Frequently Asked Questions

Answers to some of our most frequently asked questions are listed below.

What Is Your Returns Policy For Orders Sent To The UK?

You can return any item for a refund within 28 days of receiving your original order.

You can also exchange your item within 28 days, as long as the new item has the same product code as the original product you ordered. If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product.

You’ll know if the new item has the same product code as your original item, because the size or colour will be available in the drop down menu on the product page for the original item you ordered.

We'll send your replacement to the default delivery address on your account - we can’t send a replacement to an address that’s not your default delivery address. To check or update your address details, log into My Account and click 'edit' below your Address Book (remember to click 'Save' when you're done).

If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead.

If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you'll need to return the unwanted item for a refund and place a new order.

We will refund the price you purchased your item at. This includes sale items. If you’d like a refund for your goods but you can’t return them to us for any reason, then a refund for those goods will be at our discretion.

All goods will be inspected on return.

The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!

We are not responsible for any items that are returned to us by mistake.

We try hard to accept all returns and they don’t need to be in the original box or bag, as long as they're securely packed. Where possible, returned items should include tags and any packaging e.g. shoes shoes should be returned with the original shoe box.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Returns are free for UK customers.

We recommend you obtain proof of postage. Our returns address is: Esio Ltd, Bonnington Bond, 2 Andersons Road, Edinburgh, EH6 5NP

What Should I Do If My Order Hasn't Been Delivered Yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It's also worth checking if there's any local delays in your area - just click here.

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, just click here so we can help you further.

Which Payment Options Do You Accept?

You can pay with any of the following credit and debit cards online:

Maestro/UK Maestro



Visa Debit/Delta

Visa Electron

You can also pay for an online purchase using PayPal

Can I pay with PayPal?

Yes, we accept PayPal on however please note that if the delivery address on your order is not a confirmed address on your PayPal account then we will email your PayPal registered email address for confirmation. We will need to receive a reply to this email before your order is dispatched. Please reply to any emails as soon as possible as we will not be liable for any delay in delivery as a result of your failure to reply.

How Do I Track My Order?
Easy, just click here . . .
Customer Support

Any other questions please contact our customer service team

Contact Details

Active Buzz Instagram #MYACTIVEBUZZ    INSTAGRAM LIVE FEED  View All