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Returns & Exchanges

At ESSEN it is our priority to provide you with products of the highest standard whilst also offering exceptional customer service.

We make every effort to ensure that our website reflects true stock levels. However, if we are unable to fulfil your order we will notify you within three business days to arrange either a backorder or refund.

We want you to love your ESSEN shoes as much as we do, so we are here to help you with return or exchange requests for anything that isn’t perfect. All we ask is that you return your order to us in its original condition within 14 days. When you try your new shoes on we recommend that you do so on a soft surface so the soles stay in perfect condition.

Returns Process

To complete a return or exchange request please follow the below steps:

  1. Send an email to info@essenthelabel.com within 7 days of receiving your order and confirm whether you wish to exchange for an alternate size or return as a refund. Please state your order number, style(s) and size with an outline of the reason for your return and confirmation the items are unworn with tags included and in original packaging.
  2. We will then respond with a RA (Returns Authorisation) number and returns form for you to fill out and email back to our Customer Service team.
  3. Once we have received your complete returns form we will provide you with our return address. Please only send the package back to the Return Address we have provided. We will not be responsible for packages returned to other addresses.
  • Item(s) must be returned within 14 days of receipt;
  • Any shoes that have been worn or damaged will not be accepted for a refund or exchange.
  • Shoes must be returned in a saleable condition (all tags need to remain included and items must be returned in original packaging) and inside a protective shipping box. 
  • Returning your shoes safely to ESSEN is at the customer's expense and your responsibility until confirmation of receipt by our customer service team. 
  • We reserve the right to refuse a return if it does not reach our standards.
  • Exchanges can be made as a request only and this is subject to availability - if your requested item is not available then a credit note will be issued and you will be notified via email.
  • Please note, no refunds will be accepted on discounted items.
  • Postage charges on exchanges or returns (other than faulty) are not refundable.

Sale Items

Our edit is a careful curation of seasonless wardrobe staples and we price honestly all year round, so we never go on sale. We do occasionally have special promotions. Please be advised that ESSEN does not offer returns or refunds on discounted items. We kindly ask that you consider your order carefully before making a purchase. If you have questions about fit or styling, please contact our friendly customer service team.

Last Pairs & Samples sold at a special price and marked 'Final Sale' are not eligible for return or a refund.  


All accepted refunds are applied to the original card or account of purchase.  Please note that refunds may take up to 10 business days for your bank to complete.  This can vary greatly between card issuers and unfortunately we are unable to influence this. 

Faulty Items

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. Both the cost of the item plus shipping will be refunded.

What Defines Faulty?

  • 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:

  • 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 5 business days for the funds to appear in your bank account.