Please let us know at [email protected] within 5 days of receiving your order, providing your reasons and/or exchange requirements.
Once we receive the item/s, please allow 5 to 7 working days for returns to be processed. We will endeavour to keep you updated on the status of your return.

Esthe faq

Are your garments manufactured ethically?

We are proud to say that we are totally committed to the Ethical Trading Initiative. We have long-standing relationships with our suppliers and require them to commit also to ETI.

The ETI base code covers the following: Employment is freely chosen, freedom of association and collective bargaining are respected, working conditions are safe and hygienic, child labor shall not be used, living wages are paid, working hours are not excessive, no discrimination is practiced, regular employment is provided and no harsh or inhumane treatment is allowed.

Furthermore, we work with our suppliers to reduce the environmental impact of our business and manufacture in a sustainable way.

The vast majority of our fabrics and all our garments are manufactured in Europe.

Are your clothes true to size?

We’ve worked hard to ensure that our clothes fit true to size.

For further sizing information, you can consult our detailed Size Guide which can be accessed on each product page.

If a product is not true to size it will be written in the product’s description.

I’m uncertain about sizing and have some fitting questions. How do I find this information?

Please see our Size Guide for general information on sizing.

For measurements of a specific garment, please check the ‘Size Guide’ tab found on each product.

If you have a question about the fitting of a garment, please contact us at [email protected] . We will be happy to advise.

Do you use cookies?

We do. In order to get the most out of our website you must have JavaScript and Cookies enabled on your web browser. Please refer to your browser help for guidance on how to check this. Please refer to our cookie policy for further information on cookie usage.

What happens if I forgot my password?

We can help you retrieve it. Just go to my account page and click on “lost your password”.

Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the ESTHE terms and conditions statement. In order to register as a user of esthe.co.uk , we ask you to provide us with your name, mailing address and email address. If you consent upon checkout, we may use these details to inform you of new goods and services via email. If at any point you do not wish to receive such emails, please send an email message to [email protected], or click the ‘Unsubscribe’ link in the relevant email. In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will use your billing and credit card information to process your order and inform you of its delivery only. Please note that ESTHE does not keep any of your payment details on the esthe.co.uk website, and therefore these details are protected from any breach of security on the esthe.co.uk website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability and will not be shared with any third parties.

Please read our Privacy Policy.

How do I contact customer care?

If you have any questions which are not addressed through our FAQ, please contact our customer care by emailing [email protected]

How do I find a specific item?

There are various ways to find a specific product. You can use the site ‘Search’ function to search by name or keyword. If you are still having trouble finding a specific product, you can also use the links on the left-hand menu to search by product category. Once you have selected your desired category, you can further refine the search by style, colour and size using the filters on the left-hand side of the page. Additionally, the ‘sort by’ tab at the top right of the Product Listing page allows further refining. Failing this, please email [email protected], a representative from our customer service team will be happy to assist you in searching for a specific item.

How do I unsubscribe from the ESTHE newsletter?

If you have registered to receive email updates from us, and you no longer wish to receive these, you can remove your email address from our mailing list at any time. All email newsletters sent to you will contain an automated unsubscribe link at the bottom and you can opt-out by simply clicking on it and following the instructions. If you have any problems opting-out from the ESTHE newsletter, please contact ESTHE Customer Care on [email protected].

How do I make a purchase?

At first locate the desired product in our website and click on the image to view further information. If you wish to purchase it, just click the “add to basket” button and the product will be transferred there. You may continue your browsing and add additional products in the same way to the basket. At any time, you can view your basket through clicking on the button in the top right of the page. From there you can proceed to the checkout page where you can login using your existing account or register for a new account.

What if an item is out of stock?

If the item you are looking at appears out of stock then you will not be able to add it to your basket and purchase it. Please be aware that even if the product is in your basket it isn’t reserved and will therefore be available to other customers while you are browsing and until your order is paid for.

The item I want is sold out. Is it coming back?

The majority of our products are limited edition but they may be restocked in the future, so please keep coming back. You might also contact our customer care at [email protected] to receive further details.

How will I know if you have received my order?

As soon as you place your order and the payment is successfully completed you will receive an email that your order was accepted and is being processed.

After the item(s) have been located and the delivery address has been verified, you will receive a second email from us confirming that your order has been dispatched and providing you with the tracking number of your shipment.

In the unlikely event of any issue in processing the order, a representative will get in contact with you to resolve the issue.

I’m having trouble placing my order

Please email [email protected] and explain the issue you are experiencing. We will do our best to sort the problem out for you as soon as possible and get your order placed.

I need to change something on my order

If you need to change or cancel your order, please contact us immediately at [email protected]. We generally process orders within 24 hours, and once our warehouse has processed your order, we will be unable to make any changes.

I want to buy something that’s out of stock in my size. Will you be getting more?

All of our stock is available online but from time to time we may restock a popular style, so please keep looking back at the website.

Why do I need to provide a phone number?

Our courier companies require a contact phone number just in case they need to get in touch with you regarding your delivery.

We firmly believe in your privacy and the security of your personal information. We do not rent, sell or distribute our customers contact details to anyone.

I haven’t received my order confirmation email?

Not to worry! This may just mean there was a typo when you provided us with your email address.

Please email us at [email protected] and we will be able to update this information and resend the confirmation through to you.

What forms of payment do you accept?

We currently accept payment via our Stripe account: We accept all major debit and credit cards from customers in every country. Visa, MasterCard, JCB, Discover, Diner’s Club and American Express cards. More information at Cards and Payment Types accepted by Stripe.

Can I pay by Switch/Maestro?

When using a Switch/Maestro card please enter the long payment number (the longest number displayed in the centre of the card, not the smaller account number at the base of the card.) An issue number is only required for a Switch/Maestro card. If your Switch/Maestro card has no issue number, like some Royal Bank of Scotland cards, then leave this field blank.

What is a Card Security Code (CSC)?

The CSC (or CVV2 number) on your credit/debit card is a security measure banks require for all transactions where cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to physically have possession of the card itself. Most credit/debit cards display the three-digit code on the back of the card, after the card number in the signature strip. On American Express cards the security code is a four-digit code and it appears on the front of the card in the top right corner. If you cannot find your CSC please contact your card provider.

Sales Tax

ESTHE charges the appropriate state and local sales tax based on the delivery address of your order. Where required, tax will be also applied to the shipping and handling fees.

ESTHE collects sales tax in the UK.

Why should I save my payment details?

If you save your payment details it will make your Checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order. You can also track your order status and order history. Your password is unique to your email address and ensures that your account details remain secure. You can access your account information at any time to edit any of your account details. Each time you return to this site, remember to sign in using your email and password.

You have refunded my credit card, how long will this take to show in my account?

Once we have processed your refund, you will be notified via email.

The amount of time the refund takes to show up into your account depends on Stripe’s relationship with your individual bank, please contact your bank directly to check processing time.

When will my card be charged?

Your card will be charged after your order has been placed.

Is my parcel insured?

All items are insured against accidental damage & loss whilst in transit from ESTHE. Once your item/s have been delivered to the specified delivery address, they are no longer covered by insurance.

It is important to make sure you fill in your correct address when ordering from us. We cannot accept responsibility for the wrong address being used with an order.

What delivery options can I choose from?

We offer standard and express delivery options. Please see the delivery page for up to date delivery costs and times.

When will my order be dispatched?

Once your order has been placed, it will be dispatched in 1-3 working days. However, during busy periods, it may take longer before your order leaves our warehouse.

You will receive a confirmation email with a tracking number once your order has left our warehouse.

How much do you charge for shipping?

You can find all information about delivery time, costs and tracking on our Shipping page .

Do you ship to PO Boxes?

No, orders cannot be delivered to PO Boxes. Please bear this in mind to avoid extra processing time.

What company do you ship with?

Our shipping company is DHL.

How do I track my order?

When we dispatch your order for delivery you will receive a tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. All international orders can be tracked via www.dhl.co.uk/en/express/tracking.html

Can I get an urgent delivery?

Our courier company does not offer an urgent delivery option so we recommend allowing yourself enough time for your order to arrive.

Does my order require a signature on delivery?

Our courier companies require a signature upon delivery for both national and international orders. If you would like your order to be left at an address without being signed for please let us know and we can instruct the courier to do so, but we don’t recommend it.

My tracking says my order has been delivered but I haven’t received it. What do I do?

Please email us at [email protected] if your garment does not arrive within the expected delivery time frame. Our next step will be to lodge an enquiry with the relevant postal service. The postal service will then get in touch with you as soon as possible with an update.

It is important to make sure you fill in your correct name and address when ordering from us. We cannot accept responsibility for the wrong address being used with an order.

It is safer if you can have your items delivered when you are present, so please provide a secure daytime delivery address where possible.

Do you ship to U.S and Russia?

We are currently unable to ship orders to U.S and Russia.

How do I send my return back safely?

Please let us know at [email protected] within 5 days of receiving your order, providing your reasons and/or exchange requirements.
All items must be returned in a secure and waterproof courier bag.
We recommend using a tracked service as ESTHE cannot take responsibility for lost packages. Until your return is received by ESTHE, it is your responsibility.

Will there be an additional courier fee to send an exchanged item to me?

Shipping of the item back to you will be free for the initial exchange. Any subsequent exchanges will be charged extra shipping costs to send the item to you.
Please email [email protected] within 5 days of receiving your order, with the details of your exchange requirements.
We will process the exchange once we have received your item back, and all return/exchange requirements are met.
You are responsible for costs incurred shipping the item back to us.

Can I drop my return off?

No, we do not have a physical store to accept returns.
We will endeavour to keep you updated on the status of your return & if you have any questions please email us at [email protected]

I purchased an item on sale and it doesn’t fit. Can I return it?

We will happily offer you the option to exchange sale items that do not fit correctly and swap them for the right size if available. Alternatively, we can issue you with an online credit note of value equal to the price of the returned item/s (valid for 3 months).
We are unable to refund sale items or purchases made using a promo code.

How long does it take for returns to be processed?

Please let us know at [email protected] within 5 days of receiving your order, providing your reasons and/or exchange requirements.
Once we receive the item/s, please allow 5 to 7 working days for returns to be processed. We will endeavour to keep you updated on the status of your return.