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FREQUENTLY ASKED QUESTIONS

FREE RETURNS

For free returns from the U.K., please, visit the link below: 

https://www.esinakan.com/pages/shipping-returns 

For international orders, please email info@esinakan.com with your order number for a free return label request.

FREE REPAIRS

For free repairs, please send your item back using the link above with a note inside the bag including the order number, name, return address and part to fix. If it is an order from outside the U.K., please return your item at your own expense to Esin Akan Returns, Lacuna, Unit 13-15 Wintonleas Industrial Estate, Monument Way West, Woking, GU21 5EN, U.K.

Can I have my bag now and pay for it later?
Yes! We offer a pay later service through Klarna. Pls see the link below for all secure payment options.

How often do you re-stock sold out items?
We keep a continual eye on our stock and replenish the most popular items. However, when most items go out of stock we offer a PRE-ORDER option so you can get your bag a soon as our craftsman has finished it! Our average waiting time on pre-orders are 4 weeks. Please email us at info@esinakan.com if you have any further questions.

How do I report a problem with my order?
We are sorry to hear you have a problem with your order. We apologize in advance for any inconvenience we may have caused. 

  • If you have received a faulty or incorrect item(s) please email us with your order number and details so we can resolve any issues. When possible please attach any photos of damages your items may have incurred.
  • If you wish to return or exchange your item please visit our Shipping & Returns page for more information.

 

ALL OTHER ENQUIRIES

For anything else, please get in touch with us by phone, email or chat icon on the right corner of our website. Please, remember to leave your email at the chat button so that we can come back to you during our office hours, Monday to Friday, 9 am-6 pm GMT.

E: info@esinakan.com 

T: +44-2036082648 | +1-9174103992

 

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WHO PAYS FOR SHIPMENT?

We offer Free Shipment to all UK and international customers. If your order is urgent, please, make a note at check-out.

WHO PAYS FOR TAXES AND DUTIES?

All taxes and duties to all destinations including the US, Canada and Europe are included in the price stated at checkout and covered by Esin Akan. All orders are shipped on a Duty Delivery Paid (DDP) basis. 

WHEN WILL I RECEIVE MY BAG?

  • Express shipment is two business days for the UK and three business days for orders outside the UK placed before 12 pm.
  • Next business day shipment is one business day for the UK, two business days for orders outside the UK placed before 12 pm. 
  • The shipping date is the same day as the order if the order is placed before 12 pm Greenwich Time. Orders placed after 12 pm are shipped the next day. Orders placed after 12 pm Friday to 12 pm Monday will be shipped on Monday.
  • Our warehouse is closed during the official bank holidays in the UK. Please, order two days before the official holidays to receive your order before closure. Order received one day before or during the holiday period will be shipped on next working day. 2021 Bank Holidays 2021 in the UK:   Fri, 1 Jan 2021, Mon, 5 Apr 2021, Mon, 3 May 2021, Mon, 31 May 2021, Mon, 27 Dec 2021, Tue, 28 Dec 2021. 

WHICH COURIER WILL DELIVER MY BAG?

For UK deliveries we work with Royal Mail or DPD. For international shipments, we work with DHL. During peak times such as the last one week before Christmas, we offer FREE DHL express shipping for all UK and international orders. 

WHAT IF I DON’T RECEIVE MY BAG AFTER IT IS SHIPPED?

Please email us at info@esinakan.com or by phone at +44 (0) 20 3608 2648 so that we can liaise with the courier and ask for further information. Please track your shipment and remain aware of the estimated delivery date.

WHAT IF I WANT TO RETURN MY BAG? 

If you are not perfectly satisfied you may return items within 28 days. Please note, that returns must be requested within 14 days of receiving your order. You will then have a further 14 days to return unsuitable items. We offer a 28-day FULL REFUND and FREE RETURNS service worldwide.

To generate your free returns label, please visit the link below and follow the instructions: 

https://esin-akan-2.happyreturns.com/

If you have any trouble, please email info@esinakan.com with your order number and return reason. We'll send the return label by email.

All returns should be sent back in their unused condition with the original packaging provided. Gift cards are not returnable. We offer exchange or store credit only on sale items. 

If you experience any trouble, please, contact info@esinakan.com

 

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