Returns & Exchanges
We want you to love your ESSEN pieces as much as we do. If something isn’t quite right, we're here to help with your return or exchange. Return requests must be submitted within 14 days of receiving your order, and items must be returned in their original condition. When trying on your new shoes, please do so on a soft surface to ensure the soles remain unmarked.
To submit a return please click here.
Please note, not all items are eligible for return. Due to health, hygiene, and packaging reasons, we are unable to accept returns on earrings, shoe care products, or socks. We kindly ask that you consider your purchase carefully. If you have questions, our friendly customer service team is here to help - please don't hesitate to get in touch before placing your orders.
We offer free return shipping for any eligible items you wish to exchange for another size, style or colour, subject to availability.
Before submitting your request please ensure you have reviewed the checklist at the bottom of this page to ensure your shoes qualify.
Please note: excessive use of our free exchange service will be closely monitored and in the event we consider there to be an example of misuse, we reserve the right to reject that exchange request.
Where available, we offer return shipping options for the items you choose to return for a refund. Below are our fixed return shipping costs back to our warehouse in The Netherlands. The fee will be deducted from the total amount of your original order, where we will provide you with a return shipping label.
Should you choose to return your order in separate shipments or using your own method and packaging, you will be responsible for all costs associated with this.
Use our easy to follow checklist below before returning your order, to ensure your refund or exchange will be awarded:
- Ensure your items are eligible for a return. Health and hygiene laws restrict the return of earrings.
- No visible marks to the leather soles or leather upper and insole
- Only try on your shoes on carpet, as hard flooring will leave marks
- Include all original packaging, including the shipping packaging
- Ensure your return request is submitted within 14 days of receipt
- The items returned to us match those in your return request
- Any returns that do not meet the requirements of our returns policy, will not be accepted and no refund awarded
Our collection is a considered curation of seasonless wardrobe staples, and we price honestly all year round—so we don’t go on sale. From time to time, we do offer special promotions.
Please note that ESSEN does not offer refunds to original payment on items discounted by 20% or more (excluding pre-order discount). These items can be returned for store credit or exchanged for a different style (free shipping not applicable).
Our FIT50 offer is valid for a limited time on The Foundation Flat & Modern Moccasin in sizes 43 and 44. Available online only. Offer cannot be applied to previous purchases and cannot be redeemed for cash or combined with any other offer. Terms of offer are subject to change.
Custom made pairs and last pairs sold at a special discount and marked 'Final Sale' are not eligibleto return for exchange, store credit or a refund.
We do apologise for any inconvenience a faulty item may cause and will refund at our discretion for any items deemed faulty. Please note that shoes that are damaged as a result of wear and tear are not considered to be faulty.
Faults may include the following:
- Manufacturing faults.
- Items that have been wrongly described.
- Items that are different to the goods that you ordered.
- Goods that do not do what they are supposed to.
- Items that have defects that were not obvious or we did not bring to your attention.
When purchasing from essenthelabel.com customers are protected under Australian Consumer Law and the relevant State and Federal legislation. If customers wish to make a claim for faulty goods, please email info@essenthelabel.com quoting your order number and outlining the fault.
Where a claim for faulty goods is made, the following will apply:
- Please notify us immediately and the item(s) must be returned within 14 days of receipt;
- The goods will need to be returned and inspected to identify fault and the extent and nature of wear may also need to be assessed.
- We reserve the right to consult with the supplier or manufacturer when assessing whether an item is truly faulty.
- We also reserve the right to repair or replace where applicable in line with the relevant legislation.
- Where a refund is deemed appropriate, a full refund of the purchase price will be credited as well as any delivery or postage charges paid on the original purchase plus any return postage will also be fully refunded.
- Please allow from up to 10 business days for the funds to appear in your bank account.
We kindly ask that returned item(s) reach us within 28 days of receiving your original order. If you anticipate any delay, please contact us in advance—returns received outside this window without prior notice may not be accepted.
Approved refunds will be issued to the original method of payment. Please note that it can take up to 10 business days for your bank to process the refund. Processing times vary between financial institutions and are unfortunately beyond our control.
We are unable to offer refunds for orders returned due to refusal to pay customs duties or for deliveries that could not be completed due to customer unavailability. For further details, please refer to our Shipping Policy.
For full information on returns and refunds, please see our Terms of Service.
Please note: our return policy applies to all orders once placed, and is compliant with both State and Commonwealth Australian law.
