We answer your questions
How do I find my order number?
If you don't remember your order number, you can check the confirmation email you received after your purchase. It is located at the top of the confirmation email followed by a # (eg #1212). (If you haven't received it, check your spam folder just in case)
track my order
Remember that our shipments in the Peninsula take between 2 and 4 working days once the order has been prepared for shipment. Therefore, if you are still within this period, do not worry because it is most likely on its way.
Orders are prepared Monday through Friday. Orders placed during the weekend or on public holidays will be processed from the next business day.
All orders are carefully prepared in our workshop, so they must arrive in perfect condition. If, on the contrary, this is not the case, please contact us.
Estimated delivery times for embroidered garments are 15 to 20 business days , since each garment is made uniquely for each client.
The estimated delivery times for a non-personalized garment is 5 to 7 business days .
If your order has not yet been sent, it may be caused by a lack of supplies . In this case, contact us and we will solve your doubts and inform you of the status of your order.
Due to the saturation of the promotional periods: Black Friday, Cyber Monday and Christmas, some shipments may suffer a delay of up to 30 days in delivery. If your order has not been delivered in a reasonable time, contact us.
Can I edit my order?
If at the time of placing the order you have made a mistake by putting some information, we will not be able to modify it because it passes to the production chain (in the case of personalized garments) or shipping (in the case of non-personalized garments) in such a way automatic.
My order has not arrived
Remember that our shipments in the Peninsula take between 2 and 4 working days once the order leaves our logistics center. Therefore, if you are still within this period, do not worry because it is most likely already on its way. If you have any questions about the status, do not hesitate to send us an email from our contact section.
We work very hard so that our garments are of the highest quality and do not have any defects. But even for us it's hard to keep everything under control. However, if you have a problem with a faulty or damaged item, please send an email from our contact section so we can urgently review the matter and arrange a replacement as soon as possible. This defect must be notified to our customer service, a maximum of 72 hours after receiving the package. We are not responsible for defects caused by misuse of the garment (washing, ironing, stains, etc...).
cancel my order
Once your order is placed, it automatically goes directly to our production chain, either to leave the warehouse at your home (in the case of non-personalized garments) or to include your garment in the embroidery chain. For this reason, if your order has already been prepared or sent to embroideries, you will have to wait to receive it and proceed with the return.
RETURNS & EXCHANGES
We do not make changes once an order has been placed. If you purchase an item at WWW.ESENZIASHOP.ES and you would like another size/color/product, make the return by clicking here and place a new order.
Changes will not be accepted for the following products:
Changes or personalized products (embroidered city/classic products) with any city name, more than 1 initial or any type of flag will not be accepted.
Esenzia offers you, on selected items, the personalization service, at an additional cost. The personalization techniques used are embroidery.
Embroidery is available on selected textile items that offer the possibility of customization with the following features:
Maximum four initials (with period; eg, ABCD). Points will be applied to all initials.
All the garments that have a city will be automatically written in English (so some names will be modified and even will not have a tilde) for reasons of design and characteristics of our garments.
The position of the initials will be fixed on the left chest replacing the word Esenzia. Once you have completed your order, you will not be able to modify the text.