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    Shipping & returns

    We know that same-day shipping is important, and that’s why our warehouse always carries vast quantities for each product. Once you sign up, we will approve your account within 1-3 working days. After that, your orders will get shipped out within the same day provided they have been placed prior to our cut off time. If for some reason we don’t currently have the product you ordered, then we usually ship the order between three to six business days. We will always tell you if that is not the case. We aim to ship out products that have a minimum 12-month shelf life; we will always inform you if that is not the case.

    When we send your order, we will email your with the order’s tracking number. You can use the tracking number to see where you package is, from the moment is leaves the warehouse, until the moment it is in your hands. Please note that delivery time to China, and Russia will take between 4 - 8 business days. Should you provide a delivery address in error or change the delivery address after the products are shipped, ESME is not responsible for incorrect delivery. Please note that warehouse pick-up is not allowed in our Luxembourg warehouses.

    Each country has different custom laws, and it is the customer’s responsibility to understand your specific country’s customs practices. If for any reason your package is held in customs, then we ask that you get in touch with your customs office. Ask them to release the package or return it to ESME. If they return the package to us, we will refund you for the purchase value. If customs seizes the products, then we cannot take responsibility or provide a refund.

    You can return your purchase within eight business days from the day you receive your purchase. We do not accept returns after eight days. The purchase can be returned for one of the following reasons only:

    • The product is defective
    • The product is damaged
    • The product is the incorrect order

    To set up a return, you can send us an email or call us; we will set up arrangements to return the products. Please continue to store the products according to the manufacturer’s warnings and labels. We will either offer you replacement products or a refund that is processed through the same method of payment you used to make the purchase. Some accounts will not show refunds for up to 30 business days. Each payment provider has different processing times and processes; please call your bank if you need them to release the funds in a timely manner.

    We will provide free shipping orders over €500. We charge a €30 shipping fee for purchases below €500.

    All orders are shipped from Europe, and we ship to most countries and territories.

    ESME provides some exceptions based on country and region. Please call us with any questions or issues. The shipping cost is transparent and is displayed in full at checkout if possible, if not someone will call you and inform you about the cost. Please note that you may be liable for any import duties for your specific country. We will not withdraw any payment until the day your product is shipped.

    We will provide you with a tracking number and shipping method as soon as your order is processed. We ship out all purchases within 24 hours on business days. Deliveries are complete within 4 - 10 business days. If for some reason we don’t currently have the product you ordered, then we usually ship the order between three to six business days. We will always tell you if that is not the case. Please always reach out to us if you have a question about your order delivery time.