Delivery & Returns Policy
- Orders that are authorised before 3.00pm Monday- Friday: eligible for Next Day dispatch
- Orders that are authorised before 3.00pm Monday- Thursday: eligible for Next Day delivery
- Orders that are authorised before 3.00pm Friday: eligible for Saturday Next Day delivery
- Goods will not be dispatched or delivered on bank/public holidays
Delivery prices cover postage, packaging and handling, our orders will be sent using Royal Mail although we may at our own discretion use other delivery services.
UK Delivery Details
We offer the following delivery services for your convenience:
Standard Delivery – £4.95
This is a 1-3 working day service. Your parcel is fully tracked from dispatch to delivery. All deliveries will require a signature upon receipt. If you wish, you can nominate an alternative delivery address to have your order sent to.
Next Day Delivery – £7.95
Your order will be delivered by Royal Mail, which is a guaranteed next day delivery service. All deliveries require a signature upon receipt.
Saturday Next Day Delivery – £10.95
Your order will be delivered by Royal Mail, which is a guaranteed Saturday delivery service. All deliveries require a signature upon receipt.
Delivery to Europe – £14.95
European deliveries are through Royal Mail International Signed for service and may not always be trackable to the point of delivery.
International Delivery – £24.95
International deliveries are through Royal Mail and may not always be trackable to the point of delivery.
All international credit card transactions must complete 3D secure or else paid via a verified Paypal account.
ES@21 will not accept any liability for failed delivery due to incorrect delivery address or contact details being supplied. Please ensure you check your delivery address details before confirming your order, we also ask that you provide an up to date contact telephone number for your delivery.
Please note as items are dispatched from United Kingdom some orders may be liable for Customs Duties and/or Taxes upon entry in the delivery country. All such charges will remain the responsibility of the recipient/ buyer, we can not accept any responsibility for delays or non delivery due to non payment of Customs Duties. Please ensure you make yourself aware of any customs charges, each country has its own limits on imported items.
Any undelivered items will be returned to ourselves and refunds issued, however if items are undelivered due to: Customer error, Non collection, or refusal to pay customs duties, shipping charges will be deducted from refunded amount.
Unfortunately we do not accept orders for freight forwarding companies, any orders for freight forwarding will be cancelled and full refunds issued, we only deliver to the customers directly.
Please note that we will need to wait 15 working days from dispatch to investigate the non-arrival of an item.
What If An Item I Order Is Out Of Stock?
The website stock levels are live and always up to date. In the unlikely event that an order is placed for an item that is no longer in stock you will be notified by email and are entitled to a full refund. We will make every effort to find you a suitable alternative at this stage, should you wish, or proceed with a refund upon your instruction
Return of Goods Policy
Return of Goods Policy and Procedure
We offer no hassle refunds if you are not happy with your purchase (NO REFUNDS OR EXCHANGES ON CLEARANCE & SALE) .
Items to be returned must be in an ‘as new’ condition (unused, unworn, unwashed and complete with their original packaging and complete with all tags un-removed and devoid of any stains or odours). Failure to adhere to this may mean refunds are refused or only part refunds offered.
If you have purchased a product as a gift, please do not discard the product tags until you are sure the item does not need to be returned. If an exchange is required for an item of higher value, the new item will be dispatched upon payment of the price difference. Goods purchased at our retail store cannot be returned to our online store. Any items returned which do not comply with the return of goods policy will be returned to the customer and will not be accepted for refund until such time that the above conditions are met. This does not affect your statutory rights, and is in compliance of the relevant UK laws. You are not liable for any postage costs if you were supplied the wrong item, wrong size, wrong colour or if the item is faulty. If you are not liable for postage costs, then we will refund the amount paid to return the item(s) to us to the original card used to place your order, and you will not be charged postage fees for an exchange.
All you have to do is confirm return of the item by email & return the item(s) to us, within 14 days of receipt. You must inform us within 7 days of receipt of your intent to return, then you have a further 7 days to get the item(s) back to us (it must be back in our possession within 14 days of receipt) with your completed Returned Items Form in your package. Please allow at least 3 working days for the parcel to reach us. All item(s) must be returned in their original packaging.
If returning an item from a Non EU country please clearly mark the package “Returns” otherwise we may be charged UK Duty which will be deducted from your refund.
Any returns outside this timescale will be returned back to you, unless there are exceptional circumstances and are at ES@21’s discretion.
Any shipment costs charged at checkout will not be refunded unless the goods are found to be faulty.
The customer will be liable for the delivery cost for exchanges of items bought in any of our sales. We will contact you to take payment for the delivery cost of re- dispatching the new item out to you.
- Verify that your return meets the criteria in the Return of Goods Policy above.
- If you require an exchange for a different size or different product, please check online that the size you require is available. If the size you need is not available, you may wish to select an alternative from our range. If there is a difference in price, we will not need to contact you for payment providing your written authorisation is given.
- Return the item(s) in their original packaging, along with a copy of the invoice and the Returns form attached to your delivery, to the relevant address below.
ES@21, 21 Market Street, Wellingborough, Northamptonshire, NN8 1AT
- Once the returned goods have been received, checked and verified, your account will be credited, or exchange completed as necessary. For your safety it is recommended you use a ‘signed for’ delivery service, such as Royal Mail Recorded or Special Delivery, and ensure the package is adequately insured. We are not liable for any packages lost in the post.
If goods are returned due to being faulty, a full refund, replacement or exchange will be available upon confirmation of the fault by the brand, plus the cost of postage and packing (equal to the original postage and packing cost incurred by ES@21).
All refunds will be made only to the original card used for the purchase. Please allow up to 14 days for the refund to credit your account.
You have the right to cancel your order within 7 working days without giving a reason. The 7 days start from when you receive the goods.