F.A.Q. – Esque

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F.A.Q.

How will I receive my order ?

 If you have ordered multiple items, these may arrive in separate deliveries.

Esque has multiple warehouses and sometimes we need to dispatch your order from a few different locations.


How long will my order take ?

 We attempt to ensure every order is dispatched as quickly as possible, however some of our products are made to order and will come with longer lead times than others.

Please check the description of the item you are ordering as this will let you know what lead time is to be expected.
Please note: The time frame listed in the description is from order till dispatch.

My credit card isnt going through...

- Check that the card number is correct.

- Check the card name and expiry date is entered exactly as it appears on your card

- Check that your 3 digit CVV number on the back of the card is also entered correctly.

If you are still having problems please Contact Us.


Can I return my purchase ?

Yes absolutely, however we cannot exchange or return custom made items.

Our policy lasts 10 calendar days. Should you wish to exchange or obtain a refund for your purchased product within 10 calendar days, we will happily credit you for the cost of the product (excluding cost of shipping).

If you would like to return your product, you will be obliged to cover the shipping costs and a 10% admin fee.

If 10 calendar days have gone by since your receipt of delivery, unfortunately we can’t offer you a refund or exchange.

See our full Returns Policy here.


Courier Charges

Our couriers charge on either actual weight or volumetric weight (whichever is greater), we try our absolute best to keep transport costs down, Esque covers a portion of the transport fee to try lighten the load for our customers. 


How do I use my promo/voucher code ?

Simply add your desired items to cart, and follow the instructions to complete your purchase. You will be prompted to enter your voucher/promo code in during this process. Enter your valid code and the discount will automatically be applied to your cart. The discount will apply to  your cart items only, and not the shipping fee.

    If your code isn't working, please check the following:

    • Brand exclusions: Sometimes certain designers like James Mudge are excluded from discount. 
    • Minimum spend: Some vouchers or promotions require a minimum spend in order to be redeemed.
    • Expiry date: Check the expiry date of the promotion to ensure your code is still valid.

     


    Where is my order? How can I track the status of my order?

     Simply contact us with your order number and we will help you track your order.

    Please have your order number ready.

     


    Care Instructions :

    For softs :

     

    For surfaces :

    - Wipe with a clean damp cloth (microfibre if possible) and only water, do not use any abrasive cleaning detergents.

    - Brass tables- Polish with Cobra polish to protect brass form oxidation and liquid marks.

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