Help

Email us at [email protected] for specific expert consultations.

We are available during business hours at +61 2 8812 5265 for any immediate or complex issues. Please do not call this line unless referred by a member of our team.

Our experts are available 24/7 via live chat to handle almost all support requests and questions.

We offer Australia Post Parcel Post and Express Post upon request.

Upon your order being dispatched, you will receive an email with tracking information from Australia Post.

We ship from our Sydney warehouse.

We generally aim to dispatch orders in one business day - note this can fluctuate around periods of high order volume.

Unfortunately we do not ship outside of Australia at this time.

Your order should arrive within 1-7 business days depending on your location and seasonal fluctuations.

We offer credit card, PayPal, Apple Pay and Google Pay.

Your credit card will be charged immediately upon placing your order.

We do not offer these payment methods at the time.

Yes, all relevant taxes in your jurisdiction are included in the final price.

Escential Perfumes uses Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration.

You will also notice that when you look at the URL at the top of the browser you will see that it begins with ‘https’ instead of ‘http’. This means that you are in secure mode.

As part of the Revised Directive on Payment Services (PSD2), Escential Perfumes has adopted strong customer authentication through the 3-D Secure 2.0 standard. This means that all payments on our site are subject to an additional authentication factor that ensures only the cardholder can make the electronic payment. Thus, the possibility of this occurring is almost zero and is a matter for your card issuer to handle.

If you’re returning an item, you must return it in the same condition as you received it within 14 business days.

If you’ve used an item and found it to be faulty, you can request a return and may have other rights such as a right of repair, replacement or refund. We do not accept change of mind returns.

Yes. Unless we confirm that the product does have a problem then a courtesy return label will be provided by us.

As a consumer in Australia, the ACL entitles you to receive a full refund or replacement for a product deemed to have a major problem.

Consumers are not entitled to a repair, replacement or refund under the consumer guarantees if:

• they got what they asked for but simply changed their mind, found the product cheaper somewhere else, or decided they didn't like the purchase or had no use for it.
• the problem with the product was caused by the consumer misusing it
• they knew of or were made aware of the problem with the product before they bought it (but they may be entitled to a repair, replacement or refund for a different problem with the product that wasn’t made clear to them before they bought it)

You can shop without creating an account. However, if you register with us, you’ll enjoy the following benefits:

• Track your orders and review past purchases
• Request an exchange or return directly from your account
• Add pieces you love or missed out on to your Wish List
• Save your address and card details so you can shop even quicker in future

If you‘ve forgotten your password, request a link to reset it or follow the ‘Forgotten password’ instructions on the ‘Sign In’ page.

Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order.

If you need to make any amendments to your purchase, please call our team as soon as possible and we’ll see what we can do.