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Are the products on the website similar to the ones I find at leading shops?

Essentials.lk always seeks to deliver the best of products to our customers. We source leading and trusted brands in the beauty care industry toprovide you with the best quality and up to date products.

Our purpose is to see that you are happy with our products and never have a reason to complain.

However, if you are not satisfied or if we have delivered to you the wrong product please do not hesitate to contact our team for quick solutions.

 

How do I search for the products I want?

In order to locate a product on Essentials.lk find the search box on the top right hand corner and type in a part of/full product name or the code of the product that you wish to search. If you are unable to locate the product on the web store please contact us for further assistance.

 

What if the product I want is out of stock?

We strive to have stocks always at hand, however if you find that your favourite product is no longer available with us please leave us your email for us to contact you as soon as the product is restocked. If the product is no longer in production we will contact you with a replacement product from the same brand. 

 

How does the online payment work?

Essentials.lk web store accept Visa, MasterCard and Maestro as modes of payment.

 

VAT and Customer Tax

All prices displayed on Essentials.lk web store are inclusive of VAT whenever applicable, and Essentials.lk is responsible for its payment.

 

 

My Account Registration

Why do I need to sign in?

Signing in at Essentials.lk web-store and creating a user account helps us to remember your details for future transactions. Your details will be stored under your account name and you will not have to enter them every time you shop at Essentials.lk web store.

You too will be able to keep track of the status of your order and a history of your purchases easily. You will be able to store, update and check products in your basket or wish list to be bought in the future and best of all you will be entitled to many more exclusive promotions available to our Essentials.lk members.

 

I have forgotten my password

Please click the forgotten my password link and insert your email address in the given box. We will send you a link to your inbox to create a new password.

 

How can I change my account details?

Your account details can be changed by logging in to your account. Once you click on My Account on the top header you will be able to access the account page. Click on the Account Information link on the left hand corner to change the password and click on Address Book to edit your contact details and address.

 

Why should I save my payment details?

Saving your payment details in your account makes your checkout process easier. Once you enter these details you will not have to re-enter every time you shop at Essetials.lk.

 

 

My Order

When will my order be dispatched?

Once your order is placed all the items will be dispatched within one working day.

 

How can I cancel or amend my order?

It is important that you contact us immediately if you wish to cancel or amend your order as orders made through Essentials.lk are dispatched on the following working day. 

 

How can I change the delivery address of my order?

Simply change your delivery address by logging into your account. Each customer can store two addresses for delivery and each address is displayed in My Account under Address Book.  Click on the Address Book link on the left side of the page to access and change any of the delivery addresses.

 

Why has my order been cancelled?

On rare occasions your order might get cancelled if the product that you ordered is out of stock or if the credit details you provided are invalid. If the product you ordered is out of stock we would inform you immediately via email and the price you paid will be reimbursed to you immediately.

However If your order has been cancelled without prior notice please contact us and we will assist you immediately.

 

I have been charged for a product that has not been delivered

If by rare occurrence you have been charged for an order, which has not been delivered to you due to lack of stocks or unavoidable circumstances please contact us immediately for a reimbursement.

 

Why haven’t I received my order?

Once the order is dispatched for delivery Essentials.lk will notify the customer via email.  Deliveries can sometimes incur slight delays due to various reasons which are outside of our control and Essentials.lk would only entertain complaints for lost items after eight working days from the date of dispatch for deliveries.

 

My order has arrived damaged

Although Essentials.lk takes extra care to ensure that the products you have ordered reaches you in the best of condition, some fragile products tend to incur damage during delivery. Please contact us for further details.

 

I have received the wrong item

In the event that you have received a different product instead of your order Essentials.lk will provide you with the item that you ordered initially. Please contact us immediately with details.

 

 

Return and Replacement Policy

Essentials.lk Return Policy

Items can only be returned to us provided that they are unopened, not used and in their original state with all packaging seals intact. The item must be returned within 7 days of dispatch. Please contact us for details along with original invoice.

 

What can I do if I no longer want the items bought from Essentials.lk?

You can return the items you purchased in its original state within 7 days and receive a full refund or a replace. Please state clearly your reasons for return and whether you'd prefer a refund or exchange, and the product you would like to exchange with.  Please contact us for further details.

 

How long does it take to process my return?

A product replacement or a refund for an unwanted product would take a few days from receiving the first product back.

 

Should I pay to return my product?

Yes. A customer has to sustain the postal charges for a regular returning of an item. Essentials.lk would only incur the postage charges if the item delivered is the wrong product, if damaged at delivery.