Do I need to set up an account to place an order?
No, but the advantages of setting up an account are as follows:
- You will be added to our email list so you can receive exclusive updates in the future via email; and
- You don't need to enter your order and shipping information anymore on your succeeding purchases.
I forgot my password. What should I do?
- On the Log In page, click "Forgot your password" above the Sign In button on the Returning Customers section.
- Enter the email address you used to create an account then click Submit. You will receive an E-mail notification with a link to reset your password.
- After resetting your password, you can now log in with your new password.
Where can I see your Order and Payment Policy?
You can see our order and payment policies at https://www.essen.ph/pages/order-and-payment-essen-online-shop.
What payment methods do you accept?
Currently, we only accept two payment methods: Cash on Delivery (COD) and Bank Deposit. More payment methods will be available soon.
I chose bank deposit to pay for my order. Where can I deposit my payment?
Currently, you can only deposit to our Metrobank account. Our accounts with BDO and BPI are being processed and will be available soon.
Where can I see your Shipping and Delivery Policy?
You can see our shipping and delivery policies at https://www.essen.ph/pages/shipping-delivery-essen-online-shop.
I placed an order. When will my package arrive?
Upon successful verification, all orders are prepared within 24 to 48 hours after which your order will be delivered to your shipping address.
You may expect your orders to arrive within the following period:
- Metro Manila area - 3-7 working days after verification
- Outside Metro Manila - 5-9 working days after verification
What method do you use for shipping?
Packages are shipped via:
- Lalamove - for orders within Metro Manila. Please send us a message at +63(9178188581) or storeedlc@gmail.com if you prefer this mode of delivery.
- Logistics partner (LBC and JRS) - for deliveries within and outside Metro Manila
Do you ship internationally?
No. We only accept orders and deliveries within the Philippines.
Can I return any products already delivered to me?
No, except for the following reasons:
- If the actual product you received is different from the order you placed;
- If the product you received is near expiry (one month before expiry date) or already expired; and
- If the product delivered is damaged.
Please note that our company reserves the right to refuse all returns.
Do you offer refunds?
We don't offer refunds for any returned products. We can only send replacements for the products returned to us. Please refer to our Return and Exchange Policy for more details.
Where can I see your Return and Exchange Policy?
You can see our return and exchange policies at https://www.essen.ph/pages/return-exchange-essen-online-shop.
Can I cancel after I have placed my orders?
Yes, but cancellation of orders should be made within 24 hours after checkout and prior to delivery. Cancellation after the products were shipped are not allowed. Please refer to our Cancellation Policy for more details.
Where can I see your Cancellation Policy?
You can see our cancellation policies at https://www.essen.ph/pages/cancellation-policy-essen-online-shop.
How can I contact your customer service team?
You can reach us from any of the following:
- Visit our contact page at https://www.essen.ph/pages/contact-us-essen-online-shop and fill-up the Contact Us form.
- Call us at (+63)9178188581
- Message us on our Facebook page: https://www.facebook.com/essenph
- Message us on our Instagram page: https://www.instagram.com/essen.ph/
Our customer service team is available on weekdays from 8:00 AM to 5:00 PM.
Note that we can only entertain customer service inquiries. We recommend that you read our policies and FAQ sections first before getting in touch with us since it may already provide answers to your queries.
