Starting in 2024 and beyond we value sustainability and want to be conscious of our planet, our team, and your pocketbook. Returns have a considerable impact on our environment and the safety and well-being of our team members. For those reasons, we no longer offer returns or exchanges.We do however offer store credit ( shipping is not included in the credit). That way you can try something else from our collection, you get to keep what you purchased and it saves you a trip to the post office.Please note that once the product is delivered you have 30days to request store credit.After 30 days, no store credit will be issued. Vitamins, bags, caps any hair tools, virtual gift cards, are not covered under our store credit policy and are final sale. No store credit will be issued.Receiving Store CreditStep 1: Email customer service atweloveusshop@essence.comstating the problem you have with your product(s). Products will need to have pictures attached and not be more than 1/3 used.Step 2: After the team have consulted the brand and has approved a store credit, they will send you a 1x code for use on our website. The store credit will include the cost of the product only. Step 3: You must insert your code in the "Discount Code" box at checkout in order for your credit to be applied. Any remaining balance must be paid with a valid credit or debit card.Does store credit expire?Yes, store credit expires 30 days after it has been issued and can be used toward any valid purchase during that time period.Also please note the following:
- We do not offer exchanges only store credit as stated above
- Shipping is not included in the credit
- All subscription orders are non-refundable
- All promotional offers are final and non-refundable (Example promotional offers include: a percentage off an order, BOGO/Buy one get one, holiday sales etc.)
- Vitamins ,bags, caps, any hair tools, virtual gift cards, are not covered under our store credit policy and are final sale. No store credit will be issued.
Can I cancel my order?Once the order has been created you must immediately contact customer service at: weloveusshop@essence.com. Cancellations are a request and not guaranteed. If this is the case, we may provide you with store credit. Shipping is not included in the store credit.Changes to shipping addresses are not guaranteed. If you need to edit shipping information or billing information you must do so prior to the order shipping by contacting customer service at:weloveusshop@essence.com