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Frequently Asked Questions

General Questions

What is Esther's return policy?

We want you to love your purchase, but if you are not completely satisfied, we will gladly accept many merchandise returns within 3 days of receiving the product.

There are exceptions to what you can return and when you cannot return. For example, If the item that is being returned is defected we will gladly accept your return and will pay for return shipping. If you have received the item but are not satisfied with your order, or just returning because you do not like the product, we will also process your return however you will be responsible for shipping cost and restocking fee.

Keep in mind that you have 3 days after receiving the product to notify us of your intent to return, simply contact us using the contact us form and we will respond to you within 24hrs, and will begin processing your return.

Please note: Items being returned must be in their original condition.


How do I exchange merchandise?

We want you to love your Esther’s purchase. If, for any reason*, you need to exchange an item, we will gladly assist you. Within 3 days of purchase, contact us and we will gladly assist you in the exchange process.

*Items must be unworn, unwashed and unaltered.


How can I change or cancel my order after it has been submitted?

We begin processing your order for shipment within 24-48 hours. After you have placed your order, you have 24 hours to change or cancel your order.


Why was my order cancelled the day after I placed it?

It is likely there was an issue with our inventory. When we went to locate the item, it was no longer available, and we will notify you when this happen. We apologize for any inconvenience this may cause.

I have not received a cancellation email. Where is my order?

If your order has been cancelled, in whole or in part, you will receive an email notifying you of the cancellation. If you have not received one, please check your spam folder. If you still have not found an email from us, check that the email address you provided on your order is correct. We are always here to assist you in any way.

When will I receive my order?

Here’s what to expect once your order is placed:
You will receive an order confirmation email that will include an estimated shipment date(s) based on the delivery method selected when the order was placed.
Once the order is shipped, you will receive a shipping confirmation email. Please click on the “Track Shipment” link within the email to receive the most up-to-date shipping information.
Items usually arrive within 5-7 business days. This is because most of our items are shipped straight from the manufacturer.

If it is taking too long to receive your item, contact us immediately and we will help resolve the issue.

Item is taking too long to arrive, where is my item?

Items usually get delivered between 5-7 business days. If For some reason your item did you arrive on time. Simply contact us, and we will help you tract the product and make sure you receive your time.

How can I change or cancel my order after it has been submitted?

We will begin processing your order 24-48 hours after your order has been place. If you would like to make changes to your order, log into your account and view order and make changes that way or you can send us an email withn 24hours and we will be glad to assist you.

Are your items used?

Everything we sell is 100% brand new, never worn or damaged.

<b>How long does it take for you to process an order?</b>

Orders are processed within 1-2 business days from Monday to Friday only.  Processing includes payment and order confirmation and packing for shipping via USPS or UPS.  Orders received over the weekend or on holidays will be processed on the next business day.

Why am I being asked to submit additional documents before my order is processed?
Some cases with certain credit card transactions in order to prevent fraudulent charge backs, we are obligated to ask for additional documents to confirm the transaction is valid and authorized.

Why is my order on hold?
Some orders with different billing and shipping information may take an additional 3 business days to process.  In addition, the customer will be contacted via email or phone and maybe asked to submit a most recent photo ID with a copy of a bill for verification.

Why did I receive an email asking for a replacement item for an order I already completed?
In the event that some items in your order are out of stock or unavailable, we will try to contact you via email and have you replace the item before we complete and ship it.  Please allow an additional 2 business days for processing.  If we do not hear from you within 1 or 2 days then we will ship the order as is and refund your original form of payment for the items that were not shipped.

Do you take orders over the phone?
Please call us at our toll free number for help completing your orders at:

What if I want to change or cancel my order?
You can modify or cancel your order within 1 business day or if your order has not shipped out from our warehouse.  Please notify us immediately by calling our toll free number during our regular business hours from 8:30 am to 5:00 pm (US Pacific Standard time) or email us at

What payment methods do you accept?
We accept the following forms of payment for orders within the 50 US states including the US territories and APOs:

a.Debit/Credit card payments with the Visa, Master Card, American Express and Discover logo.

Why is my credit/debit card being declined?
The usual decline reasons are:

a.There are not enough funds to pay for the order.
b.The billing address for the credit/debit card does not match the one you have in the order.
c.The CVV code or credit card expiration date you put in is incorrect.

My credit/debit card payment did not go through but why do I see it deducted from my account?
It means there was an attempt to make a purchase using the card but then we were not allowed to take the payment because of a mismatch on the billing address or the CVV code.  It is a pending charge that should clear out of your account in 3 to 5 business days.

How do I check the status of my order?
An email will be sent to you once your order has been shipped, with tracking information. You can also login to your account and check your tracking info.

Why was my order cancelled?
Orders are cancelled for the following reasons:

a.Your billing address does not match the shipping address.  Documents requested to verify the validity of the order or the owner of the card used to make the payment was not received.
b. Incomplete and invalid shipping information.
c.All items in your order are no longer available.

Do I have to register before I can place an order?
No, registration is not required to order from us, however it is recommended, since your order will be saved & you can always login to your account and review your orders & tracking..

How do I register?
Please go back to the homepage and click on the “My Account” tab on the top of the page.

When will you ship my order?
Orders are usually shipped 1 or 2 business days after an order has been placed from Monday to Friday only.

It has been more than 2 business days, why is my order still processing?

We are not able to verify payment and shipping information.  Orders with out of stock items usually take an additional 3 business days to process and ship.  Please see related questions under the heading, “Ordering”.

Do you ship to APO/FPOs?
We ship to those addresses including the US territories namely:
American Samoa, Guam, Northern Mariana Islands, Puerto Rico, US Virgin Islands, Federated States  of Micronesia, and Marshall Island

Do you have any physical stores?
We are an exclusive online store only. We do not have any physical retail storefronts.