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Frequently Asked Questions

How long does it take to pack my order?

Typically it takes 3-5 business days to process your order. We’re doing our best to pack it with care and love!

How can I track my order?

We always send a confirmation email every time we ship your order. Please check your email for the shipping confirmation and from there you will find your tracking number. If you can't find it, please check your spam/junk folder or email us at:

Do you ship internationally?

Yes, we do ship internationally. The shipping fee may vary depending on your location.

I'm not sure if my order went through but I was charged on my bank account

Sometimes this happens if there is a glitch on the system. As long as you haven't received any order confirmation email, that your order was successfully placed, the order was not made. However, if you see a charged on your credit card please allow 3-5 business days and the charge won't be posted.

You can make sure that your order went through if you receive your order confirmation email from us.

Can I return my order?

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. We are not in charge of any return labels. You must purchase a shipping label from a shipping store like UPS, Canada Post, etc. at your own expense or ship small items using regular letter mail. Kindly note that Essentielle is not responsible for lost or damaged returns.
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.Items MUST be returned unworn, unwashed, undamaged and free of marks, stains, makeup, deodorant and scents. Essentielle reserves the right to refuse a refund that does not abide by our return policy. Items returned that are deemed non-refundable will be returned back to you at your expense. You have 15 DAYS from your delivery date to qualify for a refund or exchange on the product. We exchange items free of charge within Canada! However, unless you are processing an exchange, you will need to cover the cost of your return label. Original shipping costs are non-refundable. Customers located outside of Canada will be responsible for arranging shipments and covering shipping costs associated with both returns and exchanges.

My package was returned to sender

If your order was marked returned to sender, it is most likely due to an address issue. Please send us an email with your order number and confirm your shipping address. 

Customer will be responsible to pay for reshipping order. We will send an invoice for the shipping fee and reship to the corrected address. Please note, we must receive the items back and have a repaid shipping fee before reshipping items.

Tracking shows my package was delivered but I haven't received it

From time to time this happens... Please check your mailbox, front door, any side doors, and neighbours to see if the package was placed there first. If you cannot locate your package, we suggest waiting 3 business days as more often than not, it will eventually show up. If you have waited those 3 business days and your package still has not arrived, we suggest calling your local post office and providing them with your tracking number so they can help you locate your package. In addition, you can file a missing package claim online. We HIGHLY suggest calling first as the online form rarely results in anything, from our experience. 

The USPS asks you to wait 15 days before filing a claim for a missing package. You can file the claim here: 

It is the customer's responsibility to contact the USPS or other shipping couriers to locate their package. If the USPS cannot locate your package, please provide a written statement as such after 15 business days so we can replace your order. Note, this does not apply to orders that are still in transit - This only applies to orders that have been marked delivered and confirmed lost by the USPS.

Will I be charged customs/taxes for international orders?

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office. 

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country.If packages are not claimed and sent back to our facility, we will not refund your order. 

For further details of charges, please contact your local customs office BEFORE placing your order.

I receive a damage/broken product. What should I do?

Please don't hesitate to reach us out! On the contact form above please message us your order number and what the problem was with the product. Please also include your order number and a picture as a proof. We will email you back as soon as we can.