Do you have a physical shop that can be visited?
We are an online store but if you prefer to click and collect from our warehouse, please verify with customer service prior to selecting the click and collect option.
Can an order that is already confirmed be changed?
Yes, please contact customer service to check if the order has been dispatched and change your order as required.
How do I enter my voucher code?
Your special voucher code can be entered at checkout. If you are confirming the order via Facebook or Instagram, your voucher code can be mentioned at order confirmation.
I forgot to enter my voucher code. Can I add it later?
The most convenient way to add a voucher code is during checkout. However, if a voucher code was not entered at checkout, the same voucher code could be communicated to our customer service team via phone, Facebook or Instagram by mentioning your order number.
I’m having trouble placing an order – can you help?
We’d be happy to help. Please contact us via our hotline at 077 3575766 or message us via Facebook/Instagram messenger to place your order.
Is it possible to get my product gift-wrapped?
We have heard your requests and a system is underway to gift-wrap products. However, it is still not in place and we will let you know as soon as we are fully organized.
When will an item be back in stock?
Our customer service team is happy to help you with any inquiries regarding stock availability. Please contact our hotline or message us via our social media channels.
Why do I need to give my personal details when I register?
Your personal information is recorded for the sole purpose of contacting you for delivery purposes and order requirements.
Can I place an order over the phone or via social media?
Yes, you can. Please provide your name, email address, delivery address, contact number and the product you require. We will confirm your order via email.
When will my order be dispatched?
Once your order is placed all the items will be dispatched within one working day.
How can I cancel or amend my order?
It is important that you contact us immediately if you wish to cancel or amend your order as orders made through Essentials.lk are dispatched on the following working day.
How can I change the delivery address of my order?
Simply change your delivery address by logging into your account. Each customer can store two addresses for delivery and each address is displayed in My Account under Address Book. Click on the Address Book link on the left side of the page to access and change any of the delivery addresses.
Why has my order been cancelled?
On rare occasions your order might get cancelled if the product that you ordered is out of stock or if the credit details you provided are invalid. If the product you ordered is out of stock we would inform you immediately via email and the price you paid will be reimbursed to you immediately.
However If your order has been cancelled without prior notice please contact us and we will assist you immediately.
I have been charged for a product that has not been delivered
If by rare occurrence you have been charged for an order, which has not been delivered to you due to lack of stocks or unavoidable circumstances please contact us immediately for a reimbursement.
Why haven’t I received my order?
Once the order is dispatched for delivery Essentials.lk will notify the customer via email. Deliveries can sometimes incur slight delays due to various reasons which are outside of our control and Essentials.lk would only entertain complaints for lost items after eight working days from the date of dispatch for deliveries.
My order has arrived damaged
Although Essentials.lk takes extra care to ensure that the products you have ordered reaches you in the best of condition, some fragile products tend to incur damage during delivery. Please contact us for further details.
I have received the wrong item
In the event that you have received a different product instead of your order Essentials.lk will provide you with the item that you ordered initially. Please contact us immediately with details.
My Account Registration
Why do I need to sign in?
Signing in at Essentials.lk web-store and creating a user account helps us to remember your details for future transactions. Your details will be stored under your account name and you will not have to enter them every time you shop at Essentials.lk web store.
You too will be able to keep track of the status of your order and a history of your purchases easily. You will be able to store, update and check products in your basket or wish list to be bought in the future and best of all you will be entitled to many more exclusive promotions available to our Essentials.lk members.
I have forgotten my password
Please click the forgotten my password link and insert your email address in the given box. We will send you a link to your inbox to create a new password.
How can I change my account details?
Your account details can be changed by logging in to your account. Once you click on My Account on the top header you will be able to access the account page. Click on the Account Information link on the left hand corner to change the password and click on Address Book to edit your contact details and address.
Why should I save my payment details?
Saving your payment details in your account makes your checkout process easier. Once you enter these details you will not have to re-enter every time you shop at Essetials.lk.
Where do you deliver from?
We deliver from our warehouse in Rajagiriya.
What are your delivery services?
We use our own delivery service around Colombo and suburbs and employ Pronto Lanka and Koombiyo as delivery partners for island-wide delivery.
Do you offer free delivery?
Free delivery is still being planned. We will announce as soon as we are ready.
What are the delivery charges?
Delivery information is specified in https://www.essentials.lk/pages/delivery-information which will offer you an in-depth idea about delivery charges and zones.
How do I track my order or find out what is happening with the order?
At package dispatch, we will send you an email with a tracking number along with the tracking website for your convenience.
What should I do if my order does not arrive on the expected date?
Please contact our customer service team over the phone or via our social media channels.
I have not received the complete order.
We send a dispatch confirmation to the customer’s email address mentioning the items in the package. If you find any item missing, please contact our customer service team to include the missing items.
What do I do if I receive a faulty item?
Please contact our customer service team to reimburse the faulty product or provide you with a new one.
What do I do if I receive an incorrect item?
Please let our customer service team know and they will assist you with receiving the product required.
How do I know when my product will be delivered?
Please refer to our delivery information page https://www.essentials.lk/pages/delivery-information for accurate details on delivery dates.
Is cash on delivery available?
Yes, for our customer’s convenience cash on delivery is available.
Return and Refunds
What is your return procedure?
Items can be returned to us granted that they are unopened, unused, and are in their original state with packaging intact. It is necessary that the product is returned within 7 days of dispatch. Please contact us for information along with the original invoice.
What if I no longer need the product I ordered?
You can return the purchased item within 7 days of dispatch with original packaging and sealing intact for a refund or exchange. Please clarify your reasons for the return and specify if you prefer an exchange with a different product or a refund. It would be convenient if you could contact us for further information.
How long does it take for a refund to process?
A product refund or an exchange may take a few days to process after the return of the initial product.
How will my refund be processed?
Card payments will be refunded to the same card used during purchase. Cash on delivery payments will be transferred to your bank account after your bank details are shared.
VAT and Customer Tax
All prices displayed on Essentials.lk web store are inclusive of VAT whenever applicable, and Essentials.lk is responsible for its payment.
Do you offer wholesale deals?
We do offer wholesale deals for certain brands such as Seren London, Argan and Barbology. Please contact our customer service team for more information.
Are their special discounts for salons and beauty boutiques?
We do offer discounts on certain brands such as Seren London, Argan and Barbology. Please contact our customer service team for more information.
Are the products on the website similar to the ones I find at leading shops?
Essentials.lk always seeks to deliver the best of products to our customers. We source leading and trusted brands in the beauty care industry toprovide you with the best quality and up to date products.
Our purpose is to see that you are happy with our products and never have a reason to complain.
However, if you are not satisfied or if we have delivered to you the wrong product please do not hesitate to contact our team for quick solutions.
How do I search for the products I want?
In order to locate a product on Essentials.lk find the search box on the top right hand corner and type in a part of/full product name or the code of the product that you wish to search. If you are unable to locate the product on the web store please contact us for further assistance.
What if the product I want is out of stock?
We strive to have stocks always at hand, however if you find that your favourite product is no longer available with us please leave us your email for us to contact you as soon as the product is restocked. If the product is no longer in production we will contact you with a replacement product from the same brand.
How does the online payment work?
Essentials.lk web store accept Visa, MasterCard and Maestro as modes of payment.