Customer Service & Orders

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When you place an order, you will receive an email confirming receipt of your order. This email is only an acknowledgement for information purposes and it does not constitute acceptance of your order by us.

The contract between you and us in relation to the products will not be formed until we have accepted your order.

If your order is accepted, we will send you a confirmation email, and thus concluding the contract. The confirmation email will include a description of the products purchased in the order and certain other information about your rights to cancel the contract. Only those products listed in the dispatch confirmation email are included in the contract between you and us.

PROCESS

To place an order, the buyer proceeds to:

(i) selecting the product, size and/or colour

(ii) filling their virtual shopping cart with the quantity of products they have selected in the catalog of the Website

(iii) Verifying the details of their order and the total price thereof in their virtual shopping cart and may, if they change their mind or wish to correct any errors, proceed to modify an order by using the opportunity offered to return to the previous pages

(iv) launching the order by pressing the “order” button and

(v) the information of his personal information allowing the delivery of the Product and the payment thereof; then

(vi) confirming their order after having read the General Terms and Conditions of Sale and then

(vii) receive, as soon as possible and by e-mail, an acknowledgment of receipt of the order forming the contract and confirming payment.

PAYMENTS

We use a secure and encrypted payment gateway to ensure your information is safe and you can shop safely. We accept all major Credit Cards (including PayPal).

We also accept payments via Clearpay, which allows you to buy an item and pay for it in 4 instalments, collected every 2 weeks!

Please note that for some items or products, quantities are limited to only one unit of each item per order.

RIGHT TO REFUSE AN ORDER

We reserve the right to refuse an order in the case in which Stripe, our payment gateway, does not obtain the approval from customer’s bank.

Once an order made of available items has been placed, the order and any other information provided cannot be changed. Orders placed separately will be dispatched separately. We also reserve the right to refuse to process orders and/or service in any moment.

Kindly refer to our terms and conditions for more information.

Once you place your order, we make efforts to process it within 48 hours, after which you shall receive an order confirmation email, communicated via email.

If we do cancel your order, you shall be refunded the amount you paid in full within 3-5 days. We shall also notify you as to why it was cancelled via email, for example, due to an inventory error.

Kindly refer to our terms and conditions for more information.

There are multiple statuses for your order depending which stage it is at. Some statuses you may see when checking your order’s progress include:

Pending payment — Order received, no payment initiated. Awaiting payment (unpaid).
Processing – We have received payment for your order and it has been created.
Order Received – Your order is waiting to be processed by the Dispatch Team.
Complete – Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
Closed/ Refunded – Your order has been refunded.
Dispatched – Your order is being worked on by the Dispatch Team. Please note, your order cannot be amended at this stage. You can go to “track your order” page to track your shipment status once the goods have been dispatched.
Canceled — Canceled by us or the customer
Failed — Payment failed or was declined (unpaid) or requires authentication

We offer a free shipping option for orders above £80 within the UK. You may be required to pay import and customs charges if you are based outside the UK. (We will make efforts to display these charges at checkout)
We offer free delivery for all accessories. Accessories are delivered within 2-3 working days.

Please allow up to 72 hours to process orders, and after this, depending on the courier service you have selected at check-out, we will attempt to deliver your order within 3-5 working days.

In some circumstances, we may have to source an item from our partner retailers. Therefore, the items ordered would be delivered within 7-14 working days, to allow us to inspect and authenticate them fully. In this case, we shall make efforts to notify you of any delays via email.

Please note: Delivery times shown at checkout are only estimates.

We will only deliver goods to the address on the order to protect against fraud or any other illegal activities.

If you have made a mistake with your shipping details please contact our Customer Services team immediately via email at customer-services@espinue.com or through the contact form on “contact us” with your order number and we will try to amend them.

In the event that items are lost in postal transit, your money is guaranteed at all times. If this is the case, we will file a claim for missing goods with our couriers and upon completion of the claim we will either re-send the goods or refund the full amount to your card. Please be aware this process can take up to 21 days, as we have to give the respective courier sufficient time to search for your missing parcel.

Please note: due to the speed at which our Dispatch team work, we can make no guarantees to change addresses prior to shipping. If an order has been locked for processing by the Dispatch team or completed, we are unable to amend the shipping address.

We make efforts to display any import taxes, duties and shipping fees on the checkout page. These “fees” are not included in your product price and will be added to your final order price. Once you receive an order dispatch email, you can track your shipment through a link on the email or using the “track my order” page on our website.

Depending on factors such as your geographical location, these “fees” will be variable.

ORDER TRACKING

If your order has not arrived when you were expecting it then please check your email as well.
If you have received a dispatch email from us, you can check the “track your order” page on Our Website or through your dispatch email for tracking. Please check that no one has received your parcel on your behalf.

CUSTOMS AND IMPORT CHARGES

Customs and import duties are charged once the parcel reaches its destination country.

These charges must be paid by the recipient of the parcel. You will not need to pay for customs and import charges if you are based in the UK.

We will make efforts to notify you during the checkout process if import duties are included or whether you may have to pay them upon receipt of the products.

If they are not included, we have no control over these charges and we cannot advise on their amount either. You will be responsible for payment of any such import duties and taxes that are not included. It is your responsibility to contact your local customs office for further information and a “landed cost estimate” before placing your order.

POLICY

Our returns policy is to accept exchanges. We do accept returns if the item has unstated defects or damages. We shall offer you a refund or an opportunity to exchange the item when you return item with unstated defects or damages, depending on the circumstances or if we reach an agreement with you. You have legal rights, as a consumer, to reject faulty goods or goods that come as not described.

If you do decide to return an item for exchange, you must do so within 14 days of receipt of the item, provided they are in resellable condition, with all tags attached, in new condition and in the original and undamaged packaging. You must also submit a proof of purchase with your return claim. We recommend that you dispatch your return items within 7 days of your delivery date to ensure that it arrives at our location within 14 days.

When trying on footwear, please take care not to mark the soles or damage the shoe box.

HOW TO RETURN

If you require to return an item to us, you can do so using the “refunds” contact form or reach out to us directly at customer-services@espinue.com. You can also do so through logging into your account and clicking “account > orders” (if you made one with us).

Our returns address is:

252-256 Kings Road, Berkshire House, Number 6.01, Reading, RG1 4HP, United Kingdom.

If we do offer you a refund via the original payment method, the amount refunded will not include the cost of the original postage and packaging.

If you order a wrong size or colour, we allow you to exchange for the correct size within 5 days of you receiving your order. We only allow you to exchange an item once on each order.

We exempt several types of items from being returned. These include perishable goods such as food, flowers, newspapers or magazines. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

EXCHANGE

If an exchange is approved, then you will be contacted to choose which item or size or colour you would like to exchange with. If the price of the item is greater than the one you previously purchased then you will have to pay the difference but if the price is lower then we will refund you the difference.

Items that are on sale, unfortunately, cannot refunded and/or exchanged. Final sale items are non-refundable and cannot be returned

If you change your mind about your purchase, you have the option cancel your order within twenty-four (24) hours of purchase.

Please read our cancellations and refunds section on this page.

If you change your mind about your purchase, you have the option cancel your order within twenty-four (24) hours of purchase.

‘Final Sale’ items are not subject to our standard return policy and may not be returned. Any return or refund of ‘Final Sale’ items purchased are made at our sole and absolute discretion.

Once you place your order, we make efforts to process it within 72 hours, after which you shall receive an order confirmation email or an order cancellation, communicated via email. If we do cancel your order, you shall be refunded the amount you paid in full within 3-5 days. We shall also notify you as to why it was cancelled via email, for example, due to an inventory error. Kindly refer to our terms and conditions for more information.

There are multiple statuses for your order depending which stage it is at. Some statuses you may see when checking your order’s progress include:

Pending payment — Order received, no payment initiated. Awaiting payment (unpaid).
Processing – We have received payment for your order and it has been created.
Order Received – Your order is waiting to be processed by the Dispatch Team.
Complete – Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
Closed/ Refunded – Your order has been refunded.
Dispatched – Your order is being worked on by the Dispatch Team. Please note, your order cannot be amended at this stage. You can go to “track your order” page to track your shipment status once the goods have been dispatched.
Canceled — Canceled by us or the customer
Failed — Payment failed or was declined (unpaid) or requires authentication

In the event that items are lost in postal transit, your money is guaranteed at all times. If this is the case, we will file a claim for missing goods with our couriers and upon completion of the claim we will either re-send the goods or refund the full amount to your card. Please be aware this process can take up to 21 days, as we have to give the respective courier sufficient time to search for your missing parcel.

We offer a free shipping option for orders above £80 in the UK. You may be required to pay import and customs charges if you are based outside the UK. (We will make efforts to display these charges at checkout)
We offer free delivery for all accessories. Accessories are delivered within 2-3 working days.

Please allow up to 72 hours to process orders, and after this, depending on the courier service you have selected at check-out, we will attempt to deliver your order within 3-5 working days.

In some circumstances, we may have to source an item from our parter retailers. Therefore, the items ordered would be delivered within 7-14 days, to allow us to inspect and authenticate them fully. In this case, we shall make efforts to notify you of any delays via email.

Please note: Delivery times shown at checkout are only estimates.

We will only deliver goods to the address on the order to protect against fraud or any other illegal activities.
If you have made a mistake with your shipping details please contact our Customer Services team immediately via email at customer-services@espinue.com or through the contact form on “contact us” with your order number and we will try to amend them.

ORDER TRACKING

If your order has not arrived when you were expecting it then please check: your email, if you have received one from us, check the “track your order” page on Our Website or through your dispatch email, Check that no one has received your parcel on your behalf.

CUSTOMS AND IMPORT CHARGES

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. You will not need to pay for customs and import charges if you are based in the UK.

We will make efforts to notify you during the checkout process if import duties are included or whether you may have to pay them upon receipt of the products. If they are not included, we have no control over these charges and we cannot advise on their amount either. You will be responsible for payment of any such import duties and taxes that are not included. It is your responsibility to contact your local customs office for further information and a “landed cost estimate” before placing your order.

POLICY

Our returns policy is to accept exchanges. We do not accept returns unless the item has unstated defects or damages. However, we may still offer you a refund for a return, depending on the circumstances or if we reach an agreement with you. You have legal rights, as a consumer, to reject faulty goods or goods that come as not described.

If you do decide to return an item for exchange, you must do so within 14 days of receipt of the item, provided they are in resalable condition, with all tags attached, in new condition and in the original and undamaged packaging. You must also submit a proof of purchase with your return claim. We recommend that you dispatch your return items within 7 days of your delivery date to ensure that it arrives at our location within 14 days.

When trying on footwear, please take care not to mark the soles or damage the shoe box.

HOW TO RETURN

If you require to return an item to us, you can do so using the “refunds” contact form or reach out to us directly at customer-services@espinue.com. You can also do so through logging into your account and clicking “account>orders”, if you made one with us.

Our returns address is:

252-256 Kings Road, Berkshire House, Number 6.01, Reading, RG1 4HP, United Kingdom.

If we do offer you a refund via the original payment method, the amount refunded will not include the cost of the original postage and packaging.

If you order a wrong size or colour, we allow you to exchange for the correct size within 14 days of you receiving your order. We only allow you to exchange an item once on each order.

EXCHANGE

If an exchange is approved, then you will be contacted choose which item or size or colour you would like to exchange with. If the price of the item is greater than the one you previously purchased then you will have to pay the difference but if the price is lower then we will refund you the difference.

Items that are on sale, unfortunately, cannot refunded and/or exchanged.

CANCELLATIONS AND REFUNDS

If a product becomes unavailable after you place an order, for example due to inventory error, Espinue makes every effort to directly inform you and we offer an alternative product of equivalent value (either in price or quality). In the absence of acceptance of this offer, by you, We shall then refund the full amount paid within two (2) months. We, however, aim to complete all refunds within 5 working days through the original payment method.

If you change your mind about your purchase, you have the option to cancel your order within twenty-four (24) hours of purchase. You can also cancel your order by logging into your account and then, “my account>orders” page. You can also request a cancellation by emailing customer-services@espinue.com or filling out a contact form on “Contact Us”. A response by Espinue is communicated to the Buyer within 72 hours. Failing agreement, an order is proceeded to the cancellation of the order and the refund of the sums paid by the Purchaser.

Once an order is cancelled, we cannot undo this. You will need to replace the order yourself. Please remember, this self-cancellation is only available for the twenty-four (24) hours of your order being created, after this twenty-four hour window, we cannot cancel orders.

WHAT IF MY ORDER HAS BEEN DISPATCHED?

If you wish to return an order after it has been dispatched, you will need to return the item before your are refunded. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

FLAWED ITEMS

If an item you ordered is flawed or not as described, you can return them to us within 14 days of receipt, providing they are in original resalable condition. You must also provide us with a proof of purchase or a receipt. The returned item MUST be unused, with all tags attached and in the same condition that you received it. It must also be in the original and undamaged packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If the item is damaged. flawed or not as described, we shall issue you with a refund within 5 working days via the original payment method. The amount refunded will not include the cost of the original Postage/Shipping and packaging costs.