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 to many countries in Europe. Unfortunately we are not able to ship outside Europe. For shipping costs, please take a look at the next question.

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



Country Delivery costs Delivery time (working days)
Austria €12,00 4 - 6
Belgium €5,00 1 - 2
Bulgaria €17,50 4 - 6
Croatia €14,50 4 - 5
Czech Republic €12,00 2 - 3
Denmark €21,50 2 - 3
Estonia €23,00 4 - 5
Finland €24,00 3 - 4
France €12,00 2 - 3
Germany €3,95 1 - 3
Hungary €14,50 2 - 3
Greece €18,50 4 - 5
Ireland €16,00 3 - 4
Italy €14,50 3 - 4
Latvia €23,00 4 - 5
Luxembourg €9,50 1 - 2
Poland €12,00 2 - 3
Portugal €18,50 3 - 4
Romania €16,50 3 - 4
Slovenia €14,50 2 - 3
Slovakia €14,50 2 - 3
Spain €18,00 3 - 4
Sweden €22,50 2 - 4

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.

    I am being asked to pay for import duties for the delivery of my order. Will I be refunded for this?

    It is possible that you will be charged for import duties by the country your order is being delivered to. As these duties can vary between countries and/or states please check with your local government what you can expect in regards to import duties. ESSENZA HOME will not refund any import duties.


    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)
    Austria €12,00 4 - 6
    Belgium €5,00 1 - 2
    Bulgaria €17,50 4 - 6
    Croatia €14,50 4 - 5
    Czech Republic €12,00 2 - 3
    Denmark €21,50 2 - 3
    Estonia €23,00 4 - 5
    Finland €24,00 3 - 4
    France €12,00 2 - 3
    Germany €3,95 1 - 3
    Hungary €14,50 2 - 3
    Greece €18,50 4 - 5
    Ireland €16,00 3 - 4
    Italy €14,50 3 - 4
    Latvia €23,00 4 - 5
    Luxembourg €9,50 1 - 2
    Poland €12,00 2 - 3
    Portugal €18,50 3 - 4
    Romania €16,50 3 - 4
    Slovenia €14,50 2 - 3
    Slovakia €14,50 2 - 3
    Spain €18,00 3 - 4
    Sweden €22,50 2 - 4

    Can I track my parcel?

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

    What will happen if I am not at Home?

    In the event that there is no-one at home, the driver will leave a calling card. In case you provided your email address when you placed your order, DHL will also send you a notification by email confirming this.

    The card and notification will direct you to the DHL Parcel site where using the “tracking” function will give you the options available.

    This will include one or more of the following options:

  • Leave in a safe place.
  • Leave with a neighbour
  • Collect from a DHL ServicePoint
  • Change delivery day


  • If you do not choose any of these options DHL will reattempt to deliver your parcel the next working day. If the 2nd delivery is also unsuccessful DHL will bring your parcel to the nearest DHL ServicePoint so that you can pick up the parcel from this location yourself.

    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 check the table below:

    Country Delivery costs Delivery time (working days)
    Austria €12,00 4 - 6
    Belgium €5,00 1 - 2
    Bulgaria €17,50 4 - 6
    Croatia €14,50 4 - 5
    Czech Republic €12,00 2 - 3
    Denmark €21,50 2 - 3
    Estonia €23,00 4 - 5
    Finland €24,00 3 - 4
    France €12,00 2 - 3
    Germany €3,95 1 - 3
    Hungary €14,50 2 - 3
    Greece €18,50 4 - 5
    Ireland €16,00 3 - 4
    Italy €14,50 3 - 4
    Latvia €23,00 4 - 5
    Luxembourg €9,50 1 - 2
    Poland €12,00 2 - 3
    Portugal €18,50 3 - 4
    Romania €16,50 3 - 4
    Slovenia €14,50 2 - 3
    Slovakia €14,50 2 - 3
    Spain €18,00 3 - 4
    Sweden €22,50 2 - 4

    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 product(s)?

    You can return product(s) to ESSENZA HOME within 30 days of receipt. Depending on the country you are living in there are 2 different ways to return your product(s):

    1) If you live in the Netherlands, Belgium, Germany, Czech Republic, Finland, France, Ireland, Luxembourg, Slovenia or Slovakia please get in touch with our Customer Service. They will provide you with a return label which you can use to return your product(s) to us free of charge. To return the product(s) please place the return label on the outside of the parcel and bring it to the nearest international PostNL location.

    2) If you do not live in one of the countries mentioned above we recommend that you use DHL or UPS (or other parcel services that also provide tracking numbers) to return your product(s). The costs for returning the product(s) are for your own account.

    • Please return your product(s) to:
    • ESSENZA HOME Returns
    • Rumpsterweg 2
    • 3981 AK Bunnik
    • The Netherlands

    Can I exchange a product(s)?

    Unfortunately it’s not possible to exchange your product(s). You can return your product(s) to us and then place a new order on our website.

    Are there any costs involved in returning my product(s)?

    If you live in the Netherlands, Belgium, Germany, Czech Republic, Finland, France, Ireland, Luxembourg, Slovenia or Slovakia you can return your products to us free of charge. Please get in touch with our Customer Service so they can provide you with a return label and further instructions.

    If you do not live in one of the countries mentioned above the shipping costs for returning your product(s) are for your own account, ESSENZA HOME will not reimburse you for the return shipping costs. For international returns we recommend you use DHL or UPS (or other parcel service that provide tracking numbers).

    How will I be refunded after returning?

    After we have received and processed your return in our warehouse, you will be refunded in the same way that the order was paid for. 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 my shipping costs be refunded?

    If you return your complete order we will refund the original shipping costs that you were possibly charged when you placed your order.

    Please note: if you do not live in one of the countries eligible for free returns (see FAQ: How do I return my products?) we will not refund any shipping costs made for returning your product(s) even if you return the complete order.

    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.

    I am returning products for which I paid import duties. Will these import duties also be refunded?

    ESSENZA HOME will not refund any import duties for returned products. We will only refund the returned product(s).


    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.

    Triman IDU

  • Unique identifier (IDU) CITEO: FR280389_01WYHK
  • Unique identifier (IDU) Re_Fashion: FR280389_11BOTA
  • Unique identifier (IDU) Eco-Mobilier: FR302578_10JEZU

  • Advice

    What size duvet cover do I need?

    Please, pay good attention to what size duvet cover you need to 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 it in our online magazine!

    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.


    Reviews

    All about our product reviews

    We ask our customers if they would like to write a review about how they experienced a product after purchasing it. This way, customers share their experiences with each other and it helps new customers consider buying a particular product.

    How we collect reviews:

    Customers themselves can post a review on the product page of the product they ordered.

    Everything you need to know about our reviews:

    • Our reviews are real and are posted by our customers.
    • We show the entire review, even if it is (partly) negative.
    • We do not reward our customers for posting a review.
    • If a review is posted about a product that is available in several colours and sizes, it will be shown with all these colour and size variants.
    • Negative reviews that are not about the product are not shown.
    • Negative reviews from customers who have not bought the product are not shown.


    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.
    Rumpsterweg 2
    3981 AK Bunnik
    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 © 2022 ESSENZA HOME