Before You Carry It Home
Answers to the questions you might have before, during or after your ESS journey.
Products & Leather
1. What type of leather does ESS use?
ESS products are crafted using genuine leather selected for its quality, feel and ability to develop character over time. We focus on thoughtful design and craftsmanship to create pieces that are made to be carried and enjoyed.
2. Are variations in leather normal?
Yes. Leather is a natural material, so variations in grain, texture, colour and minor markings are normal. These characteristics are not considered defects and are part of what makes each piece unique.
3. Will my leather product change over time?
Yes. Genuine leather naturally develops a patina with use. Its colour, texture and finish may gradually evolve depending on how and where it is used. These changes are a natural part of the life of leather.
4. How should I care for my ESS product?
Keep your leather product away from prolonged exposure to water, excessive heat and harsh chemicals. Avoid overloading bags or small leather goods, and store your product in a cool, dry place when not in use. For product-specific care instructions, please follow the care information provided with your ESS product.
5. Are ESS products handcrafted?
Yes. ESS products are thoughtfully designed and handcrafted in India, with attention to materials, construction and finishing. Small variations may occur as a natural result of the handcrafted process.
Orders & Shipping
6. How do I place an order?
Browse the ESS collection, select the product and any available options you prefer, add it to your cart and proceed to checkout. Once your order is successfully placed, you will receive an order confirmation.
7. Do you offer free shipping?
Yes. ESS offers free shipping on orders across India.
8. When will my order be dispatched?
Orders are generally dispatched within 2 business days after the order is confirmed, subject to product availability and any circumstances communicated at the time of purchase.
9. How long will my order take to arrive?
Delivery generally takes 3–5 business days, depending on your location and the courier service. Once your order has been dispatched, tracking details will be shared with you so you can follow your shipment.
10. How can I track my order?
Once your order is dispatched, ESS will share the available tracking information with you. You can use these details to follow your shipment until delivery.
11. Can I change my shipping address after placing an order?
Please contact ESS as soon as possible if you need to change your shipping address. We will try to accommodate the change if your order has not yet been dispatched. Once an order has been dispatched, the delivery address cannot be changed.
Returns, Exchanges & Refunds
12. Can I return a product if I change my mind?
No. ESS does not accept returns for change of mind. We recommend reviewing the product details, images and specifications carefully before placing your order.
13. What if my product arrives damaged or defective?
Please contact ESS within 2 days of delivery if your product arrives damaged or has a manufacturing defect. Share the required photographs and an unboxing video so that we can assess the issue and assist you with the appropriate resolution.
14. What if I receive the wrong product?
Please contact ESS as soon as possible if you receive an incorrect product. We will verify the order details and, where the error is on our part, arrange the appropriate resolution.
15. How long do I have to report a damaged, defective or incorrect product?
Any damaged, defective or incorrect product must be reported within 2 days of delivery. Claims reported after this period may not be eligible for consideration.
16. Do I need an unboxing video?
Yes. An unboxing video is required for claims involving damaged or incorrect products. It helps us verify the condition of the package and product when it was received and allows us to process the claim. Without an unboxing video, the claim will not be eligible for consideration.
17. Are sale or personalised products returnable?
Sale and personalised products are final sale and cannot be returned or exchanged. If a sale or personalised product arrives damaged, defective or incorrect, the issue must be reported within 2 days of delivery, along with an unboxing video.
18. When will I receive my refund?
If your claim is approved and a replacement is not possible, ESS will initiate the refund. Refunds generally take 5–8 business days to reflect in your account, depending on the payment method and the relevant payment provider.
Payments & Support
19. What payment methods do you accept?
Available payment methods will be displayed during checkout. You can select the payment option that is most convenient for you.
20. Are taxes included in the displayed product price?
Yes. Prices displayed on the ESS website are inclusive of applicable taxes, unless specifically stated otherwise.
21. How can I contact ESS?
For questions about products, orders, shipping or any other assistance, you can contact ESS through:
Email: studio@essverse.com
WhatsApp: +91 8920 114 629
22. What should I do if I have a problem with my order?
Please contact ESS with your order number and details of the issue as soon as possible. Our team will review the matter and guide you through the next steps.