Refund policy
Returns & Refunds Policy
Last updated: 2 October 2026
At Essenza London, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return in accordance with the terms below.
This Returns & Refunds Policy applies to purchases made through the Essenza London online store.
1. 30-Day Return Policy
We offer a 30-day return period from the date you receive your order.
To be eligible for a return, the item must be returned in the same condition in which you received it. Items should be unworn, unused and, where applicable, include the original tags and packaging.
You will also need to provide your order number or another valid proof of purchase.
Your statutory rights under applicable consumer law are not affected by this policy.
2. How to Request a Return
To request a return, please contact our customer service team at:
Please include:
- your full name;
- your order number;
- the item or items you wish to return; and
- the reason for the return, where applicable.
Once your request has been reviewed, we will provide you with the relevant return instructions and, where applicable, the return address or return label.
Please do not send a return to any address without first contacting us and receiving return instructions.
Items returned without prior authorisation or without sufficient information to identify the order may take longer to process.
3. Right to Cancel
If you are a consumer purchasing online in the United Kingdom, you generally have a statutory right to cancel your purchase within 14 days of receiving the goods, without having to provide a reason, subject to the exceptions provided by law.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period by contacting:
After notifying us of your cancellation, you must return the goods in accordance with the return instructions provided.
Our voluntary 30-day return policy is provided in addition to, and does not limit, your statutory cancellation and consumer rights.
4. Condition of Returned Items
Returned products should be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would normally inspect an item in a physical shop.
Where applicable, products should be returned with:
- original tags attached;
- original packaging;
- accessories or components supplied with the product; and
- any other items originally included with the order.
We reserve the right, where permitted by applicable law, to reduce a refund to reflect any reduction in value resulting from handling beyond what is reasonably necessary to inspect the product.
5. Damaged, Faulty or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, faulty or you receive an incorrect product, please contact us at contact@essenzalondon.uk as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs showing the issue. This helps our customer service team assess the matter efficiently.
Where an item is faulty, damaged or not as described, we will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, repair, refund or other remedy required by law.
Nothing in this policy limits your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
6. Exchanges
If you would like a different size, colour or eligible product, please contact us at contact@essenzalondon.uk.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer an alternative where appropriate or process a refund in accordance with this policy.
7. Return Shipping
For eligible returns under our voluntary 30-day return policy, Essenza London offers free returns, provided that the return is initiated through our customer service team and the return instructions supplied by us are followed.
Where we provide a prepaid return label, please use that label when sending the item back.
For faulty, damaged, incorrect or misdescribed products, we will cover reasonable return costs where required by applicable law.
Please do not arrange an unauthorised return or send products to an address obtained independently, as we cannot guarantee that such returns will be received or correctly associated with your order.
8. Refunds
Once your return has been received, it will be inspected and processed.
If the return is approved, the refund will be issued to your original payment method.
Where you exercise a statutory right to cancel an eligible online purchase, we will refund the payments due to you in accordance with applicable UK consumer law, including the standard delivery charge where legally required.
If you selected a premium or expedited delivery service that cost more than our standard delivery option, any refund of delivery costs may be limited to the cost of the standard delivery option, as permitted by law.
We will not charge a fee simply for issuing an eligible statutory refund.
9. Refund Processing Times
Eligible refunds will be processed without undue delay and within the time limits required by applicable law.
For statutory cancellations involving returned goods, we may wait until we have received the goods back or until you provide evidence that you have returned them, whichever occurs first, where permitted by law.
Once a refund has been issued by us, your bank, card provider or payment provider may require additional time to credit the funds to your account.
Processing times after a refund has been issued are controlled by the relevant financial institution and are outside our direct control.
If more than 10 business days have passed since we confirmed that your refund was issued and you have not received the funds, please contact us at contact@essenzalondon.uk.
10. Original Delivery Charges
Where required under UK consumer law following a valid statutory cancellation, we will refund the cost of our least expensive standard delivery method.
Additional amounts paid for premium, express or other enhanced delivery options are generally not refundable beyond the amount that would have been charged for standard delivery, except where required by law.
11. Non-Returnable Items and Exceptions
Certain products may be excluded from cancellation or return where permitted by applicable law.
These may include:
- personalised or made-to-order products;
- products made specifically to a customer's specifications;
- goods that deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
- other products that are legally exempt from cancellation rights.
Any applicable product-specific restriction will be communicated where required.
These exclusions do not affect your statutory rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
12. Sale and Promotional Items
Unless clearly stated otherwise at the time of purchase, eligible sale or promotional items may be returned under our standard return procedure.
A promotion, discount or reduced price does not remove any statutory rights you may have under applicable consumer law.
13. Orders Not Received
If your tracking information shows an unusual delay, your parcel appears to have been lost in transit, or you believe your order has not been delivered, please contact:
We may investigate the shipment with the relevant delivery carrier before determining the appropriate resolution.
Your statutory rights regarding delivery are not affected.
14. Refused or Undeliverable Parcels
If a parcel is returned to us because the delivery address supplied at checkout was incorrect or incomplete, delivery was repeatedly unsuccessful, or the parcel was not collected when required, please contact our customer service team.
Any refund or reshipment will be handled in accordance with applicable law and the circumstances of the order.
15. Cancelling or Changing an Order Before Dispatch
If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at:
We will make reasonable efforts to accommodate your request.
However, orders may enter processing shortly after being placed, and we cannot guarantee that an order can be changed before dispatch.
If the order has already been dispatched, you may use the applicable return or cancellation procedure after receiving it.
16. Proof of Return
We recommend retaining your return receipt, tracking information or other proof of postage until your return and refund have been fully processed.
Essenza London may request reasonable evidence that an item has been returned where necessary to process a refund.
17. Statutory Consumer Rights
This Returns & Refunds Policy is intended to operate alongside your rights under applicable consumer protection legislation.
Nothing in this policy is intended to exclude, restrict or replace any statutory rights that cannot legally be excluded or restricted.
For UK consumers, relevant rights may arise under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
18. Contact Us
If you have any questions regarding a return, refund, exchange or cancellation, please contact us:
Essenza London
Operated by MATTHEW TIEMAN LLC
550 Ortega Ave
Mountain View, CA 94040
United States
Email: contact@essenzalondon.uk
We currently provide customer support by email. We aim to respond to customer enquiries as quickly as possible during normal business days.