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FAQs

Shipping

Esse ships internationally. Visit our global website to find out more about shipping duration and costs.

Shipping duration and costs vary based on your location. For more information, view our Shipping page.

You will be emailed the tracking number shortly after your order ships. To track your package, follow the tracking link in your email or input your tracking number into the carrier’s website.

If you see errors on the tracking page, have problems with your shipping address or need other assistance with tracking, please contact customercare@essethelabel.com.

Login to your account and click on ‘Addresses’ to amend your mailing address. If you have placed an order and would like to amend the mailing address, please send the new address to customercare@essethelabel.com at the earliest time. Please note that it may not be possible to amend addresses for all items which have been prepared for dispatch.

If you’ve received an incorrect item or if an item is missing from your order, please contact us at customercare@essethelabel.com with your order number.

Orders begin processing immediately and ship out within 1–2 business days. Business days are Mondays to Fridays (excluding holidays).

Orders with next day shipping must be placed before 10am (GMT+8), Monday - Friday, to be processed for same-day shipment.

Customers in Auckland can opt for click and collect to enjoy free shipping.

Pick-up your orders at our BLOC Collective store, located at 20 Normanby Road, Mount Eden.

Simply select ‘Contactless Pick-up’ under your preferred shipping option at checkout.

Pick-up your orders between Mondays - Thursdays, 11am - 3pm at BLOC collective.

Returns and Exchanges

If you need to return any item(s), please notify us within 7 working days of the date in which you received the items. We only accept returns for non-sale item(s). The item(s) must be returned in the original condition you received them. All items must be returned new, unworn, unwashed and with the tags still attached. All returns will be inspected upon receipt and any item in unsuitable condition will be sent back to you.

Kindly note that your refund will be credited back to you in store credits. We will only proceed with the return when we receive your item(s). You will be notified by email once your return has been received and processed. We are also unable to cover the shipping cost for your returns.

To process your returns, simply email us at customercare@essethelabel.com.

If you received a damaged or incorrect item, please email customercare@essethelabel.com with a photo of the defective or incorrect piece, as well as your order number. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

You may return your original purchase to exchange for another size or colour. The item(s) must be returned in the original condition you received them. All items must be returned new, unworn, unwashed and with the tags still attached.

To process your exchange, simply email us at customercare@essethelabel.com.

We only offer store credit for gift returns. Simply drop us an email at customercare@essethelabel.com to process a gift return.

Once you have contacted us regarding your returns, the item(s) should be sent back to us within 7 days. Returns outside these timeframes will not be accepted.

Please send all item(s) you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. Unidentified returns may be returned to the sender.

We recommend that all returns are securely packaged to ensure that they are adequately protected in transit, and we recommend that items are returned to us via registered/ tracked mail to ensure that they are trackable. Your return will not be accepted if it is lost in transit.

We’ve made returns and exchanges more flexible for our Auckland customers. Simply notify us via email at hello@essethelabel.com to make arrangements to drop off your returns/ exchanges at our BLOC Collective store within 7 working days.

Your refund will be credited back to you in store credits.

Custom duties and sales taxes are non-refundable through Esse.

Please allow 1-2 weeks for your refund in store credits. We’ll send you an email once we have received the item(s) and your store credits has been processed.

Product Information

Sizing varies between our items, so we recommend using these tools to better determine your ideal size:

• The Product Measurements Table and Fit Guide can be found on every product page by selecting the Product Measurements tab. Measurements are provided in both centimetres and inches, while the garment is laying flat. Some measurements (i.e. waist, chest, etc.) have already been doubled, factoring in the full circumference. You can compare these measurements to similar pieces you already own.

• Additional style and fit details are included in the Details tab on each product page.

Need more help? Send us a note at customercare@essethelabel.com.

We offer sizes XXS - XL in select styles. As we continue to grow, we hope to become more size inclusive and offer more size and fit options.

If you’re unsure about the size and fit of a product you love, email us at customercare@essethelabel.com for advice.

As we source our fabrics and produce each design in small quantities, designs may sell out quickly. We always try to restock our popular styles and re-invent our classics in new colours, shapes and fabrics, so keep a lookout for them.

Due to the nature of online shopping, items may occasionally be restocked after customer returns and exchanges are made, so please keep checking back on our website.

If an item that you like is out of stock, simply leave your email under the ‘Notify me when back in stock’ text on the respective product page or emailing us at customercare@essethelabel.com. We’ll let you know if the piece is due to become available again.

To keep your garments as fresh and pretty as the day they arrived, we recommend washing all pieces in cold water and hanging them dry. If you need a guide, just check out our garment care page.

We offer minor alteration services at a small cost. As the construction of every garment is different, we recommend dropping us an email at customercare@essethelabel.com for more enquiries.

Orders

You can cancel an item, change the size or edit your billing and shipping details before your purchases have been prepared for dispatch. If you need to make any amendments, simply email us at customercare@essethelabel.com.

Unfortunately, all orders which have been prepared for dispatch cannot be cancelled or amended.

We send out a confirmation email when the order is placed. After the order ships, you will receive a shipping email that includes tracking information.

You can also log in to your account to view your order history.

Please note that the estimated shipping date for pre-orders have been indicated on the respective product page. Pre-order dates are not guaranteed and may shift after your order is placed. You’ll receive email updates and a shipping email when your pre-order ships.

Enter your promo code at the checkout page and the discount will be applied automatically.

You don’t have to create an account to shop on our website. However, creating an account allows you to enjoy the following benefits:

• Save time with express checkout in future.

• Track your orders and review your past purchases.

• Accumulate your purchases or refer a friend to earn reward points.

We accept all major credit and debit cards, including Visa, MasterCard and AMEX.

Where are we shipping to?

Singapore
New Zealand
Rest of
the world