KEAFRICA

We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, contact us at weloveusshop@essence.com. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. We will not accept items returned without a prior return request.

You can always contact us with any return questions at weloveusshop@essence.com.

Damages and issues- Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items -Certain items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), and personal care goods (e.g., beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards. 

Exchanges- The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds- We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.