Returns & Refunds Policy
Right of Withdrawal (EU & UK Customers)
If you are shopping from the European Union or the United Kingdom, you have the right to withdraw from this contract within 14 days without giving any reason, in accordance with the EU Consumer Rights Directive and the UK Consumer Contracts Regulations.
The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods. If your order is delivered in several shipments, the period begins on the day you receive the last item.
How to Withdraw
To exercise your right of withdrawal, you must inform us of your decision by a clear statement sent to essencelady.co@gmail.com. You may use the model withdrawal form at the end of this page, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient that you send your communication before the 14-day period expires.
Returning the Goods
After notifying us, please send the goods back without undue delay and in any event within 14 days of informing us of your withdrawal. The deadline is met if you dispatch the goods before that period expires.
Please include your order number with the return so we can identify it.
Return Costs
You bear the direct cost of returning the goods. Based on standard parcel rates within the EU, this is typically between €5 and €15 depending on your country and carrier.
Condition of the Goods
You may examine and try on the goods as you would in a physical shop. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods — for example, items that have been worn outside the home, washed, altered, damaged, or returned with hygiene seals or tags removed.
Refunds
We will reimburse all payments received from you, including the standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your withdrawal.
We will use the same means of payment you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
Cancelling an Order
You may cancel your order free of charge at any time before it has been dispatched. Contact us at essencelady.co@gmail.com as early as possible and we will stop the shipment if it has not yet left our warehouse. If the order has already been dispatched, your statutory right of withdrawal above applies.
Faulty, Damaged or Incorrect Items
Your statutory warranty rights are separate from and additional to the right of withdrawal, and they apply for two years from delivery.
If an item is faulty, damaged, or not what you ordered, contact us at essencelady.co@gmail.com with your order number and photographs of the issue. You are entitled to repair or replacement and, where that is not possible or proportionate, to a price reduction or a full refund. In these cases we cover all return shipping costs.
Contact
Essence Lady Ltd
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company No. 17291770
Email: essencelady.co@gmail.com