Delivery & Returns
Delivery costs
Delivery is free with a minimum order of HKD500. Orders under HKD500 incur a delivery fee of HKD60.
Delivery fee is calculated on total purchase less discounts.
Please note that for Hong Kong & Macau, our courier is S. F. Express.
Delivery Speed
Once the order has left the warehouse, you will receive delivery confirmation by e-mail.
Orders will be delivered within 2-3 business days from placing order. Orders cannot be delivered to a PO Box.
Delivery to convenience stores
Click on the "SELECT CONVENIENCE STORE" option at checkout page for easy and convenient delivery to your favorite store. Our partner S.F. Express delivers to 7-11 and Circle K convenience stores as well as to Shell gasoline stations.
Select the most convenient store by selecting the region from the dropdown box. Another dropdown box will be displayed then and you can select the district.
Ensure that a valid mobile number is provided as S.F. Express will text you once the parcel is delivered to the designated convenience store.
Please collect your parcel within 3 natural days from the time you receive the SMS and present the SMS to the store staff for shipment collection.
Collection in Esprit Stores
Unfortunately it is not possible to pick up an online order at an Esprit store.
Alternate delivery address
You can select an alternate delivery address from those saved in your Address Book whilst at the delivery address step of Checkout.
Signed delivery
Your item will be delivered with a signature of receipt.
Upon an unsuccessful delivery attempt by the courier, a card will be left for you to contact them for a redelivery date and timing.
You also have the option to choose a different delivery address than your billing address. For example you may want to use your work address for delivery or send the item as a gift. Just remember this will be your preferred delivery address so you will need to change it back if sending your next online order to a new location. Without limiting the operation and any other terms and conditions herein, we will not accept liability for any loss or damage arising from a late delivery. Without limiting the operation and any other terms and conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.
Tracking your delivery
Your delivery confirmation email will also include a consignment number. To track the whereabouts of your parcel click on the link for Hong Kong
http://http://www.sf-express.com/hk/en/dynamic_functions/waybill/#search/bill-number and enter your consignment number. The status of your parcel will be shown.
As a Esprit Friends member, you can also track your order by going to My Orders under My Account in My Esprit ( top left of website ). Go to the order details of the order that you want to track to view the status. By clicking on track this order, you are taken to S. F. Express website where you can find the most up-to-date information available on where your order is. Please note that until the carrier updates their computer with your tracking information, you'll be unable to track your order via the web. It is therefore possible that when we provide you with the tracking link, on the first day after you place your order, no tracking information will yet be available. However, the carrier usually updates their information within one business day of the time that we provide you with the link, so if no information is yet available please check again later. Some orders are packaged in more than one box. Each box will have its own unique tracking number.
Some possible statuses you will see are:
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If you don't receive your order within normal delivery time and you cannot find the information through http://http://www.sf-express.com/hk/en/dynamic_functions/waybill/#search/bill-number for please contact Esprit Customer Service so that we can investigate the whereabouts of your order.
If after 7 working days your order has not arrived, we will lodge a lost parcel investigation. It can take up to 7 days for a response on the lost parcel investigation. If goods have been lost, we will endeavor to refill the order or we will refund the order.
Missed the Courier
Upon an unsuccessful delivery attempt by the courier, the courier will leave a card for you to contact for arranging for next delivery within 1 week.
Incorrect delivery
In the event you receive goods that you did not order or an item is missing from your order but has been invoiced, please contact Esprit Customer Service on 852 3515 8686 or email hongkong@esprit-friends.com and we will correct the order and organise the return. Esprit will cover any costs associated with returning an incorrect order item.
Returns information
How does it work?
We are happy to refund any item within 30 days of purchase. Simply complete the Returns Form enclosed with your order and hand it over at any Esprit store. You can check the storefinder on our website for store details.
Or send to Esprit Online Return for refund:
Esprit Online Returns
43/F Enterprises Square III
39 Wang Chiu Road
Kowloon Bay
Kowloon
Lost your form? Click "Download Returns Form" below, print and complete including reason for return, and attach to your return.
Download Returns Form as a PDF
Download Returns Form as a Word Doc
Once the refund has been processed, you will receive a confirmation email. Refunds will be issued through the same payment method used to make the original purchase. Please note it can take up to 2 weeks from the date you post your return for your account to be credited. It depends on your billing cycles for the refund to show on your statement.
You also can exchange within 30 days of purchase. Exchange can only be on same style number at Esprit Retail Stores only. If the size or color is not available at Esprit Retail Stores, we encourage you to return the unwanted item for a refund and place a new order. At this time exchanges cannot be made through the Esprit Online Store.
All returned items must be sent back with original tags attached and items must be intact, unwashed, unused and undamaged. Due to hygiene reasons, any products like lingerie, fashion earring, swimwear and items with hygiene sticker cannot be returned and exchanged.
The Esprit online store only accepts returned goods purchased in the Esprit Online store.
Returns Period
You can return any items purchased except for lingerie, fashion earrings, swimwear and items with hygienic sticker at Esprit Online within 30 days of purchase. This also includes SALE items.
Returns Cost
Items can be returned free of charge at any Esprit store.
If you wish to send the items to the Esprit Online Return by using any postal service or couriers, please note - you'll need to cover the postage costs or local courier charges yourself.
Faulty Goods
We take great pride in our goods and packaging so we certainly hope that you never receive a faulty product from us. If, on the rare occasion, this does occur please contact Esprit Customer Service on 852 3515 8686 or email hongkong@esprit-friends.com to discuss your faulty item. Then download the Online Returns Form, complete and send back with faulty item. Faulty items can be replaced with the same item originally purchased (subject to stock availability) or a full refund. Esprit will pay all freight charges on faulty items.
