Who is eShopWorld?
eShopWorld is a global eCommerce and logistics management company that works with brands to give you, the shopper, a localized shopping experience. This means, when you are browsing the merchant’s website,
Why does “eShopWorld” (or similar) appear on my bank statement/credit card statement/other statement?
When you make a purchase on the website of a brand we work with, you are, in fact, purchasing from eShopWorld. We process your payment, sell the goods to you, and transfer ownership to you for the purposes of importing the goods into your country.
Is eShopWorld safe?
eShopWorld is trusted by many of the world’s biggest brands to manage their global eCommerce business. When you shop with a brand that uses eShopWorld’s technology, you use our checkout to complete your purchase and make a payment. Our technology is deployed across a global network of more than 40 hubs and returns centers, and we work with more than 25 local carrier partners to manage you delivery experience.
eShopWorld is a multi-award winning technology company based in Ireland. Deloitte ranked eShopWorld #1 in their annual Technology Fast 50 ranking in 2015, 2016 and 2017. We are the only company to rank #1 for three years consecutively in the history of this ranking.
How does eShopWorld process my data?
How can I contact eShopWorld?
Please use the contact form for all enquiries about international orders:
Duties & Taxes
Why has my international order been charged duties and taxes?
Goods imported into certain countries (including European Union, Switzerland, Norway and Japan) must be declared to Customs and may be liable to duties and tax (sales tax e.g. VAT/GST). This declaration is made by eShopWorld and any duty & taxes arising are paid by eShopWorld on your behalf.
Both duty and tax are calculated at rates set out by Customs, depending on the type of product, where it is made (country of origin) and other criteria. The breakdown and the calculations are then based on the value of the goods and shipping. Please be aware that duty may also form part of the tax calculation.
In some countries, we include the cost of the duty and tax in the price of the product. In others, they are shown as a separate cost in the shopping cart. In all cases, the calculation is governed by the duty and tax regulations of the importing country. In different countries/territories, there are certain thresholds where certain items may be tax and duty exempt, based on the type of product or the total value of the order.
Note that Customs clearance may occur regionally instead of in the final delivery country. For example, your parcel may clear customs in France, even if you live in another European Union country. Similarly, it might clear in Singapore, even if you live in another part of Asia.
Shipping, Tracking & Delivery
How can I track my international order?
You can track your international order once you have received your tracking number via email. To see tracking updates for your order, click the link in the retailer’s email, or enter your tracking number in our tracking portal here.
Tracking updates may not be real-time and can be subject to delays, dependent on carrier.
Please note: your order confirmation number is not a tracking number and cannot be used to track your order.
When will I receive my order?
Tracking updates can be found in the eShopWorld tracking portal. See How can I track my international order?
Processing and delivery times differ by retailer and destination country. If the tracking information has not updated in 7 days, please contact us here so we can investigate.
What are the ID requirements for Russian shipments?
After your order is confirmed, our Customs clearance partner will request Russian ID information via email. This email will also advise how to upload this information for Customs.
If you are a Russian shopper and have not received this email, please check your Spam/Junk folders or contact us here.
Russian ID information needs to be submitted within 10-14 days of order placement otherwise your order will not be shipped to Russia, and your order will be returned.
Please note: ID information must be submitted in the Russian language. Photocopies of passports will not be accepted and should not be sent to eShopWorld.
Returns & Refunds
How can I return my order?
To return your order, please follow the returns process on the website where you made your purchase.
General Returns Process
Returns policies may vary – see the retailer’s website for more information.
Once the goods have been received, verified and accepted by the Returns Centre, a refund will be issued by the retailer.
We recommend using a carrier with a tracking service when returning your items – this will ensure it is tracked to our Returns Centre and can be processed by the retailer.
When will I receive my refund?
For enquiries regarding refunds or replacement orders, please contact the retailer directly.
Can I change my address?
Address details can be changed if advised shortly after order confirmation. We cannot, however, change the delivery country once the order is placed. Please contact us here to change your address details.
Can I add or remove items from my order?
For enquiries regarding order changes, please contact the retailer directly.
What happens if my package is damaged or missing?
If the package arrives damaged or does not arrive at all (and it is past the estimated delivery date given on the carrier’s tracking portal), please contact the retailer directly.
What if no one is home when my items are delivered?
If you are not home to receive your order, the carrier may attempt to leave it with a neighbour or in a safe, secure location. Typically, a carrier will not do this without your prior consent.
You may be contacted to advise the package’s location, or to confirm that the parcel has been returned to a local depot.
You will then need to contact the carrier to receive your order.
We’re here to help. To speak with eShopWorld customer service regarding delivery of your order, please click the button below. For all other queries related to your order, please contact the retailer directly.
If you’ve placed an order on the website of one of the brands we work with, you can track it using your tracking number below.