HOW IS COVID-19 AFFECTING ESMIE?We hope you and your families are keeping well, we wanted to let you know it is business as usual at Esmie HQ, we are continuing our production and online services as normal. Our showroom is open, however please arrange an appointment with us so we can greet you on arrival.Please note during this time deliveries may experience delays, please do let us know if we can be of further assistance in tracking your delivery by either phone or email. We will not be despatching orders between 23rd December and 6th January – please see the delivery section for full details.We do hope we can be of service during this difficult time.Wishing you very best wishes,The Esmie team x
I AM HAVING TROUBLE AT THE PAYMENT PAGE. WHAT CAN I DO?
Apologies if you are experiencing issues with placing an order via the website at the payment page – we appreciate how frustrating this can be. The reason for this more often than not can be a web browser that might be incompatible – we would suggest using Google Chrome or Firefox if possible – and reattempt placing the order. However if the issue persists we would be happy to process your order over the telephone on – 01428 685766. We are open Monday-Friday 9am-5pm.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE DESPATCHED?
If the products you have selected are in stock, and the order is received before 1pm – Monday – Friday – we aim to despatch the same day for a next working day delivery (except during our Christmas/New Year closure and bank holidays – please see Delivery section for full details). We use an overnight express service with DPD Local, they will notify you of the expected delivery date/time as soon as the goods have been despatched. If your order is received after 1pm this will be despatched on the following working day for all next working day orders. Therefore please allow 1-2 days to receive the goods. For all UK orders with standard delivery please allow 3-4 working days to receive your order. All orders are delivered Mon-Fri. If you require a Saturday delivery please select this option at the checkout. On the unusual occasion that an item you have selected is out of stock (and has not been marked as so on the website) we will contact you and either offer you an alternative or advise you when that item will be available. Please do let us know if you have a date that you need your order by and we will do our very best to meet that deadline.
DO YOU ACCEPT INTERNATIONAL ORDERS?
Yes, we do. International shipping is currently available for: Europe & USA*. If the country you would like your order delivered to is not listed in our delivery page, please contact us at firstname.lastname@example.org or complete a customer service form by clicking the bell icon. We will be in touch with a shipping quote and will arrange shipment. Please note Esmie, is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser. Please check with your local customs office about rules and regulations that may apply to you.
DO YOU CHARGE SALES TAX?
Yes, we do. All goods attract VAT @ 20%. The prices listed are inclusive of VAT – there is a breakdown of VAT listed when you complete your order. If you are a business and wish to purchase items to be sent to EU countries please contact us separately and supply your VAT number so we can zero rate your order. All orders sent outside of the UK – the goods will also be zero rated.
IS MY TRANSACTION SECURE?
We take the utmost care and concern for your privacy while you’re shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. Our site is regularly checked by our payment merchant to ensure it is 100% secure. Card payments are processed by Sagepay – who will only process 3D secure transactions – ensuring that your card details are only being used by you.
WHAT IS YOUR RETURN AND REFUND POLICY?
Unused and unopened orders may be returned within 14 days of receipt for a refund. Once we receive the returned item(s) the charges will be credited to you (though delivery costs are non-refundable). Used, opened, and/or final sale items cannot be returned. Please email us at email@example.com if you wish to return a products/s, and we will advise you how best to arrange this.
WHOLESALE QUESTIONS FOR TRADE CUSTOMERS
- How do I become an Esmie Stockist?
- How do I place an order – do you have a trade catalogue?
- How long does it take to receive an order?
- Minimum Order Values?
- Do you exhibit at Trade Shows?
- Do you supply to international clients?
- Have a question you don’t see? Please contact us.
HOW DO I BECOME AN ESMIE STOCKIST?
We would love to hear from you if you are interested in selling our products. Please complete our stockist application form by clicking on ‘wholesale’. Alternatively contact us via email or telephone and provide some detail about your business, your location, and what products you would be interested in selling. We will then get in contact with you and let you know if your application has been approved.
HOW DO I PLACE AN ORDER - DO YOU HAVE A TRADE CATALOGUE?
We are in the process of working on a wholesale section of our website where stockists will be able to login online and access a trade catalogue where you will be able to place orders. However in the meantime we will email you a pdf trade catalogue listing the wholesale prices and terms and conditions.
HOW LONG DOES IT TAKE TO RECEIVE AN ORDER?
We operate mostly on a ‘made to order’ basis for wholesale customers. In general we supply orders within 2-3 weeks, during very busy periods this can be 4-6 weeks. However if you require goods by a specific date please let us know and we will do our best for you.
MINIMUM ORDER VALUES?
We ask for a minimum order value of £150+ vat. We also ask for minimums per design per product – but are willing to discuss your requirements. The carriage paid order value is £400+vat.
DO YOU EXHIBIT AT TRADE SHOWS?
Yes – we generally exhibit at two shows a year. Top Drawer Spring (Olympia – January) & Pulse (Olympia – May). We will have an Events page available listing our upcoming shows on the wholesale site when this goes live. If you have any queries please do not hesitate to contact us.
DO YOU SUPPLY TO INTERNATIONAL CLIENTS?
We love and are excited to hear from international customers that would like to stock our products. We do not have any distributors/agents and would be happy to supply direct.
DO YOU HAVE ANY QUESTIONS THAT YOU DON'T SEE?
If you have a question that we haven’t answered here – please do contact us at firstname.lastname@example.org