Orders & Deliveries

We apologise for the inconvenience caused by not receiving your order. To help you locate your order, we suggest checking the following points:

• Did your postman leave a delivery card indicating where your order was left?
• Have you checked the map of the delivery location within the tracking link to confirm the delivery address?
• Have you thoroughly searched all safe places, such as porches, wheelie bins, and sheds?
• Have you reached out to your neighbours to confirm that they did not receive the order on your behalf?
• Have you verified that the delivery address on your order is correct?

If you have checked all of these points and still cannot locate your order, please don’t hesitate to contact our Customer Service team here for further assistance. To provide you with the best possible support, we need to be informed as soon as possible after the tracking information indicates that your order has been delivered. Unfortunately, we won’t be able to assist with any inquiries if we are notified more than 14 days after the tracking indicates delivery.

We apologise for any inconvenience caused by the damaged items you received.

At Escentina, we take great care in packaging, and we are sorry to hear that the items were damaged during transit. To resolve this issue, please contact our customer service team as soon as possible here.

To help us address the issue quickly and efficiently, kindly include clear photos of the damaged items and outer packaging. It’s important that you refrain from disposing of anything until you’ve captured images of the damage, as this will greatly aid us in processing your claim. Please be aware that any claims regarding delivery damage must be reported within 7 days of receipt for us to effectively assist you.

Our team will work with you to resolve the issue promptly.