FAQs

Can I change/cancel an order?


Once an order has been placed in our system, we cannot alter it and therefore we cannot add or remove items.

If you wish to cancel or change items of the order you placed, we can try to do this for you up until the point that the order has been packed and sent for Shipping. If we cannot cancel the item of the order for you please return it back to us via our returns process.

For more information about returns please click here.




How do I know it is safe to shop with you?


Your privacy is very important to us and we work hard to make sure that your details are protected and not released to other parties. Find out how we keep your details safe on our Privacy Policy page.

Regarding payments, we use Stripe as our payment processing partner. Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can be rest assured that your information is safe and secure when shopping with us. You can learn more about Stripe here.




If I place my order now, when will I receive it?


You will have different shipping options depending on your location and the items you want to purchase. For more details, you can jump to our Shipping & Delivery page by clicking here.




Is there somewhere I can go to view and try the product before buying?


Unfortunately, at the moment we do not have a physical store and for safety reasons, we cannot let customers in the Fulfilment Centre. If you have any product related questions, please contact us. We also offer 14-day returns - so feel free to purchase your item(s) and if they are not quite right, you can send them back. Please check out our Returns Policy here.




Do you have a size guide?


Yes! Please follow this link to have a look at our Size Guide.




What payment options do you offer?


We currently accept the following payment methods:

● Credit Сards (Mastercard, Visa, American Express); available worldwide.
● Paypal; available worldwide.
● Debit Cards and Direct Debit are available in some countries.
● Digital wallets Google Pay & Apple Pay are available when using the appropriate device.

You will find all of your available options at Checkout.

Please note that all payments are processed in GBP - British Pound (£).

Bear in mind that if you want to use PayPal you will need to have an account with them, ESSENTIAL ITEMS cannot set these accounts up for a client and is unable to support with any issues relating to these accounts.




In which currency are your prices shown?


All prices on ESSENTIAL ITEMS website are shown by default in GBP - British Pound (£) and are inclusive of VAT.

If you are placing an order from outside the United Kingdom, please double check the currency shown on the website.


If you would like the prices to be shown in a different currency, please change currency in our currency selector. You can find it on the top right of the page on desktop or in the footer on mobile.

Please note that all payments are processed in GBP - British Pound (£).

Please also note that all international packages may be subject to duties and taxes and our prices are not inclusive of those. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information before placing an order.




How do I know my order was successful?


When your order is confirmed, you will receive an E-mail Confirmation from us. This should arrive within the hour of purchase and can sometimes land in the junk or spam folders so please check those before contacting us.




How long will it take for an out of stock item to be available again?


Most of our stock is core and we are constantly manufacturing them although some items may not be restocked once sold-out. If you need to know about a specific item, please contact us specifying product name together with size/colour and we should be able to give you a rough idea of when it is coming back to stock.




Can I change my delivery address after an order was placed?


Once an order has been placed in our system you cannot change the address under your ESSENTIAL ITEMS account. There is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.

Due to the fast turnaround time for our orders we cannot promise that we can update the address on an order already placed in our system but we will do our best to help you out.

The best way to update an address on your order is by sending us an e-mail via our Contact Us section.




How do I know if my order has been delivered?


You will be able to find the delivery details of your order under your ESSENTIAL ITEMS account or in the e-mail sent by us when your order was shipped. If you are unable to locate this information please contact us. If your order has been delivered to your address but you are unable to find it please check your surrounding areas for the order to see if the driver might have put it in a safe place where it's not visible from the street or left it with a neighbour. You do not need to sign for your deliveries as we do not offer signature upon delivery for item/s shipped from us.

For more details about tracking an order please click here.




Do you ship internationally?


Yes, we offer worldwide shipping to most countries. Please check our Shipping & Delivery area for more details.

We currently ship to the below countries; please let us know via our Contact Us section if you are interested on buying our items from outside the areas we currently ship to:

CURRENT ITERNATIONAL SHIPPING COUNTRIES

WORLD ZONE ONE: Austria · Belgium · Canada · Czech Republic · Denmark · France · Germany · Italy · Luxembourg · Netherlands · Slovakia · Spain · United States

WORLD ZONE TWO: Bulgaria · Croatia · Cyprus · Estonia · Faroe Islands · Finland · Greece · Greenland · Hungary · Iceland · Ireland · Latvia · Lithuania · Monaco · Poland · Portugal · Romania · Slovenia · Sweden · Vatican City

WORLD ZONE THREE: Albania · Australia · Belarus · Bosnia · Brazil · Cambodia · China · Chile · Hong Kong · Indonesia · Japan · Laos · Liechtenstein · Macau · Macedonia · Malta · Mexico · Moldova · Montenegro · New Zealand · Philippines · Serbia · Singapore · South Korea · Taiwan · Thailand · Ukraine · Uruguay · Vietnam




Where can you deliver my order to?


For more details about Shipping & Delivery please click here.




Have you received my return?


We will send you an e-mail once we receive & process your return.

We also recommend using a traceable service to return your items so that you can track the return on the selected courier's website. For more details about Returns please click here.




I received something different than what I ordered?


We're so sorry to hear that you received something you didn't order. Please contact us as soon as possible.




What do I do if I'm not happy with my item?


We're so sorry to hear that you might not be happy with the item you received. We aim to provide our customers with products of the highest standard and quality and want to help you resolve this as soon as possible. We understand that online shopping can be tricky as you cannot physically feel or see the item prior to purchase. You can return the item back to us if you're not happy with it as long as the item complies with our Returns Policy. To find out more please click here.




How can I provide feedback about a product?


We value customer’s opinion and would love to know about your experience shopping with us. Please click here if you want to leave us feedback.




What are cookies? Do I need to enable cookies in my browser?


Cookies are small amounts of data sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled'. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers.

Cookies need to be enabled on your browser for our website to work properly. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information.

For more information about how we use cookies, please check our Cookies Policy.




Do you ship to PO boxes?


Unfortunately, we are not able to send any packages to a PO box in any of the countries we deliver in – please use a Home or Work address to ensure delivery of your items.