FAQ’s
FAQ’s:
Do you deliver to my country?
Yes, we ship worldwide. Order now and add sparkle to your look with Ess and Co jewellery.
Is Ess and Co jewellery waterproof?
Yes, we use metals which are durable, waterproof and tarnish free for our customers to enjoy long lasting jewellery. Some of our more delicate pieces may not be fully waterproof (Sterling silver, gold plating) however, by following our care guide and jewellery guide, you can still wear and wet jewellery regularly.
Is the jewellery hypoallergenic?
We consider our jewellery to be hypoallergenic as the metals we use are 100% nickel free which should not cause any allergic reaction for those with sensitive skin.
Are the accessories tarnish free?
Our accessories including bag charms and extended bag chains do not consist of tarnish proof metals. But, the metal components can be cared for to last longer.
How will I know when my order ships?
Once your order has been dispatched you will be notified via e-mail. You will be provided with a tracking number.
Can I return my order?
If you have not exceeded the timeframe, your order can be returned. For detailed information, please visit our returns policy page.
Please note personalised orders are non-returnable.
Can I cancel my order once it has been placed?
We may be able to cancel your order but we ask this to be done within an hour of placing your order. If it is too late for us to cancel your order, you can return your order once you receive it.
Please note personalised orders are non-cancellable.
Can I change my delivery address?
Yes, we can change your delivery address if you inform us within an hour of ordering – contact us via email or complete a contact form with your order details.
Where is my order?
We will keep you updated on your order status via email. You will receive an order confirmation after your order has been placed and a shipping notification once your order has been shipped.
If you have not received an Order Confirmation email please check your Spam/ junk folder within your email provider. If you are still unable to locate your confirmation email, please contact our team and we will be sure to resend it to you.
Why is my package delayed?
We ship parcels all over the world via Royal Mail. During holiday seasons, orders may suffer a slight delay in shipment due to an excessive amount of orders being fulfilled. In addition, Ess and Co. will not be held accountable for a delay in shipment caused by weather conditions, issues with international customs, or any other circumstances beyond our control.
Why do I need to pay customs duty? (for International Customers)
All International packages are shipped DDU (Duties & Taxes unpaid), meaning these fees are not included in the price of goods purchased or delivery price from our website. It is your responsibility to pay these fees in order to receive your parcel. We are unable to advise the amounts of what these fees may be, if applicable at all. We recommend contacting your country's custom office for an estimated charges & rates on packages coming from overseas.
I didn't pay the customs duty/I wrote my address wrong, so my package was returned. What happens now?
It is the customer's responsibility to pay any applicable customs duties and provide accurate address information for their order.
At Ess & Co, we offer a delivery fee of £12 for orders under £100, and free delivery for orders of £100 and above. However, we incur shipping costs ranging from £12 to £25, depending on the size and weight of the package. In cases where the customer provides an incorrect address, fails to pay customs duties, or decides to cancel the order, we are unable to refund the full shipping cost paid to the courier service.
In such instances, the shipping fee will be deducted from the total order amount, and the remaining balance will be refunded to the customer. Please note that the refund process can only be initiated once the returned package is received by us.
By purchasing a products with Ess and Co, you agree to all terms and conditions stated.