ESTELLE

If you would like to return something at a ParcelShop, go straight to step 2.

To register for home pick-up, or if you would simply like to have an overview of the return process, start with step 1.

1. Log into your customer account
Log into your account, go to ‘Return Item’, click on ‘Return your products now’ and select the items you wish to return. At this stage you can schedule a home pick-up or choose your nearest Hermes ParcelShop. Find your nearest Hermes ParcelShop here.

For a home pick up our courier will attempt collection on the scheduled day between 8am and 8pm. If your box is particularly big please contact our friendly Customer Care to arrange a separate home pick up. (This refers to boxes 32x24x16 inches or greater – usually for orders containing winter jackets and boots).

After choosing the items you want to send back you can generate an extra return label at the end of the online return process. If you don’t have access to a printer you can request to have a return label sent to you by post. This can take up to seven days.

2. Pack the box
Simply stick the return label that you received with your order to the top of the parcel, making sure to cover the delivery label.

3. Return it
Head to your nearest Hermes ParcelShop (this can be any UK-wide Hermes ParcelShop) or simply wait at home for the courier to come and collect it on the prearranged day you have chosen.

4. Refund
Once we have received your returned items, your refund will be processed immediately. As a rule it takes up to 48 hours to appear on your card statement. In extremely rare cases it can take up to 14 days. If you paid by debit or credit card, the money will be refunded to the bank account linked with the card. If you used PayPal, your refund will appear on your PayPal account.

We have a returns policy of 100 days. This means you can send any unworn* item ordered back to us free of charge within 100 days of the order being placed.

*Items worn purely to see whether they fit are not considered worn. We reserve the right to refuse a return due to damage or on grounds of hygiene. Beauty products are not included in the returns policy. This does not affect your statutory rights.

Standard delivery costs absolutely nothing. Return shipping is also FREE of charge.

This means that you only ever pay the price shown on our website.

You can place an order on Estelle.co.uk if you have the following:

• a UK billing and delivery address.
• a debit/credit card or PayPal account linked to a UK bank account.
• an IP address in the UK.

To order place an item in your bag, just pick the size you want and press “Add to bag”, at the bottom of the screen. Your item will then be added to your bag, and a pop-up will appear giving you the option to go to your bag.

Next, you need to proceed to the checkout.  After selecting your delivery method, you will be asked to select a payment method. You can choose to pay with credit or debit card, or by PayPal. Simply select the payment method you would like, fill in the details where required and press “next”. On the next step you will be given the chance to check your order before placing it.

The order summary is the final step of our checkout where you can check your order details. If you would like to change any of the details of your order, you can do so here. If you are paying by PayPal you will now be redirected to the PayPal website to complete the process.

Once your order has been completed you will see the confirmation on the screen. You will also receive a confirmation email. If you don’t see the confirmation page, we suggest contacting your bank or card provider to see if the order has gone through before attempting to order again.

You can choose between two delivery methods: home delivery or delivery to a ParcelShop. Both options are of course completely free of charge.

If you place your order with us before 8pm, we will start processing it on the same day. Delivery generally takes 2 – 4 working days.

Home Delivery 

Home delivery is the standard service where you can have your order delivered to your home address, or any other address that you specify during the order process.

Delivery takes place between 8am and 8pm, Monday to Saturday.

ParcelShop

During the checkout process, you will be given the option of having your parcel delivered to your local ParcelShop. The ParcelShops are located in supermarkets, corner shops and newsagents and have extended hours, allowing you to pick up your parcel at a time that is convenient for you. To take advantage of this option, we will require your mobile number (which we will ask for during the checkout process) as this is how you will be contacted to say that your parcel is ready for collection.

To collect your order, you will need to take some ID with you. As proof of ID, the ParcelShops accept a passport, a photo driving license, a debit/credit card, or a recent utility bill. Please understand that without your ID, you will not be given your parcel. This is to protect our customers and we apologise if this inconveniences you.

Your parcel will be held in the ParcelShop for up to seven days, after which time it is returned to us. Once we have received the parcel back, you will be refunded for your order.

You can find your nearest Parcelshop here.

We also offer DHL Express delivery for an additional cost of  £5.95 you can have the parcel delivered to an address of your choice. Find out more about our Express option here.

We are only able to deliver within UK mainland. 

Please note that estelle.co.uk is only available for customers resident in the UK. To place an order on estelle.co.uk you will need: a UK billing and delivery address and a credit card or PayPal account linked to a UK bank account. Additionally the order must be placed from a UK IP address (your computer must be situated in the UK).

Without all of the above, you will unfortunately be unable to make a purchase on estelle.co.uk.

Say hello to express delivery with DHL Express. For £5.95, your desired products can be with you within 1 day of your order leaving our warehouse if you order until midday. Simply select express delivery in the checkout when placing your order.

• Express delivery is now available for multi item orders. At the moment, in specific situations, this service may not always be available on all multi item orders. The service is also not available for partner products.
• We offer this service to addresses in England, Wales, Scotland and Northern Ireland. Express deliveries cannot be sent to pick-up points. We are unable to provide express delivery to some postcodes.
• Deliveries are made Monday to Friday, excluding bank holidays
• You can use the following payment methods: credit card, PayPal and gift vouchers
• Check the status of your expedited delivery by logging into your customer account
• If the DHL express courier doesn’t reach you on their first delivery attempt, they will leave a note in your letter box. Follow the instructions on the card to rearrange delivery with DHL
• If you place an order early in the day (before 12pm), you will receive your products 1 day after they leave our warehouse. The estimated delivery is displayed in the checkout when placing your order. For some postcodes delivery may take longer; you will be made aware of this at the checkout.
• If you would like to return an order made by express delivery, just follow the instructions in our returns section here.
• If you return your items, the express shipping costs will not be refunded.

Paypal

When will I be charged?

Once the incoming payment is registered with us, your order will be processed. PayPal payments are usually confirmed within a few minutes.

What sort of payment confrimation will I receive?

If you are paying via PayPal, you will receive an order confirmation which also contains the link to your PayPal payment. If for some reason, the payment process is interrupted, this link offers you the chance to reprocess your payment with PayPal. However, please note that after three hours, payment via PayPal is no longer possible.

Can I pay by PayPal without creating an account?

You also have the option to pay via PayPal, and can do so, without even creating a PayPal customer account. In order to do this, select PayPal as your preferred payment method during checkout, and at the end of the ordering process you will be directed to PayPal. If you are already a PayPal customer, you can log in with your user data and confirm the payment. However if you are new to PayPal and would prefer not to create an account, then simply select the option ‘Don’t have a PayPal account?’ (highlighted below) and you can confirm the payment as a PayPal guest.

What happens if I make a return?

If you send goods back, the amount will be credited to your PayPal account. You can then choose if you want to use the funds through your PayPal account directly, or wish to transfer the amount back to your bank or credit card account. We have no control over this, but you can manage it directly using your PayPal account.

Credit Card 

Which cards do you accept?

At Zalando, you can easily and securely pay by card. We accept Mastercard, Visa, and American Express, in addition to Maestro, Solo, Visa Electron and Visa Debit cards.

When will my card be charged?

Your card will not be charged until your order has left our warehouse. If you send goods back, the amount will be credited back to your card account.

Are my card details safe?

For your convenience, your payment details will be saved on our encrypted server. You can delete your card details after you have placed your order by logging in to your account and clicking on 'My Payment Methods'. Select 'Delete credit card' to remove your payment details from our database.

Your card information is encrypted in our system using 128-bit SSL technology. This high standard of security means shopping with a card on Zalando is safe and secure, and ensures that your data will under no circumstances be accessible by third parties. You can find more information about this here.

Apple Pay 

How can I use Apple Pay? 

UK customers using an iPhone 6, iPad Air 2, iPad mini 3 and Apple Watch. Apple Pay is available for the following credit cards: American Express, MasterCard and Visa.

Apple Pay makes paying with iOS devices easier, more secure, and more private than ever before. To start with, make sure you have the latest version of the Zalando app and have registered your card details in Apple Wallet. You can then make a purchase with a single touch by placing your finger on Touch ID when checking out.

It is currently not possible to have your order sent to a ParcelShop or to choose express delivery.

Is Apple Pay Secure? 

Security and privacy is at the core of Apple Pay. When you add a credit or debit card to Apple Pay, the actual card number is neither stored on the device, nor on Apple servers. Instead, a unique number is assigned, encrypted and securely stored in the Secure Element on your device. Each transaction is authorised with a one-time unique dynamic security code, instead of using the security code from the back of your card.

Prepayment 

How can I pay by Prepayment? 

Pre-payment will be offered as an alternative, if no other payment method is available.

How do I pay by Prepayment? 

After placing the order you will receive a confirmation email including the necessary details for the bank transfer.

As soon as your payment reaches us, we will start processing your order. Depending on your bank, it may take 2-4 working days until your payment reaches us. The products you have ordered will be reserved for you for a maximum of 7 days.

Please be advised that, in order for us to process the order correctly, it is important that you enter the order number in the reference field and that you pay for each order separately.