FAQ

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 orders for same-day dispatch 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.

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.

If you prefer not to give out your details online, we can also take orders via the phone - call +44(0)800 0470163 or +44(0)2920 008844.

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 several 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.

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 returing 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 02920 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 02920 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 missing 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 02920 008844.

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 02920 008844.

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

If upon tracking your order it shows that the item has been delivered but you have not received your order 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 recieved.

If this occurs we will contact Royal Mail who will raise an investigation for the parcel including interviewing the driver, this process normally takes 48hrs, 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 02920 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 02920 008844.

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.

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