ORDERS

Has my order been accepted?

After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order. If you do not appear to have received this email, we advise you to check in your spam email. If needs be, we ask that you contact customer services indicating the date and the sum of the order.

What should I do if I haven’t received my order yet?

Login to your SUR LA ROUTE by Ester account to check that your order has been accepted. You will find your order status in your account dashboard. Click on your order tracking number and you will be redirected to the website of the delivery service provider you have chosen, to track your package. If after 10 working days you have still not received your order, contact the delivery service provider, with your order tracking number to hand.

Can I cancel my order after I have placed it?

Once the email with confirmation of your order has been sent you will no longer be able to cancel your order. However, it is possible for you to return items once you have received them for a refund. We will not cover the delivery costs for your returned items.

I have an incorrect item/size in my order. What should I do?

In the event of receiving the wrong item, please contact out Customer Services team with your order number and the incorrect item’s name and product number. Then, we’ll give you a return number to proceed to return a tour charge.

There is an item missing from my order. What should I do?

Check the condition of your package. If the package shows any signs of damage please send a photo to our Customer Services team so we can make an inquiry with the delivery service provider. If your package is not damaged but you are nevertheless missing an item, please do not hesitate to contact our Customer Services team.

What do I do if I receive a faulty item?

SUR LA ROUTE by Ester pays great attention to the quality of our products. If, however, despite all of the quality controls carried out, an item appears to be faulty, we ask kindly that you send a photo of the faulty item(s) to our Customer Services team. If the product is deemed to be faulty by our Customer Services team, we send you a return number to proceed to return at our charge. We’ll send you a fresh piece as soon as we get your defective product. In case this product is no more available, we refund you immediately.

Do I need to create an account to place an order with you?

Not necessarily.

What should I do if I am unable to login to my account?

If your email address or password are not recognized: Be sure to use the email address and password that you provided when you created the account. If you are unable to remember your password, click on « Forgot your password ? » on the login page. We’ll send you an email with a link that will allow you to create a new password for your account. If after this you still can’t sign in, contact our Customer Services team.

What if I am not receiving your emails or newsletters?

To receive our emails and newsletters, you have to fill in your e-mail address into « Suscribe to our newsletter »

How can I unsubscribe from the SUR LA ROUTE by Ester newsletter?

I would like to send a gift.

Each item is packed with paper silk, placed into a cotton tote bag, without price tag. It will surely make your friend happy to receive it from you. You just have to mention a different delivery adress .

SUR LA ROUTE by Ester collections

The item I want is currently out of stock. Will the stock be replenished?

If the item you want is out of stock but scheduled to be reordered, you can pre-order it from the product page and click on « pre-order ».

Is there a shop or a show-room SUR LA ROUTE where I can try on and see the items ?

SUR LA ROUTE by Ester is an e-shop, we do not have any place where you could see our collections. Nevertheless, you’ll find a size guide under the section « product »

SHIPMENT

What are the shipment options for France and Europe?

Shipments within France are dealt with Colis Privé and Mondial Relay. Shipments within Europe are dealt with DHL.

What is the expected shipment time for an order?

We process orders during working days only (Monday-Friday 9am-5pm).
Delivery delay : 2 to 3 days in Europe / 1 to 5 days for International destinations.

Is it possible to track my order?

You can track the delivery of your order. Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the progress of your order on the site of your chosen delivery service provider. Your unique tracking number is indicated in the dashboard of your account. By clicking on the tracking number you will be redirected to the site of your chosen delivery service provider where you can follow the progress of your order.

What should I do if my package shows signs of damage?

Following the receipt of your package, if you believe the packaging shows signs of deterioration or damage, please contact our Customer Services team, who will investigate the matter further.

Am I required to pay customs or import duties?

For shipments outside of the European Union, French VAT is not applicable. Import duties may be asked of you upon delivery, and will be payable directly to the shipment carrier.

RETURNS AND REFUNDS

How do I return my order?

Login to your account, click on « contact us » and send us a message with « my product return » as a subject. Do not forget to mention your order number and the reason of the return. We’ll give you a return number and a link towards Coliback web site to proceed and pay your return. If you send us back a defective item, pls add a picture into the message you send us. Print and place the return coupon in your package before sending. We will reimburse you upon receipt of your return package.

Have you received my returned item(s)?

As soon as your return package has been received and processed you will receive an email informing you of this. In the meantime you can track your package online using the unique tracking number given to you by Coliback web site.

How long do I have to return items?

You have 15 days to change your mind and return your item(s) to us in their original condition. You will be required to arrange and pay for the return of the items to us.

Is it possible to exchange an item?

We are prepared to exchange items that appear to have a manufacturing defect. In the case of this, please contact our Customer Services team. You can nevertheless request to return an item and re-order on our e-shop. In this instance you will be expected to cover the return cost.

Does the return coupon go in the package ?

After making your return request through our customer service, print our reply return coupon and put it inside the return package with your item(s).

Will you refund the shipping costs if I return an item?

Shipping expenses are the responsibility of our customers. We will however refund shipping expenses if the product was damaged or faulty. In this case, please contact our Customer Services team.

How long should I expect to wait for my refund?

A refund will be made within 15 working days, from the day your returned package was received by our warehouse, assuming all conditions outlined in our returns policy have been followed and met.

PAYMENTS AND DISCOUNTS

How do I get my discount code?

Discount codes are shipment codes offered . They are sent upon request by email via our Customer Services team, when an item has arrived faulty or damaged, or if there is a mistake with the size or colour of an item.

Need some help with your discount code?

To use your discount code: Login to your account. The discount code will be requested in the shopping cart.

How do I pay for my order?

We only accept payment via Paypal, Visa, Mastercard and Carte Bleue.

After I have confirmed my order, when will the money be debited from my account?

Once your order has been accepted and processed, and following authorization from your bank, the money will be debited from your account.

What do I do if my payment is declined?

You have 3 attempts to complete the payment for your order. If none of these attempts are successful your payment will be declined and you will be redirected to a page indicating that your payment has been declined. Your payment may be declined for different reasons: An incorrect entry of your personal bank details, the total cost of the order exceeds your balance etc. We advise you contact your bank to discover why your payment has been declined.

What if I paid with my credit card/debit card and I didn’t receive the confirmation email?

If your payment was processed and you haven’t received an email confirming your order within 5 minutes, check that the email is not in your spam. The bank verification can sometimes take a little longer (security procedures) when the request is not immediately authorized and has to be validated manually.

Is the payment secured ?

The payment is 100% secure. All transactions which take place on www.surlaroute.es are secured by the Monetico payment system. All the information exchanged in order to process the payment is encrypted by SSL. This data cannot be detected, intercepted or used by others. It is not stored on our computer systems either. When you are asked to enter your credit card number, you can verify that you are in a secure area thanks to a number of security features in your browser. You can easily identify these areas because of an address beginning with https and containing "secure.ogone.com", as well as a closed padlock or an unbroken key displayed at the bottom of the browser. For your security, Monetico’s system checks that the connection used by your browser is secure before sending your financial information. Monetico is a technical service provider, and does not handle any issues with payments. Any issues with your payment must be directly settled on www.parisienne-et-alors.com or through your bank. In addition, we now have 3D security which serves as a fraud prevention method by verifying the identity of the cardholder. As well as your long card number, expiry date, and security code (3 numbers printed on the back of your card) we will ask that you enter a password, your date of birth or single use code.

Will my bank details be stored?

No banking information is stored on our website. Your bank details are entered directly on a secure server managed by Monetico, our technical and financial service provider. The bank details that you give are encrypted on your personal computer, and will never circulate unencrypted around the web.

CUSTOMER SERVICE

How can I contact the customer service?

By e-mail at customer@surlaroute.es