Refund policy

To start a return or exchange request, please ensure you read through the following information and then visit our returns and exchange portal with your order details.
Follow the portal with your request to return or exchange, with a reason for this.
Any returns sent to us that have not been submitted via the portal will not be processed.
You’ll be notified via email once your return has been approved/rejected in line with our returns policy with next steps.
If you have any questions email support@eseni.com – please include your order number, reason for returning. Our team will respond in 48hrs.
Returns are covered by you 'the customer' - tracking should be added to the portal.

Your return request must be made within 14 days of receiving your order.
We can only accept returned clothing items if they are unworn and in a re-sellable condition, items must have all labels attached –– re-sellable means not damaged or obvious marks on the denim and internal waistband elastic in tact and not stretched.
The item must be returned in its original packaging, including box and dust bag –– the amounts of these can be deducted from the returned amount if they are not sent back.
Any items returned to us that do not meet our returns criteria, will be sent back to you. If you are unsure as to whether you are eligible for a return, please contact us at support@eseni.com.
If you have received an item that appears faulty, we’re sorry about this. Please contact our support team on support@eseni.com with your order details and a photo of the fault, one of our team will be happy to help.
If your order came with a free gift, this must be returned with the other items in your order.
Unfortunately, we are unable to accept returns on any gift cards, free products, gift boxes or measuring tools.
We recommend opting with a tracked delivery service and to hold proof of delivery. If the item is lost with the courier, this will need to be taken up directly with them and not with our team as we will not be able to assist.
Unfortunately, we do not cover return shipping costs, this cost will need to be covered by you.

Your refund will be processed once your return has been received and inspected.
Your return will be inspected within 14 days of receipt.
We aim to process your return as soon as possible however please allow up to 14 days for this to be processed over our busy Black Friday / Christmas period.
If approved, your refund will be issued back to the original payment method on your order.
All refunds can take up to 72 hours to appear back in your account from being issued.

If you’d like to exchange an item for another size, you are more than welcome to do so if the item you are exchanging meets our returns criteria above. Please note, that we can only offer one exchange per order and exchanges can only be made for the same item in another size, not for a different item.
Your exchange request must be made within 14 days of receiving your order.

ESENI is not responsible for any returns lost within the postal service. We strongly recommend that you send returns back to us on a fully tracked service.
If you believe that an item in your order is faulty or damaged, please send any photos of the damage / fault to our support team.
All returns are monitored to avoid misuse or abuse of our return policy. We flag customers who meet our criteria for excessive returns and those flagged may be subject to us reviewing and revoking our return policy. We reserve the right to refuse service to anyone.
For any more information, please email support@eseni.com

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