I have received a faulty or damaged item - what should I do?
If you have received a faulty item please contact their customer services team via email firstname.lastname@example.org 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 not received my order, where is it?
If the expected delivery time from the date of dispatch of your order has passed, contact their services team who will inform you of the process to start the investigation into the whereabouts of your order. Using their specified delivery date service if it is over 7 days from the stated date they may not be able to process your claim
Can Escentual gift wrap my order for me?
Entirely free, Escentual can gift wrap your order in delightful wrapping paper and ribbon, and can even add a personalised message on a gift tag.
What payment methods do Escentual accept?
Escentual accepts payment through PayPal, Visa, MasterCard, Maestro, Solo, Switch, American Express, Delta and Discovery.
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 they use Royal Mail and DPD. For international deliveries, it will depend on the chosen country and delivery method.