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CUSTOMER CARE & RETURNS

Our Terms and Conditions displayed on the website, www.esmi.com.au, contain terms and conditions relevant to the return of our Products ordered by you. For further details, please see our Terms and Conditions. Where we have used capitalised terms in this Policy, those terms have the same meaning as set out in our Terms and Conditions.

Change of mind return

We will accept product returns if you change your mind within 5 days of receiving your parcel. To qualify for a change of mind return, product/s must be unopened, unused and with all original packaging. If we are satisfied with the condition of the returned product/s, we will provide you with a store credit valid to the value of the returned product/s less any freight or handling costs communicated in advance. Store credits are valid for 30 days and are only for use at esmi.com.au Please email our Customer Care team (hello@esmi.com.au) to request a return.

Faulty/Damaged item

If the item you have received is faulty or damaged, please email Customer Care (hello@esmi.com.au) with a photo/video and a detailed description of the product fault.

Incorrect item/s received

If you have received an item that you have not ordered, please email our Customer Care team (hello@esmi.com.au) within 3 days with a photo of the product/s you have received as well as your picking ticket and postage box.
Please do not open or dispose of the item/s until we have been in contact with you.

Allergy return

If you believe you have had an allergic reaction to a product, please complete our Adverse Reaction Form here and discontinue use/pop your product aside for now. Our Skin Team will be in contact via email to assist you.

*Any Allergy returns must be less than 20% used upon arrival back with us.