Return & Exchange Policy
A valid proof of purchase must be presented within 28 days of purchase and the items must be in the same condition as when purchased. We cannot offer a refund or exchange without a valid receipt. There are no refunds or exchanges on sale items.
You must present your original receipt, and the merchandise must be unworn, unwashed, unaltered and have all tags attached and intact. Specially ordered items and altered items are non-returnable and non-refundable unless faulty (excludes alteration service).
If your product is deemed damaged or faulty by a designated Este Couture staff member we will offer you a repair, exchange or credit note where appropriate, in accordance with your legal rights. Credit notes issued are valid for 1 year from the date of issue.
Earrings are non-returnable, non-refundable or exchangeable due to hygiene considerations.
The Nature and Care of Este Couture Merchandise
Este Couture merchandise is created to be worn for special occasions and not as everyday wear. General wear and tear, damage or colour changes that occur with wear or improper storage will be your responsibility, not the fault of Este Couture. Please follow the care instructions on your customer care receipt. If you have any questions about your merchandise please contact us at firstname.lastname@example.org.
Merchandise not Collected (“Abandoned Merchandise”)
60 days after your recorded event date (the date you gave Este Couture for your occasion), if you have not collected the merchandise for which you have paid a deposit, that merchandise will be considered abandoned. During the 60 day period after your recorded event date, Este Couture will try to contact you by phone, email and/or postal mail to request that you pick up your merchandise. If you’re unreachable or unresponsive to Este Couture communications, your rights to the merchandise will similarly terminate. In this occasion deposits are non-refundable.
Merchandise available in the store, with a minimum value of £100.00, maybe reserved upon receipt of a 25% minimum deposit. The minimum deposit will be equal to 25% of the total current prices, inclusive of VAT, of all merchandise being reserved. In exchange for your 25% deposit, Este Couture will place on hold the merchandise listed on your signed reservation receipt for a period of 30 calendar days from the receipt date. The 30th day is referred to as the pick-up date. If you cancel the reservation within 14 calendar days of the receipt date, Este Couture will refund your deposit and any other payment made towards the reserved merchandise. If you cancel the reservation after 14 calendar days from the receipt date, Este Couture will retain your deposit, if you have paid more than 25% for your deposit, Este Couture will retain 25% of the total value of the merchandise reserved and will refund the remaining amount of the deposit paid as well as any additional payments you made towards the reservation.
The remaining balance on the reservation must be paid within 30 calendar days of the receipt date. You must make your final payment in person, in the store where the reservation was made, on or before the pickup date. You must take the merchandise with you upon final payment as the reservation period will have ended.
Este Couture maybe able to place an order for select merchandise that is not available in store, this type of sale is a bespoke order. Bespoke orders are subject to a 100% full payment on all designer wear and 70% deposit on Este Couture collection items. No alterations can be carried out unless the garment and alteration costs are fully paid. Please ensure you have checked and signed the terms & conditions for your order. Exact colours, shades of fabrics and designs on trim including lace and beading cannot be guaranteed and may differ from the sample. Fabric swatches may not be cut from the actual bolt of the fabric used for the customer orders and variations may occur. All beading is hand stitched to ensure the highest quality; some beading may become loose or detached during the course of normal wear (as specified under The Nature and Care of Este Couture Merchandise). This is not a fault and the seller cannot accept responsibility for loss or damage in this event. Those conditions of purchase are stated on your bespoke order receipt.
You will be notified when your order has arrived at the store, you must pick up your order within 14 days of that notification date. You will be asked to sign a confirmation that the item(s) you are picking up are the correct items and that you or your representative has provided identification to prove you are the buyer. Items not picked up will be subject to the Abandoned Merchandise policy. Handling charges may apply to orders the require expediting.