Frequently Asked Questions

• I cannot find what I am looking for
• Can I cancel my order?
• What payment methods do you accept?
• Is Escentual.com secure?
• When do you take payment for my order?
• How do I return an item?
• I have received a faulty item.
• I have received an incorrect item.
• Part of my order is missing.
• The item I have ordered is not currently in stock how long will it take to be dispatched?
• What do I do if I have not received my order?
• What courier companies do you use?
• Do you ship to P.O box addresses?
• Do you deliver to my country?
• Do I have to pay customs and import charges?

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 making sure that the name is spelt correctly. If you still cannot find the item it may be that we do not stock it.

Can I cancel my order?

Yes of course, however we do try to process orders for the same day dispatch so you will need to be quick about it. If you are too late, and your order has already been dispatched you can of course return it to us for a refund.

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 wish to pay by cheque, international money order, postal orders or by any other means please click the 'pay by post' button on the basket page which will allow you to print out an order form with the contents of your basket for easier postal ordering.

If you prefer not to give out your details online, orders are also accepted via Telephone on 02920 008844.

Is Escentual.com secure?

Escentual.co.uk is hosted on a dedicated server in a secure datacentre with a security infrastructure consisting of up to 256-bit AES (or 128-bit TLS using internet explorer) encryption of any personal data about our customers.

A firewall is in place between our server and the internet, with HTTP Ports 80 and 443 being the only public access into our system.

Additionally, our content and database servers are protected behind a high security configuration. This means there is no way to directly connect to our servers by IP address even if it were possible to breach the firewall security protocols.

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.

How do I return an item?

You can return any unopened items within 7 days of delivery for a full refund of the product price. The refund will not include the cost of delivery or return postage. To cancel your order simply return the item as delivered to us at Escentual.co.uk, 63-67 Wellfield Road, Cardiff CF24 3PA within 7 days of delivery. Enclose a note of your order and a cover note requesting a refund.

I have received a faulty item.

If you have received a faulty item please contact our customer services team via email sales@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.

If you have received an incorrect item please contact our customer services team via email sales@escentual.com or by phoning them on 02920 008844, and they will inform you of the returns procedure for incorrect items. When contacting them please make sure you have the following information ready:

• Your Order Number
• Product Code/Product Name
• Details of the incorrect item

Part of my order is missing.

If you have received your order and part of the order is missing, it may be that only part of the order was in stock and the remaining item(s) are 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 sales@escentual.com or by phoning them on 02920 008844 and inform them of the problem

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 basket 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. You can contact them via email info@escentual.com or by phoning them on (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.

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. You can see a full list of countries here.

We are sorry but if your country is not on the list, we cannot deliver to it at the moment.

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 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.