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FAQs

Frequently Asked Questions

Why won’t my voucher code work?

It may seem simple, but please make sure that you’re typing the code in correctly! 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

How do you process my payment?

We use a secure 3rd party payment processing company called eKashu to securely process your payment details, during the checkout process you will be redirected to their server https://live.ekashu.com/ to 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.

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 spelt 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

Can I cancel my order?

Yes of course, however we do try to process your order within 30 minutes so you will need to be quick about it. 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.

Can I amend my order?

You can, however we do try to process your order within 30 minutes. So please contact us immediately on 02920 008844, if it is out of office hours please contact customerservice@escentual.com and use URGENT in the subject line with your order number as we may not be able to change anything if this is not done.

Can I amend my address?

You can, however we do try to process your order within 30 minutes. So please contact us immediately on 02920 008844, if it is out of office hours please contact customerservice@escentual.com and use URGENT in the subject line with your order number as we may not be able to change anything if this is not done.

What payment methods do you accept?

We accept payment by all major credit and debit cards: Visa, Mastercard, Switch, American Express, Maestro, Solo and Delta. We also offer the option to pay by PayPal - shopping with Escentual has never been easier!

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..

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.

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

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
  • Letter/Number next to the 'checked by' section at the bottom right hand side of the invoice

Please report any incorrect items within 30 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
  • Letter/Number next to the 'checked by' section at the bottom right hand side of the invoice

Please report any missing items within 30 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.

What do I do if I have not received my order?

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.

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.