FAQ

How do I contact you?

We are always eager to hear from you. The easiest way to reach us is to fill out the contact form at our Contact Us page. Alternatively, you can also send us an email at contact@t-ess.com.au.

Our friendly customer assistance team will get in touch with you within 24 hours.

When will I receive the ordered item?

The efficient team members at T.Ess complete the gift personalisation process within 2-4 business days. (This time period is subject to availability of stocks)

Delivery within Sydney- 2-3 business days

Delivery to other areas within Australia- 4-5 business days

International Delivery- the time to receive your ordered product may vary depending on the distance and differ according to country locations.

We always try our best to make sure your products are safely delivered to you as soon as possible. 

Note: T.Ess will not be responsible for any unexpected postal delays beyond our control. This includes delays caused by unintended and unavoidable circumstances such as bad weather conditions, your country’s local taxes, customs procedures, duties, clearance formalities, etc.

How do I track my order?

If you have chosen ‘Express Shipping Method’, you will receive the tracking information including the tracking URL via email after your order is shipped.

Note: Order tracking is not available for standard shipping method.

If you did not receive the tracking details, please send an email stating the matter to contact@t-ess.com.au or fill out the details on the contact form. Our team will get back to you with the order status and tracking information within 24 hours.

Do you accept AfterPay?

Of course, we do. Receive your order now and make payments in instalments with no extra cost to you!

Do you accept PayPal?

Yes, we accept payments through PayPal.

Do you offer international shipping?

Absolutely! We have international shipping provisions for most countries. Once you complete the checkout, our system will automatically calculate the shipping charges applicable to your country. You will be liable for paying extra charges in terms of taxes, duties, and others as incurred in your country.

How to take care of my leather products?

At T.Ess, we sell 100% genuine leather gift items sourced from quality suppliers. Following some easy tips can help you to keep all leather articles in excellent condition for years to come.

  • Do not touch the hot stamped area of the personalised monogram. This can remove the foil colour over time.
  • Avoid monogram contact with oily substances, alcohol or other similar elements, rough, sharp surfaces, and objects.
  • Always store your leather goods in a cool dry place and avoid moisture contact (leather is not a waterproof material). If the leather or monogram gets wet, wipe the water gently using a soft cloth.

Can I return a personalised item and get a refund?

Unfortunately, we do not have a return or refund policy on personalised items. However, we will process a return if you receive a faulty or broken item.

We, therefore, request you to choose the items carefully before personalising and review your orders properly before the checkout and making payments. The T.Ess team appreciates delivering gorgeous products with optimum quality that you can take pride in.

Are the purchased items subject to warranty?

We offer a replacement for faulty and damaged products. If you have any such issues, please contact us by email at contact@t-ess.com.au or fill out the details at our Contact Us page. We will take action to resolve the issue at the earliest.

Our company does not take the responsibility of general wear and tear in the due course of usage. We do not repair or replace products damaged during usage.