Designed in Melbourne, Handmade in Italy & Portugal

Frequently Asked Questions


Orders

Why Are Some Items Listed As Pre-Order?

We give you the opportunity to get the first look at our new product releases and to purchase these styles in your size before they are all gone. Pre-ordered items are not immediately available to be shipped out to you as our craftsmen in Europe are still creating them. We provide you with estimated delivery times on the product page of your chosen item and will ship your order as soon as it becomes available in our stock. Please note these are guidelines and we will keep you updated on the status of your order.

Please familiarise yourself with the following Pre-Order terms before completing your purchase:

  • When placing you order you will be required to pay for the product upfront to secure your Pre-Order, but we do offer special incentives for Pre-Order purchases.
  • Due to the pre-sale nature of such transactions, you should expect a delayed period between the purchase of the product and the actual delivery of the product. Delivery dates are subject to change and our customer care team will be in touch should there be any unexpected delays with your order.
  • Our standard Return & Exchange policy applies to all pre-orders. 

How Will I Know When My Order Has Been Received?

Log into the email account supplied at the time of placing your order and you will see an email from ESSEN. This email will let you know that we have received your order and that it is being prepared for dispatch. It will contain the date of your order, styles purchased and order number for your reference. Please note it may take a few minutes for this email to reach your inbox.

Where Is My Order?

Once confirmed, your order will take 1-10 working days to reach you depending on your location and selected shipping method. Your parcel can be tracked through your ESSEN account, so keep an eye on its progress as it makes it way to you.

Can I Add An Item To An Existing Order?

We are unable to add an item to an existing order or combine two orders together in the same shipment. You will be required to cancel your order and place a new one with all the items you wish to purchase; alternatively you may simply place a new order for the additional item.

How Can I Change Or Cancel My Order?

Our business hours are 8.30 AM – 5 PM Monday to Friday AEST. Orders placed before 12PM will be processed on the same business day. If you need to amend or cancel your order you will need to contact our Customer Service team before 12PM on the same business day of placing your order via our contact form found here or email us at info@essenthelabel.com. If your order was placed outside of business hours it will be processed the following day. We will do our best to amend your order prior to being despatched where possible.

Where Is My Return?

Once you’ve posted your return back to us as per the instructions provided here, we will send you an email to notify you that is has arrived safely. Your refund or any exchanges you’ve asked for will then be specially arranged for you. Refunds will be processed within 3-5 days of receiving and approving the returned product. Please note this does not include any delays that may occur due to processing times or delays by Braintree (a PayPal company).

Product Information

Are The Colours Of The Shoes Accurate?

At ESSEN we like to keep things clean and simple. We aim to display imagery that is an accurate reflection of our product so that there are no surprises when your order arrives. Our online colour palette is very close to the colour palette of the shoes, however some colours may vary slightly from those displayed by your monitor, or on varying Internet browsers.

How Do I Know What Size To Choose?

We know online shopping can be tricky when trying to determine the correct sizing and understand how important it is for shoes to fit properly and feel right. We take time to explain a style’s fit and material on each item’s page, along with a detailed size chart. All shoes on essenthelabel.com are shown in European sizes. Please note this chart is an indication only and sizing may vary from style to style, particularly since unfortunately there is no universally accepted size chart.

If you do have any other questions relating to fit, materials or want specific measurements, please contact Customer Service who will be happy to advise you.

How Should I Look After My Shoes?

Soft and buttery, our leather is reliably hardwearing, yet as a natural material it can be sensitive. We suggest you take extra care of your shoes by keeping them protected from the rain and rough surfaces which can scuff and damage the shoes, as well as investing in professional cleaning when necessary. All of our leather shoes are made from natural hides that have inconsistencies. These natural markings on the hide are part of the beauty of the material and the shoes.

All leather and suede needs to be conditioned once in a while to keep it soft and supple. To get rid of light stains, wipe the shoes with a slightly damp cloth. Always dry leather or suede at normal room temperature. Creams and waxes can be used to maintain your shoes’ original suppleness. Please test on a discrete area first to ensure you’re happy with the result.

Please refer to our extensive Shoe Care Guide here for information on materials and how to care for your ESSEN purchase. For more detailed information contact info@essenthelabel.com.

Shopping

Why Can’t I Add Items To My Shopping Cart?

If you are having trouble adding items to your shopping cart, your web browser probably has “cookies” disabled. A cookie is a small file stored on your computer that keeps track of what you’re doing on our website, i.e. what items you have bought before and what you have in your shopping bag. Modify your cookie settings in your web browser to enable online orders.

I Saw Something I Wanted On Your Site, But Now It’s Not Available Anymore?

We know how disappointing it can be to find out something you’ve kept your eyes on has sold out. We always try to re-stock our popular styles to give you the best possible edit of timeless, functional and durable footwear. If there is a particular style you would like to see back in stock, please leave your email on the Product Page or please contact our Customer Service team.

Will ESSEN Have Seasonal Sales?

As our edit reflects key wardrobe staples that are transeasonal and timeless, ESSEN does not have seasonal sales. To make sure you are notified about special promotions and new arrivals, please register for email updates by submitting your email address at the bottom right corner of the homepage.

Where does ESSEN deliver?

We deliver worldwide. 

What are the shipping costs?

  • Free standard shipping within Australia

  • Europe - € 19.00

  • Rest of World - € 29.00

  • Express Shipping - Flat Rate € 50.00

Payment

What payment methods do you accept? 

For payments, customers can use their credit or debit card. ESSEN uses Braintree (owned by Paypal) as its secure payment gateway; payments are processed in real time and ESSEN does not have access to customers’ full credit card information or credit card numbers.

The credit card payment is secured by Braintree, who process online credit card transactions securely for thousands of merchants globally, providing a safe and secure online payment service. 

Is It Safe To Order Online With ESSEN?

Protecting your personal and order information is a priority for us. We want you to be able to order from us with total confidence.

Our eCommerce system uses a secure transaction environment. We use the latest Secure Sockets Technology (SSL) available to ensure your information is safe and secure at all times. SSL is an industry standard, which is used by all the major eCommerce sites on the Internet. It works by encrypting the details which you enter on our website, preventing the information being intercepted by an unauthorised party. We do not store any payment details in our database.

Why are prices in Euros only?

We're committed to providing you with the highest quality European made footwear for the best possible price. Being a small label and with all of our input costs denominated in Euros, we hope you understand our position to put in place a natural foreign currency hedge by pricing our products in Euros. By doing this we ensure that our repeat orders and upcoming product releases can be delivered to you.