- What methods of payment do you accept?
We accept a range of credit/debit cards including Visa, MasterCard and American Express. If you have any problems with the order please email us.
- Where do I enter a promotion/discount code?
You will have the opportunity to add a promotional code at the shopping cart stage, which is one step before heading to the checkout page.
If you’re having difficulty applying the code, it’s best to double check that the terms of the promotional code you’re trying to use work with the items you have in your cart. If your code is still not working, get in touch here.
- Can I use more than one promotion code on an order?
Only one promotional code will be allowed per order. If you have multiple codes, we recommend you use the one that will give you the best deal.
- Do you offer Tax-free shipping on international orders?
VAT is charged on all orders shipped within the EU.
All orders shipped outside the EU are charged excluding VAT. The total cost for your order will update when you enter your shipping address at checkout.
Please note: if you have an account with us, the price shown in the product pages will automatically adjust based on the shipping address registered in your account.
- How do I create an account?
All orders must be placed under an account that is linked to your email address. This then enables us to keep records of your orders and send you important information that you’ll need for any returns or exchanges.
You can create an account during the checkout process, or by logging in here before placing an order. All you have to do is provide your email address and a password create by you.
Keep in mind that each customer should only have one account. We reserve the right to deactivate any accounts that we deem to be duplicates.
- How do I change my password?
If you have forgotten your password, please contact a team member as soon as possible by email. We will then send you a password recovery email with further instructions on how to access your account.
- How do I check my Orders?
You can click here to visit your order page, or select ‘My Account’ (once you’ve signed in), then in your account page select ‘My Orders’ from the options. This is where a full history view of your orders can be viewed, and further actions taken if you wanted to cancel, change or request a return or exchange.
- How do I unlock my account if it has been locked?
Sometimes you are locked out of your account if you have entered numerous incorrect passwords. This forms as part of our online security, to protect your details. Please contact L’Estrange Concierge team here if you are locked out of your account.
- My credit card has been stolen and I think someone has used it to purchase on this site. Can you please advise?
If you think your credit card was used to purchase something on our website without your authorisation or consent, please email us as soon as possible and a dedicated team member will respond to you promptly. Please write in the subject line “URGENT”.
We will handle your email swiftly and with confidence.
- When are you restocking?
Most of our collections are seasonal, therefore when they have sold out, we won’t be restocking them and you would have sadly missed out.
We do have some items which are restocked when we launch the new season collection. We recommend signing up for updates on all the products you like, but have missed out on. We update our customers regularly via email, therefore if we won’t be getting anymore in stock, or we have just added new stock to the website, you’ll be the first to know.
Alternatively contact L’Estrange concierge team.
- What happens if my product is faulty?
If you find your product is faulty. You can get in contact with our L’Estrange Concierge team by email. You will need to provide your name, order number, the item that is faulty and include pictures of the issue.
We aim to respond to everyone within 12 hours (on business days). We will repair or replace your item if your have purchased it within the past year.
- How do I get in touch with L'Estrange customer concierge team?
You can get in contact with a dedicated L’Estrange Concierge team member by email. We aim to respond to everyone within 24 hours (on business days), depending on how urgent your query is.
These are guidelines only, we aim to respond quicker than this, however during busier periods it could take longer. If your enquiry is urgent, please write URGENT in the subject line of your email. Your email is very important to us and we want to make sure we are solving your query as soon as possible, therefore please include as much detail as possible.
*Please note, these response times are during business hours. On weekends, public holidays and during promotions, we may respond to your email within 1-2 days, depending on the urgency.
L’Estrange Concierge Business Hours – Monday – Friday: 9.30am – 5.30pm GMT
- How do I track my order?
If you are an account holder, you can log into your account and find the order you want to track and click the ‘track’ button. You can type in the order number and your account email address to get an update on your order.
If you are not an account holder, you can go onto our website and click the ‘track’ link here, fill out your order number and email to track your order. You will also get this ‘track’ link in your despatch emails.
Please note for international orders shipping via DHL Global Mail, once the package arrives in your country it will be delivered by your local postal service so use the barcode to track it on their website for a more detailed updated.