Frequently Asked Questions

All orders are dispatched from our warehouses in Europe.

For logistical reasons, the sender indicated on the label may correspond to the warehouse responsible for shipping, and not directly to Essentua.
This allows for faster delivery and easier recovery of the order in case of loss.
Shipping is always managed by the Essentua team and monitored by us until delivery.

Orders are processed within 24 to 48 business hours after payment confirmation.

Portugal (Mainland): 3 to 5 business days

Peninsular Spain and Balearic Islands: 2 to 4 business days

Europe: 5 to 10 business days (variable depending on destination)

For more information, please consult our shipping policy here.

Shipping to mainland Portugal

• 0 kg to 4.99 kg → 4.95 €
• 5 kg or more → 9.95 €
  

Shipping to mainland Spain and Balearic Islands

• 0 kg to 4.99 kg → 4.95 €
• 5 kg or more → 6.95 €
  

Shipping to Europe
(Includes countries such as Austria, Belgium, France, Germany, Italy, Netherlands, and Luxembourg.)

• 0 kg to 4.99 kg → 7.95 €
• 5 kg or more → 9.95 €
  
  

For more information, please consult our shipping policy here.

Yes! Once the order has been processed, you will receive an e-mail with the tracking number and a link to track your shipment.

Should your order not arrive within the estimated timeframe, we will open an incident report with the carrier to locate the package.
If the loss is confirmed, you can choose between receiving a new order or a refund.

Yes. Before making any return, please contact us via email at info@essentua.com so we can assess if the return reason is valid and to receive the correct return instructions.
Do not send returns to the sender's address indicated on the label, as these orders may not be received.

We currently ship to Portugal, Spain, and most European Union countries.
If you require shipping to European islands or countries outside the EU, please contact us at info@essentua.com so we can assess the available options.

Yes, the prices shown include packaging and handling.
We do not send orders to PO boxes.

Yes. You have the right to return your order within 14 calendar days of receipt, provided the product is in the same condition as received, with no signs of use, with intact tags, in its original packaging, and accompanied by proof of purchase.

Simply send an email to info@essentua.com stating the order number and reason for return.
After reviewing the request, we will provide the shipping instructions and destination address.
⚠️Returns not previously authorised will not be accepted.

Shipping and return costs are, as a rule, the customer's responsibility. However, if the product received is damaged, defective, or does not correspond to the item ordered, Essentua will cover all costs associated with the return or replacement.
Refunds, when applicable, will only be for the value of the returned products, excluding shipping costs in cases where there is no defect or shipping error.

Always check your order as soon as you receive it.
If the product is damaged, defective or incorrect, contact us immediately at info@essentua.com, so we can assess the case and propose a solution (reshipment, replacement or refund).

Some images are provided by the manufacturers and may be for illustration purposes only.
Small variations in design, colour, or packaging are not considered defects, as long as they comply with the licensor's guidelines.

We do not offer direct exchanges.
If you wish to purchase another product, you must return the original item and, once the return is accepted, place a new order.

Once we receive and inspect the return, you will be notified by email.
If the refund is approved, it will be processed using the same payment method (or another agreed upon) within up to 10 business days.
The time it takes for the amount to become available depends on your bank or card issuer.
If more than 15 business days have passed and you still haven't received your refund, please email us at info@essentua.com

At Essentua, you can pay quickly and securely using:

• Credit or Debit Card (Visa, Mastercard, American Express, Maestro)
• Shop Pay (fast payment with saved details)
• Apple Pay and Google Pay (direct payment via mobile phone or compatible browser)
• Multibanco (available only for Portugal)
• MB WAY (available only for Portugal)

All payments are processed securely through Shopify Payments, with encryption and PCI DSS compliance.

At the end of the purchase, a Multibanco reference will be generated.
You can pay it at any Multibanco ATM or through your banking app.
Confirmation is made automatically after payment; you do not need to send proof.
The reference is valid for 24 hours.

When choosing MB WAY, you will receive a notification in the MB WAY app on your mobile phone.
You will have 5 minutes to approve the payment. Once you do, the order will be confirmed.

Shop Pay is Shopify's accelerated checkout method.
It allows you to securely save your shipping and payment information for future purchases at Essentua and other stores using Shopify.

Yes. If you have Apple Pay (on Safari/iPhone) or Google Pay (on Android/Chrome), you can pay immediately without entering card details; just confirm the payment with your device.

Yes. All payments are processed through encrypted connections (SSL) and comply with international security standards PCI DSS.
Essentua does not store bank or card details.

Yes. At checkout, you can enter your tax identification number (NIF) and billing details.
The invoice will be automatically issued based on the information provided, even if you don't include the NIF, and sent by email.

If the payment was not completed or you received an error message, please check:

• If the data is correct
• If the card limit has not been reached
• If the MB WAY app has active notifications

If the problem persists, contact us at info@essentua.com, indicating the order and payment method used so we can confirm any error.