FAQs - Hilfreiche Fragen und Antworten

Once we receive your return, we will inspect the merchandise and compare it to your return reasons and requests. If it's a replacement delivery, we will send it to you shortly within our usual delivery times, or make the requested refund. Depending on the support case, we reserve the right to deduct the return costs of 3.90€ from the refund amount if it's according to our general terms and conditions and we're not at fault. If we need your bank details for the refund (depending on your selected payment method), our accounting department will contact you separately.  Once we receive your return, we will inspect the merchandise and compare it to your return reasons and requests. After inspecting the merchandise and comparing it to your return reasons and requests, we will refund you the purchase price of the item or contact you for further questions. Please check the payment method you used for the refund. Please note that DHL also needs time to return the shipment.

In principle, cancellation is possible as long as we haven't processed your order in logistics.  With the high volume of orders we process daily, cancellation is impossible once we've transferred your order to the warehouse.
If cancellation is still possible, you'll receive your refund immediately through the payment method you selected.
If cancellation is no longer possible, don't worry, there are still options:
a) The easiest way is to digitally stop the parcel or refuse acceptance when the parcel carrier is with you.
b) Once the package is back with us, you'll receive your credit and your money back immediately!
Contact our Customer Service with your cancellation request or create an appropriate ticket by logging into our Support Portal at the top right.

You can easily request your return in your personal customer profile. However, please note that opened items are excluded from exchange and return. We accept only unopened goods or goods with a quality defect. We will check quality defects after your report. If we need a return for this, we will inform you. Contact our Customer Service at help@esn.com, and we'll be happy to help.

For a change of e-mail address, it's not possible for us to change it due to data protection reasons. If you want to change your email, you would have to create a new customer account with the desired email address. If you chose the payment method "Klarna," please contact Klarna support as the invoice will be sent directly from them.
For a change of address, please email our Customer Service with your order number, email address, and the new address at help@esn.com.

Please check your spam folder first. Then check your order and shopping cart again in our webshop.  If you still haven't received an order confirmation email despite completing and confirming your order, please email us at help@esn.com.

If your delivery is incomplete, or one or more products didn't arrive in the package, we're very sorry. Despite our best efforts, it is possible for packages to be damaged or for mistakes to occur during the delivery process.  To resolve this issue, please send us all the necessary information about your case through our automatic process by emailing us at help@esn.com. We will do our best to quickly resolve the issue and get back to you as soon as possible.

We're sorry you didn't receive your shipment. Returns we receive are processed chronologically. If your order is returned to us by DHL for any reason, such as your last name not being on the bell or the storage period in the store being exceeded, we will cancel the order and issue a refund to the original form of payment used at the time of purchase. Redelivery from us is not possible. We're working at full speed to restock certain products and make them available for you to order again. Please check the payment method you used for the refund. Please note that DHL also needs time to return the shipment.

Typically, delivery time for orders is 3-5 working days. However, during times of high order volume, it may take longer for us to fulfill and deliver your order. Once your order has been shipped, we will send an automated email with a tracking link provided by DHL. Delivery within Germany usually takes 1-3 business days, while deliveries to Austria, Switzerland, France, Sweden, and the Netherlands take about 3-5 business days.

We provide a shipment number for each order, which you can use to track the delivery of your package. If you are not available to receive your package during the specified delivery period, you can use the tracking link to select other delivery options.

We accept the following payment methods for your convenience:
•    Pay later with Klarna
•    Instant bank transfer with Klarna
•    Pay now with Klarna
•    PayPal
•    Sofort bank transfer
•    Credit card (Visa, Mastercard, Maestro, American Express)
•    Accelerated Checkouts (Google Pay, Apple Pay, Shop Pay)

If you have a voucher from ESN, you can redeem it on our website in the ESN Shop.
1.    Please note that only valid discount/promotion codes or influencer codes should be entered in the shopping cart.
2.    At the checkout page, enter the valid coupon code in the designated field and click on "Apply".
3.     The invoice amount will be updated accordingly, and you can continue with the payment and shipping process.