FAQs
We hope we can answer your question below, but if not, feel free to contact us at
- SIZING / MEASURE / FIT
- SHIPPING / DELIVERY
- RETURNS / EXCHANGES
- DISCOUNTS / OFFERS
- ORDER CHANGES / CANCELLATION
- PAYMENT / CHECKOUT
SIZING / MEASURE / FIT
1. How do I know what size I am?
Each Product Page features a size chart to help you get the right fit, and our Size Guide Page is also a great resource. For bras, we highly recommend measuring your underbust and bust before ordering.
2. The product doesn't fit. What can I do?
Please visit here or send an email to support@essenther.com for more specific assistance.
3. Do you plan to make more sizes?
As a growing company, we’re always looking to improve our product offerings and size availability. If you have a suggestion for a new product or size, please send us a message.
SHIPPING / DELIVERY
1. When can I expect my order to arrive?
2-5 business days to US, 4-15 business days to Australia & New Zealand, 10-20 business days to rest of the world. Know more details here.
| US | Australia & New Zealand | rest of the world |
|---|---|---|
| 2-5 business days | 4-15 business days | 10-20 business days |
2. Where is my order?
Upon shipment, package tracking information is sent to the email address associated with your order.
You can visit here to view the latest shipping information on your order.
If you didn’t receive a tracking number, or the tracking seems inaccurate, please reach out to us at
3. Order never arrived. What should I do?
Please send an email to
RETURNS / EXCHANGES
1. What can be returned?
We want you to be completely happy with your new purchase. If you don't love it, send it back, it's that easy! We will gladly accept return orders within 30 days of receiving your product for a full refund under the following conditions:
- Items must be in original condition, unworn, unwashed, NEW with tag, and returned in the original plastic bag packaging.
- Products on sale cannot be returned once purchased.
- We reserve the right to reject returns sent or communicated beyond the return period limit, or items (and their packaging) that are not in their original condition.
- Any bundles or packs must be returned in full and under the above condition for a full refund.
2. How can I return my items?
Please email us at
- Please follow our steps emailed to you to contain certain packaging information when return the item so we can successfully process your returns.
- The customer is responsible for the shipping costs, customs, taxes and all the other fees of returning the product to us.
- Please return the package with a valid tracking number for your personal insurance. We will not be responsible for any lost return packages.
3. How can I exchange my items?
Our site does not offer an exchange policy, please submit a new order for your new items.
4. When will I receive the refund?
Please allow 2-4 business days to process the return once it’s received. We will refund the price of the merchandise including any taxes you were charged upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement.
DISCOUNTS / OFFERS
1. Why didn't my discount code work?
There are many reasons a discount code may not work: it may be expired; you may have used the discount code previously; or there may be another discount code already applied to your cart (only one discount code can be used per order). For further assistance, contact Customer Care at support@essenther.com .
2. Can I use more than one discount code?
Only one discount code can be used per order. Items marked down and “on sale” can be purchased with an additional discount code. Some exclusions apply; certain products may be ineligible for discounts.
ORDER CHANGES / CANCELLATION
How can I change or cancel my order?
Since we want to send your items to you as quickly as possible, we are generally unable to make changes to an order after it's been placed. However, you can send an email to
PAYMENT / CHECKOUT
2. Why am I charged an “international fee” ?
The bank of our receiving account is located in Hong Kong. This means that some banks charge international conversion fees. This rate depends on your bank. And this fee is paid to your bank, we do not charge any fees other than product costs, shipping costs (if have) and taxes.
Contact Us
Questions or concerns about a product? Any problem? Our customer care team is here to help. Contact us via Email and we'll be sure to get back to you as soon as possible.
Email us anytime at
Address: 8/F OFFICE 5 MEGA CUBE,8 WANG KWONG ROAD, KOWLOON BAY, Kowloon Hong Kong SAR
