Frequently Asked Questions
1. Can I change my order after it's been placed?
We want your ES garment to fit perfectly into your wardrobe, so if you’d like to change your size, color, or fabric, we’re here to help! Email firstname.lastname@example.org as soon as you can. Once we hear from you, we are able to update our Production Team on your garment. Teamwork, y’all! An important note! Keep in mind that all garments are made to order, so if our Production Team has already begun working on your garment, we’ll have to restart the process. This may mean your order’s lead time resets at 2-4 weeks.
2. Do you offer refunds?
We currently do not offer refunds. Although we are always up for a challenge, offering refunds is a bit tricky for our company’s current model and size. Our made-to-order business model, financial workflow, and strong belief in our garments themselves make us confident in offering store credit only at this time.
3. My garment didn't work out! How can I return it?
Let’s make it right. We are happy to facilitate an exchange or a return for a store credit. In addition, we are happy to learn more about your day-to-day in order to recommend a garment that will fit well into your life after all. We are able to accept exchanges or returns for garments that are unworn and in good condition within 14 days of delivery. Email our Customer Relations Team at email@example.com to get the return process started! We'll also send you a store credit to put towards your next ES purchase!
4. Can I exchange my garment for another size or color?
Absolutely! Email our Customer Relations Team at firstname.lastname@example.org to get the exchange process started, and we’ll give you all the information you’ll need!
5. Will I have to wait the full 2-4 weeks for my exchange?
Due to our production flow, we are unable to prioritize exchange orders. We want to be sure that every customer receives her order within our promised lead time, and the only way that we’re able to guarantee this is to produce garments in the order in which they were purchased. This is an ongoing conversation here at ES, so if you have a light-bulb idea about this topic, let’s chat!
6. Can you rush ship my order?
Good things take time. We are unable to rush orders simply because there are no garments to rush. Every garment is carefully made-to-order only after it has been purchased. We promise it will be worth the wait! In the meantime, get to know us a bit better here!
7. Am I responsible for paying customs fees when my order arrives?
Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility. We know these fees can oftentimes come as a surprise, so get a heads up about your country’s customs fees with a quick online search before purchasing. We are also unable to mark packages as gifts.
8. What size should I order?
This is one of our favorite questions! We know sizing can be tricky when shopping online, and we’re here to help in any way we can. Take a look at our new Sizing Page! Then, email our Customer Relations Team at email@example.com for a sizing recommendation. Send us your bust, waist, and hip measurements along with your height and (optional) weight. If you’re up for it, photos always help us when providing a recommendation, as well!
9. Can I update the shipping address on my order?
For sure! If you order hasn’t shipped yet, we can change your address. Email our Customer Relations Team at firstname.lastname@example.org with your new address, and we’ll make sure everything is updated.
10. Are you able to update me on the status of my order?
Heck yes. We’re here to give you updates every step of the way! Email our Customer Relations Team at email@example.com, and we’ll let you know when to expect your order.
11. Can I set up a showroom appointment?
As an online company, creating time to see you in person is so important to us.We recently closed our showroom to make room for our team’s rapid growth. We are in the midst of renovating our building, and we have exciting plans to reopen our showroom in 2018. In the meantime, we encourage you to come to sample sales and in-person events! Stay in the know by signing up for our newsletter in the bottom right corner of our site. If you have questions about specific garments or fabrics, please email our Customer Relations Team at firstname.lastname@example.org.
12. How do I care for my garment? Is it dry clean only?
Care instructions are listed under “Material & Care” tab on all of our product pages. All of our garments, with the exception of some knits, can be washed and dried in your washing machine at home. We pre-wash and dry every piece(!) before it leaves our building. This means by the time it arrives at your doorstep, your piece has been pre-shrunk and will remain the same size after you wash it at home. We always recommend washing your ES garments with like colors using cold water. Lastly, we especially love the rumpled linen straight out of the dryer, so feel empowered to forego your iron all together most days!