ONLINE FAQS

  • 2022 PRICES

    We at Esmie are committed to supplying you the highest quality products, and try to absorb price rises where possible. However, as a result of increasing freight, duty, material costs and supply chain issues, our price increase has been implemented as of February 2022. These prices are reflected on the website.

  • DELIVERY COSTS

    As of 10th January 2022, we have reluctantly increased our delivery charges for UK Mainland orders under £50 – as per the following:

    Standard Delivery – £4.50 (was £3.95)
    Express Delivery – £6.95 (was £5.95)

    Orders over £50 we continue to offer free UK Mainland delivery, Express service is now £3.95 for orders over £50 (was £2.95).

    All courier companies have increased their prices dramatically over the past 12 months, due to increases in fuel costs, lack of HGV drivers and the ongoing impact of Brexit. We have subsidised these charges to date and continue to do so as much as possible, in order to offer our customers the best possible delivery charges as well as service. We thank you for your understanding and ongoing support.

  • OUTLET PRODUCTS

    What is an outlet product? There are many hand processes in making our products – unfortunately it is inevitable that some of the products do not quite meet our exacting standards to be sold at full price. All products in the outlet section have small imperfections. These might include, slight defects in the papers / bookcloth / book block  – none of which effect the functionality of the product. They are sold at greatly reduced prices in the hope they will find a good home and be enjoyed for the lovely items they are. Please note, all outlet products are non-returnable, are not eligible for ‘is this a gift?’ selection, and are unable to be sent outside of the UK. Unfortunately, as outlet products are one off items that we are unable to replace, we cannot ship outlet products outside of UK mainland. We will contact and automatically refund an entire order containing any outlet products, with a shipping destination outside of the UK mainland.

  • COVID-19 INFORMATION

    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 following Government guidelines. Our showroom is open, however please arrange an appointment with us so we can greet you on arrival. We kindly request you wear a face mask when entering the showroom.
    While we are continuing to meet our delivery guidelines, orders may on occasion experience delays, due to staff shortages caused by COVID-19. We thank you for your understanding and patience. Please do let us know if we can be of further assistance in tracking your delivery by either phone or email.
  • HOW LONG DOES IT TAKE FOR MY ORDER TO BE DESPATCHED?

    If the products you have selected are in stock, we aim to follow the guidelines of the delivery option chosen at checkout (except during our Christmas/New Year closure and bank holidays – please see Delivery section for full details). 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.

    UK STANDARD DELIVERY

    Orders will be despatched within 2-3 working days via – DHL/DPD on a next working day delivery service. Please allow up to 3-5 working days to receive the goods from the day of placing your order. This excludes weekends and UK bank holidays. Deliveries can be expected between 8am-7pm Monday-Friday.

    UK EXPRESS DELIVERY

    Orders placed by 1pm (GMT/BST) Mon-Fri will be despatched the same day on a next working day service with DPD/DHL. This excludes weekends and UK bank holidays. Deliveries can be expected between 8am-7pm Monday-Friday. *This is not a guaranteed service, however most orders are received next working day.

    SATURDAY DELIVERY

    Orders placed by 1pm Friday (GMT/BST) will be delivered on Saturday via DPD. Deliveries can be expected between 8am-7pm.

    GUARANTEED NEXT DAY DELIVERY

    Orders placed by 1pm Monday-Friday will be delivered next working day via DPD.*

    *Please note whilst it is very likely the goods will reach you by 12pm next working day, it is not a guaranteed service. However, it is guaranteed to reach you on the next working day by 7pm.

    *Some postcodes may incur additional charges and/or lead times, enter your postcode at the checkout to view options.

    Please see our delivery page for full details

  • 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 info@esmie.co.uk 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 recipient (the contact details given with the order). 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 info@esmie.co.uk if you wish to return a products/s, and we will advise you how best to arrange this.

WHOLESALE FAQS

  • 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 here. 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?

    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. We hope to launch this end of Jan 2022. However in the meantime we will email you a pdf trade catalogue listing the wholesale prices and terms and conditions. Please email us with details of your company, contact information and list of products and volumes you wish to purchase.

  • 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. We hope to launch this end of Jan 2022. 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 – our next show is Top Drawer Spring, London (Olympia – 20th February 2022). If you have any queries please do not hesitate to contact us.

  • DO YOU SUPPLY TO INTERNATIONAL CLIENTS?

    We 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. Please email us with your requirements.

  • OTHER

    If you have a question that we haven’t answered here – please do contact us at info@esmie.co.uk or complete a contact us form.

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