Frequently asked questions

You choose the product and the quantity and pay on the site itself. You do not need to create an account. As soon as the payment is confirmed you get an email with a summary of your order.

Check your spam or promotions folder, which is usually where it lands. If it is not there either, write to us from the contact page with the name and the email address you bought with and we will find it.

Yes, as long as it has not left the warehouse yet. Write to us as soon as you can with your order number and we will stop it. Once it has shipped we cannot intervene, but you can refuse it on delivery.

Write to us straight away with your order number and the correct address. If it has not left yet, we will fix it without a problem.

Write to us from the contact page with your order number and we will look into it with you. If we need to, we will open a query with the courier.

Yes, we ship anywhere in South Africa and shipping is free on every order, with no minimum spend.

As soon as your parcel leaves the warehouse we email you the tracking number, which you can use to check the status directly with the courier. You also have it on the track my order page.

At the beginning it often is: the courier takes a while to log the first scan. If you see nothing changing at all, write to us with your order number and we will check it with them.

Not for now. We sell online only, which is how we keep control of quality and offer a better price without the retail margin.

The ones shown on the payment screen when you check out, including Visa and Mastercard. You will see every option available for your order there.

Yes. Payment is processed encrypted through the Shopify gateway and we never see or store your card details.

It is usually the bank, not us. Check the details, try another card or contact your bank. If the charge shows but you got no confirmation, write to us before paying again: we will check it so it does not get duplicated.

Write to us from the contact page with your order number and your company details and we will sort it out.

You enter it on the payment screen, in the discount code field, before confirming the purchase. Codes cannot be stacked on the same order or applied once the purchase is done.

No. A normal purchase is a one-off payment with no recurring charges. Subscribing is optional and only applies if you tick «Subscribe and save» when choosing your pack. There is no lock-in: you can pause, change the frequency or cancel at any time from your account or by emailing info@tryessencia.com.

We accept returns when the product arrives damaged, faulty or it is not what you ordered. Write to us from the contact page with your order number and a photo, and we will replace it or refund you. The detail is in our returns policy.

Write to us with a photo as soon as you receive it and we will sort it out: we send the missing item or a new one, free of charge and without you having to send anything back.

We issue it as soon as we approve the return. From there it depends on your bank, which is who reflects it in your account.

A brand focused on personal care and wellness, with simple formulas and no endless ingredient lists. You can read more on about Essencia.

Yes. We work with our own suppliers and every product ships sealed and with its full label.

On each product page, inside the ingredients, directions and precautions sections. All the specific information for each product is there.

From the contact page. A person on the team answers and we reply to every message.