Refund policy

Our 14-day skin guarantee

If an ESQ product doesn't suit your skin, tell us within 14 days of delivery and we'll refund it, even if it's been opened.

To claim, email juliet_bu@outlook.com with your order number, a few photos of the product and a short note on what happened. We'll reply within 2 working days. Once your claim is approved, you don't need to send the product back.

The guarantee applies to full-priced products.

Unopened products

Changed your mind? You can return sealed, unused products in their original packaging within 30 days of delivery for a full refund. Email us first and we'll send you the return details. Please don't send anything back without contacting us first.

Returns go to: 4 Sussex Road, Tokai, Cape Town. Return shipping is paid by you.

Damaged, faulty or wrong items

Please check your parcel when it arrives. If anything is damaged, faulty or not what you ordered, email us a photo as soon as possible and we'll replace or refund it at no cost to you, including delivery.

Cancellations

You can cancel an order before it's dispatched. Please note that cancelled orders carry a 10% admin fee for processing the refund.

Sale items and gift cards

Sale items and gift cards can't be returned or refunded unless they're faulty.

Refunds

Once your refund is approved, it goes back to your original payment method within 10 working days. Your bank may take a few extra days to show it. If it's been longer than 15 working days, email us at juliet_bu@outlook.com.

Orders delivered outside South Africa

If your order is delivered to the European Union or UK, you can also cancel or return it within 14 days of delivery for any reason, as long as it's unused and in its original packaging.

Your rights

This policy doesn't affect your rights under the Consumer Protection Act.

Questions?

Email juliet_bu@outlook.com or call 082 903 8851.