FAQs
Orders and Payment
How can I make a purchase?
- Login to escentials.com.
- To add items in your cart, click on “Add to Cart” for the item you wish to purchase.
- To review the items in your cart, click on the "Cart" link, located at the top right of the page.
- If you have an applicable discount code, enter the code and click on "Apply”. The total price will be updated with the discount.
- Review your order at the cart page. Once you are ready to place the order, click on "Checkout".
- Fill in all necessary details for your shipping details. Click on "Continue to Shipping" and choose your preferred payment method.
- Please review your orders again and total amount before completing the payment.
- You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email.
How can I order without an account on escentials.com?
You are be able to purchase an item without registering an account on escentials.com. However, you would not be able to track your items; review past purchases; add sold out items to your waitlist and share your wishlist with a friend - or two.
How long does it take to confirm my order?
Orders are confirmed once payment has been completed. Please check your inbox for an order confirmation email, you should receive it within 24 hours.
Can I call escentials to place an order?
Unfortunately for security purpose, our Customer Service representatives cannot place the order over the phone for you. Placing an order on escentials.com is easy, and we can guide you through the process. If you need assistance, please email us at customercare@escentials.com
Why does my Order Status show “Payment Pending”? Should I re-create a new order?
Most payments are processed immediately. Once the order has been confirmed, you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at customercare@escentials.com and do not re-create your order to prevent duplication.
Why does my payment not go through?
• Pop up blocker: Please ensure that the settings for browser is set to OFF. Otherwise, the relevant transaction pages from the banks cannot be displayed and your transaction will not be processed.
• Card details entered incorrectly: Please try again and enter your details exactly as they appear on your card.
• Session time out: Please refresh the page and try again. Do note that the payment will not go through and no amount will be deducted.
• If the problem still occurs, please email us at customercare@escentials.com
Can I revise my order after it has been confirmed and paid for?
We want to deliver your purchases on time, therefore we are unable to amend any orders after payment is made. Any changes to your order may cause delay in the delivery of your parcel.
We currently do not accept change of mind returns. Exchanges, returns and refunds are only applicable if you have an incorrect, defective or damaged item or if an item is missing from your order.
How can I remove an item in my shopping cart?
To access your shopping cart, click on the cart icon on top of the page. You can remove the item by clicking on the "X" button.
How do I search for a product on escentials.com?
You can search for a product by using the search tool located on the top right of the page. Type in your keywords or product name and the item will appear. You may also search your items by using the category navigation tool.
Can I buy products directly from your warehouse?
All purchases through escentials.com will need to be made online.
Can I cancel my order?
Unfortunately, we are unable to cancel orders once it has been marked as “Order Confirmed”. To check the status of your order, please login to your account. Click on “My Orders” within the drop down menu to view your order history.
I am facing problems ordering through my mobile device.
escentials.com is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto our website. If you continue to face problems, please send a screenshot of the error to customercare@escentials.com and we will assist you as soon as possible.
What and where is my order confirmation number?
The order confirmation number can be retrieved in your confirmation email. If you have an account with us, this can be found under “My Orders” when you log in.
What kind of payment method may I use at escentials.com?
We currently accept Visa, MasterCard and AMEX.
Do you offer GST refunds for tourists?
We do not offer this refund on escentials.com.
What should I do when items in my cart are Out Of Stock?
We know how annoying it is when your favourite items are out of stock. In order to know when the product is back in stock, we suggest clicking “Add to Waitlist” located on the specific product page. You will receive an email as soon as the item is available. This feature is only available if you have an account with us.
escentials Products
Can I get a personal consultation on the use of your products?
Please contact us at customercare@escentials.com
Can I request or suggest a product or brand?
We love to hear from our customers, especially about a product we do not currently carry. Please drop us an email at customercare@escentials.com
Can I test the products before buying them online?
We do not have an option to test or see the products before purchasing them online. We have a comprehensive ingredient list within the product page. Please also check the ingredients listing before completing your purchase to identify any allergens. Otherwise, you can always drop by our stores at Paragon, ION Orchard or TANGS at Tang Plaza to test the products.
Are your products authentic?
Yes. We work directly with the brands and authorised distributors to ensure that all products we sell are authentic.
Account
Will my personal information be shared with third parties?
escentials.com prides itself on providing a safe and secure shopping experience. All information is kept private and confidential. We do not share or sell your personal details with any third parties.
I am having problems logging into my account.
If you receive a message stating that your email address/password is not recognised - please follow the steps below:
- Please clear your cache and browser history. Close and open a new browser.
- Make sure you are using the same email address and password you registered with.
- If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account
- If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email customercare@escentials.com with the details and screenshots of the error.
I have forgotten my password.
If you have forgotten your password, click on “Forgot password”. Enter your email address and click the “Submit” button to reset your password.
How do I change the information in my account?
You can log in to your account, choose "Edit Profile” to edit your information.
