FAQs / Help
How do I contact Escentials?
Mail & In-Store Pick Up: 26527 Agoura Rd #106, Calabasas, CA 91302
What are Escential's hours of operation?
We are in the office from 8am to 5pm Pacific Time, Monday through Friday, excluding holidays. We look forward to assisting you with all of your needs and please know that we will respond to your messages and emails as quickly as possible upon our return. Thank you for shopping at Escentials! We are open for In-Store Pick Up Monday through Sunday 10am-4pm PST.
Does Escentials offer gift wrapping?
We offer free gift wrapping for all items! In the Comments or Ordering Instructions Section, please note which items you would like wrapped and any special message you would like included.
Does Escentials guarantee its products and services?
We guarantee the freshness and purity of all our products. We also guarantee that your order will arrive in safe and excellent condition. If for some reason your order arrives broken or damaged, please contact us immediately (via phone or email) and we will make arrangements to remedy the situation. Please have your order number handy.
Escentials purchases its products directly from authorized distributors, providing you with an extra guarantee of quality and assurance. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 6 months from purchase.
How accurate are Escential's product descriptions?
Every care has been taken to ensure that all product descriptions and colors are as accurate as possible at the time of publishing but we cannot accept responsibility for any omissions or errors in this information. Accuracy of colors and color charts is not guaranteed because each computer displays colors in slightly different ways.
Escentials does not represent or warrant that the content accessible in this site is accurate, complete or current. Pricing and availability information is subject to change without notice. We reserve the right to refuse shipment of product to anyone for any reason.
How do I know if the item I ordered is in stock?
All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We will inform you as soon as possible if the goods you have ordered are not available and if or when they will be available again.
What if an item I am interested in purchasing is not on the website?
Please contact us as we may be able to special order the item for you. Please note that there may be a minimum purchase requirement from the distributor and all special orders must be prepaid.
Who do I contact for product information or questions?
All our customer service representatives are fully trained and familiar with the products that Escentials stocks and are always happy to answer any questions and make recommendations.
How do I place an order?
To place your order online, simply click on the "order" button next to the product you would like to purchase. Click on the "Checkout" button on product pages or the "VIEW CART" link at the top of every page when you're finished shopping! Orders can also be placed on the telephone during normal customer service hours.
What methods of payment are accepted?
We accept Visa, Mastercard, American Express, Discover & Paypal. We're sorry, we cannot accept personal or third-party checks.
Do I have to register to place an order?
No, but if you register on EscentialsLA.com you can save order information, your shipping address as well as payment information.
What if I forget my password?
Click on "I forgot my password" and enter your email address. A link will be sent to your email address to reset your password. Please note that all passwords must be 8-12 characters in length. If your account becomes locked, please contact customer service to have the account unlocked and a temporary password issued.
Can I use more than one Gift or Discount Coupon Code?
Only one Promotional/Coupon Code is permitted per order and it must be entered correctly in the Code box provided at the checkout page. When entered correctly the Code gift or discount will show in your basket. A Code gift or discount cannot be provided if it has not been entered at the checkout or after your order is confirmed.
How is Minimum Spend determined?
When a Promotional/Coupon Code requires a minimum spend, the minimum spend excludes delivery fees, taxes. When returning items from your order, if you used a discount/coupon code and your order no longer qualifies, the discount/coupon value will be deducted from your refund; if you used a free gift with purchase Coupon and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund. When a Coupon Code provides a free gift, the free gift is not eligible for exchange or refund.
How do I receive my free gift with purchase? I don't see a code to enter.
Free gifts with qualifying purchases are automatically given when your order meets the minimum requirements of the offer. No code is needed. Gifts with purchase are not eligible for exchange or refund. Please see Return Policies if you are returning any part of an order for which you received a free gift with purchase.
What is Escential's return policy?
Escentials will be happy to accept returns on most unused merchandise within 30 days of receipt. Unfortunately and without exception, we cannot accept returns on used or opened items - as we guarantee the purity, freshness, and authenticity of the products we sell.
Certain personal items (toothbrushes, hair brushes, hair accessories, pillow slips, candy and food & perishable items) as well as Gift Cards, Fragrance Samples and Clearance items are considered final sales.
How do I return an unused item to Escentials?
To complete your return, we require a receipt or proof of purchase.
If you need to return an item, simply send us a request to return the merchandise via email at info@EscentialsLA.com or phone us at (818)-916-7743. Be sure to tell us which items you wish to return.
We ask that you specify the reason for your return in the email or phone call, as we love to learn how to serve you better.
Once your request is approved, we will notify you via email or on the phone and you will be issued a Return Authorization Number. You may then send back the merchandise which is unopened, unused and in sealable condition, along with your Return Authorization Number.
Please note: Do not send merchandise in a padded envelope or non-sturdy packages - if we receive the product(s) back damaged - we cannot refund you. The item(s) must arrive back to our warehouse in sealable condition. We recommend that you insure the package as well - as we cannot be responsible for items that break in transit or are lost or missing.
Once we receive your returned merchandise, we will promptly credit the original credit card used for purchase. Shipping costs are not refunded unless the return is due to an Escentials error.
Do you need a pre-paid return label? We would be happy to send you one, please note $5.95 will be deducted from your return for the cost of the label.
How do you handle returns when I received a free gift with purchase?
If you received a free gift with purchase and your order no longer qualifies when you return an item, the free gift must be returned unused or its value will be deducted from your refund. Please feel free to keep your complimentary samples, catalog and any coupons you may have received and enjoy them.
To return your product, you should mail your product to:
26527 Agoura Rd Ste #106
Calabasas, CA 91302
Thank you for shopping at Escentials!
Are my transactions secure?
What do I do if I receive a Payment Processing Error?
Our customer service team is able to assist you with any payment processing error, so please contact us (via phone or email) with any problems you may have placing orders. Most payment processing errors are due to our fraud protection service detecting a difference in the billing address of the credit card and the billing address entered on the order. Please make sure the billing address is entered exactly as it appears on your credit card statement.