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Help & Advice

Terms and Conditions

References in these Terms and Conditions to “you”, “your”, “user” and “customer” all relate to the party using the Website.

References in these Terms and Conditions to Website refer to the Website http://www.escentual.com/ and references to “we, “us” and “Escentual” relate to RK Aggarwal Ltd T/A Escentual (Company Number 02031097) registered office: Churchgate House, Church Road, Whitchurch, Cardiff, CF14 2DX.

We reserve the right, at our sole discretion, to change, modify, add, amended or remove any part of these Terms and Conditions and it is your responsibility as the consumer to check these Terms and Conditions from time to time. If you do not agree to our right to change the Terms and Conditions or the Website from time to time please do not use the Website.

By accessing this Website you agree to these Terms and Conditions. If you do not agree to any of the stated Terms and Conditions you may not use or access this Website. The Website www.escentual.com is solely for personal use and the Website may not be used for any other uses.

Please note that these Terms and Conditions do not affect your statutory rights as a consumer.

  1. Shopping online

    1. All products we sell are genuine and supplied by the brand owners, manufacturers or authorised UK distributors.
    2. We take every care to ensure that the product images, description and specification of each product listed on the Website are accurate. However, although the colours in images on Website are a close representation a slight difference may occur in the actual product you receive. We always recommend trying the products that we sell in store before purchasing online.
    3. By submitting an order to us through our Website, you confirm that you are the person referred to in your billing details and all of your details are valid and correct.
  2. Acceptance of an order

    1. You can place an order in one of three ways, either online, over the telephone through our customer service department or via post using Cheque, Postal Order or International Money Order.
    2. You can order both in stock and out of stock items, if you order an out of stock product on an order the lead time stated is an estimate based on the usual time it takes us to receive stock from that supplier, it is dependent on the suppliers stock and delivery and as such the lead time is not a guarantee.
    3. If an order contains both in stock and out of stock product, the in stock products will be dispatched initially and the out of stock will follow once we have received stock. If you order one product line and the full quantity of that product line is not in stock, the whole order will be held until the full quantity will be dispatched to you.
    4. If you order an out of stock item and then we are informed that the supplier has since discontinued the item, we will contact you to inform you of this and let you know if any replacement products are available.
    5. Non-acceptance of an order may be the result of one of the following reasons
      • Our inability to obtain authorisation for your payment.
      • The identification of a pricing or product listing error.
      • Failure to meet the eligibility to order set out in the Terms and Conditions.
    6. Online Order
      1. Shortly after you place an order through the Website, an order confirmation will be sent to you acknowledging the exact details of your order.
      2. Acceptance of an order placed by you online and the completion of the contract between Escentual and Yourself will take place once your order has been dispatched, unless your order has been cancelled in accordance with the order cancellation instructions set out below.
    7. Telephone order
      1. Our Customer Service Team is available Monday to Friday 9.00am-5.30pm. Please call 02920 008844 or 0800 0470163.
      2. A member of our Customer Service Team will be happy to help you place an order, advise you on our range of products or help you with any query you may have in relation to our products or order you have placed.
      3. When placing an order over the telephone, you will be provided an order number as a confirmation of your order. Please note your order is not accepted until it has been dispatched, unless your order has been cancelled in accordance with the order cancellation instructions set out below.
      4. If you have an existing account and would like to earn Pretty Pennies through our loyalty scheme please inform the member of our Customer Service Team before placing your order, points cannot be added retrospectively.
      5. If you require an email confirmation of your order please provide a valid email address when placing your order over the telephone.
      6. Telephone calls may be recorded for security, service monitoring and training purposes.
    8. Postal order
      1. Orders will be confirmed on receipt of the complete payment and an email confirmation will be sent if an email address is provided in the postal order form.
      2. Orders will only be accepted once payment has cleared into our bank account, depending on the method this can take up to 30 days from receipt of the postal order form.
      3. Once the order has been accepted it will be dispatched within 2 working days providing the items ordered are in stock.
    9. When an order is placed using credit/ debit card for payment, we request pre-authorisation for the value of the order from your card issuer to ensure that the funds are available. This remains a pre-authorisation until the products are dispatched when we take payment for the dispatched products. We only settle payment for products that we dispatch and we have found that some card companies may show the initial request and the later charge as two separate entries, please be assured that we only charge your card for the products that we dispatch any “duplicate” charge will only be temporary and will shortly disappear.
  3. Order cancellation and amendments

    1. If you wish to cancel your order please contact our Customer Service Team immediately by telephone - Monday to Friday 9.00am-5.30pm. Please call 02920 008844 or 0800 0470163, or by email: customerservice@escentual.com including URGENT in the subject line along with your order number and cancellation reason.
    2. It may not be possible to cancel your order before dispatch we endeavour to process orders within 30 minutes of confirmation. If your order has already been dispatched please return the parcel to us within 30 days of purchase to the address:
      Escentual Returns
      63-67 Wellfield Road
      Cardiff
      CF24 3PA
      United Kingdom

      Make sure you enclose your order number and reason for return in the parcel. Further details regarding returns are set out in our returns policy in section 4.

    3. In order to change the details of your order, you must notify us within 30 minutes of your order being placed. Please have the order number to hand, after this time we may not be able to amend your order as we endeavour to process orders within 30 minutes of confirmation. Therefore we would request that you return the unwanted products once they have been delivered, please see section 4 for our returns procedure.
    4. If the incorrect details are provided on an order before it is processed we are unable to process any claims for non-delivery of the order.
  4. Returns policy

    1. The Returns Policy is for goods purchased on the Website, via the telephone or by postal order.
    2. Unwanted products may be returned for a refund, please return them in their original condition, unopened and in the original packaging, with all tamper-resistant seals and any cellophane intact.
    3. Unwanted items should be returned with your order number and reason for return to:
      Escentual Returns
      63-67 Wellfield Road
      Cardiff
      CF24 3PA
      United Kingdom
    4. If a product is returned that is not in its original condition, unopened and in the original packaging, with all tamper-resistant seals and any cellophane intact then we will not be able to process a refund or replacement for the item for hygiene reasons and it will be returned to you with the redelivery charge being paid by yourself.
    5. Refunds for unwanted items will not include the cost of delivery or return postage.
    6. Postage and other returns costs are the customer’s responsibility except in the case of damaged, faulty or incorrectly supplied products.
    7. For all returns we strongly recommend that you package items securely and retain your receipt from the Post Office until you have received credit for your return.
    8. We regret that we cannot be held responsible for non-delivery of returned goods.
    9. Refunds will be made back on to the original method of payment.
    10. When returning goods where you have received a discount or special offer, that offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.
    11. We do our best to package items securely, in the unlikely your products arrive damaged, please retain the damaged items as we will require evidence of the damage that has occurred and may require them to be returned. Please contact our Customer Service Team (see section 14) and they will advise our free returns procedure for damaged items.
    12. All orders dispatched from our warehouse are recorded on video and every item on the order is scanned prior to being packaged to prevent errors. In the unlikely event you receive your order with a part missing or an incorrect product please contact our Customer Service Team (see section 14) within 7 days of delivery who will then review the video footage and investigate the error and contact you with a suitable resolution.
    13. If a product you receive has a mechanical fault please contact our Customer Service Team (see section 14) within 30 days of receipt of the order and they will advise our free returns procedure for a replacement to be sent to you.
    14. If a purchased product develops a mechanical fault during normal use within 6 months of purchase please contact our Customer Service Team (see section 14) 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.
    15. We are unable to accept any returns of fragrances that you believe do not smell correctly. If you receive a fragrance that you believe does not smell correctly please contact our Customer Service Team (see section 14) and they may be able to get you in contact with the brand who should be able to resolve the issue directly with you.
    16. We aim to process all returns within 5 days of receipt, if a refund is issued this should then clear back on to the original method of payment within 5 working days.
    17. None of the above terms affect your statutory rights under the Consumer Protection (Distance Selling) Regulations when products are incorrectly supplied or faulty. In the unlikely event this occurs please contact our Customer Service Team (see section 14) and they will advise our free returns procedure.
  5. Payment methods

    1. We currently accept card and Paypal payments for orders in the following currencies:
      • GBP
      • USD
      • EUR- Amex not available in this currency
      • DKK - Amex not available in this currency
      • CNY* - Amex and Paypal not available in this currency

      The currency is selected by the buyer and cannot be amended once an order number has been issued.

      1. 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.
    2. We accept payment by the following credit and debit cards:
      • Visa
      • Mastercard
      • Switch
      • American Express
      • Maestro
      • Solo
      • Delta
      • Discovery – USD only.

      We also accept orders via Paypal through the Website (you can find additional Terms and Conditions for Paypal payments at www.paypal.co.uk - Escentual is not responsible for the content of external Websites). We also accept payment for postal orders via Cheque, Postal Order or International Money Order (please see section 5.5)

    3. If you choose to pay for a product using a payment card with a foreign currency denominated account that is different to the chosen currency, the payment will still be taken in the chosen currency, the amount charged in your currency will be determined by your card issuer at the time of purchase. We take no responsibility for this amount or any other charges your card issuer may apply to the transaction.
    4. We cannot guarantee the security of data you send us by email. As such please do not send us any card details for payment via email.
    5. All cheques, postal orders and international money orders must be in GBP and should be made payable to Escentual, any cheques, postal orders and international money orders not made payable to Escentual will be returned and will not be cashed.
    6. Postal orders with payment via cheques, postal orders and international money orders will only be accepted once payment has cleared into our bank account, depending on the method this can take up to 30 days from receipt of the postal order form.
    7. We do not accept payment via cheques, postal orders and international money orders on orders through the Website or via the telephone.
    8. When an order is placed using credit/ debit card for payment, we request a pre-authorisation for the value of the order from your card issuer to ensure that the funds are available. This remains a pre-authorisation until the products are dispatched when we take payment for the dispatched products.

      We only settle payment for products that we dispatch and we have found that some card companies may show the initial request and the later charge as two separate entries, please be assured that we only charge your card for the products that we dispatch any “duplicate” charge will only be temporary and will shortly disappear.

      If items are out of stock when your order is placed you will be charge for the items as they are dispatched, at the price stated when your order was placed. As such multiple payments may show on your account for one order.

    9. Unless we are negligent or fraudulent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.
    10. Voucher Codes
      1. Only one discount code can be applied per order.
  6. Pricing policy

    1. All prices shown on the Website are in GBP and are inclusive of VAT, where applicable. Prices may change and promotions may be withdrawn or altered at any time.
      1. When the buyer changes the chosen currency on the website, all of the products are still 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.
    2. Although we do our utmost to ensure all prices shown on our Website are accurate, errors may occasionally occur. If we discover an error in the price of a product you have ordered, we will contact you as soon as possible. If we do not receive a response to our contact within 7 days we may consider your order, in respect to the incorrectly priced item as cancelled.
    3. If items are out of stock when your order is placed you will be charge for the products as they are dispatched, at the price stated when your order was placed.
    4. Although we are associated with Central Pharmacy, Perfumery & Clarins Gold Salon. 63-67 Wellfield Road, Cardiff UK CF24 3PA, prices online may be different to those in store and any promotions run online may not be applicable in store.
    5. Although we are associated with Central Pharmacy, Perfumery & Clarins Gold Salon. 63-67 Wellfield Road, Cardiff UK CF24 3PA, prices in store may be different to those in online and any promotions run in store may not be applicable through the Website.
  7. Product listings and stock levels

    1. We take every care to ensure that the product images, description and specification of each product listed on the Website are accurate. However, there are occasions where a products packaging may be updated and a brand has not informed us, in this case please contact our Customer Service Team (see section 14) to inform us of the error so that it can be resolved as soon as possible.
    2. If we notice any errors in our product listing prior do dispatching your order we will do our utmost to contact you. If we do not receive a response to our contact within 7 days we may consider your order, in respect to the incorrectly priced item as cancelled.
    3. Although we do our utmost to ensure all prices shown on our Website are accurate, errors may occasionally occur. If we discover an error in the price of a product you have ordered, we will contact you as soon as possible. If we do not receive a response to our contact within 7 days we may consider your order, in respect to the incorrectly priced item as cancelled.
    4. All stock levels shown on the Website are live from our warehouse, however on rare occasions there may be errors in the warehouse, on these occasions we will contact you to inform you of the issue and any delay that may occur.
    5. You can order both in stock and out of stock items, if you order an out of stock product on an order the lead time stated is an estimate based on the usual time it takes us to receive stock from that supplier, it is dependent on the suppliers stock and delivery and as such the lead time is not a guarantee.
    6. If you order an out of stock item and then we are informed that the supplier has since discontinued the item, we will contact you to inform you of this and let you know if any replacement products are available.
  8. Pretty Pennies loyalty scheme

    1. By redeeming any Pretty Pennies on purchases you agree to and are bound by these terms and conditions.
    2. The Escentual Pretty Pennies Scheme (the “scheme”) and associated benefits are operated by Escentual.
    3. Escentual can withdraw, cancel, or amend the scheme including the Terms and Conditions, or any Customer account, at any time.
    4. The Escentual Pretty Pennies Scheme is only valid on Escentual.com.
    5. If we identify that you have more than one account with Escentual, we may merge them in to one account or cancel all accounts and Pretty Pennies at our discretion.
    6. The Escentual Pretty Pennies Scheme is for personal use only, business use of the scheme is strictly forbidden. We reserve the right to suspend or cancel any points or accounts considered to be for business use at our discretion.
    7. Escentual can take any action it considers to be appropriate if they have reason to believe that the scheme is being abused in any form or fashion.
    8. Pretty Pennies do not have an actual cash value and will never be exchanged for cash.
    9. Pretty Pennies are non-transferable, that is they cannot be transferred to any other account.

    For full terms and conditions of the Escentual Pretty Pennies Loyalty Scheme please see: http://www.escentual.com/help-and-advice/about/loyalty-scheme/

  9. Delivery

    1. We offer UK, Europe and Worldwide delivery, however restrictions do apply.
    2. Any delivery times and dates given are estimates and delays may occur.
    3. For UK orders, due to Royal Mail restrictions, orders containing either; over 2 pressurised containers, over 4 fragrances (or other products containing alcohol) under 150ml, any fragrance (products containing alcohol) over 150ml or 4 nail varnishes will be dispatched using a 2 day courier service.
    4. Due to the contracts we hold with certain brands, there are restrictions on certain products being delivered outside of the UK, these restrictions are listed on the product pages and will show on the basket page during checkout.

    Other restrictions may apply, for full delivery terms and conditions please see: http://www.escentual.com/help-and-advice/customer-services/delivery-info/

  10. Gift wrapping

    1. We offer a free gift wrap service on all orders, however there are certain products, due to the shape and size, where the gift wrap service is not available. If gift wrap is not available on a product it will show on the product page and the option will not be available on the basket page. Occasionally we may not be able to wrap other products if they are a difficult shape or size.
    2. If you choose the gift wrap option it will show as a separate line on your order confirmation.
    3. Only one gift message is available per order.
    4. Depending on the size and shape of the products on your order we may group products together in to a box before gift wrapping.
    5. Depending on the size and shape of the item(s) a gift bag or box may be used to "wrap" the order.
    6. This is a free service and orders may not be able to be gift wrapped if they are large, bulky or contain more than 5 items. In these circumstances we will always contact you to let you know and see if you still require the order without the service.
    7. Only in stock items are eligible be gift wrapped, if there is more than one item on the order and part of the order is out of stock, the out of stock item will not be gift wrap once it comes in.
  11. Escentual.com – The Website

    1. We may change the Website and correct or update information including product details on it, or amend this Terms and Conditions at any time without notice.
    2. Except in relation to the description of products available to order from the Website, we do no guarantee and are not responsible for the accuracy of any information provided on the Website.
    3. You may access and use the Website for your personal, non-commercial use. Provided you retain all copyright and proprietary notices you may:
      1. Retrieve and display the content of the Website on a screen.
      2. Print copies of the content on the Website for your own personal use, as well storing the content in an electronic form.
    4. You may not use the Website or its contents without prior written consent:
      1. For commercial purposes.
      2. For resale purposes including the systematic extraction and/or re-utilisation of any part of the contents of the Website.
      3. To (or attempt to) disrupt or interfere with any network or Website connected to this Website.
      4. To (or attempt to) gain unauthorised access to other computer systems.
      5. For any purpose which is unlawful.
    5. In addition you may not, in relation to this Website, use any:
      1. Data mining, robots or similar data gathering or extraction tools.
      2. Framing techniques to embed or enclose any trademarks, logos, images, text layouts and formats used on the Websites.
      3. Meta tags, meta data or any other “hidden” text which uses our name or trademarks.
    6. We do not guarantee that the Website, any functions of the Website or the server will operate without fault, interruption or delay or will be error-free, free from defects or compatible with any other software or material. The Website is provided “as is” and accessing the Website is entirely at your own risk.
    7. This Website and its content including all text, graphics, logos, button icons, images, data compilations and software used in connection with this Website, is our property or that of our suppliers and is protected by copyright, trademarks, database rights and other intellectual property rights.
  12. Liability

    1. Nothing in these Terms and Conditions (including full delivery terms and conditions and full Escentual Pretty Pennies Loyalty Scheme terms and conditions) shall exclude or limit our liability or the liability of any other person for fraudulent misrepresentation or for death or personal injury resulting from our negligence or that of our employees. Except as set out in these Terms and Conditions and in relation to our contractual obligations to supply goods following acceptance of orders placed on our Website, neither we nor our employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use or misuse of the Website or customer services.
    2. The Website may also include links to other external Websites (Third Party Site(s)). You acknowledge that we will not be responsible for the availability, content or services of such Third Party Sites.
    3. You agree to indemnify us and our employees, immediately on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of these Terms and Conditions (including full delivery terms and conditions and full Escentual Pretty Pennies Loyalty Scheme terms and conditions) by you.
    4. We may terminate your use of the Website immediately if we consider that you have breached these Terms and Conditions (including full delivery terms and conditions and full Escentual Pretty Pennies Loyalty Scheme terms and conditions).
  13. Privacy

    Your privacy is of the utmost importance to us. Any of the personal details you provide will only used by Escentual and our delivery partners to ensure that we delivery an excellent service to you, and to process and deliver your order in the most efficient way.

    Communications by telephone may be recorded for the purposes of monitoring our customer service standards, training and for security purposes.

    1. We may collect and process your information as follows:
      1. Information that you provide by filling in forms on our Website for transactional, employment or any other purposes.
      2. Details of transactions you carry out through our site or when telephoning us and of the fulfillment of your orders.
      3. We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
      4. Details of your visits to our Website and the resources that you access.
    2. How do we use your information?

      Any personal information we collect from you will be used in accordance with the Data Protection Act 1998 and other applicable laws. The details we collect will be used to:

      1. Process your order and communicate with you about the products you have ordered. Your details may be may be passed on to a third party for them to deliver products you have ordered and update you on the delivery status. We may retain your details for a reasonable period of time after you have completed the order to fulfil any contractual obligations such as refunds etc.
      2. Process payments and prevent fraudulent transactions. We may retain your details for these purposes for a reasonable period of time and we may pass your details on to a third party to carry out these functions.
      3. Update and maintain your account with us.
      4. Recommend offers and products that may be of interest of you, where you have agreed to receive such communications.
    3. All information is stored on secure servers and can only be accessed by Escentual employees.
    4. We use cookies to improve your site visit, to personalise your shopping experience and to track your journey for full information regarding the cookies we use please see: http://www.escentual.com/help-and-advice/about/privacy/
  14. Security

    We take appropriate steps to protect your privacy and any sensitive information that is provided to us.

    1. The Website uses software to provide high level SSL encryption technology on the secure pages on the Website.
    2. The Website is fully PCI-Certified. (https://www.pcisecuritystandards.org/security_standards/index.php)
    3. You are responsible for maintaining the confidentiality of your Escentual account and personal information. Where we have provided (or where you have chosen) a password which enables access to your account and certain parts of our Website, you are responsible for the password and its security. We ask you not to share or distribute this password with anyone.
    4. Never send any sensitive information such as passwords or credit card information via email.
    5. Although we use advanced security measures to protect your information from loss, as is the case with all computer networks linked to the internet, we cannot make absolute guarantees over the security of the information you provide over the internet and as such we cannot be held responsible for it.
  15. Jurisdiction

    The Website and Customer Service Team are controlled and operated in the UK. These Terms and Conditions (including full delivery terms and conditions and full Escentual Pretty Pennies Loyalty Scheme terms and conditions) and all matters connected with any order that is placed through the Website or via the telephone are governed by English law and you agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with or arising out of the Website or your use of customer services or any order you place through the Website or through Customer Services.

  16. Customer Service

    Please contact our Customer Service Team in the event of any queries:

    Telephone: 02920 008844

    Fax: 02920 008899

    Lines are open: Monday to Friday 9.00am to 5.30pm. We are closed weekends and on Bank Holidays, any other changes to opening hours will show on our customer service page.

    Email: customerservice@escentual.com

  17. Competitions


    General Competition Terms and Conditions

    The following Terms and Conditions apply to competitions and prize draws unless otherwise stated:

    1. Prize draws and competitions are not open to employees (or their immediate families) of Escentual or anyone connect with the competition or prize draw in question.
    2. Only one entry per person.
    3. Prizes are non-transferable and cannot be re-sold or exchanged for cash.
    4. In respect to the prize draws, the winner(s) will be drawn at random from all valid entries received before the closing date.
    5. The winner(s) agree to have their name(s) published as winner(s) and to take part in any publicity arranged by or on behalf of Escentual in connection with the applicable prize draw or competition.
    6. If the selected winner does not respond to our contact within 7 days the prize will considered to be forfeited and then the prize will be redrawn from the remaining entries.
    7. To request the name and county of the winner(s) please send a stamped self addressed envelope to Marketing Department, Escentual, 63-67 Wellfield Road, Cardiff CF24 3PA.
    8. The prize draws and competitions are governed by English law and are subject to the exclusive jurisdiction of the English Courts.
    9. By entering a prize draw or competition, each entrant agrees to be bound by these Terms and Conditions.
  18. Our Details

    Escentual is a trading name of Central Pharmacy, Perfumery and Clarins Gold Salon and operates from registered pharmacy premises at:

    Central Pharmacy
    63-67 Wellfield Road
    Cardiff
    Wales
    UK
    CF24 3PA
    United Kingdom
    Registration Details

    Registration information on our Pharmacists and the Pharmacy can be obtained by clicking the on following link:

    Central Pharmacy: Royal Pharmaceutical Society of Great Britain (RPSGB) GPhC Pharmacy Premises Registration Number 1043751 (http://www.pharmacyregulation.org/registers/pharmacy/registrationnumber/1043751)


    What is this?

    Registered office details
    RK Aggarwal LTD t/a Escentual
    Registered in United Kingdom: 02031097
    Registered Office:
    Churchgate House,
    Church Road,
    Whitchurch,
    Cardiff,
    CF14 2DX.

    UK VAT Number: 433288155

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