Emelia carry bag
We endeavour to process and package your order within 2 to 3 business days. Should there be any longer delays, we inform you as soon as we can! Once the order is posted, you will receive a tracking number so that you can track your order. Once the package is with the courier, it is unfortunately out of our hands and we are not responsible for any further delays.
CHANGE OF MIND
We understand that it’s hard to choose the perfect items online. So if you’ve purchased an item from us and have changed your mind, you have 30 days from placing the order to return and receive a refund! Yay! You may return the item in store or choose to post it back to us. Please note – for change of mind purchases, the buyer must pay for the return postage. Once we have received your item, you will receive a refund through the original method of payment pending the item meets these requirements: Returned within 30 days of purchase date. Item is unused, in its original condition and tags are still attached.
If you have received a faulty item from us (it doesn’t work or it is damaged) please contact us within 7 days of receiving it (call or email). You will then be asked to send through your order number, along with a photo of the fault and a description. Once processed, we will assess the fault and may offer you a repair, replacement or refund depending on the extent of the fault and in accordance with the manufacturers warranty. Please note that whilst we take extra care to protect your item through packaging, it is possible damage has been caused during transit. If there is a chance that this has occurred to your parcel, please contact us immediately upon receiving the item, as the claim must be lodged within 24 hours of the parcel being signed for or delivered. Esse Jay cannot be held responsible for transit-damaged items that are not claimed within this period.
Please note that if a product is marked as Final Sale or Clearance, it is a final sale and the item cannot be returned.
We recommend that you check your items carefully to ensure they are in working order once you receive them. Our products come with a 3 month standard warranty unless stated otherwise (on the product).
Item looks as described
Item works as described (e.g. zips/wheels/handles are in working order)
Warranties do not cover damage caused by:
General wear and tear including but not limited to cracks, dents, rips, cuts, scratches, scuff/wear marks, bends/kinks/dents in trolley system
Exposure to extreme temperatures
If you have an issue with your TSA lock, please ensure that you have followed the instructions carefully. A lock that has been set incorrectly or where the code has been forgotten is not covered under warranty.
Any damage caused while in care of a third party should be claimed directly through them (e.g. Airline/Bus/Taxi/Cruise etc) before continuing your journey. Some travel Insurance policies may have cover for accidental damage to personal belonging, this should be claimed directly through your insurer. Esse Jay is not responsible for claims through a third party.
If you believe your product is at fault and may be covered under warranty, please email or call us directly. You will then be asked to send through your order number, along with a photo of the fault and a description. Once processed, we will assess the claim and may offer you a repair, replacement or refund depending on the extent of the fault/defect and liaise with the manufacturer for the claim. If you are claiming a warranty on a luggage item – these can often last up to 10 years – you need to keep the tags that the luggage item came with. Warranties will not be accepted without this.