FAQ's
My Order
How can I place an order?
To place an order, follow these steps:
• Add your desired items to your shopping cart.
• Click on the "Shopping Bag" icon and proceed to checkout.
• Enter your contact, shipping, and billing information.
• Click “Continue to Payment” and choose your preferred payment method.
• Click “Complete Order” and check your email for a confirmation.
Can I order online and pick up in-store?
Currently, we do not offer in-store pickup. However, we are working on introducing this service soon.
Can I add items or make changes to an existing order?
You can request changes to your order by contacting our Customer Service team at 0324-4780621 (Monday to Saturday, 09:15 AM to 5:45 PM) within 24 hours of placing your order, provided it hasn’t been processed yet. Alternatively, you can cancel your order and place a new one.
What is my order number?
Your order number, included in your Order Confirmation Email, is used to identify your order.
What should I do if I find an issue with my order upon receipt?
If you encounter any issues with your order, please reach out to our Customer Service team at 0324-4780621 (Monday to Saturday, 09:15 AM to 5:45 PM). We’ll need your order number and images of the issue for verification. For general queries, information & complaint about your orders, you can email us at estocestudios@gmail.com
Does adding an item to my cart reserve it?
No, items are only reserved after you’ve completed the checkout process.
Can I cancel my order?
You may cancel your order before it has been processed. Once processed, you'll receive a tracking ID, and our exchange policy will apply. Estoce reserves the right to cancel orders in cases such as out-of-stock items, pricing errors, or declined payments.
How can I check the status of my order?
You can track your order using the tracking icon on our website. Enter your tracking ID to view the status. Alternatively, contact our Customer Service team at 0324-4780621 (Monday to Saturday, 09:15 AM to 5:45 PM) for assistance.
My Payment
What payment options are available?
You can choose from the following payment methods:
• Cash on Delivery
• Online Payment method
Is an advance payment required for Cash on Delivery (COD) orders?
No advance payment is needed for COD orders. You will pay the full amount in cash upon delivery. For larger COD orders, our Customer Care team may contact you for verification before dispatching your order.
Can I pay for a COD order with a cheque?
We only accept cash for COD orders.
Is it safe to use my credit or debit card for payments?
Yes, all payment information on our website is processed through a fully encrypted and secure platform.
What should I do if my payment fails?
If your payment fails, please check that the payment details you entered are correct. If your account was debited despite the failure, the amount should be reimbursed to your bank account within 7 business days. For further inquiries, contact your bank directly. Alternatively, contact our Customer Service team at (Monday to Saturday, 09:15 AM to 5:45 PM) for assistance. Or you can email us at estocestudios@gmail.com
Can the Billing Address be different from the Shipping Address?
For Cash on Delivery (COD) orders, only the Shipping Address is required. For Credit/Debit Card orders, both Billing and Shipping Addresses are needed. These can be the same or different. If you wish to use a different billing address, select the ‘Use a different billing address’ option under the ‘Billing Address’ section during checkout.
Will I receive a refund if I cancel or return my order?
If you cancel your order within 24 hours of placement and it hasn't been dispatched, you’ll receive a coupon voucher for the order value. If items are unavailable, we will issue a refund, which may take up to 15 working days to process according to bank policies.
How do I use a coupon or gift card?
Enter your coupon code in the ‘Discount Code or Gift Card’ field at checkout to apply it to your order. Coupons can provide a discount amount or percentage. If your order total (including shipping charges) exceeds the coupon value, you can pay the difference via COD or Credit Card. Please review the terms and conditions for the coupon code carefully, as there may be minimum order limits and specific validity requirements. Certain products or categories may be excluded from the coupon offer. Coupons can only be redeemed online with the email address on which the coupon was issued.
Delivery
What is the delivery time for a ESTOCE order?
Local orders: Delivery can take between 5 - 7 working days.
During SALE periods: Delivery time may extend up to 15 working days.
Orders are processed within 24 hours and are typically scheduled for delivery on the next working day. Timely delivery is subject to item availability and payment authorization. In some cases, we may require additional payment verification or documentation to process the order.
Note: For a smoother delivery process, you might receive multiple packages for a single order.
What are the delivery charges for ESTOCE orders?
Free shipping is offered nationwide for orders worth Rs. 3,000 and above.
For orders below Rs. 3,000, a shipping fee of Rs. 250 will be applied.
Does the order amount include shipping charges?
Shipping charges are listed separately on the checkout page. The total amount charged will include the cost of shipping.
How do I check the delivery status of my ESTOCE order?
Once your order is dispatched, you will receive a Tracking ID via email. You can use this Tracking ID on our courier partner’s website to view the status of your order. Alternatively, you can track your order directly on the ESTOCE website by entering your Tracking ID in the Track Your Order section.
Which couriers do you use to deliver orders?
For local deliveries, we partner with TCS and Blue EX.
How many delivery attempts will be made if I am unavailable to receive my order?
Our courier partners will make at least two delivery attempts. Please ensure the address provided at checkout is correct. If delivery fails on the second attempt, the parcel will be returned to us.
Can I change the shipping or billing address after my order has been processed?
Address changes can only be made before the order has been dispatched. To request a change, please contact Customer Service team at (Monday to Saturday, 09:15 AM to 5:45 PM) for assistance.
SECURITY
Why is it mandatory to provide personal information?
Providing personal information, such as your name, card billing details, and shipping address, is essential for processing electronic transactions via credit or debit cards. This information helps us to authenticate your transaction and is crucial for our fraud detection and prevention systems.
Is my personal information secure with ESTOCE?
Yes, your personal information is secure with ESTOCE. We prioritize the protection of your details and implement robust security measures to ensure your information remains confidential and safe.
Will I receive an online security email every time I place an order?
Online security measures are in place for each transaction. While confirmation of account information is typically a one-time process, if you use a different credit or debit card, you may receive an additional online security confirmation for that transaction.
What are cookies and why should I be aware of them?
Cookies are small text files saved to your computer or mobile device, which help enhance and streamline your browsing experience. At ESTOCE, cookies are used to remember your preferences and settings, such as your choice of start page, and to assist with product filtering and login status. We do not use cookies to store personal information or share details with third parties. You can clear cookies from your device at any time through your browser settings.
What should I do if my credit or debit card is used fraudulently to make a purchase?
If you suspect fraudulent use of your card for ESTOCE purchase, please contact Customer Care immediately at 0324-4780621 (Monday to Saturday, 09:15 AM to 5:45 PM) for assistance. We will assist in resolving the issue and, if the order has not yet been dispatched, we will process a refund. Please be prepared to provide relevant card information for verification.
Note: Always inspect parcels upon delivery. Do not accept any packages that appear to be opened or tampered with. Only accept parcels that are sealed in ESTOCE branded packaging or courier company packaging.
EXCHANGES
Can I exchange my online purchase?
Yes, you can exchange any item purchased online at Estoce within 10 days of delivery.
Online exchange: Contact our Customer Care team.
Please Note: We do not offer cash refunds. Instead, for any returned or exchanged item, you will receive an E-Voucher of the same value, which can be used immediately or at a later time on our Online Store only.
Eligibility for Exchange: Items must be unused, in their original condition, and packaging, with all tags intact.
The original invoice must be present.
Provide a valid reason for the exchange, such as a defect, wrong size, or incorrect item.
Items Not Eligible for Exchange:
Discounted or sale items.
For sale orders, exchanges will only be considered for valid reasons.
Are there any additional charges for exchanging an item?
No, there are no additional charges for processing an exchange.
How long does the exchange process take?
The online exchange process typically takes 7-10 days.
What if there’s a price difference between the items I want to exchange?
If the value of the new item is lower than the original item, the difference will be provided as a credit voucher, which can be used on our online store.
If the value of the new item is higher, you can pay the additional amount in cash at the time of delivery.