#AskEscentual: Your Customer Service Questions Answered
At Escentual, we strive to exceed expectations with our customer service by offering speedy delivery times, fantastic communication across all channels, and an enjoyable shopping experience. Our values of quality, service and satisfaction – originate from our CEO, Rakesh’s Grandfather and remain true to our business all these years later. Customer service is integral to our business, so we’ve created this ‘Ask Escentual’ series to answer your most commonly asked questions.
Contacting Escentual:
There are several ways to contact our customer service advisors, including telephone, email or post. You can fill out our ‘Contact Us’ form here, and we will get back to you as soon as possible. If you’re enquiring about an order, please provide your order number.
Like a chat? Call us +44 (0) 2920 008 844
Prefer to type? Email us customerservice@escentual.com
Looking for a good read? Go to our FAQs for order inquiries or our blog for product recommendations.
What can our customer service team help you with?
If you have any questions about products, orders, your account or the Escentual business, our customer advisers Nikki and Pat are happy to help. Equally, if you have any feedback, good or bad, we always love to receive your ideas and suggestions.
Suppose you’re looking for a product recommendation or gift recommendation. In that case, our communications team are always on hand via any of our social media accounts, including Instagram, Facebook, Tiktok, Twitter or Youtube. You can sign up for our PR database here if you’re a content creator or journalist.
Our customer service team are available Monday to Friday between 8:30 am to 5:00 pm and 11:00 am to 7:00 pm on Sundays.
What is the Escentual phone number?
Our phone number is +44 (0) 2920 008 844
Shipping:
What countries does Escentual ship to?
Although we are based in Wales, UK, we deliver to many places, including Europe, North America, the UK, and other selected international destinations. Customs or import duties are charged once your parcel reaches your destination country. We’d advise contacting your local customs office for their current charges before ordering so you’re not surprised by unexpected charges.
Top tip: If you cannot see your country listed on the basket page, we’re sorry to say we cannot deliver to it now.
Countries listed as of 2023 (subject to change):
A
Aland Island, Albania, American Samoa, Andorra, Angola, Anguilla, Antarctica, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria and Azerbaijan.
B
Bahamas, Bahrain, Bangladesh, Belgium, Belize, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, British Virgin Islands, Bulgaria, Burkin Faso and Burundi.
C
Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos Islands, Colombia, Comoros, Congo – Brazzaville, Congo – Kinshasa, Cook Islands, Costa Rica, Cote d’Ivoire, Croatia, Cyprus and the Czech Republic.
D
Denmark, Djibouti, Dominica and the Dominican Republic
E
Egypt, El Salvador, Eritrea, Estonia and Ethiopia
F
Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia and French Southern Territories.
G
Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea and Guyana.
H
Haiti, Heard Island and McDonald Islands, Hong Kong SAR China and Hungary.
I
Iceland, India, Indonesia, Ireland, Isle of Man, Israel and Italy.
J
Jamaica, Japan, Jersey and Jordan.
K
Kazakhstan, Kenya, Kiribati, Kuwait and Kyrgyzstan.
L
Laos, Latvia, Lebanon, Lesotho, Liechtenstein, Lithuania and Luxembourg.
M
Macau SAR China, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Morocco, Mozambique and Myanmar (Burma).
N
Nambia, Naura, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, North Korea and Norway.
O
Oman.
P
Pakistan, Palau, Palestine Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn Islands, Poland, Portugal and Puerto Rico.
Q
Qatar.
S
Saint Barthelemy, Saint Helena, Saint Kitts and Nevis, Saint Lucia, Saint Martin, Satin Pierre and Miquelon, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierre Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia and the South Sandwich Islands, South Korea, Spain, Sri Lanka, Suriname, Svalbard and Jan Mayen, Swaziland, Sweden and Switzerland.
T
Tanzania, Thailand, Timor-Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkey, Tuvalu, Turks and Caicos Islands.
U
Uganda, United Arab Emirates, United Kingdom, United States, Uruguay, U.S. Minor Outlying Islands, U.S Virgin Islands and Uzbekistan.
V
Vanuatu, Vatican City, Venezuela and Vietnam.
W
Western Sahara, Wallis and Futuna
Z
Zambia and Zimbabwe
Due to recent international restrictions on shipments from the United Kingdom, we cannot ship fragrances, pressurised containers or nail varnishes outside the UK. Due to the contractual agreements with our brands, we are restricted from selling some goods outside of the UK; if you add any of these brands to your basket, our website will alert you.
How is my Escentual order packaged?
All Escentual orders are packed with FSC-certified paper packaging that’s recyclable; we no longer use bubble wrap in any of our orders. We use envelopes for small to medium-sized orders and recyclable cardboard boxes for larger orders.
If you’re buying your family or friends a present, you’ll be pleased to hear some of our products are eligible for free gift wrapping. If one of your products is eligible, you can select ‘yes’ to gift wrapping in your basket. Once selected, we will hand wrap the product with black paper and tie it with our signature ‘Escentual’ ribbon – we love to offer this special touch for your special someone.
Your Escentual Order:
How can I amend or cancel my Escentual order?
We process your orders quickly to ensure they’re with you as soon as possible. You can cancel your order within 15 mins of placing it by clicking My Account > Recent Orders > Cancel Order Button. If it has been longer than 15 minutes, the button will not appear, and you will need to reach out to our customer advisors at customerservice@escentual.com. However, due to the speed of our service, it’s not always possible to cancel.
Unfortunately, we are unable to amend orders at Escentual. We recommend cancelling your order within 15 minutes and placing it again.
Where is my Escentual order?
Once your order has left our warehouse, you will receive a confirmation email with the header ‘Your order (your order number) has been shipped’. This email will specify the ‘Delivery Method’, the courier your order has been shipped with and a tracking link that will take you to the courier’s site. To track your order, follow the link in the email provided.
How to return products to Escentual?
If you wish to return any items, please get in touch with our customer advisers. Nikki or Pat will be able to advise you of the exact procedure depending on the circumstances of your order. To give a refund or exchange, the items must be in the same condition you received them. This is due to the personal nature of our products; we cannot replace or refund unwanted items if they have been opened or any seals have been broken.
When we receive a return, we thoroughly check the condition of each item. If you’re returning an item due to damage or a fault, we ensure your feedback is returned to the brand.
If you have any questions that haven’t been answered, please don’t hesitate to reach out to us at customerservice@escentual.com
Discover More:
The Sustainability Series – Escentual’s Sustainable Processes
