Refund Policy

We want you to love every item you receive but we understand that there are times when you may want to arrange a return.

If you’re not 100% happy with your purchase please advise us within 72 hours in writing (on email) of your intent, along with your order details. Return it to us in its original condition and original packaging together with ALL of the extra outer packaging to try and ensure a safe arrival, within 14 days for a full refund, excluding delivery fees. Please enclose a copy of your order confirmation.

Please do not, under any circumstances deface any of the packaging.

You are responsible for covering the cost of returning items to us. Please take care to keep ALL packaging as we can only accept returns with the original packaging. It is important to include a copy of your order confirmation to help our warehouse identify your order. Without this, we may be unable to complete your refund or exchange within the required 14 days from arrival back with us.

You are responsible for ensuring items are returned in a perfectly resaleable condition and in ALL original packaging. Failure to do so may result in us being unable to issue a refund.

Standard and Extra Large Parcels may be returned by the courier of your choice. 

Smaller parcels may be returned via Evri (with suitable protective packaging) or if of a qualifying size, via Royal Mail Small Parcels but the risk of return is entirely yours. Please use all extra packaging.

If you believe your item is faulty, please contact our Customer team at Corinne@esmeshome.com

Please DO NOT attempt to fix an item yourself or via a third party as this will affect your entitlement to a refund, compensation or reimbursement. We also ask that you do not return a faulty item without contacting our Customer team first.

If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost.

We recommend that you return goods using an insured, registered delivery service and keep the receipt. We’re unable to accept liability for goods lost or damaged in transit back to us.

We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

Upon receipt of your order, it is your responsibility to check the goods for any faults or damages straight away. This gives you the opportunity to refuse a faulty item and allows us to resolve the issue as quickly as possible. Please advise us within 72 hours of any damage or fault.

Any item that is not part of our special order collection can be cancelled and returned within 14 days of receiving the goods. You are responsible for ensuring items are returned in a perfectly resalable condition and in original packaging. Failure to do so may result in us being unable to issue a refund.

If you have any particular feedback regarding our delivery service and returns policy, please feel free to contact our Customer Service at Corinne@esmeshome.com where your feedback will be very welcome.