FAQs

Here at The Essential 10 we want to provide you with the best service. If we do not answer the question you may have, please don’t hesitate to contact us at: theessential10company@gmail.com and we will get back to you as soon as possible.

SHOPPING WITH US AT The Essential 10-

Q: I received a discount code from you, how do I use it?
A: Please enter your discount code in the checkout page, underneath the product description.

Q: Can I use several discount codes in one order?
A: No, promotion and discount codes cannot be combined.

Q: Can I change or cancel my order?
A: Unfortunately, once an order has been submitted and we have sent out your shipping confirmation email, we no longer have the ability to make changes or to cancel the order.

Q: I placed an order but never received a confirmation email from you. What do I do?
A: Our confirmation emails are sent out automatically by our order fulfillment system. If you did not receive this email from us, kindly check your SPAM folder to see if your confirmation email was sent there.

PAYMENTS-

Q: What payment methods do you accept?
A: We accept visa, Mastercard, American Express, Shopify Pay, Apple Pay, Google pay, and Paypal. 

SHIPPING-

Q: How much do you charge for shipping?
A: Shipping for all orders within Australia is free! At the moment we are only shipping to Australia. We are sorry for any inconveniences, and are currently working on shipping international.

Q: How long will it take until my order arrives?
A: After processing and leaving the warehouse, items usually take between 13 and 20 business days to arrive at their destination via epacket, but can take longer from time to time.

Q: How long do I wait until my order is sent out?
A: All items are subject to a handling period before they are shipped. 99% of orders leave the warehouse within 2-5 days of payment. We will notify you by email when your items have been shipped.

Q: How do I know if my items have been shipped or not?
A: When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.
 
Q: Can you ship to my country?
A: At the moment we are only shipping to Australia. We are sorry for any inconveniences, and are currently working on shipping international.
 
Q: Where are your items shipped from?
A: All orders are shipped from our warehouses in China. As our items are stored in several warehouses, your order may be shipped in separate packages.
 
Q: The tracking site says delivered but I haven’t received my order yet.
A: Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait 2-3 more days for your postal service to deliver the package to your home or contact your local post office as they may be holding the item for you. 
 
Q: I ordered more than one item but have only received one of them. Why?
A: Please note that we source our products from various suppliers so it is not uncommon to receive a few packages from us at different times. If you did not receive a tracking number for an item you are expecting, please contact us at: theessential10company@gmail.com and we will gladly help you track it.
 
RETURNS-
Q: What if I receive a damaged or faulty product?
A: We are really sorry to hear this! If you have received a damaged or faulty product please email us immediately at theessential10company@gmail.com with the following information:
- Your order number (found on the original order confirmation)
- Which item is damaged
- A description
- Photographic evidence
Please do not try to mend any faults yourself as this will void the warranty of the item as we cannot prove the original fault.
 
Q: What if I am unhappy about my order and want to return it for a refund?
A: If you are unhappy with your order please contact us at: theessential10company@gmail.com and we will gladly sort out the issue with you.