FAQS
How do I place an order on ESME?
Browse our collection on esme.pk, select your preferred size, click Add to Cart, and proceed to checkout to enter your delivery and payment details.
Can I customize an order or request custom measurements?
Customization availability depends on the specific collection. Please reach out to our Customer Care team via WhatsApp or email before placing your order to check if custom sizing or minor design adjustments are available for your selected outfit.
Can I modify or cancel my order after placing it?
Orders can only be modified or canceled within 12 hours of placement, provided processing or dispatch has not begun. Once an order enters production or fulfillment, it cannot be canceled.
How long does delivery take?
- Domestic (Pakistan): Delivery typically takes 2 to 4 business days post-dispatch.
- International: Shipping typically takes 4 to 14 business days post-dispatch depending on the destination country and customs handling.
How much are the shipping charges?
Shipping fees are calculated automatically at checkout based on package weight and shipping location.
How can I track my package?
Once your order is dispatched, you will receive a confirmation message via email/SMS containing your courier tracking number and live tracking link.
What payment methods do you accept?
We accept all major Debit/Credit Cards (processed securely through encrypted gateways) and Cash on Delivery (COD) for eligible domestic shipments within Pakistan.
Is online card payment safe on esme.pk?
Yes. All transactions on our site are secured with SSL encryption and processed through certified bank-grade payment gateways. We never store your payment card credentials.
Will I have to pay import duties or customs charges on international orders?
Yes, international shipments may undergo customs inspection and incur local customs duties, VAT, or import clearance fees assessed by your destination country. These charges are the customer’s responsibility.
Can ESME estimate my country's customs charges for me?
No. Customs rates and import taxes are determined strictly by local government regulations in your country, so we cannot provide exact advance estimates.
Why does the physical product color look slightly different from the photos?
Minor color variations occur naturally due to professional studio lighting, post-production editing, and individual mobile or computer screen display settings.
Are accessories shown in product photos included?
Accessories, jewelry, footwear, or extra styling items featured in campaign photography are not included unless explicitly listed in the written product description.
What should I expect with unstitched suits?
Unstitched suits include the specified fabric pieces listed under the product description. Achieving the exact stitched style shown in campaign photos may require extra lining, trims, or lace added during stitching.
What is your exchange policy for Pakistan orders?
If you face quality issues or receive a damaged product, you must report it to our customer support within 48 hours of delivery. Exchanges are granted conditionally following review by our quality team.
Are international orders eligible for returns?
International orders are generally non-returnable due to high cross-border shipping fees and import duties. However, if you receive a damaged or incorrect item, contact customer support within 48 hours with photo proof for a resolution.
How do I request an exchange?
Contact our Customer Support via WhatsApp or Email.
Share your order ID and photos/videos of the item or issue.
Our customer care team will review your request within 24 to 48 hours and provide further instructions.
Customer Care
- 5-A, Rehman Park, Gulberg II, Lahore 54660, Pakistan
- care@esme.pk
- +92 321 1551 155
(between 10am to 6pm PKT)
Customer Care
- 5-A, Rehman Park, Gulberg II, Lahore 54660, Pakistan
- care@esme.pk
- +92 321 1551 155
(between 10am to 6pm PKT)
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