What if I received the wrong item?Updated a year ago

At Esther & Co our mission is to clothe our valued customers in confidence with gorgeous styles that make you feel and look good. However, we recognise that mistakes can happen, and you may occasionally receive incorrect items. If this occurs, we're here to assist you and ensure that the issue is resolved promptly. 🙌 

Identifying Incorrectly Received Items:

Incorrectly received items are those that differ from what you ordered. This may include receiving the wrong:

• size,
• colour, 
• style, 
• or completely different items altogether. 

If this occurs we sincerely apologise but will do everything in our power to resolve this!

What to Do If You Receive an Incorrect Item:

1. Document the Issue: Take clear photos of the incorrectly received item(s), including any packaging or labels, to provide visual evidence of the error. We kindly ask that you include a full length image of the item received, an image of the barcode on the swing tag and the barcode on the clear bag the item arrived in.
2. Contact our support team: Reach out to our dedicated customer happiness team via live chat or email using [email protected] to report the issue. Please provide your order number and a detailed description of the problem, along with any supporting documentation.
3. Follow Return Instructions: Depending on the nature of the error, we will provide you with instructions on how to proceed. This may include returning the incorrectly received items for a replacement, exchange, or refund. If you urgently require a replacement please be sure to contact us on live chat or via Whatsapp text +61 2 7201 5522.
4. Return the Item: If instructed to return the item(s), please ensure that it is securely packaged in its original packaging with the relevant documentation so that our team can identify the order. Use the shipping label provided by our customer happiness team or return portal, and follow the return instructions provided.

Our Commitment to You:

At Esther & co, we take full responsibility for any errors in fulfilling your order and are committed to rectifying the situation promptly and to your satisfaction. We apologise for any inconvenience caused by receiving incorrectly sent items and appreciate your understanding and cooperation as we work to resolve the issue.

We understand receiving items can be disappointing, but we're dedicated to making it right for you. By following the steps outlined above and contacting our customer happiness team, we'll work together to resolve the issue as quickly as possible.