FAQs

Frequently Asked Questions
Find answers to our most common queries below

Placing your order

Help! I cannot find what I am looking for

All of the products that we stock are listed on the website, if you cannot find a particular item use the search box at the top of the site - making sure that the name is spelled correctly.

If you still cannot find the item it may be worth contacting us to speak to one of our advisors who will be able to help with your query. Call us on +44(0)800 0470163 or +44 (0)2920 008844, or email customerservice@escentual.com

Why won’t my voucher code work?

It may seem simple, but please make sure that you’re typing the code in correctly! (Please note none of our codes have spaces). If that doesn’t work, please check the expiry date on the code, as some have a limited time for redemption finally it may be that the code is linked to your account and you need to log in to validate this. Birthday codes especially, are for you to help celebrate your birthday and as such you must be logged in to your account for these to work.

To sign in, please press the ‘sign in’ button on the top right hand side of the website and enter your details. Once you have placed everything you would like to purchase in your shopping bag, please proceed to the basket page (edit bag / checkout). You will then be given the option to apply the voucher code in the section ‘Redeem Pretty Pennies and/or Enter Vouchers’. Once this has been applied it will show that the voucher has been applied, in a green box to the left and the discount should show in the sub total on the bottom right of the basket page.

If you have any further queries, feel free to contact us on 02920 008844 or email customerservice@escentual.com

The item I have ordered is not currently in stock how long will it take to be dispatched?

This depends on the item the ordered. Different brands have different suppliers who have different delivery times. You will be informed of the expected time for us to obtain stock on the product page and once the order has been placed via weekly emails. The times stated are an estimate based on the average delivery time for the brand, unfortunately there are sometimes circumstances that are out of our control that can delay this such as the brand being out of stock themselves.

Amending your order

How do I cancel my order?

You can cancel your order, however we do process orders within 15 minutes of confirmation so you will need to be quick about it.

To cancel your order, go to your account page (the "my account" link in the top right when you are signed in), then click on the "My Orders" section and then view the order you wish to cancel and there should be a black "Cancel Order" button. Please note the button will disappear after 15 minutes when the order is submitted to the warehouse, after this point we are unable to cancel your order.

If you are too late, and your order has already been processed you can of course return it to us for a refund. Find out more about returns .

Contact our customer services team customerservice@escentual.com for more information.

How do I amend my order?

Unfortunately you are unable to change your order once it has been confirmed, you do however have 15 minutes to cancel your order by following the instructions in the above question.

If you are too late, and your order has already been processed you can of course return it to us for a refund. Find out more about returns .

How do I change my address?

Unfortunately to protect our customers from potential fraud you are unable to change the address on your order once it has been confirmed, so please ensure that all of your address details are correct before you confirm your order. You do however have 15 minutes to cancel your order by following the instructions in the above question.

If you are too late, and your order has already been processed you can of course return it to us for a refund. Find out more about returns .

Receiving your order

I have received a faulty or damaged item - what should I do?

If you have received a faulty item please contact our customer services team via email customerservice@escentual.com or by phoning them on +44 (0)2920 008844, and they will inform you of the returns procedure for faulty items. When contacting them please make sure you have the following information ready:

  • Your Order Number
  • Product Code/Product Name
  • Details of the fault
  • If you want a refund or replacement
I have received an incorrect item - what should I do?

If you have received an incorrect item please contact our customer services team via email customerservice@escentual.com or by phoning them on +44 (0)2920 008844, and we will inform you of the returns procedure for incorrect items. When contacting us please make sure you have the following information ready:

  • Your Order Number
  • Product Code/Product Name
  • Details of the incorrect item

Please report any incorrect items within 7 days of receipt of the parcel. We will not be able to process any claims outside this period.

Part of my order is missing, what should I do?

If you have received your order and part of the order is missing, it may be that part of the order is out of stock and will be dispatched at a later date.

If however the item is stated on the invoice and not in parcel, it may be that there has been an error when your order was processed, in this case please contact our customer services team via email customerservice@escentual.com or via phone on +44 (0)2920 008844.

When calling, please make sure you have the following information ready:

  • Your Order Number
  • Product Code/Product Name of missing item

Please report any missing items within 7 days of receipt of the parcel. We will not be able to process any claims outside this period.

The item I have ordered is not currently in stock how long will it take to be dispatched?

This depends on the item the ordered. Different brands have different suppliers who have different delivery times. You will be informed of the expected time for us to obtain stock on the product page and once the order has been placed via weekly emails.

I have not received my order, where is it?

If the expected delivery time from the date of dispatch of your order has passed, please contact our services team who will inform you of the process to start the investigation into the whereabouts of your order.

Please note that using our specified delivery date service if it is over 7 days from the stated date we may not be able to process your claim

You can contact us via email customerservice@escentual.com: or call +44 (0)2920 008844.

What do I do if my order shows as delivered but I have not received it?

If upon tracking your order it shows that the item has been delivered but you have not received it, please contact us as within 7 days of the item showing as delivered, otherwise we will not be able to process your claim for the order being received.

If this occurs we will contact Royal Mail who will raise an investigation for the parcel including interviewing the driver, this process normally takes 72 hours and as soon as they let us know the outcome of the investigation we will pass this information on to you.

You can contact us via email customerservice@escentual.com: or call +44 (0)2920 008844.

Other order queries

What does my order status mean?

We have lot's of different order status's depending on what is happening with your order, a brief overview of each one is as follows;

Status What it means
Pending We have received your order and it will shortly be checked and sent to the warehouse for processing.
Payment Review Your order has been flagged for manual review, don’t worry this should not affect your dispatch date. However if we do require extra information we will contact you via email.
Processing Your order has been sent through to our warehouse for processing and dispatch, once your order is in this status we are unable to make any amends to it.
Complete Your order has been picked, packed and dispatched from our warehouse. Please note that this does not confirm your order has been delivered – this should occur with the delivery estimate.
Partially Complete The in stock items on your order have been picked, packed and dispatched from our warehouse, the out of stock product (s) will be dispatched as soon as we receive stock.
On Hold There has been an issue upon processing your order and currently we cannot dispatch it without further information from yourself. Our team will have sent an email regarding this, please respond with the requested information. If you cannot locate the email please phone our customer service team with your order number and they will be happy to help.
Cancelled Your order has been cancelled, any pending payments have been voided and should become back available to use within 7 days (depending on your card issuer).
Waiting for return We have received contact from you regarding your order and are now awaiting the product(s) to be returned to us, as soon as the return is processed we will email you to let you know.
Return Received We have received your return and it is currently being processed, you should have received an email from us regarding it.
Resent We have arranged for your order (or part of your order) to be resent as requested, you should normally receive a new order number relating to the resend.
Refunded We have arranged for your order (or part of your order) to be refunded, this should clear back on to the original method of payment within 7 working days.
Order not received – Investigation Raised We have received contact from you that you have not received your order and raised an investigation with our couriers, as soon as we have a result we will contact you.
Order not received – Investigation Complete We have received confirmation from the courier regarding your delivery and have contacted you regarding the results. If you have not heard from us please phone our customer service team with your order number and they will be happy to help.
How do I return an item?

All our products come with a 30-day money back guarantee. So you can shop with us with complete peace of mind. This does not affect your statutory rights. Find out more about returning a product

Payment queries

When do you take payment for my order?

We do not take any payment until your order has been dispatched. If your order is dispatched in separate parts you will only be charged for the part of the order that is dispatched.

Please be assured that here at the Escentual.com we do not charge any orders until they have been despatched from our warehouse.

We send what is called an authorization request to your credit card company. Your credit card company verifies that the card is valid and that the amount of your transaction is available. If the card number is valid and the funds are available, they put an authorization hold on the funds. An authorization is only a hold on the funds for a possible future transfer. This hold is temporary, and if the transaction isn't settled it will expire without any action. It is not a completed transaction and no funds are transferred at that time.

Your credit card company may still show a temporary authorization hold on the funds after your transaction is completed. It can take up to 30 working days for them to process the void on the authorization. The time will vary from one company to the next. Unfortunately, many customer service people at the card companies don't understand the difference between a settled transaction and an authorization hold. They may tell you that it was a valid transaction.

As this is a banking procedure, we are unable to intervene with these times.

What payment methods do you accept?

We accept payment by the following credit and debit cards:

  • Visa
  • Mastercard
  • Switch
  • American Express
  • Maestro
  • Solo
  • Delta
  • Discovery – USD only.

We also offer the option to pay by PayPal

If you prefer not to give out your details online, we can also take orders via phone. Simply call +44(0)800 0470163 or +44 (0)2920 008844 to be put through to our friendly customer service team.

What currencies do you accept?

We currently accept the following currencies:

  • GBP
  • USD

To select a currency just click on the link showing the current currency at the top of any page on our website, this will bring up a box allowing you to select your currency and delivery country.

Which exchange rate do you use?

As we are a UK based company, all of our products are priced in GBP and then converted using up to date exchange rates. We review these daily and our non-GBP prices will change daily at approximately 3pm GMT due to this.

Why have I been charged a different amount to my order confirmation?
We will only ever charge you the amount listed when your order is confirmed, if there is a pricing error we will contact you before the processing of your order. If the amount you are charged is different to the amount on your order confirmation there may be a couple of reasons:
  • 1. The chosen payment currency is different from the currency of the issuing bank, this will mean we have charged you in your chosen currency but your card issue have settled the payment in your local currency at their exchange rate.
  • 2. Part of your order is out of stock, we only charge for items once they are processed and as such you will only be charged for in stock items. The out of stock products will be charged once they are ready to be dispatched to you.
How do you process my payment?

We use a secure 3rd party payment processing company called Braintree (who are owned by PayPal). to securely process your payment details, during the checkout process you will enter your card details through their encrypted server, once your payment details are confirmed you will be redirected to back to Escentual for your order confirmation. Your card details never actually touch our system, we only get an encrypted token that allows us to see the last 4 digits and the feedback on the authorisation request (that is whether the address details etc. match).

Do you store my card details?

We do not store your card details directly on our server, in fact your card details never actually touch our server for security reasons. We do however store an encrypted token for your card details to allow us to take extra payments (only with your permission of course) and to make the checkout process easier for our regular customers. All details are automatically stored when you place an order if you do not want these details to be stored you can delete them from the " my account" area on site under the Credit Cards link.

Delivery queries

What courier companies do you use?

Depending on your order, the most suitable courier company will be chosen. This will depend on the weight, size and value of your order. In the UK we use Royal Mail and DPD. For international deliveries it will depend on the chosen country and delivery method.

Do you ship to P.O box addresses?

We currently do not ship to P.O box addresses for security reasons.

Do you deliver to my country?

We deliver to many places including the UK, Europe, North America, and other selected international destinations. If you cannot see your country listed on the basket page, we cannot deliver to it at the moment.

If you are unsure contact us via email customerservice@escentual.com or call us +44 (0)2920 008844.

Due to recent international restrictions on shipments from the United Kingdom, we cannot ship any fragrances, pressurised containers or nail varnishes outside of the UK using a standard service.

This means that from Friday 22nd February 2013 we have had to restrict international ordering of these products by our standard services, however they are still available to order using Express delivery to certain European countries where we offer this service - see a list of available countries here

All restrictions are shown on the product pages in the product information and on the basket page when an non-UK country is selected.

Please accept our sincerest apologies for any inconvenience caused, we are currently doing our utmost to resolve the situation.

Make sure that you are signed up for our newsletter so that we can inform you once a solution has been found.

Do I have to pay customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

We are a UK based company operating inside the EU, therefore all order placed for delivery inside the EU will not be subject to Customs charges.

However for orders being delivered to non-EU countries we have no control over these charges, and due to the customs policies and import duties varying from country to country, we cannot tell you what the cost would be. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.