What is the payment method?
ESE Direct accepts all the major debit or credit cards and Paypal.
How long before I receive my order?
Most product pages have an approximate ‘normal delivery time’ icon displayed on the page, they try their best to keep these as accurate as possible to avoid disappointment. If your chosen product does not have a lead time icon, this is usually because it can vary from a few days to a few weeks depending on the options chosen, the time of year or volume of orders received (if you need to meet a certain delivery date please just call or email them to confirm as they will always do their best). But don’t worry they will confirm the anticipated lead time shortly after receipt of your order (during working hours Mon-Fri) and if it is not soon enough you can cancel the order, or they can try to source an alternative product for you instead if you prefer.
Do you offer credit account facilities?
Yes, if you are interested in opening a business credit account with them, please complete an application form, complete and return it and they will be in touch to arrange the facility/limits, etc with you.
How do I place an order?
Just add your chosen products to the shopping basket from the product pages by: Locate the ‘order reference’ of the product you need – choose any options that are displayed – enter the quantity you require – click ‘Add to Basket’. Once you have added all the products you require, select ‘Go To Checkout’ and provide a small amount of information to complete your order. Once you are happy your information is correct, choose Pay Now (secure online Credit Card transaction) or Pay Later (and we will contact you to arrange payment by Proforma or Credit account) and confirm your order by pressing ‘Place Order’.
Alternatively, you can email, fax, phone, or even post an order to us.
What if I want to cancel an order?
Confirmation of your order will be sent by email to your registered email address as soon as they can after you have placed the order (during working hours Mon-Fri). If the lead time or anything else is not satisfactory please contact their friendly team and if they cannot resolve the problem for you, you can cancel the order. Even if you wish to cancel a few days after placing the order, please contact them to discuss any issues you may have, as they want to ensure you are entirely happy with everything they do and they will help you wherever they can.
What is your return policy?
They want you to be entirely happy with your purchases, if within 14 days of delivery you decide the products are not suitable * please contact them(please do not return without contacting ESE first). Goods must be in a resaleable condition and in their original packaging.
Damaged product: If you receive an item that is damaged or not in the condition you were expecting please contact them ASAP, this needs to be noted at the time of the delivery and signed for as damaged with a call/email informing us within 24 hours of delivery. Do not sign for any goods as “unexamined” or “unchecked” as carriers will not accept liability for any damage which is subsequently discovered. Please contact them as soon as possible on 01603 598770 or email [email protected] and they will get straight onto it. If you can send a picture of the damage as well it would be really helpful and speed up the process.
Please do not report damage using any online feedback systems as it can take up to 4 working days for us to receive this feedback, which prevents them from dealing with your issue promptly. Unfortunately, business transactions will incur a 20% restocking charge and the goods will have to be returned at your expense, unused and wrapped securely in the original packaging.
Please be aware - Only products returned in ‘as new condition’ can be accepted and it may take up to 14 days for any refund to appear in your bank account.
PLEASE NOTE: This Excludes Made-to-Order products which they are afraid cannot be returned, if in any doubt, please ask.
