FAQs

How can I contact ES1 Solutions?

You can reach us anytime at info@es1solutions.com
Our customer support team will be happy to help with anything you need.

Do you ship worldwide?

Yes, we ship to most countries across the globe.

Where do you ship from?

Our products ship primarily from our international warehouse partners, including facilities in Hong Kong and other global locations, depending on stock availability.

Can I change or cancel my order?

Because we aim to process orders as quickly as possible, you must request any order changes or cancellations within 12 hours of placing your order.
Requests made after this window cannot be accommodated.

If your order has already shipped, you may still return it for a full refund once it arrives, in accordance with New Zealand Consumer Guarantees Act (CGA) and our return policy.

What payment methods do you accept?

We accept:
• All major credit cards (VISA, Mastercard, AMEX)
• PayPal
• Additional NZ-friendly payment options may be supported depending on availability at checkout.

All prices on our store are shown in New Zealand Dollars (NZD).

When will my order be processed?

Orders are processed by our warehouse team Monday–Friday.
Please allow 1–3 business days for processing, plus an additional day for dispatch.

During holiday periods or major sales, processing times may be slightly longer.

We do not ship on weekends or public holidays.

How long will it take to receive my order?

Shipping times vary by destination. Most orders arrive within 2–4 weeks, depending on demand and your location.

What if I don’t receive my order?

If your order does not arrive within 30 days from the date it was shipped, you are eligible for a full refund under our delivery guarantee.

Will I be charged customs duties or taxes?

All prices on our website are displayed tax-free in NZD.

According to New Zealand customs regulations, you may be required to pay import duties, GST, or customs fees once your order arrives in New Zealand (or in your destination country if ordering internationally).
These charges are determined by your local customs authority and vary depending on the product value and import rules.

Customers are responsible for paying any applicable import taxes, GST, or duties.
ES1 Solutions is not responsible for customs delays or additional fees charged by your country’s border services.

For more information on New Zealand import fees, visit the New Zealand Customs Service website or contact your local customs office.