Returns

Returns

How do I return a product?

If you wish to return any items please contact customer services by email: customerservice@escentual.com who will inform you of the exact procedure depending on your circumstances.

To enable us to refund or exchange your purchase, items must be in the exact condition you received them in.

Due to the personal nature of the products that we sell, we cannot replace or refund unwanted items if they have been opened or any seals been broken.

The refund will not include the cost of delivery or return postage.

For all returns we strongly recommend that you retain your receipt from the Post Office until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.


Damaged Items

If a product arrives damaged please do not dispose of the damaged items, we will require evidence of the damaged item. This may be in photographic form or we may require return of the damaged item. As soon as the damage is noticed please email customerservice@escentual.com or call on +44 (0)2920 008844 as soon as possible after you product arrives, we cannot accept returns of damaged items if we are notified more than 14 days after delivery. Our customer services team will let you know the returns process and provide you with a free post address to return the items to.

Please note: If any items within a gift-set, box set or multi-pack are damaged - please return the whole box-set, and we will be happy to replace it. We cannot provide replacements for individual elements of a gift set, box-set or multipack.

For all returns we strongly recommend that you retain your receipt from the Post Office until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.


Faulty Items

If a product arrives and appears to be faulty, please email customerservice@escentual.com or call on +44 (0)2920 008844 as soon as possible after you product arrives. Our customer services team will let you know the returns process.

Please note with makeup and skincare items we can only accept returns of a product considered to be faulty within 30 days of purchase, due to the nature of the products.

Please note that if no obvious fault can be found with the product it may need to be returned to the manufacturer for testing before we can replace or credit the order.

For all returns we strongly recommend that you retain your receipt from the Post Office until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.

Fragrance Issue

All the products we supply are stored in a temperature controlled, air conditioned warehouse and are dispatched as supplied to us by our suppliers.

We are unable to accept back a fragrance because you do not like it.

If you believe that the fragrance you have received does not smell correctly initially please read our fragrance guides. If you still feel something is wrong with the scent then please contact us, we may be able to accept the return of the fragrance and then return it to the manufacturers for testing, this process can take up to 30 days and we are unable to issue any refunds or replacements until this has been completed. Certain brands prefer to get in contact with you directly regarding the issue and as such we will pass your details on to them for them to deal with your issue.

If a purchased product develops a mechanical fault during normal use within 6 months of purchase please contact our Customer Service Team and they will advise you on our free returns procedure for a replacement to be sent to you. Due to the nature of Make-up and Skincare products we can only accept returns of a product considered to be faulty within 30 days of purchase. Unfortunately we are unable to accept returns of products that develop faults after these time periods.


Unwanted Items

All our products come with a 30-day money back guarantee. This does not affect your statutory rights.

To enable us to refund or exchange your purchase, items must be in the exact condition you received them in.

Due to the personal nature of the products that we sell, we cannot replace or refund unwanted items if they have been opened or any seals been broken.

The refund will not include the cost of delivery or return postage.

If you wish to return a product, email customerservice@escentual.com or call +44 (0)2920 008844, and our customer services team will let you know the process.

For all returns we strongly recommend that you retain your receipt from the Post Office until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.