FAQ
Frequently Asked Questions
Everything you need to know about ordering from Esme Durham. Can't find your answer? Email us at info@esme-durham.com.
Orders and Payment
How do I place an order?
Browse our collections, select your size and colour, and click Add to Cart. When you are ready, go to checkout and follow the steps to complete your purchase.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Diners Club, Discover and PayPal. The methods available for your order are always shown at checkout. See our Payment Policy page.
Which currency are your prices in?
All prices are in GBP (£) and include VAT. The amount you see at checkout is the final amount you pay, with no additional customs duties, import taxes or handling fees on delivery.
Can I change or cancel my order?
Orders can be changed or cancelled free of charge within 15 minutes of being placed. Because we process orders quickly, we cannot guarantee changes or cancellations after this window. Contact us as soon as possible at info@esme-durham.com. Once your order has been delivered, your right of withdrawal and our extended return period apply.
Will I receive a confirmation?
Yes. You will receive an order confirmation email as soon as your purchase is complete. Please check your spam folder if you do not see it within a few minutes.
Delivery
Do you charge for delivery?
No. Delivery is free on all orders, with no minimum purchase.
Where do you deliver?
We currently deliver to customers in the United Kingdom. Questions about delivery to another country? Contact us at info@esme-durham.com.
How long will my order take to arrive?
Orders are processed within 1 to 3 business days and delivery takes 3 to 8 business days, so most orders arrive within 4 to 11 business days after ordering. Orders are shipped from our central warehouse in China. Delivery times are estimates and can occasionally be longer around public holidays or because of carrier disruptions. See our Shipping Policy.
Which carriers do you use?
We work with established carriers including Royal Mail, Evri and DPD. Your tracking information shows which carrier is handling your delivery.
How do I track my order?
Once your order ships, you will receive an email with your tracking number. You can also follow your parcel at any time on our order tracking page.
My order has not arrived yet. What should I do?
If your order has not arrived within the expected delivery window, email us at info@esme-durham.com with your order number and we will investigate with the carrier straight away. If a parcel is confirmed lost in transit, we will send a replacement or issue a full refund, whichever you prefer.
Returns and Refunds
What is your return policy?
You have a statutory right to withdraw from your purchase within 14 days of receiving your item(s), without giving a reason. On top of that, we offer an extended return period of 30 days after receipt. Full details are in our Return & Refund Policy.
What condition do items need to be in?
For returns in the extended period (day 15 to 30), items must be unworn, unwashed and in their original condition, with labels and tags still attached and in their original or equivalent packaging.
How do I start a return?
Email us at info@esme-durham.com with your order number. Our team will confirm your return and send you the return instructions. Please do not send a return before receiving our confirmation, as unannounced returns cannot be matched to your order.
Who pays for return shipping?
The cost of returning items is paid by the customer. Returns go to our central warehouse in China, so we recommend a trackable shipping method and keeping your proof of shipment until your refund is confirmed. There are no return costs for items that arrived damaged, defective or incorrect.
How long does my refund take?
For withdrawals within 14 days, we refund the full purchase amount within 14 days of your withdrawal notification (we may wait until we have received the item or your proof of shipment). For returns in the extended period, we refund within 14 days of receiving and inspecting your return. Refunds go to your original payment method.
Can I exchange an item?
We do not currently offer direct exchanges. If you would like a different size or item, please return the unwanted product following the process above and place a new order.
I received a damaged, defective or incorrect item. What do I do?
Please email us at info@esme-durham.com as soon as possible with your order number, the item concerned, a description of the problem and photos. We will send a replacement or issue a full refund, whichever you prefer, at no cost to you.
Sizing and Products
How do I find my size?
Please check the size information on the product page and compare it with your own measurements before ordering. If you are unsure, contact us before you order and we will help you choose.
Are the product photos accurate?
We do our best to show colours and details accurately, but colours can look slightly different depending on your screen settings. If you have a question about a specific product, contact us before ordering.
Will sold-out items come back?
Some styles are restocked and some are not. Email us at info@esme-durham.com and we will let you know if a style is expected back.
About Esme Durham
Who is Esme Durham?
Esme Durham is an online fashion store for women and men in the United Kingdom, offering comfortable, timeless pieces. Esme Durham is a trading name of AB Community Group LLC. Read more on our About Us page.
Do you have a physical shop?
No. Esme Durham is an online-only store, and orders are shipped from our central warehouse in China.
How can I contact you?
Email us at info@esme-durham.com, call +44 20 4572 9562 or use our contact page. Customer Service Hours: Monday to Friday, 9:00 to 17:00 | Weekend 11:00 to 16:00 (CET).