Returns & Exchanges

We are happy to accept returns and exchanges within 7 days of receiving your order (US only), and we offer complimentary return labels for exchanges!

 

The 7-day window refers to the date we receive your request. Our response time does not affect return eligibility. To start a return, please email us with your order number, and we’ll be happy to assist!

 

Kindly note that Pure Silk Dress, Silk Organza Dress, Silk-Cotton Maxi Dress, Puff Kaftan, and Azure Kaftan (silks, not satin) are non-returnable as genuine silk is delicate and the fabric is in limited quantities. All other items including satin dresses are returnable.

 

If the return is accepted, the following policy applies:

  • A 3% restocking fee applies. For orders with free shipping, both the original shipping and return label costs will be deducted from the refund. Original shipping fees are non-refundable.

 

  • Items must be unworn, in original condition, and returned with original packaging. Please fold carefully to avoid damage. We reserve the right to decline returns that show the following, including but not limited to stains, holes, odors (such as perfume or detergent), loose threads, or ironing marks. Any non-compliant items will be sent back to the original address.

 

  • Returns must be approved before shipping. Unapproved returns will be sent back to the sender.

 

  • We kindly ask that returns be shipped within 14 days of when we first receive the request; after this period, it will no longer be eligible for return.

 

  • Satin is a delicate fabric with a beautiful, fluid finish. Due to its delicate nature, minor variations, such as loose threads or other subtle characteristics, are not considered defects. If you receive an item with damage that materially affects the garment, please notify us within 7 days of delivery, and we will send a replacement promptly. Unfortunately, we are unable to process return, exchange, or damage requests submitted after this period.

 

  • Once received, kindly allow 7–14 business days for inspection and processing (we're a small team, so thank you for your patience). Refunds will be issued to the original payment method.

 

International Returns

  • Due to updated tariff regulations, we are currently unable to accept international returns at this time. 

 

 

We are not responsible for items that are mistakenly sent to our return facility that are not associated with the customer’s return request.

 

 

Exchange Policy

We offer complimentary return labels and waive the restocking fee for exchanges! (US only)

Here's the process:

•Items must be unworn and returned in original condition within 7 days.

•Reach out to request an exchange, and we’ll send you a complimentary return label.

•A $5.99 exchange fee applies to ship the new item.

 

Custom measurements

Custom measurements will incur an additional fee, as they require extra time and care in production.

 

Cancelation Policy

Preorders cannot be canceled as they are made-to-order.

As our facility aims to process orders immediately to ensure fast delivery, we are unfortunately unable to cancel orders once they have been processed.

If a cancellation can be accommodated, please note that a 3–5% fee will apply to cover non-refundable bank transaction and payment processing fees.

 

 

By purchasing from esmenewyork.com, you accept and agree to these terms and service.