1. Shipping
Free delivery for orders over 59 EUR, including VAT, is done using standard delivery terms.
Approximate Standard delivery times are the following:
- United States – 2-7 working days
- Canada – 5-16 working days
- Romania, Germany – 3-5 working days
- Austria, Belgium, Denmark, Finland, France, Italy, Hungary, Luxembourg, Netherlands, Slovakia, Czech Republic, United Kingdom – 4-6 working days
- Iceland, Sweden, Ireland, Poland, Spain, Switzerland, Portugal, Estonia, Latvia, Lithuania – 5-7 working days
- Singapore, Japan, Malaysia, Taiwan – 5-7 working days
- Australia and New Zealand – 10-21 working days
- Rest of the world – 10-30 working days
* Not including order processing time.
Approximate Express delivery times are the following:
- EU – 2-4 working days
- Outside EU – 4-6 working days
* Not including order processing time.
Order processing time: 1–2 business days (Mon–Fri). Orders placed after 12:00 EET or on weekends/holidays are processed the next business day.
2. Customs & taxes
Some destinations outside the EU may charge import duties, taxes or handling fees on delivery. These are paid by the recipient and are not included in our product or shipping prices. If the parcel is refused, we may deduct the actual shipping/return costs from the refund.
3. Returns
At Essences Bulgaria, we are committed to providing high-quality products and exceptional customer service. If, for any reason, you are not completely satisfied with your purchase, we offer a straightforward return and refund process.
4. Eligibility for Returns
- Timeframe: You have the right to return products within 14 days of receiving your order.
- Condition: Items must be unused, in their original packaging, and in the same condition as when you received them.
- Non-Returnable Items: Opened products are not eligible for return.
5. Return Process
To initiate a return:
- Contact Us: Email us at contact@essences-bulgaria.com within the 14-day return period to inform us of your decision.
- Return Authorization: We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions.
- Shipping: Securely package the items and include the RMA number. Ship the package to:
- Essences Bulgaria, 87 Alexandrovska Street, Ruse 7000, Bulgaria
- Shipping Costs: Customers are responsible for return shipping costs and for any customs duties, taxes, or fees incurred during the return process.
- Shipping Method: We recommend using a trackable shipping service or purchasing shipping insurance.
6. Refunds
Once we receive and inspect your returned item:
- Processing Time: Refunds will be processed within 14 days.
- Refund Method: Refunds will be issued to the original payment method unless otherwise agreed.
- Deductions: Shipping costs are non-refundable. If you received free shipping, the actual shipping cost may be deducted from your refund.
*If your order qualified for free shipping and you return it in full, we reserve the right to deduct the original shipping cost we incurred.
7. Exchanges
If you wish to exchange an item for a different product:
- Process: Return the original item following the return process above and place a new order for the desired item.
- Conditions: Exchanges are subject to product availability.
- Shipping Costs: Customers are responsible for return shipping costs and for any customs duties, taxes, or fees incurred during the return process.
- Processing Time: The refund for the returned item will be processed within 14 days.
- Refund Method: Refunds will be issued to the original payment method unless otherwise agreed.
- Damaged or Defective Items
- If you receive a damaged or defective product:
- Contact Us: Within 7 days of receiving the item, email contact@essences-bulgaria.com with your order number and a description of the issue.
- Resolution: We will arrange for a replacement or refund, including any shipping costs incurred.
8. Contact Information
For any questions or concerns regarding returns, please contact us at:
- Email: contact@essences-bulgaria.com
- Phone: +359888045064
- Address: 87 Alexandrovska Street, Ruse 7000, Bulgaria