How can we help you?

ABOUT ESW

Esw  is a global eCommerce management company that works with brands to give you, the shopper, a localized shopping experience.

Yes. ESW is a multi-award winning technology company trusted by many of the world’s biggest brands to manage & develop their global eCommerce business.

Please refer to our Privacy Policy, which you can see here.

eShopWorld is a multi-award winning technology company based in Ireland. Deloitte ranked eShopWorld #1 in their annual Technology Fast 50 ranking in 2015, 2016 and 2017. We are the only company to rank #1 for three years consecutively in the history of this ranking.

Please use the contact form for all enquiries about international orders and our Customer Service team will be happy to assist you further.

Payment Issues

Please use the contact form and provide as much of the information outlined below as possible: 

  1. Confirmation of your name and the email address used by you when creating the order. 
  2. Confirmation of the Retailer/Website you are purchased from.
  3. Include as much of the below information to help us to locate your order, Transaction ID, Payment Method, Date of transaction, Amount of Transaction, Currency of Transaction, Last 4 digits of the card used in the transaction,Screen shot if possible

If the order was cancelled then eSW will automatically reverse the charge back to your bank. Please note that whilst your bank may re-apply the funds to your account immediately it can take them up to 7 working days to complete the process on their side.

For PayPal payments you should expect to receive the funds back to your account within 24hrs.

If the timeframe has passed and your refund is not visible Please use the contact form and our Customer Service team will be happy to assist you further.

When you make a purchase on a website from a brand, with whom we work with, you are, in fact, purchasing from ESW.

Please use the contact form and our Customer Service team will be happy to assist you further and we would also suggest you contact your bank/card issuer.

Please use the contact form and our Customer Service team will be happy to assist you further

We can confirm that your order is subject to VAT, import duties and/or taxes, and that these must be paid in full to ensure that your package can continue to your delivery address.

 

Often, the duty/tax amount owed for an order is calculated & included in the total amount charged at the checkout however, depending on the individual country tax requirements the duty/tax amount may not be included in the checkout total, and in these instances the customer is requested to pay these duty/tax amounts separately.

Both Duty and Vat are calculated at rates set out by customs. The breakdown and the calculations are based on the goods and shipping, and to be aware that duty may also form part of the VAT calculation. There are certain thresholds where certain items may be VAT and Duty Exempt.  There are also thresholds where shipping costs may be included in the calculations.

For enquiries regarding order changes, please contact the retailer directly.

Refund Issues

Please use the contact form and our Customer Service team will be happy to assist you further.

Please allow up to 14 working days for your return to be processed in our local Return Centre.

If this time-frame is over and you have not been refunded yet, you can use the contact form and our Customer Service team will be happy to assist you further.

Please use the contact form and our Customer Service team will be happy to assist you further

If your refund cannot be processed to the original payment method, we will email you to obtain alternative bank/PayPal details so we can process your refund.

Delivery & Shipping

You can track your international order once you have received your tracking number via email. To see tracking updates for your order, click the link in the retailer’s email, or enter your tracking number in our tracking portal here

Please Note: Tracking updates can be subject to delays.

Tracking updates can be found in the ESW tracking portal. See ‘How do I track my order’ Processing and delivery times differ by retailer and destination country. If the tracking information has not updated in 7 days, please use the contact form form and our Customer Service team will be happy to assist you further.

On occasion your package may require to be shipped from a different country based on where the stock is located, the country and the current location of the package can change as the shipment is routed through different countries.

Step 1 – Firstly, please click the tracking number reference on our tracking portal to get the most up to date tracking information available:

Customer Service team will be happy to assist you further.

Your package can be delayed for a number of reasons out of our control but we will endeavor to keep you updated.

  1. Please review your order status on the Tracking portal and check your emails for updates.
  2. If you still require further assistance you can use the contact form and our Customer Service team will be happy to assist you further.

We are sorry but packages cannot be stopped or scheduled for re-delivery once it has been processed as “Return to Sender”. You will be refunded for this order once the package is received back in local Return Center or retailer’s Hub.

The returns process can take up to 14 working days. If you are not refunded within this timeframe, you can use the contact form and our Customer Service team will be happy to assist you further.

Here are some of the reasons why your package could have been returned to the sender: 

  • Wrong/Incomplete delivery address 
  • One or more failed delivery attempts
  • Passport/ID collection not completed
  • In country customs restrictions

Packages being released from Customs do not impact your delivery date, packages once released aim to be delivered by the Estimated Delivery Date provided.

If you were not at home or for any reason and missed your scheduled delivery, your package will be rescheduled for delivery the next working day.

  1. Please check the delivery address provided matches your expected delivery address, you can check this in your Order Confirmation email.
  2. Please check to see if the carrier left the package in a safe location or with your neighbors.

If after the above, the package cannot be located, please use the contact form and our Customer Service team will be happy to assist you further.

An “Available at Pick-up Point” notice is directing you to check if a notice was left by the carrier stating the location of a local pick-up/collection point.

Check the carriers tracking portal page by following the below steps:

  1. Go to the tracking page detailed which can be found in your shipping confirmation email.
  2. Click on the number that is referenced under the heading “Tracking Number”.
  3. Review emails and or texts for any notice you may have received from final local delivery partner. The carrier may advise delivery was not possible, and provide pickup point location.
  4. If after the above, the package cannot be located, please use the contact form and our Customer Service team will be happy to assist you further.

If your package has passed the estimated delivery date that is detailed on your shipping confirmation, and you haven’t received an email advising of a delay, please use the contact form and our Customer Service team will be happy to assist you further.

If you are not home to receive your order, the carrier may attempt to leave it with a neighbour or in a safe, secure location.

Some carriers may give you the option to change delivery date and details.

Some retailers may have the option to leave the package in a local collection centre to be collected at your convenience.

If a carrier does not have the option/permission to leave the order with a neighbour, or at a collection point then the order will be returned to the warehouse and a refund will be issued to you.

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Delivery times vary by retailer and by country. Your estimated delivery date will typically be detailed as you proceed through the retailer checkout and will be confirmed on your shipping confirmation email.

If you have placed your order and need to update your delivery address, we recommend that you use the contact form and our Customer Service team will be happy to assist you further.

Whilst we can not guarantee that your address can be updated our team can quickly review and advise of next steps.

If duties and taxes have been included in the original cost, then possibly the carrier may be mistaken in requesting the additional payment. Please use the contact form and our Customer Service team will be happy to assist you further.

Some countries are set up such that duties and taxes are not included in the original payment. This will have been highlighted when processing the original order on the website checkout. If you are unsure then please contact the retailer’s customer service team for more information.

Order Issues

Depending on the amount of items in your order, it is possible that your order may be split into multiple shipments – dependant on package restrictions of the retailer. In this case, if you have further questions please use the contact form and our Customer Service team will be happy to assist you further.

We’re very sorry to hear that your package did not arrive in perfect condition.

We recommend that you use the contact form and our Customer Service team will be happy to assist you further. Please include photos of the faulty item to assist the team in investigating and resolving this for you.

Please use the contact form and our Customer Service team will be happy to assist you further.

To assist them in providing a swift resolution it would be great if you could include photo of the packaging , the label on the outside of the box and also pictures of any invoice or documents contained in the box along with the items you received.

Please use the contact form and our Customer Service team will be happy to assist you further.

Returns & Refunds

To return your order, please follow the returns process on the website where you made your purchase.

Typically the Returns Process is as follows:

  1. Go to the retailer’s return portal – found on the returns section of their website,
  2. Login to the portal with your order number and email address,
  3. Select the item(s) you wish to return,
  4. Specify the reason(s) for return,
  5. Print the return address label,>/li>
  6. Place the label on the outer package and send the package to the local Returns Centre.

Returns policies may vary – see the retailer’s website for more information.

On receipt of the returned package in to our returns centre the package contents will be verified following which a refund will be issued out to the original payment method.

We recommend using a carrier with a tracking service when returning your items – this will ensure it is tracked to our Returns Centre and can be processed by the retailer.

The returns process can take up to 14 working days. If you are not refunded within this timeframe, you can use the contact form and our Customer Service team will be happy to assist you further

Please use the contact form and our Customer Service team will be happy to assist you further

Possibly the missing item was not immediately available at the time your order was being packed, and will be sent to you in a separate package.

Please use the contact form and our Customer Service team will be happy to assist you further

Please check on the FAQ section of the retailer website from where you made the purchase to confirm if return shipping fees are shopper paid or does the retailer pay for the return (pre-paid label).

Different retailers will have different refund criteria and rules in place.

Please visit the returns section of the website from where you made your purchase. Alternatively, returns information can be found on your shipping confirmation that will assist in directing you to the returns portal.

If the carrier was unable to complete the delivery of your order, the order will be returned back to the retailers warehouse at which point it will be processed by the returns team and a refund will be issued to you. This timeframe can vary but typically can take up to 7 working days to process.

If you received an order cancellation confirmation, your order is automatically refunded at that time and you should expect to see the funds within 3 working days.

In the scenario that you have created a return label and have posted your return back to the return centre, your refund will be issued out to you when the package has been received and checked in the return centre.

If a retailer is offering pre-paid return labels then you should always create the return label on the returns portal provided.

Please ensure you check on the retailers website to confirm if returns are prepaid (retailer paid) or shopper paid.

If you have any further queries please contact the Customer service team on the details shared in your recent Order & Shipping confirmation emails.

In the majority of cases you can select multiple items to return on the one return label, so you can just return the items in the one package.

If you are returning an item that is particularly bulky and therefore you require to send multiple packages please simply create a return label for each individual item i.e. only select the return for the items you are sending in the one box. When that is created then go back to the returns portal and create the second return label only selecting the items you are returning in the second package, and so forth.

Please check the returns information on the website from which you made your purchase to get return timeframe specific to your order.

Please check on the retailer website to confirm if shipping fees are refunded or are they excluded from your refund. Different retailers will have different refund criteria and rules in place.

If satisfied that there is an issue with the amount you received then please use the contact form and our Customer Service team will be happy to assist you further

Please check the order confirmation email you received for information on the terms and conditions of your order, this will provide guidance on any warranty that may apply.

Complaints

If you have a complaint you can email our customer service team on and our team will ensure that your complaint is addressed promptly.

Customer Service

We’re here to help and answer any queries you have about your international order

Contact Customer Service