Frequently asked questions

Below you can find the answers to frequently asked questions. 
If your question is not here then please contact our Customer Service team.

 


Order

How do I place an order?

Find your favourite items and add them to your shopping cart. Go to the shopping cart to place your order and follow the steps. Step outline: If you do not already have one, create an account, fill in your address details and choose a shipping method, then you choose your form of payment, agree to the terms and comply with payment. Your order has been placed!

Can I still change or cancel my order?

It is not possible to change or cancel an order after it has been placed. Our system is fully automated, so your order will be processed and sent as soon as possible. However, you can return the order for free after you have received it. Read here how to do that.

If you discover an error in your order, then please contact us by telephone immediately after you’ve placed it. This can be from Monday to Friday from 9:00-17:00 on +31 (0)343 – 44 21 44. Or send a WhatsApp message to: +31 (0) 970 12 49 43 75. We will be glad to help you.

From what countries can I order?

If you want to order from The Netherlands or Belgium, go to this website. If you are ordering from Germany or Austria, you are best to place your order via our German website.

Don't you live in The Netherlands, Belgium, Germany or Austria? ESSENZA HOME ships packages all over the world! For shipping costs, please take a look at the next question.

How long is the delivery time and do I pay shipping costs?

ESSENZA ships packages all over the world and therefore we might charge you for delivery. When you spend over 49,95 euros (excluding shipping costs) and you live in one of the following countries, delivery is free of charge: Great Britain, Hungary, Luxembourg, Poland, Slovakia and Czech Republic. Do you spend less than 49,95 euros, you will pay for delivery (check the table below to see the shipping costs).

Don’t you live in one of the countries mentioned above? Please check the delivery costs and the delivery times below:

Country Delivery costs Delivery time (working days)
Australia €24,00 6 - 12
Brazil €24,00 9 - 25
Bulgaria €24,00 4 - 6
Canada €24,00 4 - 9
China €24,00 7 - 15
Denmark €11,00 2 - 3
Estonia €15,00 4 - 6
Finland €11,00 3 - 6
France €10,00 2 - 4
Great Britain €7,00 2 - 3
Hong Kong €24,00 4 - 7
Hungary €8,00 3 - 6
Greece €19,00 3 - 6
Ireland €13,00 2 - 4
Italy €10,00 2 - 5
Japan €24,00 4 - 8
Latvia €15,00 3 - 6
Lithuania €15,00 4 - 6
Luxembourg €9,00 1 - 2
New Zealand €24,00 5 - 11
Norway €24,00 5 - 12
Poland €9,00 2 - 4
Portugal €10,00 3 - 5
Romania €20,00 3 - 6
Slovenia €17,00 2 - 4
Slovakia €8,00 3 - 6
South Africa €24,00 11 - 20
Spain €10,00 3 - 5
Sweden €15,00 2 - 5
Czech Republic €7,00 3 - 6
USA €24,00 4 - 9

I can't select a specific colour or size?

When a colour or size is unable to be selected, it is currently out of stock. Would you like to know when an item will be available again? Then please contact our Customer Service.

I accidentally placed a duplicate order; can I cancel it?

It is not possible to change or cancel your order after you have placed it. Our system is fully automated, so your order will be processed and sent as soon as possible

If you find out you’ve placed an order twice, then please contact us by telephone as soon as possible. This can be from Monday to Friday from 9:00-17:00 on +31 (0)343 – 44 21 44. Or send a WhatsApp message to: +31 (0) 970 12 49 43 75. We will be glad to help you.

Help, I didn't receive an order confirmation?

Normally you will receive our order confirmation to your inbox within minutes. If you have not received it, the order confirmation is possibly in your Junk Mail so check this next. If this is the case, please add our email address to the Safe Senders List, this way in the future you will always receive our e-mails to your regular inbox.

If you cannot find the order confirmation in Junk Mail, then please contact our Customer Service.


Payments

What payment options are there?

You can pay us securely through using the following trusted payment methods:

  • PayPal: Pay quickly and easily with your secure PayPal account whenever and wherever you want.
  • Credit card: We Accept MasterCard, American Express and Visa. The amount will be reserved and only taken after your order has been shipped.
  • No matter what payment method you choose, your payment is always secure. In addition to this, ESSENZA HOME charges no extra for any of the above payment methods.

    Can I pay afterwards?

    No, currently we don't offer a payment method to pay afterwards.

    Do the shown prices include VAT?

    The prices shown are inclusive of VAT and excluding any shipping costs. You can find an overview of the breakdown in the shopping cart.

    On the catalogue page of the website the starting prices are shown. These prices are based on the smallest available size of the item. For example, duvet covers usually show the price of a single duvet cover.

    Can I claim VAT back?

    You can only claim VAT back when you live outside the EU. Please send us Customs proof (stamp is obligatory!) from the country of destination, which indicates that the VAT in the destination country has been paid. We can then refund it to you.


    Delivery & Information

    How long is the delivery time?

    Please check the delivery time (and the delivery costs) in the table below:

    Country Delivery costs Delivery time (working days)
    Australia €24,00 6 - 12
    Brazil €24,00 9 - 25
    Bulgaria €24,00 4 - 6
    Canada €24,00 4 - 9
    China €24,00 7 - 15
    Denmark €11,00 2 - 3
    Estonia €15,00 4 - 6
    Finland €11,00 3 - 6
    France €10,00 2 - 4
    Great Britain €7,00 2 - 3
    Hong Kong €24,00 4 - 7
    Hungary €8,00 3 - 6
    Greece €19,00 3 - 6
    Ireland €13,00 2 - 4
    Italy €10,00 2 - 5
    Japan €24,00 4 - 8
    Latvia €15,00 3 - 6
    Lithuania €15,00 4 - 6
    Luxembourg €9,00 1 - 2
    New Zealand €24,00 5 - 11
    Norway €24,00 5 - 12
    Poland €9,00 2 - 4
    Portugal €10,00 3 - 5
    Romania €20,00 3 - 6
    Slovenia €17,00 2 - 4
    Slovakia €8,00 3 - 6
    South Africa €24,00 11 - 20
    Spain €10,00 3 - 5
    Sweden €15,00 2 - 5
    Czech Republic €7,00 3 - 6
    USA €24,00 4 - 9

    Can I track my package?

    Yes. Once we have passed the order to PostNL, you will receive an e-mail with a track & trace code. This allows you to track the delivery status of your order.

    How is my order delivered?

    If you are not at home when the package is delivered, there is no need to worry. PostNL will leave a package receipt, so you exactly know what to do to have your package delivered again or to collect your package at the nearest depot. In some countries it is possible that PostNL delivered your package at your neighbor’s house.

    Please, note the following facts:

  • When living in Europe, PostNL will attempt to deliver the package no more than three times or they will directly deliver the package to a pick-up point.
  • If a package can’t be delivered at your address, they will send it back to ESSENZA HOME (The Netherlands).
  • Can I have my order delivered somewhere else?

    Yes, you can enter a different shipping address than your billing address. For example, you can have your order delivered to your work or to someone else (useful for gifts!).

    To what countries do you ship packages?

    Please take a look at the question 'Do I pay shipping costs?'

    What can I do if an item is missing from my order?

    It is very frustrating when an item is missing from your order. Please contact Customer Service, we will ensure that the missing item is sent out as soon as possible.


    Returns & Exchange

    How do I return my order?

    You can return items to ESSENZA HOME within 30 days of receipt. It works two different ways:

    1) Do you live in Finland, France, Great Britain, Ireland, Luxembourg, Slovenia, Slovakia or the Czech Republic? Please let our Customer Service know that you want to (partially) return your order. They will send you a return sticker to easily return your order free of charge! Paste the return sticker on the outside of the box and bring the package to an international PostNL location.

    2) Don't you live in one of the above mentioned countries? Bring your package to an international PostNL location and return your order to:

    • Return address ESSENZA HOME:
    • ESSENZA HOME
    • Returns
    • Post box 20061
    • 8000 CB Zwolle
    • The Netherlands

    How can I exchange an item(s)?

    You can return items you don't want to keep to ESSENZA HOME - please read the previous question and answer (How do I return my order?). You can then order the new items yourself on the website.

    Are there any costs associated with returning?

    If you live in Finland, France, Great Britain, Ireland, Luxembourg, Slovenia, Slovakia or the Czech Republic, and you've let our Customer Service know that you would like to return your package, they will send you a return sticker to return your package free of charge.

    Don't you live in one of the mentioned above countries? We kindly refer you to the website of PostNL to find out what the costs for returning your package are.

    How do I get refund after returning?

    When returning an item or your whole order, the amount will be refunded in the same way the order was paid. This includes:

    • Via Credit card (Mastercard, Visa & American Express): The amount is refunded to your card, this will show on your credit card statement.
    • Via PayPal: The amount will be refunded to your PayPal account. If your account is linked to your credit card, then you will get a PayPal notification that it has been refunded to your credit card as soon as possible.
    • Via Discount Code/Gift Voucher: Please contact our Customer Service. Depending on the type of voucher, the conditions may vary.
    Will I get the shipping costs refunded after returning?

    When you return the entire the order to us, the possible shipping costs for the delivery can be reimbursed.

    Where can I find the return form?

    The return form is automatically included with every order. If you can no longer find the return form or it is not included, don’t worry. You can contact our Customer Service and they will send you a new one.


    Warranty

    How long is the warranty on an item?

    Our products are developed and produced with the greatest care. Every product has a legal guarantee that the product must do or be what you, as a customer, can reasonably expect.

    We also have a one-year warranty at ESSENZA HOME. If within this period, you have a complaint about an item we would want to resolve this as well as possible. Please contact Customer Service.

    The warranty does not apply in the following cases:

    • Damage due to improper use or improper handling
    • Wear after frequent use
    • Presumption of misuse of the guarantee clause

    I had a damaged article delivered. What should I do?

    It is frustrating when an item is damaged upon delivery. Please contact Customer Service so we can resolve it as soon as possible.


    Products

    EU declaration of conformity

    Read all about the EU declaration of conformity of our Marc O’Polo oven gloves and pot holders.


    Advice

    What size duvet cover do I need?

    Please, pay good attention to what size duvet cover you need order, because we offer a lot of different sizes.

    Which material bedding should I choose?

    Everyone is different, so prefers a different fabric for their duvet cover. Would you like to know which material suits you best? Read our guide!

    What size homewear do I need?

    For homewear our sizes are XS through XXL. The sizes of these collections are normally in line with European Woman’s sizes. Looking for the right size? Each bathrobe and homewear item has a sizechart added so you can see exactly what size suits you.


    Shops

    Do you have stores?

    Yes, we do! In The Netherlands we have two brand stores of our own. One brand store is located in Groningen and the other one is located in Batavia Stad Fashion Outlet. Come along to experience our products for yourself.

    Where can I find a point of sale near me?

    In our store finder you can search for a point of sale near you. Click here for our store finder.


    Promotions & Prizes

    Terms and conditions for 10% discount when registering for the ESSENZA HOME newsletter

    • After registration you will receive an e-mail containing the discount code entitling you to the 10% discount on your order.
    • The coupon code is only usable once and valid until the last day of the following month.
    • The coupon code can be entered in the shopping cart.
    • The discount cannot be applied to previously placed orders.
    • The discount is not exchangeable for money.
    • The discount is not valid in combination with any other discount codes.
    • If the order is returned, the coupon code will not be replaced or paid in cash.
    • The discount is only valid on the ESSENZA HOME website and not in the physical shops or partners.
    • It is possible to unsubscribe from the newsletter at any time through the link at the bottom of the newsletter.


    Service & Contact

    How can I contact you?

    Our Customer Service is available Monday to Friday 09.00 to 17.00.

    Call us: +31 (0)343 – 44 21 44
    Email us: Send an e-mail (We respond during opening hours within 4 hours)
    WhatsApp: +31 (0) 970 12 49 43 75
    Would you rather send a letter?

    Feel free to send one to the following address:
    ESSENZA HOME B.V.
    Industrieweg Noord 12
    3958 VT Amerongen
    The Netherlands

    How can I file a complaint?

    Our products are produced and developed with the greatest care. If you have a complaint about an item, we will try to resolve this as well as possible for you. Please contact our Customer Service.

    Do you have a complaint about an item that you bought from another website/store? Then we advise you to contact us through the store from which you bought the item. The retailer can then handle the complaint with you.


    Do you have another question or would you like to give feedback?


    Our Customer Service is available Monday to Friday 09.00 to 17.00.

    Telephone: 0343 44 21 44
    WhatsApp: +31 (0) 970 12 49 43 75
    Livechat: Start live chat
    E-Mail: webstore@essenzahome.nl

    Copyright © 2020 ESSENZA HOME