Delivery and returns

Information
General Delivery info

Every Ester Romana order is prepared and dispatched with care from London. Below you will find everything you need to know about delivery options, timelines, and how to return an item if something is not quite right.

Delivery

Please note: Delivery timelines are estimates and begin from the date of dispatch. Ester Romana is not liable for delays caused by third-party couriers, remote delivery locations, adverse weather, or customs processing. Orders dispatched during peak periods (sale events, promotions, and holiday seasons) may experience a short additional delay.Standard UK Delivery — 3 to 5 working days
Free on orders over £150. £4.99 on orders below.

Express UK Delivery — 1 to 2 working days
£9.99. Orders placed before 12pm on a working day will be dispatched the same day.

International Delivery — 5 to 14 working days
Delivery rates are calculated at checkout based on destination and order weight. All international shipments are DDU (Delivery Duties Unpaid). Customers outside the UK are responsible for any import duties, taxes, or customs charges levied upon arrival. Please check with your local customs authority before ordering, as policies vary by country. Ester Romana cannot be held responsible for delays caused by customs clearance.

Made-to-Order & Bespoke Shoes — 1 to 6 weeks
Our shoes are produced on a made-to-order basis. Standard production takes 3 to 6 weeks. FastLane 2.0 is available for a 1-week turnaround — please select this option at checkout. You will receive email updates throughout production and a tracking number upon dispatch.

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Please note: Delivery timelines are estimates and begin from the date of dispatch. Ester Romana is not liable for delays caused by third-party couriers, remote delivery locations, adverse weather, or customs processing. Orders dispatched during peak periods (sale events, promotions, and holiday seasons) may experience a short additional delay.

All orders are fully tracked. You will receive a dispatch confirmation email with your tracking details as soon as your order leaves us. A signature may be required on delivery. If no one is available, your courier will attempt redelivery or leave a collection card.

Returns

We want you to love what you receive. If something is not right, we accept returns on unworn, undamaged items in their original packaging within 14 days of delivery for UK orders, and 21 days of delivery for international orders.

Items must be returned in the condition they were received — unworn, unaltered, with all tags attached, tissue paper, dustbags, and original packaging intact. Items returned without original packaging may not be accepted.

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Made-to-order, customised, and bespoke pieces are non-returnable unless they arrive faulty or materially different from the agreed specification at the time of order. Items reduced by 50% or more are final sale and cannot be returned.

How to return
  1. Email us at info@esterromana.com with your order number and reason for return. We will respond within 2 business days with a Return Authorisation (RA) number. Returns sent without an RA number may not be processed.
  2. Repack your item carefully in its original box with all tissue paper, dustbags, and accessories included.
  3. Ship it back to us using a tracked and insured delivery service. Return postage is the customer’s responsibility, except where an item is faulty or incorrect.
  4. Receive your refund within 5 to 10 business days of us receiving and inspecting the return. Refunds are issued to your original payment method. Your bank may require additional days to process the credit.

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Exchanges: We do not currently offer direct exchanges. Please return your item for a refund and place a new order for your preferred size or style.

Faulty or incorrect items

If your order arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery at info@esterromana.com with your order number and photographs of the issue. We will arrange a free return, replacement, or full refund — whichever you prefer.

Get in touch

Have a question about your order, delivery, or a return? We are here to help.

Email: info@esterromana.com
We aim to respond to all enquiries within 2 business days.