Help & Advice

Money-Back Guarantee

Your Money-Back Guarantee - Our Escentual Promise

Get guaranteed results on selected products and brands or we will give you your money back.

*We reserve the right to amend, remove, forfeit, these terms at any time.

For instances where your order is unwanted and unopened, please contact our customer service team: customerservice@escentual.com.

Escentual Clarins Double Serum Money-Back Guarantee

Our Escentual Promise can only be redeemed once by any customer and can only be redeemed within 30 days of receiving your order. Please contact customer services at escentualpromise@escentual.com with your order number (example 70xxxxxxx) within 30 days of purchase if you’re not satisfied for any reason. The unwanted product will need to be returned at your cost and your refund will be issued within 7 days of receipt of the return.

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Vella Pleasure Serum Money-Back Guarantee

Starts: from launch
Ends: 31st December 2023

*Our 'Escentual Promise' can only be redeemed once by any customer and only be redeemed after using the product following the correct usage directions.

How to use: apply three pumps, 15-25 minutes before sex or solo play to your inner labia and clitoris and external area outside the vagina.

Don't hesitate to contact escentualpromise@escentual.com with your order number (example 70xxxxxxx) within one week of purchase if unsatisfied. After the first day of contact, our customer service team will issue your refund within seven days.

We will only issue a refund if:

You didn't experience a better orgasm using the Vella Pleasure Serum.
You have purchased the Vella Women's Pleasure Serum Jar 24ml, Vella Women's Pleasure Serum Single Use Sachet 1.5ml, Vella Women's Pleasure Serum Single Use Sachets 5 x 1.5ml on the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.
You haven't claimed a Money-Back Guarantee for Vella Women's Pleasure Serum Jar 24ml, Vella Women's Pleasure Serum Single Use Sachet 1.5ml, Vella Women's Pleasure Serum Single Use Sachets 5 x 1.5ml.
You purchased a product between January 2023 and 31st December 2023.

We are unable to issue a refund if:

You have opened your Vella Women's Pleasure Serum and are unsatisfied with the texture.
You haven't followed the recommended dosage of serum stated on our website.
You haven't used the product correctly.
You contact us after one week after your order is delivered.
You've previously redeemed a refund via Escentual Promise for Vella Women's Pleasure Serum Jar 24ml, Vella Women's Pleasure Serum Single Use Sachet 1.5ml, Vella Women's Pleasure Serum Single Use Sachets 5 x 1.5ml.
You bought the product after 31st August 2023.

Escentual Estee Lauder Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Aramis Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Vida Glow Money-Back Guarantee

Our ‘Escentual Promise’ can only be redeemed once by any customer and can only be redeemed after 8-weeks of using the product.

Please contact customer services at escentualpromise@escentual.com with your order number (example 70xxxxxxx) within 10 weeks of purchase if you’re not satisfied. After the first day of contact, your refund will be issued within 7 days.

We will only issue a refund if:

You’re not satisfied with the results after 8 weeks of consistent daily Natural Marine Collagen supplementation.
You have purchased the Vida Glow Daily Essentials Natural Marine Collagen Sachets 90 x 3g Original Bundle via the Escentual website.
For instances where your order is unwanted and unopened please contact our customer service team: customerservice@escentual.com

We are unable to issue a refund if:

You have opened your Vida Glow Daily Essentials Natural Marine Collagen Sachets 90 x 3g Original Bundle and are unsatisfied with the taste or smell.
You haven't followed the recommended dosage of collagen for your age group stated on our website.
You haven't used the product consistently for the full 8-week trial.
You’ve contacted us after 10 weeks of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the Vida Glow Daily Essentials Natural Marine Collagen Sachets 90 x 3g Original Bundle.

Escentual bumble and Bumble Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Darphin Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Lab Series Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Parfums de Marly Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Initio Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Tom Ford Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Proto-col Money-Back Guarantee

Our Escentual Promise can only be redeemed once by any customer and can only be redeemed after 30 days of using the product. Please contact customer services at escentualpromise@escentual.com with your order number (example 70xxxxxxx) within 45 days of purchase if you’re not satisfied. After the first day of contact, your refund will be issued within 7 days.

We will only issue a refund if:

You’re not satisfied after 30 days of consistent daily Proto-col Collagen supplementation.
You have purchased any of the following products via the Escentual website:

Proto-col Complete Collagen Citrus Flavour 30 Day Kit
Proto-col Collagen Cordial Red Berry Flavour 450ml
Proto-col Pure Collagen Food Supplements 120 Capsules
Proto-col Collagen Shot Red Berry Flavour 30 Day Kit 30 x 50ml

For instances where your order is unwanted and unopened please contact our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You have opened your Proto-col Collagen Supplements and are unsatisfied with the taste or smell.
You haven't used the product consistently for the full 30-day trial.
You’ve contacted us after 45 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for any of the following:

Escentual Aveda Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.

For instances where your order is unwanted and unopened please contact our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or different size variation).