HOW TO REFUND

 

• AT ESTRO STORE 

1. Send a return request to customercare@estro.com.au within 14 days after you have received the item. Please include:

• Order number
• Code(s) of the item(s) to be returned
• Reason for return

 

2. Wait for our confirmation email.

3. Take your order and receipt to Estro, 253 Pitt St, Sydney NSW 2000, Australia

 

4. Refunds will be credited to your original method of payment within 3 to 10 business days (depending on your card issuer’s policies). 

 

• RETURN YOUR ORDER TO ESTRO VIA POST/COURIER

1. Send a return request to customercare@estro.com.au within 14 days after you have received the item. Please include:

Please include:

• Order number
• Code(s) of the item(s) to be returned
• Reason for return

2. Once received our return email confirmation, please send the order back to*:

Once your package reaches the warehouse, please allow 5 to 10 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. 

All items for return must be in their original, unused condition, with all designer labels still attached on the item and any related accessories or instruction booklets included with the original receipt form.

Inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We'll not accept return requests for defective, damaged or wrong item received beyond 14 days from the date of delivery.

Items sent back to us without first requesting a return will not be accepted. 

 

EXCHANGES 

OUR POLICY: 

For orders paid by Credit Card, the refunded amount will be available to Clients within 10 business days (but is usually much faster than this) and within their next billing statement. Processing time may vary depending on the Credit Card Company.

Orders paid by PayPal, will be refunded to the original account.
Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed. 

Delivery charges will not be refunded.

The Items should be returned in original condition (unworn, unwashed and unaltered) and in the original packaging with designer garment tags attached in its original position.  Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. Items returned to us in a non-sellable condition, will not be refunded and may be sent back to you. When you try on shoes, please do so on a soft, carpeted surface so that the soles are not damaged. If you decide that they’re not quite right, please return them in their original shoe box as it is part of the product, with another solid box around it, preferably the original outer packaging.

Please note that time is of the essence.  If the conditions stipulated by Estro are not met, including as to timeframes, Estro will have no obligation to refund, exchange or return the merchandise to you.  You may arrange collection at your own expense.

We do not extend this return policy to in-store purchases where the customer has had the opportunity to inspect and try on the merchandise before making the purchase.

 

 

 

 

 All our orders are shipped from our partner TLUXY.IT

We do our best to fulfill your order within 2 business days ( Please allow a 24-48 hour processing/handling time prior to your items shipping)

Please Note:

• We do not ship to a Postal Box address  or a Parcel Locker
• We are unable to redirect orders once items have been dispatched
• At the time of delivery, we invite you to be present at home and not to authorize the delivery of the package to your door in your absence as neither Estro nor the courier itself will be responsible in case of theft or loss of the package. Furthermore, in case of failure to sign upon receipt of the package, Estro will not be able to initiate the necessary investigations with the courier and the logistics office.

INTERNATIONAL SHIPPING - DUTIES, FEES AND TAXES

For International Orders (outside Australia) your merchandise may be subject to import duties, fees and taxes, which are determined once your shipment reaches your country and are payable by you. You may be required to pay additional customs clearance charges. Estro is not liable for, nor responsible for, such import duties, fees, taxes or charges. In addition, orders shipped internationally may be subject to customs clearance procedures that can cause delays beyond our control. If you choose to refuse a shipment from Estro, you are responsible for the original shipping charges (even on purchases that included free shipping at a cost to Estro), duties, fees, taxes and / or customs charges incurred, and the cost of return shipping. 

Please send us an email for further information: customercare@estro.com.au