FAQ
Yes, you need to create an Esaiv account to complete your checkout. Having an account allows you to:
· Track your orders easily
· Save shipping details for faster checkout
· Access exclusive promotions and rewards
If you forgot your password:
· Go to the Login page.
· Click on “Forgot Password?”
· Enter your email and follow the instructions to reset your password.
If you don’t receive the reset email, check your spam folder or contact [email protected] for assistance.
Once your order is placed, you will receive an order confirmation email, along with a tracking link when your order ships. You can also:
· Log into your Esaiv account and check under “My Orders”.
· Track your order by entering your tracking number on the carrier’s website.
If you haven’t received an update within 2 business days, please contact our customer service team for assistance.
Yes! From time to time, we offer special promotions. You can apply a voucher code during checkout:
· Add your items to the cart.
· Enter the voucher code at checkout.
· Click “Apply” to see the discount.
Note: Only one voucher code can be used per order, and some codes may have exclusions.
We accept the following methods of payment:
Visa, Mastercard.
Yes, Esaiv uses SSL encryption technology to protect your payment details. We do not store or share your payment information.
Currently, only one payment method can be used per order. If you need assistance, please contact our customer service team, and we’ll be happy to help.
Payment issues can occur for a variety of reasons:
· Incorrect card details
· Insufficient funds
· Bank restrictions on online or international transactions
· Security flags from your bank
Try a different payment method or contact your bank for assistance.
Your invoice will be automatically sent to your email after your order is confirmed. If you need a customized invoice, please contact our support team.
To ensure the perfect fit, please refer to the Size Guide available on each product page for detailed measurements. If you’re between sizes, we recommend sizing up for a more comfortable fit. If you need further advice, feel free to contact our team.
Some of our bestsellers may be restocked, but many items are limited edition. To stay updated on restocks, sign up for notifications on the product page.
We recommend following the Care Instructions on each product page to keep your items in top condition. Proper care will extend the life of your products and contribute to sustainability. It’s better for the environment, too!
Most of our products run true to size, but the fit may vary slightly by style. Please refer to the product descriptions and sizing charts for more details.
If your order is returned because the address you provided is incomplete or incorrect, you’ll need to cover the additional shipping costs to have the package resent to the corrected address. We are not responsible for lost packages due to incorrect or incomplete addresses.
Any duties, taxes, or customs charges incurred during shipping are the responsibility of the customer. These fees are not covered by Esaiv.
While we strive to deliver your order on time, unforeseen issues such as carrier delays, weather conditions, or strikes may cause delays. You can always track your order using the tracking number provided.
If you didn’t receive your tracking number, please contact us at [email protected], and we’ll send it to you promptly.
If your order hasn’t shipped yet, please contact us immediately to request cancellation. Once the order has been processed and shipped, we can no longer cancel it.
Yes, all orders enjoy free worldwide shipping.
If your package is delayed, you can check the tracking information for updates. If the delay extends beyond the expected delivery time, please contact us, and we’ll assist you in investigating the issue.
If your package is returned due to an incorrect address, you will be responsible for the additional shipping costs to resend the order to the correct address. Please double-check your address before placing an order to avoid delays.
Refunds will be issued to the original payment method.
If you’re exchanging an item for one that costs more, you’ll need to pay the price difference. If the exchange is for a lower-priced item, no refund will be provided.
Unfortunately, items that have been worn, washed, or altered in any way cannot be returned or exchanged. Please make sure the items are in their original condition when returning them.
We can only process returns or exchanges within 14 days of delivery. Unfortunately, requests made after this period will not be accepted.
We do not offer free returns unless the item is faulty or incorrect. The return shipping cost will be the responsibility of the customer.
Sale or discounted items are subject to the same return and exchange policy as full-price items. They must be unused, unworn, and in their original packaging to be eligible.
Once we receive your return or exchange request and the required information (including the opening video), we will process it as quickly as possible. Processing times may vary depending on the volume of requests.
Yes, to ensure a smooth return or exchange process, we ask that you send the item back in its original packaging with all tags still attached.
