What if my item arrives faulty?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 understand that occasionally, issues may arise, and you may receive a faulty item. If this happens, we sincerely apologise for this, please know we're here to assist you and make things right.

We will offer a refund back to the original form of payment, store credit or an exchange (subject to availability) if the garment:

• Has a genuine manufacturing fault,
• Does not match the description provided,
• Is unworn and has original tags attached and packaging materials,
• The claim is made within our generous 30 day return period.
  

What to Do If You Receive a Faulty Item:

1. Document the Issue: Take clear photos that showcase the fault or defect of the item. This documentation will be helpful when contacting us for assistance.
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. Lodge your return: If you require a quick replacement and stock is available you will be able to lodge your faulty return via our return portal here for a direct exchange. Please be sure to select the 'Item was faulty' return reason and ensure you upload a clear image showing the fault. If you urgently require the replacement item please opt for our instant exchange option as this raises the order immediately.
4. Follow Return Instructions: Depending on the nature of the fault and our return policy, we will provide you with further instructions on how to proceed. This may include returning the item for a replacement, store credit or refund and filling out short documentation for our team.
5. Return the Item: If instructed to return the item, please ensure that it is securely packaged in its original packaging with the relevant documentation so that our team can identify the item. Use the shipping label provided by our customer support team or portal, and follow the return instructions provided.

📝 Important to note 📝

All our faulty item returns require manual approval by our team to generate the complimentary return label. We kindly ask that you provide us with one business day to action this, however, if urgently required please reach out to our helpful customer happiness team so that we can look into this promptly for you.

Receiving a faulty item can be frustrating, but rest assured, we're here to support you every step of the way. ❤ By following the steps outlined above and contacting our customer support team, we'll work together to resolve the issue and ensure you receive a satisfactory resolution.