FREQUENTLY ASKED QUESTIONS

Orders and Payment

How can I make a purchase?

Shopping at escentials.com is easy;

  1. Login to escentials.com.
  2. To add items in your cart, click on “Add to Cart” for the item you wish to purchase.
  3. To review the items in your cart, click on the "Cart" link, located at the top right of the page.
  4. If you have an applicable Discount Code, click on "Apply Discount Code" at checkout, enter it and click on "Apply Discount". The total price will be updated with the discount.
  5. Review your order at the Cart Page. Once you are ready to place the order, click on "Secure Checkout".
  6. Fill in all necessary details for your shipping details. Click on "Proceed To Purchase" and choose your preferred payment method.
  7. Please review your orders again and total amount before completing the payment.
  8. You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email.

How can I order without an account on escentials.com?

You would still be able to purchase an item without registering an account on escentials.com. However, you would not be able to track your items; review past purchases; add sold out items to your wish list and share your wishlist with a friend - or two.

How long does it take to confirm my order? Will I receive any order confirmation?

Orders are confirmed once payment has been completed. Please check your inbox for an Order Confirmation email.

Can I call escentials to place an order?

Unfortunately for security purpose, our Customer Service representatives cannot place the order over the phone for you. Placing an order on escentials.com is easy, and we can guide you through the process. If you need assistance, please email us at customercare@escentials.com.

Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed, you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at customercare@escentials.com and do not re-create your order to prevent duplication.

Why does my payment not go through?

  • Pop Up Blocker: Please ensure that the settings for POP-UP BLOCKER for browser is set to OFF. Otherwise, the relevant transaction pages from the banks cannot be displayed and your transaction will not be processed.
  • Card Details Entered Incorrectly: Please try again and enter your details exactly as they appear on your card.
  • Session Time Out: Please refresh the page and try again. Do note that the payment will not go through and no amount will be deducted.
  • If the problem still occurs, please email us at customercare@escentials.com.

Can I revise my order after it has been confirmed and paid for?

We want to deliver your purchases on time, therefore we are unable to amend any orders as we process orders immediately when payment is confirmed. Any changes to your order may cause delay in the delivery of your parcel.

How can I remove an item in my shopping cart?

To remove an item in your shopping cart, you can click on the cart icon on top of the escentials.com webpage, to go to your shopping cart. Click on the "Trash" icon. Your cart will be updated and that item will be removed.

How do I search for a product that I want to purchase on escentials.com?

You can search for a product on escentials.com using the search engine tool located on the top right of the page and type in your keywords. You may also search your items by using the category navigation tool.

Can I buy products directly from your warehouse?

All purchases through escentials.com will need to be made online.

Can I cancel my order?

Unfortunately, we are unable to cancel orders once it has been marked as “Processing”. To check the status of your order, please login to your account at escentials.com, click on “My Account” at the top right hand corner of the page, click on “My Orders” on the left hand side of the page, and view your most current order.

I am facing problems ordering through my mobile device.

escentials.com is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto www.escentials.com. If you continue to face problems, please send a screenshot of the error to customercare@escentials.com and we will assist you as soon as possible.

Why does my Order Status show “Payment Pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed, you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at customercare@escentials.com and do not re-create your order to prevent duplication.

What and where is my order confirmation number?

The order confirmation number can be retrieved in your confirmation email when you view your “Order Status” under “My Account”.

What kind of payment method may I use at escentials.com?

We currently only accept Visa and MasterCard.

Vouchers, Coupons & Promotions

How can I use my Gift Card?
Gift Cards can only be used during checkout:

1. At Payment step, you will find an "Apply Gift Card" line just below the Credit Card payment form.

2. Enter your unique Gift Card code and click on “Apply”.

3. A corresponding deduction will be applied to your total amount.

4. If the order value is less than the Gift Card amount, the remaining value on the Gift Card code can be used again until the balance is zero.

5. All remaining balances that exceed the value of the Gift Card must be paid by credit or debit card.

Do I need an escentials account to use my Gift Card?
Yes. You may be required to to log in to your escentials account in order to use Gift Cards. To register for an account, kindly follow these three easy steps:

1. Go to escentials.com and click on Register at the top right corner of the page.

2. Fill in the details.

3. Click "Submit".

You will receive an email notifying your successful registration.

Can I use different vouchers at the same time?
You can only use one Gift Card code/Promotion Code per transaction.

What happens if my Gift Card expires?
That expired Gift Card code will no longer be valid.

I am having issues using the Gift Card/Promotion Code.

Please check whether:

  • The Gift Card/Promotion code has expired.
  • The Gift Card/Promotion code is for one time use only.
  • Each order has only one code that is being utilised.

Do you offer e-Gift Cards?
Electronic Gift Cards are unavailable at the moment.

Out of Stock/ Wishlist

What should I do when items in my cart are Out Of Stock?
We know how annoying it is when your favourite items are out of stock. Items that are out of stock will be reflected on the website as "Out Of Stock". In order to know when the product is back in stock, we suggest clicking “Add to Wishlist” or the "Heart" icon located on the specific product page. You will then receive an automated email as soon as the item is available.

Returns & Refunds

What do I do if I receive a faulty item or have a problem with an item ordered?
Please contact us immediately at customercare@escentials.com with your order number, details and an image of the faulty item(s) received. Please do not discard the items as we will need them returned back to us.

What should I do if I am experiencing an allergic reaction?
At escentials.com, we take pride in curating the products we carry. The ingredients of the product are listed on the page (if stated) to help you spot any reactions you may experience with certain ingredients. Different skin types and conditions may react differently to a product, so it is best to identify and comprehend the way your skin reacts. If you have experienced an allergic reaction, please send a detailed description of what transpired and accompanying pictures to customercare@escentials.com. We will escalate the matter to the brand and help you find a fitting solution. Please note that issues must be reported within seven (7) days of receipt of item(s). In certain cases, a Medical Certificate (MC) may be requested to identify if it is the product that caused a skin reaction.

What happens if I am unhappy with the product I purchase or I changed my mind? 

Should you wish to return an item that you’ve purchased, please email us at customercare@escentials.com before shipping the item(s) back to us. A Store Credit will be issued to your account once we have received the item(s) and inspected them. Please be advised that the items must meet the following conditions before a store credit will be issued: Item must be in its original condition, packaging must be unopened, unused, unmarked and not defaced in any manner. Items purchased as part of a set or a multi-item pack must be returned as a whole set. Gifts with Purchase and Samples must also be returned if it is included in the purchase.

Items purchased on sale and discounts are non-exchangeable and non-returnable. Please also note that shipping cost will not be refunded by escentials and refund will only be via Store Credit.

We reserve the rights to reject any exchange or returns that do not fulfill any of the above stated requirements. We will not bear any charges incurred by customers during the process of exchange, returns or refund of merchandise.

Can I return items purchased online at an escentials store in Singapore?
Yes you can. But before you do, please send us an e-mail at customercare@escentials.com detailing your reason behind your returns. We will not accept any returns should we fail to receive your email. Returns can only be done at escentials at Paragon.

Shipping & Delivery

What are my delivery options and how much is shipping?

We offer 3 delivery options:

  • Delivery that takes one to three working days.
  • Next day delivery with an any time option.
  • Next day delivery with time slots options.

For free shipping, it is only for next day delivery with time options. We do not deliver on Sundays and Public Holidays. Shipping may take longer during sale periods, holidays and extreme weather conditions.

 

Can I choose a time slot?

You may choose a time slot if you choose Standard+ with Time Slots or Next Day Shipping at the checkout page.

  • 9:00 12:00
  • 12:00-15:00
  • 15:00-18:00
  • 18:00-22:00

I entered the wrong address, what should I do?

Unfortunately, the delivery address cannot be amended once the order has been processed. In the event that the wrong address is indicated in the order, and the package is delivered, escentials will not be liable for any replacement or refund. The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.


Can I upgrade my delivery methods afterward?

Unfortunately, once your order has been paid and processed, we are unable to change your Shipping Method.


What should I do if my order has not arrived?

Please email us customercare@escentials.com and we will get you in touch with our delivery company.


Will I get charged for a re-delivery?

If we attempt to deliver your order, but you are not present to receive it; we will re-deliver on the next available date. Please note, there is a re-delivery fee of S$10 if your delivery fails twice.

How does your free delivery promotion work?

For a period of time only, we are offering shipping. Upon processing payment, customers will receive a SMS message to choose their time slot for next day delivery option.

Products on escentials

Can I get a personal consultation on the use of your products?

Of course! Please contact us at customercare@escentials.com.


Can I request or suggest a product or brand?

We love to hear from our customers, especially about a product we do not currently carry. Please drop us an email at partnerships@escentials.com.

Can I test the products before buying them online? 

As we are an online store, we do not have an option to test or see the products before purchasing them. We have a comprehensive ingredient list for most of the products listed online for your reference before purchase. Please also check the ingredients listing before completing your purchase to identify any allergens. Otherwise, you can always drop by our stores at Paragon and at Tangs At Tang Plaza to test out the product.

Are your products authentic?

Yes. We work directly with the brands and authorised distributors to ensure that all products we sell are authentic.

Can I get a list of ingredients for a product?

Please see the list of ingredients on each product page. If the ingredients are not listed, and you may want to find out more, please email us at customercare@escentials.com.

Account

Will my personal information be shared with third parties?

escentials.com prides itself on providing a safe and secure shopping experience. All information is kept private and confidential. We do not share or sell your personal details with any third parties.

I am having problems logging into my account.

If you receive a message stating that your email address/password is not recognised - please follow the steps below:

    • Please clear your cache and browser history. Close and open a new browser.
    • Make sure you are using the same email address and password you registered with.
    • If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account
    • If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email customercare@escentials.com with the details and screenshots of the error.

I have forgotten my password.

If you have forgotten your password, click on Forgot your password. Enter your email address and click on the "Send Password" button to receive a new password sent to the email address specified.

How do I change the information in my account?

To change the information in your escentials account, you can log in to your account, choose "My Account”, and edit anything you want (e.g. address, phone number, email).

Contact escentials

How do I contact escentials customer service?

If you have any inquiry or feedback for escentials, please drop us an email at customerservice@escentials.com. We are more than happy to assist.