Shipping Protection

Shipping Protection protects your entire ESSNTL order while it is in transit. If your parcel is lost, stolen, damaged, or does not arrive as expected, we will help resolve the issue by sending a replacement or issuing a refund where applicable.

It covers the full parcel connected to the protected order, not only one individual product. This includes eligible cases where the package is lost in transit, stolen after delivery, damaged during shipping, or arrives with items missing because the parcel was damaged or opened.

Yes. For a small additional cost, your entire order is protected against the most common delivery problems. It gives you extra peace of mind and means you will not be left without your order or your money if something goes wrong during delivery.

If the tracking stops updating and the parcel is confirmed or reasonably considered lost, contact our support team with your order number. Once the claim is reviewed and approved, we will arrange a replacement shipment or refund the eligible amount.

Contact us as soon as possible and provide clear photos of the parcel, packaging, shipping label, and damaged items. After reviewing the evidence, we will arrange an appropriate replacement or refund for the eligible damaged items.

If the carrier marks your parcel as delivered but you cannot locate it, first check the delivery location, household members, neighbours, reception area, and any safe place shown by the carrier. If it still cannot be found, contact us and we will review the case under Shipping Protection.

Depending on product availability and the circumstances of the approved claim, we may send a replacement order or issue a refund for the eligible amount. Our support team will explain the available resolution after reviewing your claim.

Contact our customer support team and include your order number, a short explanation of what happened, and any available evidence such as tracking information, delivery photos, or photos of damage. Claims should be submitted as soon as the issue is discovered.

Yes. When Shipping Protection is purchased together with an ESSNTL order, it applies to the eligible contents of that protected shipment. You do not need to purchase separate protection for every item inside the same parcel.

Shipping Protection should be added before checkout and purchased as part of the same order. Once an order has already been processed or shipped, protection usually cannot be added retrospectively.

No. In some cases, we may still need to contact the delivery carrier or wait for a carrier investigation before confirming the final resolution. Shipping Protection makes sure we can properly support you once the required information has been reviewed.

Shipping Protection does not cover incorrect delivery information entered by the customer, parcels refused by the recipient, normal shipping delays, orders collected by the customer or someone at the delivery address, or issues reported without the information needed to verify the claim. Claims may also be declined where there is evidence of fraud, abuse, or repeated misuse.