FAQ

Ordering and Purchasing:

  • What's the best way to purchase? 
    The best way to purchase is through our website. You can also visit our West London Studio (Click here for address and opening hours). If you can't do either of the options above, you can call us and we can process your order on the phone. Our number is 02088111155

  • When is the Studio open?
    Opening Hours:
    Tuesday - Friday : 10AM - 3PM
    Saturday : By appointment
    Sunday - Monday : Closed

    Address: 183 Acton Lane, Chiswick, London, W4 5DA

  • What do I do if there is a problem with my order or product? 
    Please email us at info@esska.co.uk or call us on 02088111155 and we will get back to you within 1-2 working days.
  • The style I would like to order is out of stock. How will I know when it’s back in stock? 
    Please take a look at our back in stock page here.
    If the product you want is currently out of stock on our website, you can click the size you would like and a 'notify me when available' pop-up will appear. Add your email and you'll receive a notification when it's back in stock.
    In case a pop-up doesn't appear, that means the style you're after will not be back in stock unfortunately.
  • I received the wrong size, colour or style
    We're sorry for the mix up. Unfortunately, these things happen now and again. Please visit https://esskashoes.com/a/returns for UK orders and process as an exchange.
    For non-UK orders, please follow the return address on your invoice.
    We'll send out the correct pair once we receive your shoes back. Sorry once again!
  • Do I have to create an account to make an order? 
    No, you can check out as a guest, but it's advisable to create an account as you can save your details, track your orders and see your history.
  • Do you offer gift cards? 
    Yes, we do. We offer E-gift cards of £15, £50, £100, £150 or £200 with an expiration date of 12 months.
  • I've looked online and you don't have my size. Will you have it in your Studio?
    Our website and Studio use the same stock. If the website shows a style is out of stock, then it won't be in our Studio unfortunately.
  • I have a promo code; how can I use it? 
    If you have a promo code, simply add products to your basket and once you're done, add the promo code at checkout. If the code is correct, it will automatically be discounted.

Shipping and Delivery:

  • Where do you dispatch from? 
    We dispatch from our Studio in West London. 
  • Where do you ship to? 
    We ship worldwide. 

  • What about import duty?
    We use a 3rd party company to help with non-UK deliveries. The price you pay includes all the costs of shipping and duty, where relevant.
  • How much do you charge for the shipping? 
    This depends on where you are based. You will see several delivery options and their price when you go through the ordering process. Please check them here.
  • How long does it take for my shoes to be delivered? 
    Within the UK, shipping takes 2 working days with Royal Mail (unless you choose a next day delivery or a courier service). For Europe and the USA it takes between 2 to 3 days depending on your location (we use DHL). To the rest of the world 4 to 7 days (also with DHL).
  • Can I track my order? 
    We only ship with tracked services, for your peace of mind and ours. When we dispatch your order, you will get an email with your tracking number so you can keep an eye on it. 

  • Where is my order?
    If you are in the UK, you will have been emailed a tracking number. Please track your parcel before getting in touch as this usually answers the question.
    If you are outside of the UK, you will have been sent a tracking number.  Your package will have been sent by DHL, so please track your parcel before getting in touch as this usually answers the question.

  • My order says it has been delivered, but I don't have it
    If you have tracked your parcel and it says it has been delivered, then it has probably been left with a neighbour. Please check if a card has been placed through your door by the delivery company.
    For Royal Mail during busy times: We have noticed that during very busy times (e.g Christmas) some parcels are shown as being delivered when they haven't been. In our experience, the parcel will arrive after a couple of days - we're not sure why this happens but is it likely because of the capacity in the system. Unfortunately, this is outside of our control..... it’s not something we like either.
    For Royal Mail at other times: We have noticed that sometimes the parcel is shown as delivered but is actually at the local post office awaiting collection. This happens when a card has not been left by Royal Mail.  Unfortunately, this is outside of our control...... it’s not something we like either. It is worth checking with your local post office.
    For non-UK orders: Please contact DHL in your local region and share the tracking number with them. This generally helps in locating the parcel.

  • My parcel is lost
    If you have tracked your parcel and have also checked with the delivery company and they say your parcel is lost, please contact support@esska.co.uk and we will help you fix the problem.

    Exchanges and Returns:

    • Can I cancel my order? 
      If you changed your mind, let us know asap as we may be able to cancel your order if we receive your email/message/call before we dispatch. We try processing orders within 1 working day.
    • Can I exchange for a different size/colour/style?
      Yes we do for UK orders. Please visit https://esskashoes.com/a/returns and follow the process for an exchange.
      We are unable to offer exchanges for international orders. You will need to create a new order for that.
      Our return and exchange policy is 14 days from the day you received your original order.
    • Can I return an item?
      We allow returns of all items within 14 days of your order date. Please make sure the products are unworn and returned in their original packaging. Please ensure any buckles/ straps are done up and any laces are replaced when returning an item as this helps us massively when we are checking the return.
    • When will I receive my refund? 
      We process refunds within 1-2 working days from receiving your return.  It may take longer for you to receive your money depending on the payment method you used when placing your order.
    • What should I do if there is a fault in my product? 
      If there is a fault, rest assured we are here to help. Please take a photo and email us at support@esska.co.uk and we will take it from there. We will arrange a return and we will either replace them for you or refund you. 

    Products:

    • What are your shoes made from? 
      Most of our shoes are made of leather, unless they are part of our vegan range (which will be clearly specified on our website). All our leathers come from reputable suppliers in either Portugal, Spain or Italy.
    • What are the vegan shoes made from? 
      Our vegan materials are a blend of polyester (55%) and polyurethane (45%). 
    • Are your shoes slip resistant? 
      All our outsoles are made of rubber and as a result are slip resistant in normal conditions.  
    • Are the shoes waterproof? 
      No. Our shoes and boots are made of leather, so while they can take a bit of light rain, they are not waterproof. 
    • Do you have Vegan shoes? 
      Yes, we have a vegan range. All the components used come from high quality specialised suppliers. 
    • Where are your shoes produced? 
      All our shoes are made in small factories in Portugal.
    • Do you use any plastic in your packaging? 
      We try not to use any plastic. Our boxes are made of cardboard and the mailing bags used to dispatch your orders are made of paper.

    Size and fitting:

    • What shoe size should I order? 
      All of our shoes are designed and manufactured using European sizes.  There is approximately 6.4mm difference between each size (length).  Unless otherwise specified in the product description, we suggest you go with your normal European size. Please check the description of the style you are looking to buy as this will state the fitting.
    • Do your shoes come big or small? 
      It really depends on the style as each style fits differently. To help, we specify in the product description if the style fits big, small, or normal. 
    • I am in between sizes, what shall I go for? 
      It depends on the style. But to help, we will let you know in the product description. If you are still unsure, please get in touch and we will be happy to help. 
    • Do you offer half sizes? 
      No, all our products come in full EU sizes. 
    • Are your shoes wide fitting? 
      Our aim is to offer a generous fitting, but some styles are more suitable for narrow/average feet and this will be specified in the description. 

    General:

    • What does Esska mean?
      Esska is the phonetic pronunciation of Souraya's (Esska’s founder) initials from her maiden name - Souraya Karami in French, as she was French educated in her home country of Lebanon.
      S = Ess K = Ka

    Cleaning your shoes: 

    • How do I care for my new shoes?
      It really depends on the material, but in general, if they are suede, you can protect them with special suede protector spray, and clean them with a soft suede brush. If they are leather, you can use a natural shoe cream. Metallic leathers and metallic suedes should be treated with extra care. Please avoid any chemicals. Please ensure you use protective products from a reputable company and follow their instructions fully. If you are unsure, it is best to seek professional advice from a cobbler. Alternatively, if you need more help, please get in touch with us.
    • How do I clean my Esska shoes?
      How you clean your shoes really depends on the material, as each one needs to be treated differently.

      For all shoes:
      1. It is important to let your shoes air dry naturally if they become wet. Never put them on or near a radiator or other source of heat as this will cause serious damage.
      2. Always test any products you use on an inconspicuous part of the shoe before using it on the entire shoe.

      For suede and nubuck:
      Suede is a porous material, so one of the best ways to care for suede and nubuck is to use a protector before you wear them. These are available from many brands online and from high street shoe repairers. Please ensure you follow the instructions carefully and always test the spray, allowing it to dry fully, on an inconspicuous part before applying it to the whole shoe.
      If you get your suede or nubuck shoes dirty, there are a few steps you can take to spruce them up:
      1. Allow any mud or dirt to dry naturally before you start cleaning.
      2. Remove any laces if you have them.
      3. Use a dry, stiff brush to remove as much of the mud as possible. An old toothbrush will work or there are special brushes available (see an example here).
      4. If this isn’t sufficient and your shoes are still dirty, you can try a suede brush (see an example here). These brushes usually have 2 sides (a soft rubberised side and a stiffer metal/nylon brush side), plus a contoured edge. Start by gently brushing with the metal/nylon brush to remove any remaining dirt and then use the soft rubber side to brush the nap. Don’t apply too much pressure when brushing to avoid damaging the structure of the suede.

      If you still have marks on your shoes, you may need to clean the suede.  There are several products available to do this ranging from spray on foam and suede shampoo to full cleaning kits.  A number of proprietary options are here. Please ensure you follow the manufacturer’s instructions.

      For vegan leather:
      This process if for non-metallic vegan leather.
      1. Allow any mud or dirt to dry naturally before you start cleaning.
      2. Remove any laces if you have them.
      3. Use a dry, soft brush to remove as much of the mud as possible - see an example here.
      4. You can now use warm soapy water and a soft sponge to clean away any remaining dirt. Ensure you wring out the sponge so that it is damp and not wet as you don’t want to soak the shoe. For sandals, take care not to get the lining material too wet. This can also be sponge cleaned as required.
      5. Leave the shoes to air dry naturally.
      6. If needed, you can apply a neutral, vegan, shoe cream or polish to the shoes.

      For vegan metallic leather:
      1. Remove any laces if you have them.
      2. Use warm water and a soft lint-free cloth to dab (don’t rub) away any dirt.  Ensure you wring out the cloth so that it is damp and not wet as you don’t want to soak the shoe. If you have any ‘caked-on’ mud, hold a damp cloth on this to loosen it. Avoid picking it off when dry as this can pull away the metallic finish.
      3. Leave the shoes to air dry naturally.
      Avoid using any type of brush as this may damage the top layer of the material. Also avoid using any sprays that contain solvent as this can damage the material.
      4. You can use a neutral vegan shoe cream once the shoes have dried. This can be buffed lightly with a soft cloth to a shine.

      For ‘sparkly’ material:
      By ‘sparkly’ we mean glitter and non-smooth metallic finishes.
      1. Allow any mud or dirt to dry naturally before you start cleaning.
      2. Remove any laces if you have them.
      3. Use a dry, soft brush to remove as much of the mud as possible - see an example here. Don’t over brush the shoes as this is likely to damage metallic foil on the top layer of the material.
      4. You can now use warm water and a soft lint-free cloth to dab (don’t rub) away any remaining dirt. Ensure you wring out the cloth so that it is damp and not wet as you don’t want to soak the shoe.
      5. Leave the shoes to air dry naturally.
      Avoid using any sprays that contain solvent as this can damage the material.

      For velvet:
      Velvet is a porous material, so one of the best ways to care for it is to use a protector before you wear them. These are available from many brands online and from high street shoe repairers. Please ensure you follow the instructions carefully and always test the spray, allowing it to dry fully, on an inconspicuous part before applying it to the whole shoe.
      If you get your velvet shoes dirty, there are a few steps you can take to spruce them up:
      1. Allow any mud or dirt to dry naturally before you start cleaning.
      2. Remove any laces if you have them.
      3. Use a dry, brush to remove as much of the mud as possible. An old toothbrush will work or there are special brushes available (see an example here).
      4. If you still have marks on your shoes, you may need to clean the velvet. You can use warm soapy water and a soft sponge to clean away any remaining dirt. Ensure you wring out the sponge so that it is damp and not wet as you don’t want to soak the shoe.
      5. Leave the shoes to air dry naturally.
      6. Once dry, give them a light brush to revive the nap of the velvet.

      For metallic leather
      This process is for smooth metallic finishes.
      1. Remove any laces if you have them.
      2. Use warm water and a soft lint-free cloth to dab (don’t rub) away any dirt.  Ensure you wring out the cloth so that it is damp and not wet as you don’t want to soak the shoe.
      3. If you have any ‘caked-on’ mud, hold a damp cloth on this to loosen it.  Avoid picking it off when dry as this can pull away the metallic finish.
      4. Leave the shoes to air dry naturally.
      Avoid using any type of brush as this may damage the top layer of the material. Also avoid using any sprays that contain solvent as this can damage the material.
      5. You can use a neutral shoe cream once the shoes have dried. This can be buffed lightly with a soft cloth to a shine.

      For other metallic finishes
      This process is for metallic finishes including faux snake.
      1. Remove any laces if you have them.
      2. Use warm water and a soft lint-free cloth to dab (don’t rub) away any dirt.  Ensure you wring out the cloth so that it is damp and not wet as you don’t want to soak the shoe. If you have any ‘caked-on’ mud, hold a damp cloth on this to loosen it. Avoid picking it off when dry as this can pull away the metallic finish.
      3. Leave the shoes to air dry naturally.
      Avoid using any type of brush as this may damage the top layer of the material. Also avoid using any sprays that contain solvent as this can damage the material.
      4. You can use a neutral shoe cream once the shoes have dried. This can be buffed lightly with a soft cloth to a shine.

      For aniline leather:
      Aniline leathers tend to be non-shiny/look very natural. They are porous and if a drop of water is put on the leather, it will be absorbed and the material will look darker.
      Please remember, when cleaning your shoes, always test any products in an inconspicuous area.
      1. Allow any mud or dirt to dry naturally before you start cleaning.
      2. Remove any laces if you have them.
      3. Use a dry, soft brush to remove as much of the mud as possible - see an example here.
      4. If needed, you can now apply a shoe renovator cream (many are available, but an example can be found here) to the leather. This is a mix of waxes that will clean and nourish the leather. You can use this sparingly as a little goes a long way.
      5. Leave the cream for a short time and then buff it off with a clean brush.
      6. You can now apply a shoe cream or polish. If the leather looks dry, then a shoe cream is probably best. You can use either a natural or coloured cream depending on your preference. Apply this with a clean cloth and leave it for a short time before buffing it with a clean brush or lint free cloth. As there are numerous creams available, be sure to follow the instructions provided by the cream manufacturer.

      For pigmented leather:
      Pigmented leathers tend to have a coating on them meaning a drop of water will sit on the surface and not be absorbed. Please remember, when cleaning your shoes, always test any products in an inconspicuous area.
      1. Allow any mud or dirt to dry naturally before you start cleaning.
      2. Remove any laces if you have them.
      3. Use a dry, soft brush to remove as much of the mud as possible - see an example here. If needed, you can now use a shoe cleaning liquid to remove any remaining dirt - see an example here.
    • You can now apply a shoe cream or polish. You can use either a natural or coloured cream depending on your preference. Apply this with a clean cloth and leave it for a short time before buffing it with a clean brush or lint free cloth. As there are numerous creams available, be sure to follow the instructions provided by the cream manufacturer.

      For metallic suede (Wolfe material)
      If you get your suede metallic shoes dirty, there are a few steps you can take to spruce them up.
      1. Allow any mud or dirt to dry naturally before you start cleaning.
      2. Remove any laces if you have them.
      3. Use a dry, soft brush to remove as much of the dirt as possible but take care not to damage the metallic finish as this is a thin layer on top of the suede.
      If this hasn’t worked, you can use warm water and a soft lint-free cloth to dab (don’t rub) away any dirt. Ensure you wring out the cloth so that it is damp and not wet as you don’t want to soak the shoe.
      4. To avoid ‘tide marks’, you will need to clean the whole shoe even if the dirty is in only one area.
      5. Leave the shoes to air dry naturally. Avoid using any sprays or chemical cleaners on metallic suede materials as this can damage the top metallic layer.