What if my package gets lost or arrives damaged?Updated 4 days ago
Lost packages?
At eS, we aim to deliver every order to you in perfect condition.
Please note, we are not the third party shipping company, once your package is picked from our warehouse, the shipper has full control of your package. Please reach out to the shipping company first if issues during shipping arise, this will be the fastest way to a resolution. For more information, visit our Track My Order Page.
After you have reached out to the shipping company, please be kind and contact our customer support team through our Contact Us Page with your order number and any relevant details. We will do everything in our power to help find your package.
Note: We are not responsible for stolen items.
Order marked delivered but not here?
Please check around your home and with neighbors or building management who might have collected it for you.
Also, double-check the shipping address in your order confirmation email to make sure it's correct. Sometimes, packages are marked as delivered but may take extra time to arrive.
If you still can't find the package, contact the carrier. To find your carrier, check your emails or visit our Track My Order Page.
For more help, email our team through the Contact Us Page.
Note: We are not responsible for stolen items.
Damaged packages?
We understand how disappointing it is to receive a damaged package. If this happens, please report it to our customer support team through our Contact Us Page as soon as you receive the order. Make sure to include photos of the damaged items or package.
We will review the documentation you provide and, if needed, arrange for a replacement or issue a refund.