Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We understand that plans can change. If you need to cancel or update your order, please contact us as soon as possible at service@esspur.com.
Changes or cancellations may not be possible once processing, preparation, or shipping has begun. Any cancellation request will be handled in accordance with our Order Cancellation Policy.
How can I track my order?
How can I track my order?
Once your order has shipped, you’ll receive an email with your tracking information.
You can use the tracking link to follow your shipment as it moves through the delivery network. Please note that tracking updates may take some time to appear after shipment.
If you have any trouble locating your tracking details, please contact us at service@esspur.com.
What if there is a problem with my order?
What if there is a problem with my order?
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery whenever possible at service@esspur.com.
Please include your order number, a brief description of the issue, and clear photos or video of the item and packaging so we can review the case quickly.
Our team will assess the issue and provide an appropriate solution in accordance with our Returns & Refund Policy.
I didn’t receive my full order. What should I do?
I didn’t receive my full order. What should I do?
Some orders may be shipped in multiple packages to help ensure safe and efficient delivery.
If part of your order has not arrived yet, please check your shipping confirmation for additional tracking numbers.
If you’re unsure, please contact us at service@esspur.com and we’ll check the shipment status for you.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We accept eligible return requests for both defective and non-defective items within 30 days of delivery.
For non-defective returns, items must meet the conditions outlined in our Returns & Refund Policy, including being returned in their original condition with all parts and protective packaging.
Return shipping costs and other applicable conditions depend on the reason for the return.
Please review our Returns & Refund Policy for complete eligibility, return shipping, and refund terms.
How do I initiate a return?
How do I initiate a return?
To request a return, please email service@esspur.com before sending any item back.
Please include:
- Your order number
- The item you wish to return
- The reason for the return
- Clear photos of the item and original packaging
If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 7 days of delivery whenever possible and include clear photos or video showing the issue.
Our team will review your request and provide the authorized return instructions and return address.
Please do not send an item back without prior authorization.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes. We accept eligible exchange requests within 30 days of delivery.
If you would like to exchange an item for a different color, size, or product, please contact us at service@esspur.com before returning the item.
Exchanges are subject to product availability and the conditions outlined in our Returns & Refund Policy.
Any applicable price difference and return shipping costs will be handled in accordance with that policy.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once a returned item has been received and inspected, we’ll notify you whether the refund or exchange has been approved.
Approved refunds are normally initiated within 10 days after the returned item has been received and inspected, subject to any shorter timeframe required by applicable law.
After the refund has been issued, your bank or payment provider may require an additional 5–10 business days to post the funds to your account.
Exchanges are processed as quickly as possible after the returned item has been received and approved.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Orders are generally processed within 1–5 business days.
Standard delivery times vary by destination and shipping method. Most standard international orders are estimated to arrive within approximately 15–30 days after processing, although some destinations may take longer.
Once your order ships, you’ll receive tracking information by email.
For the most current delivery estimates and destination-specific information, please review our Shipping Policy.
Do you offer expedited shipping?
Do you offer expedited shipping?
Expedited shipping may be available for certain products and destinations.
If you need your order sooner, please contact us at service@esspur.com before placing your order with the product and destination details.
We’ll confirm availability, the estimated delivery time, and any additional shipping cost.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order has not entered processing, preparation, or shipment, we may be able to update the delivery address.
Please contact us at service@esspur.com as soon as possible with your order number and the correct address.
Once processing or shipping has begun, address changes may no longer be possible or may involve additional carrier fees.
Do you ship internationally?
Do you ship internationally?
Yes. We ship to many international destinations.
Shipping availability, delivery times, and available shipping methods vary by country or region.
If you’re unsure whether we can deliver to your location, please contact us at service@esspur.com before placing your order.