FAQ

PRODUCTS

We understand that international sizing can be confusing, but we are here to help. On the individual product page, you will find a size guide for your assistance.

If you are still unsure, please reach out to us at hello@essenciaofficial.com.au, live chat or +61 439 109 887.

A sale item is a product that has been reduced from its original price. A final sale item is a sale item that has been further reduced with an additional discount.

If the product is a restockable style, then there will be a button on the items product page “ Notify me when back in stock”.

Simply add in your email address and you will be notified once the item comes back in stock. 

We are so sorry that you may have received a faulty item. Prior to a garment leaving the store, we thoroughly check over it to ensure there are no flaws with it. We aim to provide our customers with products of the highest standard and quality.

If you have received an item that you believe has a manufacturing fault, please email our Customer Care Team immediately at hello@essenciaofficial.com.au, via live chat or phone +61 439 109 887 and submit a photographic record displaying the defect/fault, which will expedite the evaluation procedure.

In accordance with the Australian Competition and Consumer Commission, if the garment we have sent has a minor fault then we have the right to repair the fault to the product and send it back to you. If we believe the fault cannot be repaired then we will send to you a replacement product, which matches your original purchase. However, if we are unable to repair or replace your faulty item then we will be reimbursed to your original payment method in full for your purchase.

Orders

We accept credit card payments via Shopify Payments (Visa, Mastercard, American Express & Gift Cards). We also accept payments via Paypal and Afterpay.

Orders are processed within 24 to 48 hours. You will receive seperate email confirmations once your order has been placed, processed and shipped.

We recommend checking your junk folder in case your spam filtering settings have sent it there. If you still need assistance please email hello@essenciaofficial.com.au

All items presented are in Australian dollar prices and are gst inclusive. All payments are processed in Australian dollars.

Our team is here to help. Once your order has been placed and processed we are unfortunately unable to cancel your order. If you need to update your order or shipping details, please contact our Customer Care team straight away hello@essenciaofficial.com.au or +61 439 109 887 and our team will advise the status of your order and if changes can be made.

Yes, we accept layby's in-store only, unfortunately we do not offer this service for online customers.
View our layby terms here.

Shipping & Delivery

We offer express shipping on all orders in Australia over $200. International orders will be shipped with DHL and shipping calculated upon checkout.

View our Shipping terms here.

Domestic shipping can take up to 4 business days.

International shipping could take up to 8 days.

Due to global supply chain challenges, shipping times could be longer than usual.

More information on our shipping terms here.

Yes, we ship our products all over the globe.

Tracking information will be provided via email once your order has been shipped.

We offer the following shipping services dependant on your location:
 
Domestic Shipping (Australia)
 
- AusPost eParcel (Holiday Delays please allow extra time)
- AusPost Express eParcel (Holiday Delays please allow extra time)
 
International Shipping
 
- DHL Express International (Holiday Delays please allow extra time)

At this stage we do not currently offer same day delivery. However we do accept phone orders where you can place an order over the phone at our North Perth boutique and request to collect the item the same day. 

Yes we do.

To place a click and collect order it is important that you select this option at the check out process.

If you have any questions with our click and collect service, please contact our Customer Care team directly at hello@essenciaofficial.com.au or call or text us on +61 439 109 887.

To ensure the security of your order, a signature is required when a delivery is made unless you have selected Unattended Delivery on Australia Post website after tracking details have been assigned.

Returns & Refunds

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Unfortunately we do not accept returns for change of mind.

Please see our returns policy here.

A refund request can be submitted within 7 days after the purchase is made.

Unfortunately we do not offer direct exchanges. We ask that you return the order for a full refund and place a new order for the preferred item(s) at your earliest convenience.

We make the best efforts to quality control all items prior to shipping the item.

In the case that you believe something is faulty or damaged, please email hello@essenciaofficial.com.au with brief description of the fault accompanied with photos.