Customer Help
Looking for help? We're ready to assist you.
よくある質問
Order
How can I check my order?
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- To check your order status, please find the confirmation email we sent. If it's not in your inbox, kindly check your spam folder.
- Alternatively, you can log into your account and visit 'My Account' > 'Orders' for detailed information.
- If you need any assistance or have questions, feel free to reach out to our customer support. We're here to help.
- Alternatively, you can log into your account and visit 'My Account' > 'Orders' for detailed information.
- If you need any assistance or have questions, feel free to reach out to our customer support. We're here to help.
Can I cancel or change my order?
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- Unfortunately, once an order is placed, we are unable to alter or cancel it. Once processed by our fulfillment team, changes or cancellations are not possible.
- If you no longer want the product, you can initiate a return following our return policy.
- For any further assistance, please feel free to contact us at essenciel.us@gmail.com. Thank you for your understanding.
- If you no longer want the product, you can initiate a return following our return policy.
- For any further assistance, please feel free to contact us at essenciel.us@gmail.com. Thank you for your understanding.
How do I apply my promotion code?
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- To redeem a promotion/discount code, enter your code on the shopping cart or checkout page.
- Please note that promotions cannot be combined with any other ongoing offer/promotion/discount, and you may only redeem one offer per order.
- Additionally, free gifts may change due to inventory issues or shortages, and Essenciel reserves the right to make alterations without prior notice
- Please note that promotions cannot be combined with any other ongoing offer/promotion/discount, and you may only redeem one offer per order.
- Additionally, free gifts may change due to inventory issues or shortages, and Essenciel reserves the right to make alterations without prior notice
What currency do you charge in?
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- You will pay in USD, but the invoice will be confirmed in the local currency.
- When paying by credit card, please ensure that your name and billing address match the information on file with the card issuer.
- When paying by credit card, please ensure that your name and billing address match the information on file with the card issuer.
What kind of payment do you currently accept?
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- We accept a variety of payment methods, including major credit and debit cards, PayPal, and other options available through Shopify Payments for your convenience.
Product
Is there a way to check if a product is authentic or counterfeit?
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- To ensure customer safety, we are committed to preventing counterfeit products or unauthorized sales.
- You can check your product’s authenticity on our verification page by entering the batch number and expiration date on the packaging. For further inquiries, contact us at essenciel.us@gmail.com
- You can check your product’s authenticity on our verification page by entering the batch number and expiration date on the packaging. For further inquiries, contact us at essenciel.us@gmail.com
What is the expiry date of your products?
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- All products will have an expiry date noted on the packaging.
- For most products, the shelf life is three years when unopened and stored at room temperature.
- We recommend using the product within 12 months of opening, as indicated by the 'open jar' symbol, except for some specific products.
- For most products, the shelf life is three years when unopened and stored at room temperature.
- We recommend using the product within 12 months of opening, as indicated by the 'open jar' symbol, except for some specific products.
How do I store your products?
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- To ensure that your products remain in optimal condition, we recommend storing them in a cool and dry area away from direct heat or sunlight.
Shipping, Returns & Exchanges
I've received a wrong or defective item.
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- We do our best to ensure orders are packaged correctly, but occasionally mistakes may occur during picking or problems may arise during delivery.
- Any incorrect or defective orders should be brought to our attention upon receipt.
- We may request additional photos of the damaged items, so please refrain from disposing of them until you have connected with our team.
- Any incorrect or defective orders should be brought to our attention upon receipt.
- We may request additional photos of the damaged items, so please refrain from disposing of them until you have connected with our team.
I didn't receive my package.
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- Have you checked your tracking information? Please ensure to check your surrounding area and with your neighbors.
- If you're unable to locate your package, please contact us so that we can initiate an investigation with the courier regarding your missing parcel.
- If you're unable to locate your package, please contact us so that we can initiate an investigation with the courier regarding your missing parcel.
Why isn't the tracking of my package updated?
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- Once an order has left our distribution center, please be aware that it may take a few business days for certain shipping operators to update additional tracking details on their website.
- For further questions, contact us at essenciel.us@gmail.com
- For further questions, contact us at essenciel.us@gmail.com
How long will it take for my order to arrive?
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- We use various couriers depending on the destination, and as a result, shipping times may vary.
- Please note that the following shipping timelines are estimates and not guaranteed.
- While we work diligently to meet all delivery estimates, there may be occasional delays due to factors such as parcel delays, logistics, bad weather, or circumstances beyond our control.
- If you have not received your order within the expected timeframe, please contact us, and we will investigate for you.
- Please note that the following shipping timelines are estimates and not guaranteed.
- While we work diligently to meet all delivery estimates, there may be occasional delays due to factors such as parcel delays, logistics, bad weather, or circumstances beyond our control.
- If you have not received your order within the expected timeframe, please contact us, and we will investigate for you.
How much is shipping fee?
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- Shipping costs may vary based on the weight and distance. You can check the estimated shipping cost on the shopping cart page before proceeding to checkout.
- In an effort to save you on shipping expenses, ESSENCIEL receives proposals from delivery partners every week and selects the best courier for your order.
- In an effort to save you on shipping expenses, ESSENCIEL receives proposals from delivery partners every week and selects the best courier for your order.
What is return policy?
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- ESSENCIEL can only accept returns for items purchased through www.essenciel.us. If you bought our products from a third-party retailer, please contact the retailer or store directly.
- We are happy to accept returns for any reason. Please return the items in their original packaging, unopened and unused, within 30 days of the delivery date.
- A refund will be issued to your original method of payment. Kindly note that original shipping charges are not refunded, and certain sale products may not be eligible for a refund, as specified in advance.
- All returns will incur a restocking fee (10% of the purchase amount), deducted from the refunded amount.
- Before shipping a return, please contact us at essenciel.us@gmail.com
- We are happy to accept returns for any reason. Please return the items in their original packaging, unopened and unused, within 30 days of the delivery date.
- A refund will be issued to your original method of payment. Kindly note that original shipping charges are not refunded, and certain sale products may not be eligible for a refund, as specified in advance.
- All returns will incur a restocking fee (10% of the purchase amount), deducted from the refunded amount.
- Before shipping a return, please contact us at essenciel.us@gmail.com