Shipping and returns
UK 2-4 days service: Monday to Friday excluding weekends: FREE delivery
EU and EEA 3-5 days service: FREE with orders over £100
Rest of World 5-7 days service: Shipping charged at £14
*Please note. If you are shipping to Russia, Eselle is only responsible for your parcel while the tracking shows it remains in the UK. Once your parcel departs the UK all risk transfers to you, the receiver.
RETURNS FROM ORDERS WITH A UK DELIVERY ADDRESS
We hope you will be completely delighted with your order. However, if for any reason you are not, we are happy to offer a refund, exchange or replacement as long as you return it to us within 28 working days, unopened, unused and in its original condition. We reserve the right to refuse an exchange or refund if items are non-saleable.
RETURNS FROM THE UK – RETURN PRODUCTS BY TRACKABLE COURIER OR ROYAL MAIL RECORDED DELIVERY
Items returned by post can take up to 14 working days to process. For refunds we will reimburse you using your original payment method. You need to complete the Returns Form included with your Invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services please give a reason why the products are not suitable and whether you require an exchange or refund. Please always include a convenient telephone number and your email address in case we need to contact you regarding your return.
If you no longer have your Returns Form, please include a covering letter with your name, address, Order Number, a convenient telephone number and your emails address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund. Please ensure your parcel is sent by Royal Mail Recorded Delivery or trackable international courier. We strongly recommend that you obtain a postage receipt from the Post Office with your tracking number. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Make sure your items are securely wrapped and send your return to:
Eselle Returns
3 Blackwater View
Finchampstead
Berkshire
RG40 3TF
UK
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your parcel back you have not been contacted by us, please kindly contact us at eselle.skincare@gmail.com in order for us to further investigate.
FAQ
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then we will replace the product free of charge. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for recorded delivery postage on the item.
Can I cancel an online or mail order?
You have the legal right to cancel your order within 14 working days from receipt. Just send us a notice of cancellation by email to eselle.skincare@gmail.com and return the items to us in their original, unopened and unused condition. Where items are delivered to a third party you can also exercise this right, as long as you are able to return them to us in their original, unopened and unused condition.
We hope you will be completely delighted with your order. However, if for any reason you are not, we are happy to offer an exchange or replacement as long as you return it to us within 14 working days, unopened, unused and in its original condition. We will also accept returns and refund you but this is subject to a $25 re-stocking charge. Please note that if you refuse delivery when the courier delivers your parcel you will be liable for the re-stocking charge. We reserve the right to refuse an exchange or refund if items are non-saleable.
Items returned can take up to 14 working days to process. For refunds we will reimburse you using your original payment method. You need to complete the Returns Form included with your Invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services please give a reason why the products are not suitable and whether you require an exchange or refund. Please always include a convenient telephone number and your email address in case we need to contact you regarding your return.
If you no longer have your Returns Form, please include a covering letter with your name, address, Order Number, a convenient telephone number and your emails address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund. Please ensure your parcel is sent by trackable international courier. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Make sure your items are securely wrapped and send your return to:
Eselle Returns
3 Blackwater View
Finchampstead
Berkshire
RG40 3TF
UK
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your parcel back you have not been contacted by us, please kindly contact us at eselle.skincare@gmail.com in order for us to further investigate.
RETURNS FROM ORDERS SHIPPED TO THE EU
We hope you will be completely delighted with your order. However, if for any reason you are not, we are happy to offer an exchange or replacement as long as you return it to us within 14 working days, unopened, unused and in its original condition. We will also accept returns and refund you but the shipping cost is non-refundable. Please note that if you refuse delivery when the courier delivers your parcel we will still charge you for shipping. We reserve the right to refuse an exchange or refund if items are non-saleable.
Items returned can take up to 14 working days to process. For refunds we will reimburse you using your original payment method. You need to complete the Returns Form included with your Invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services please give a reason why the products are not suitable and whether you require an exchange or refund. Please always include a convenient telephone number and your email address in case we need to contact you regarding your return. If you no longer have your Returns Form, please include a covering letter with your name, address, Order Number, a convenient telephone number and your emails address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund. Please ensure your parcel is sent by trackable international courier. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Make sure your items are securely wrapped and send your return to:
Eselle Returns
3 Blackwater View
Finchampstead
Berkshire
RG40 3TF
UK
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your parcel back you have not been contacted by us, please kindly contact us at eselle.skincare@gmail.com in order for us to further investigate.
RETURNS FROM ORDERS SHIPPED TO THE REST OF WORLD
We hope you will be completely delighted with your order. However, if for any reason you are not, we are happy to offer an exchange or replacement as long as you return it to us within 14 working days, unopened, unused and in its original condition. We will also accept returns and refund you but the shipping cost is non-refundable. Please note that if you refuse delivery when the courier delivers your parcel we will still charge you for shipping. We reserve the right to refuse an exchange or refund if items are non-saleable.
Items returned can take up to 14 working days to process. For refunds we will reimburse you using your original payment method. You need to complete the Returns Form included with your Invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services please give a reason why the products are not suitable and whether you require an exchange or refund. Please always include a convenient telephone number and your email address in case we need to contact you regarding your return.
If you no longer have your Returns Form, please include a covering letter with your name, address, Order Number, a convenient telephone number and your emails address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund. Please ensure your parcel is sent by trackable international courier. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Make sure your items are securely wrapped and send your return to:
Eselle Returns
3 Blackwater View
Finchampstead
Berkshire
RG40 3TF
UK
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your parcel back you have not been contacted by us, please kindly contact us at eselle.skincare@gmail.com in order for us to further investigate.
IMPORTANT NOTICE REGARDING SHIPPING TO REST OF WORLD (DOES NOT APPLY TO USA OR EU)
Please note that the you, the customer are responsible for all taxes, duties and processing costs. We can only offer refunds if the goods are returned to us. So if you decide not to pay any taxes and duties that are due – and this means the courier cannot deliver your parcel to you – we are not able to refund or cancel your order. The courier service will not return goods to us if you do not pay your duties and taxes. So we will not be able to refund you.