ONLINE FAQS

  • JUNE VOUCHER CODE

    We are celebrating turning 15 years old this month! To thank all our lovely customers for their wonderful support over the years we are offering 15% discount site-wide for the remainder of June! Please use voucher code: BIRTHDAY15

    15% Offer starts 11.06.24 – ends 11.59pm 30.06.24. Enter voucher code BIRTHDAY15 at the checkout to receive your 15% off products site-wide. Discount cannot be applied to orders placed prior to to midday 11.06.24.

  • PRICE INCREASES

    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 January 2023. These prices are reflected on the website.

  • DELIVERY COSTS

    As of 19th January 2023, we have adapted our delivery options to include an Economy service which will offer our customers a more economical solution when you are not in a desperate hurry to receive your order. We are now offering the following for UK Mainland:

    Economy Delivery – £3.95 (Tracked 48 via Royal Mail)

    Standard Delivery – £5.95 (1-2 working days via DHL/Royal Mail)

    Express Delivery – £7.95 (next working day service via DPD/DHL)

    Orders over £75 we continue to offer free UK Mainland delivery.

    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 cost of living crisis. 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.

  • 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.

  • PRE-ORDER PRODUCT ORDERS

    When placing an order for pre-order products please check the current lead time by clicking on the ? next to the pre-order bar. Alternatively please do call us and we would be happy to advise.

     Should you wish to purchase stock items at the same time we would recommend placing a separate order if you would like the products delivered sooner. If you add stock items to your order that contains pre-order products these we will be despatched all together when the pre-order items are ready.

     If you place an order with pre-order and stock items together and then realise you would like the stock items to be despatched ASAP please contact us on info@esmie.co.uk or 01428 685766 and we can arrange to take payment for a separate delivery charge (delivery charges apply for items under the value of £75 for UK mainland. Items over £75 we can send on a free of charge delivery service if requested.)

  • MY ITEMS HAVE ARRIVED DAMAGED/MISSING PRODUCTS

    Where goods are missing or received damaged, we must be notified within 24 hours of delivery in order for replacement goods to be re-sent free of charge. Please visit our full terms & conditions & returns policy. For any other queries relating to your order please email : info@esmie.co.uk or telephone : +44 (0) 1428 685766.

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 2023. 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 – 14-16 January 2024). 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.

© Esmie Ltd 2024. All rights reserved.