FREQUENTLY ASKED QUESTIONS

ORDERING
PAYMENT
DELIVERIES
RETURNS
GIFT CARDS
COMPLAINTS & QUESTIONS

 

ORDERING

How do I place an order?

It's very easy to place an order on the Essentiel Antwerp website. Once you have selected the size and color of your favourite item, click on the ‘Add to shopping bag’ button. When you have finished adding items to your shopping bag, select a delivery method and a payment method. After your payment has been accepted via Ogone's secure website, you will receive an e-mail confirming your order. We will send you another e-mail when your order has been shipped.

 

How do I register as a new customer?

To register as a new customer, click on ‘Sign in’. You will be able to enter your e-mail address and a password of your own choosing. We will then ask you to enter a number of details in order to complete your registration. Each time you place an order, you will be given the option of changing your details, adding a new delivery address or editing an existing address.

 

What will happen with my personal details?

Your personal details will only be used for the purposes of managing your order, the after-sales service and for sending you information about Essentiel Antwerp. We will never pass on your details to third parties. For further information, please consult our privacy policy.

 

I have forgotten my password. What should I do?

If you have forgotten your password, you can request a new one. To do so, select ‘Forgot your password?’ under the ‘Sign in’ tab. You will then be sent an e-mail containing a new password.

 

Which products are available in this web shop?

This web shop features a selection of items from the women's and men's collection of Essentiel Antwerp, as well as the accessories. On a regular basis, it also features products which were specifically developed for sale online and which cannot be found in the regular Essentiel Stores.

 

How do I choose the right size?

For all articles except accessories, you will find a link to the size chart. For most products, we will also tell you the sizes the model shown in the photo is wearing.

 

How can I find out if a specific product is available in an Essentiel Store?

Unfortunately our Customer Service department cannot tell you the current stocks in the Essentiel Stores. This is because an article could be purchased by a customer at any time.

If you wish to find out whether a specific product is available in a specific shop, it is best to contact the shop in question directly. You will find all the addresses and telephone numbers on the Our stores page.

 

How can I be certain that my order has been placed?

As soon as your order has been placed and payment has been confirmed, you will receive an e-mail confirming your order. You will then receive another e-mail as soon as your package has been shipped.

In addition, you can always view the status of your orders online, under ‘My account’.

 

In which countries can I place orders online?

We currently only ship and support services within the EU*. If you are based outside the EU and still wish to purchase from our website, you can do so on your own initative by using an independent parcel forwarding service. There are a number of them (depending on your location) which offer an effective workaround solution in global delivery.  Subscribe to our newsletter to keep up to date on new shipping destinations when they're added.

*We do not deliver in Malta.

 

How can I use a discount code?

If you have received a discount code, you can enter this code when you confirm your order, in the ‘Discount codes’ box. The discount to which you are entitled will then be deducted automatically.

 

Does this web shop have promotions or sales?

You will find the same promotions and sales in this web shop as in the Essentiel Stores. Please note that the promotion periods may vary from country to country.

 

Can I also use Essentiel gift cards to pay for an online order?

Yes! On each gift card you will find a barcode with a code underneath. This code is to be used in the order process. After reviewing and confirming your order, enter the code in the ‘promotional code’ field in the shopping cart during the check out process.

 

Can I also buy Essentiel gift cards in the web shop?

You can buy gift cards in our regular stores (find them here) and on the web shop. In our online shop, you can choose between 2 types of gift cards: a gift card by email or a gift card by post.

 

Can I also place an order for my company through this website?

If you wish to place an order for multiple items, it is best to contact our specialist Wholesale department. To do so, you can use our contact form.

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PAYMENT

How can I pay on this site?

In order to pay for your purchases on this site, you can choose from the following payment methods:

    • Credit cards: Visa, MasterCard, American Express and Carte Bleue for French customers
    • Debit cards: Bancontact/Mister Cash, Maestro
    • Online banking: Sofort, KBC Online/CBC Online, ING Homepay, Belfius Direct Net for Belgian customers and iDEAL for Dutch customers
    • Paypal
 

Are my payments secure?

To ensure that your payments are secure, we work with Ingenico (formerly Ogone). The security system used by Ingenico / Ogone is one of the most reliable and secure systems in the world. Essentiel does not have access to the confidential payment details of our customers, nor do we save these details.

 

What if my payment is declined?

A payment can only be declined by your bank; this has nothing to do with Essentiel. Depending on the payment method you have chosen, you will also be given a reason for the refusal. You can then contact your bank or select a different payment method.

Your order will only be processed once your payment has been confirmed.

 

Can you send me an invoice made out to my company?

You will receive an electronic invoice for each purchase. However, if you wish to receive an invoice which is made out to your company, please contact our Customer Service department via our contact form.

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DELIVERIES

How will my purchases be delivered?

You can opt for delivery to an address of your choice (your home, work or other) via UPS.

 

How much do you charge for delivery?

We offer free delivery on orders over €150. For other orders, the following rates apply:

 

ZONE 1 (UPS)

ZONE 2 (UPS)

ZONE 3 (DPD)

CHARGE   7.5 EUR 15 EUR 15 EUR

 Zone 1: 
Belgium, France, Germany, Luxembourg, The Netherlands
Zone 2:
Austria, Cyprus, Denmark; Greece; Hungary, Ireland, Poland, Portugal, Slovenia, Slovakia 
Zone 3:
Bulgaria, Croatia, Czech Republic, Estonia, Finland, Italy, Latvia, LIthuania, Romania, Spain, Sweden


What happens if I am not at home when the carrier tries to deliver my order?

Essentiel Antwerp works with both UPS and DPD to offer the best possible service in a range of countries. When opting for delivery to an address within EU,  you can easily add or edit an address each time you place an order. This means it is perfectly possible to have one order sent to your home and the next to your workplace, for example. When opting for delivery to an address within EU,  you can easily add or edit an address each time you place an order. This means it is perfectly possible to have one order sent to your home and the next to your workplace, for example.

UPS delivers on working days between 8 a.m. and 6 p.m. If nobody is home, UPS will leave a note which can be used to request another delivery attempt, either to the same address or to another address (e.g., your work or home). If you fail to arrange a new delivery within 3 weeks of confirming the order, or if you are once again absent when UPS tries to redeliver, the order will be returned to Essentiel Antwerp. We will then contact you to arrange the delivery of your order. In this case, you may be asked to pay the additional delivery costs.

 

If I place an order on this site, can I collect it from an Essentiel Store?

No, this is not possible.

 

When will my order be delivered?

Essentiel will make every effort to deliver your order as quickly as possible. We aim to deliver your order within the number of days shown for your country below.

 

ZONE 1 (UPS)

ZONE 2 (UPS)    

ZONE 3 (DPD)    

ESTIMATED DELIVERY TIME  1-2 business days* 2-4 business days* 2-5 business days*

*Delivery times go into effect the business day after you place an order and are indicative

Zone 1: 
Belgium, France, Germany, Luxembourg, The Netherlands
Zone 2:
Austria, Cyprus, Denmark; Greece; Hungary, Ireland, Poland, Portugal, Slovenia, Slovakia 
Zone 3:
Bulgaria, Croatia, Czech Republic, Estonia, Finland, Italy, Latvia, LIthuania, Romania, Spain, Sweden

Delivery rules and restrictions:

  • Please note that Saturday, Sunday and bank holidays are not classed as business days.
  • If you have not received your delivery within the number of days shown for your country in the table above please track your order or contact our Customer service at service@essentiel-antwerp.com .
  • Please note that an order placed on Friday afternoon or at the weekend will only be processed on Monday.
  • During busy periods, such as the end of the year or during the sales, delivery may take a little longer.
  • In principle, an order placed before 1 p.m. on business days will be dispatched the same day.

How will you keep me informed of the delivery status of my order?

As soon as we dispatch your package, we will send you an e-mail with a tracking code, to follow the process of your parcel.

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RETURNS

Which conditions must be satisfied by a product I wish to return?

    • It must be in new condition.
    • It must be in its original packaging, including the Essentiel price tag and brand label.
    • It must be unworn and unwashed.
    • It must be complete (i.e. together with all items such as a belt, keychain etc. which came with the original product).
    • It must be packaged in a sufficiently sturdy and neutral box (not showing a logo), so that we receive the product in an undamaged condition.


How can I return an order?

If you would like to return an order, log into ‘My account’ and go to the order you wish to return. Click on the order containing the product you wish to return and then on ‘Return’. You will then see a returns form on the screen which you must complete and print out. This returns form must be added to the package you are returning.

You can find all the details in our return policy.

 

How long do I have to return an order?

You have 14 calendar days to return an order, calculated from the day following the delivery of the product.

Once you have requested a return by completing the returns form on the website, your returned package must reach us within 7 days.

 

How much does it cost to return an order?

Return costs are carried by the customer. You can chose your own shipping method, but we strongly recommend shipping with tracking option, as you are responsible for the package until it reaches our offices:

Essentiel Antwerp - Web Shop
Arenbergstraat 21
2000 Antwerp
België 

 

Can I also return an online order to an Essentiel Store?

Unfortunately, it is currently not possible to return an order placed online to an Essentiel store.

 

Will I get my money back if I return an order?

If the product you are returning satisfies all the conditions (in new condition, in its original packaging, unworn and unwashed etc.), the purchase price of the returned product will be refunded within 30 days. Only the amount actually paid will be refunded. You will be sent a credit note by Essentiel.

 

Will the postage costs be refunded if I return an order?

Postage costs will only be refunded if you received a product which was not the product you ordered or if the product was damaged when you received it.

 

Can I exchange a product?

If you wish to exchange a product for a different product or a different size or colour, you must return the product which you originally ordered and place a new order for the product you would like instead.

If the returned product satisfies the conditions, we will refund your payment and send you a credit note.

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GIFT CARDS

Where can I buy Essentiel Antwerp gift cards?

You can buy gift cards in our regular stores (find them here) and on the web shop. In our online shop, you can choose between 2 types of gift cards: a gift card by email or a gift card by post.

 

Where can I use Essentiel Antwerp gift cards?

Gift cards can be redeemed in any of our stores (find them here) and in our online stores available in Belgium, France, The Netherlands and Luxembourg.

 

What is the difference between a gift card by e-mail and a gift card by post?

The gift card by e-mail will arrive by e-mail almost instantly. The gift card by post will be sent to you or the lucky recipient by post, free of charge.

 

Why is the amount of a gift card limited to 250 Euro?

The maximum amount of a gift card is limited to € 250 for security reasons. If you wish to buy a gift card for a higher amount, you have the possibility to order multiple gift cards by changing the number you put in your basket.

 

Why is it not possible to order a gift card by post together with other products and have them sent to different addresses?

Orders in the Essentiel Antwerp web shop can only be shipped to one address at a time. If you wish to have a gift card by post to be sent to a different address then the products you are ordering, you should create a separate order for the gift card.

 

How long are gift cards valid?

Essentiel Antwerp gift cards remain valid indefinitely.

 

How can I use gift cards for buying online?

On each gift card you will find a barcode with a code underneath. This code is to be used in the order process. After reviewing and confirming your order, enter the code in the ‘promotional code’ field in the shopping cart during the check out process.

 

Can I return a gift card?

Gift cards cannot be returned and may not be exchanged for cash or any other payment, not even partially.

 

What happens when my total order is less than the value of my gift card?

When you buy or order for an amount that is smaller then the value of your gift card, you will receive a new gift card with the remaining balance. In case of an online order, you will receive the gift card with the remaining balance by e-mail.

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COMPLAINTS & QUESTIONS

How do I contact the Customer Service department of Essentiel Antwerp?

Essentiel's Customer Service department can be contacted by filling out our contact form. We will treat your questions on working days from 9 a.m. to 5 p.m. We will make every effort to answer all your questions within 24 hours.

 

What happens if I receive a wrong product?

We process all our orders with great care, but things can occasionally go wrong nonetheless. If you receive a product which is not what you ordered, you can return it by means of the normal returns procedure (free of charge if you use Kiala). As soon as we have received the returned product in good condition, we will refund the total amount paid (incl. the postage costs) or we will send you the right product if it is still in stock.

 

How do I report a complaint?

You can report all complaints to the Customer Service department, using the contact form. We will make every effort to answer all your questions within 24 hours.

 

How can I keep track of what's happening in the Essentiel Antwerp web shop?

To be kept informed of all new developments in our web shop (new trends, collections, sales etc.), it's best to sign up for our newsletter. You can also follow us on Facebook, Twitter and Pinterest.

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