Eternal Essence Terms & Conditions

Data Collection, Usage, and Safety

Eternal Essence collects and stores various pieces of personal information for various uses, including transactions, marketing, and improving customer experience. You can view all the details of this process in our PRIVACY POLICY.

Eternal Essence Media and Content

Here at Eternal Essence, we aim to provide updates and offers through our various social media sites, and facilitate those along with transactions on our home website. To protect our brand, the content presented on all our platforms is subject to and protected by UK copyright legislation. We do not permit any attempts to modify, copy, reproduce or distribute anything produced by us on any of these sites or platforms without prior authorisation.

Orders & Transactions

We have optimised our website to make your online shopping experience as simple and smooth as possible. Once you have completed the payment, we immediately start to process and deliver your order within the specified time frame. To make the process easy for both parties, we ask that you check all the details you have entered to make sure they are correct. Eternal Essence accepts no responsibility for errors in the details provided by the customer. We will send an E-mail to confirm the order you have placed once it has gone through successfully. You will receive a follow-up E-mail once your order has been dispatched to the address provided. We accept payments from all major credit/debit cards.

We occasionally run limited-time offers where a certain combination of items in the basket present a fixed discount (such as a combination of wax melts and a burner). This sort of discount can only be used once per order per discount type (so you can use multiple discounts if they apply, provided they’re all different). For location-specific discounts, the location is determined by the Town/City used in the delivery address.

Shipping

Eternal Essence utilises a variety of private couriers and postal companies, as well as public services such as the Royal Mail. Until further notice, we are only able to ship orders to the UK Mainland. All your shipping details will be provided in the E-mail sent to you once your order has been shipped. If you do not receive your order within the time frame given, contact us as soon as possible as order tracking is available for a limited time, and resolving the issue may take longer/prove impossible should more than 1-month pass since the latest arrival date of your order.

Complaints, Cancellations, Returns, and Refunds

Here at Eternal Essence, we pride ourselves on quality; both in regard to our products and our customer service. Before each order is packed and shipped, we inspect each product to make sure it is safe, presentable, and in a usable condition. If however, you do receive a broken, damaged, or otherwise unacceptable package, we urge that you contact us as soon as possible. If the parcel appears soaked, damaged, or is already open, we suggest not accepting it from the courier and contacting us immediately. For any of these issues, E-mail contact@eternalessencehome.co.uk with your contact details, order number, and a description of the issue; preferably with supporting evidence such as photographs. If more than 48 hours have passed since receiving faulty/incorrect goods, it may be harder for us to process your complaint. After your order has been placed (but before it has been shipped), it may be possible to cancel your order and receive a refund directly to your account. If your order has been shipped, we allow a 14 day returns policy from when the order has been received. We issue refunds on the basis that products are returned within the given timeframe and in a saleable condition (no signs of use, intact and presentable packaging, not been tampered with). If either of these conditions has not been met, we reserve the right to decline the refund request on the basis you have broken the terms and conditions specified here.