Customer Service

FAQs

Getting the perfect size!
Your account
Order online
Help with an existing order
Returns, Exchanges, Cancellations and Refunds Policy
Contact us

Getting the perfect size!

1.	Do you have a size chart? Yes absolutely. Check out our size chart for measurements and tips on how to get the perfect size.

What if I order the wrong size garment?
We are more than happy to exchange for the correct size, however you will have to pay the additional postage costs. Please check size charts first before ordering and if unsure, please contact us for help via the Contact us. See Return/Exchange details below for further information.

3.	How do I wash my garment? Always follow the care instructions provided with the garment.

The print on my garment is wearing off. Is this normal?
The print on your garment will fade very gradually over time. This is dependant on how much love you show your garments and use minimal amount of detergent as possible. Leave the bleach for the swimming pool and best to wash in cold water and line dry to minimise any shrinkage.

Your account

1.	Do I need an account? No – you do not need an account to shop with Estowear.com However, creating an account will allow you to order without having to fill in your details every time you shop with us. You will be able to view your order history and track your current order status.

2.	Email sign-up Sign up here for Esto Club our email newsletter updates with the latest trends, new arrivals, general information and special offers to members only.

Order online

1.	How do I pay for my order? You may pay for your order using the following payment methods: Visa or MasterCard.

2.	What currency can I use? Only Australian Dollars (AUD) at this stage. Other foreign currencies will be available in the very near future.

Duties and Taxes (International and within Estonia)
International Shipments made outside of Estonia may be subject to fees, charges, import duties and taxes. These are levied once your package reaches the country of destination and are at all times the responsibility of the recipient to pay.
Deliveries within Estonia are all inclusive and not subject to any further costs other than freight or any special requests.

4.	How many languages is it possible to browse in? Currently English is the only language possible for browsing. For the future we are working on having certain content also available in Estonian.

5.	Is it safe to shop on Estowear.com Yes very secure. You can shop with total peace of mind as we make every effort to ensure we have the built in protection and security for all your purchase and private details. We do not store any credit card details on our website.

Help with an existing order

1.	How do I track my order? By creating an account you will be able to view your order history and track your current order status. On the day that your order is shipped we’ll send you an email confirming its despatch.

Order changes
To make changes to your order, please use the Contact us link quoting your name, order number and how you would like to change your order. If your order is already in production we will suggest various options dependant on what stage of production, type of change and product you require.

Order cancellation
To cancel your order, please use the Contact us link quoting your name and order number. If your order has not been processed and production has not commenced we can offer you a store credit note to be used in full at a later date no more than 3 months after your original order or in some circumstances we can refund your paid order value less a processing fee to cover our costs to pay fees to merchant card payment providers, payment gateway providers and to cover any currency exchange rate differences.
If your order is already in production we will suggest various options dependant on what stage of production, type of change and product you require.

4.	Price adjustments Prices are subject to change without notice.

Order confirmation
When we receive your order, you will be sent an email confirmation within a few hours in most cases if not sooner. If you do not receive an email confirmation please use the Contact us link quoting the name on your order, your country of location, date and time of order and we will investigate and reply to you as soon as possible thereafter.

How long will it take to produce my order?
Please note that the majority of items are “made to order” we do not hold stock generally due to the enormous size of our range. The production time is approximately 15-20 working days from receipt of your order and payment. In some cases we have finished product available enabling us to despatch your order as soon as possible.

Do I need to be home to receive my order?
A signature may be required on delivery, so please make sure that you provide a delivery address where someone will be available to receive your goods. A work address is often a good option. If no one is available to sign for the goods, the parcel may be delivered to your local post office for pick up or returned to the transport company for future collection or re delivery.

Returns, Exchanges, Cancellations and Refunds Policy

3.	What should I do if I receive incorrect merchandise? If you were to accidentally receive merchandise that you did not order, please use the Contact us link.

Problem with the quality of merchandise?
If you believe that your merchandise is faulty, damaged or does not correspond to its description on our website, please use the Contact us link within 14 days of delivery and we'll do all we can to replace, repair and rectify the situation.
Important return information: Returning any merchandise is the responsibility of the customer. You must take reasonable care of the merchandise so that the merchandise is still in its original condition and packaging with tags still intact. If there is any noticeable wear, the merchandise simply cannot be returned.
What cannot be returned: No returns will be accepted after 14 days of receipt of purchase. Merchandise that is not in its original packaging cannot be returned. Merchandise with noticeable wear cannot be returned.
Returns for refund: must be made within 14 days of receipt of your product.
Returns for exchange: must be made within 14 days of receipt of your product.
Shipping charges for products returned: All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges.
To return your items:
Please use the Contact us link to obtain the RA (Return Authorisation) number. Please include in your information the name used for your order the country delivered too, date of order and order number and Invoice number if you have one and the reason for your return request. We will assess this request as soon as possible and contact you with further instructions including the RA number that will need to be marked in a conspicuous place on the outside of the returning package with a copy inside of your Invoice noting your RA number.

Customer Service Help Desk/Contact us

If you have any queries and would like to speak with a customer service representative, please contact us on:

Estonia: +372 5613 5605 (during business hours 9.00 - 16.00 Estonian EET) or Australia +61 423 909 900 (during business hours 9.00 – 18.00 Australian EST)

ALL THE ABOVE DETAILS ARE SUBJECT TO CHANGE WITHOUT NOTICE.

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