Esseria FAQ

ORDERS

HOW DO I KNOW THAT MY ORDER HAS BEEN RECEIVED?

 After you have completed your order, you will receive a confirmation e-mail.

DO I HAVE TO CREATE AN ACCOUNT TO PLACE AN ORDER?

 No. You can place orders without registration but creating an account will give access to features otherwise you will not be able to use, e.g. you can view all order details by consulting the “Orders” section.

HOW CAN I SEARCH FOR ARTICLES?

 You can search for products from the main menu, by clicking on the relevant category. You can activate various filters for a more refined product selection.

HOW CAN I FIND INFORMATION ON AN ITEM?

 By clicking on its image. A screen will open showing information and complete details on the product.

HOW CAN I CHANGE MY CONTACT DETAILS?

 By accessing the “Account” section.

CAN I ORDER A GARMENT THAT IS UNAVAILABLE IN STOCK?

 Sure. Contact us at info@esseria.com.

I HAVE FORGOTTEN MY PASSWORD. WHAT CAN I DO?

 Click on the “Account” section at the top right and request a new password by entering your e-mail address you registered with. You will receive an e-mail with a link to set a new one.

DO YOU HAVE A SIZE GUIDE?

 Of course. You can find all the information you need by clicking on the image of the product. It will give you access to the information you require.

I HAVE NOT RECEIVED ANY NOTIFICATION RELATED TO MY ORDER. WHAT DO I DO?

 It is possible that you have mistyped your e-mail address during the checkout process. In case you do not receive the confirmation e-mail of your order, please contact us at info@esseria.com.

HOW CAN I CREATE MY WISHLIST?

 By registering your account, you can create a wishlist.

WHAT CAN I DO THROUGH MY ACCOUNT?

 You will be able to see your order history, manage returns, modify your personal information, and manage your addresses and wishlist.

CAN I MODIFY MY ORDER?

 All orders are processed automatically, therefore modification of the items purchased is not possible. You can ask to cancel your order if it has not already been shipped by contacting us at info@esseria.com.

RETURNS & REFUNDS

HOW CAN I EXCHANGE/RETURN A PRODUCT?

 Please refer to our Exchanges, Returns & Refunds Policy and our Terms and Conditions of Sale Policy.

Please remember that goods will not be accepted if they are not returned in the conditions detailed in our Return Policy. Also, please remember that returns must be done within 14 days from the date you received the item.

WHAT KIND OF EXCHANGES/RETURNS ARE ACCEPTED?

 We only accept exchanges for a new size or color of the same design and price.

We do not accept exchanges for a different article or price.

Of course, we accept returns of defective items or items that have been shipped by mistake, provided they comply with the conditions outlined in our Exchanges, Returns & Refunds Policy, including the special instructions required for defective articles.

HOW CAN I REQUEST AN EXCHANGE OF SIZE OR COLOR?

You will have to complete our Return Form. Once we receive your request and have confirmed that you have sent the article back in the conditions required, we will proceed to ship you a new order with the new size or color indicated. You will receive the corresponding confirmation e-mail of your order as well your shipping details.

 HOW LONG WILL IT TAKE THE EXCHANGE PROCESS?

Approximately five working days once we receive the returned product.

I HAVE RECEIVED A GARMENT WHICH IS NOT THE ONE I ORDER. WHAT DO I DO?

 Please contact us immediately at info@esseria.com.

I HAVE RECEIVED A FAULTY PRODUCT. WHAT DO I DO?

 Please contact us at  info@esseria.com with a brief description of the imperfection and attach 3-4 photos showing the entire article and a detailed view of the problem. We will immediately get in touch with you.

 IF I NEED TO RETURN AN ARTICLE, WHO WILL PAY FOR THE SHIPPING COSTS?

 If you want to exchange the item because you want a different size or color, the shipping costs will on your behalf.

If the return is due to a defective item or an item than has been delivered to you by mistake, we will cover the shipping costs.

WHEN IS A REFUND APPLICABLE?

 Refunds are applicable when you cancel an order, or when the item you receive is not the one you ordered, or when you receive a defective article. In these cases, we will refund also the shipping costs.

Please remember that returns must be done within 14 days from the date you received the item and must comply with the conditions specified in our Exchanges, Returns & Refunds Policy.

 WHEN AND HOW WILL I RECEIVE MY REFUND?

 The reimburse will be made on the card you used for payment 14 days after we received the item back. Please note that delays may take place depending on your bank procedures.

  SHIPMENT & DELIVERY

 WHERE DO YOU SHIP FROM?

 From Madrid, Spain.

WHAT COUNTRIES DO YOU SHIP TO?

 We ship to all countries. You will find on our site and in our Orders & Delivery Policy our shipping costs to most of the territories. If your country is not listed, please contact us at info@esseria.com

WHAT IS THE STANDARD PACKAGE LIKE?

 The package comprises a cardboard box containing the purchased garment, personalized in Esseria packing and wrapping tissue paper.

CAN I ENTER A BILLING ADDRESS DIFFERENT FROM THE SHIPPING ADDRESS?

 Yes, you can, provided the destination country remains the same. The change must be made before our system process the order.

PAYMENTS

 ARE TRANSACTIONS SAFE?

 They are. www.esseria.com uses advanced technological and encoding systems (SSL) which make any online transactions extremely secure. In addition, our bank platform uses secure connections and verification processes. The prefix “https” of our site address on your browser’s bar is also another indication of security.

WHEN WILL THE ORDER AMOUNT BE CHARGED TO MY CARD?

 If the card is authorised, payment will be debited immediately. If the card is not authorised, no charge will be processed in which case we will inform you via e-mail.

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