Help Center

• UK Standard: Royal Mail 48 Tracked (2-3 Business Days)
• UK Next Day: Order Before 4PM Mon-Thurs
• UK Saturday Delivery: Order Before 4PM Friday
• Europe: DHL Express (1-3 Days)
• Worldwide: DHL Tracked (5-7 Days)
• Worldwide: DHL Express (1-3 Day)

We are not responsible for delays caused by couriers, adverse weather, or other circumstances outside our control.

• To request a refund or exchange you must contact us in writing by email at contact@essntlframes.com, with your order number in the subject line, so we can advise on the next steps.

• Customers are responsible for the cost of returning items to us, as we do not offer free returns.

• Your right to return/exchange an order begins from the date the order is placed and ends 14 calendar days after you receive the goods. To be eligible, you must notify us by email and ensure the goods are returned to us within this 14-day period. You then have a further 14 days to return the items to us.

• We will accept returned items for a refund or exchange provided they are returned in an unworn, saleable condition, with all original tags attached.

• When returning goods, please ensure they are packaged securely, as we cannot be held responsible for items damaged in transit. Please also include a copy of your order confirmation and clearly state whether you would like a refund or an exchange.

• All returns must be sent using a recorded delivery service that requires a signature on delivery. Please keep proof of postage, as we cannot issue refunds for items lost in transit.

• Sale items are not eligible for a refund and can only be exchanged for another item or issued as store credit.

• Once an item has been exchanged, it is no longer eligible for a refund.

• Delivery charges, including Next Day Delivery, are non-refundable unless the item has not arrived within the stated delivery timescale. We are not responsible for delays caused by couriers, adverse weather, or other circumstances outside our control.

• In the event that an order is returned to us undelivered due to an incorrect/incomplete address, failure to collect the parcel, or no one being available to accept the delivery (etc), a £15.00 deduction will be applied to the final refund or order value. This charge is expressly to cover the return postage penalties levied against us by our courier partners.

• Items that are delivered/left in a safeplace are deemed to be delivered with photographic evidence. We are not liable if an item is stolen after delivery. Where a courier provides photographic evidence, GPS coordinates, or a signature confirming delivery to the address provided at checkout, the item is deemed "Delivered" in accordance with our terms of sale. The customer’s right to a cash refund for "non-delivery" ceases immediately. We do not offer monetary compensation for items that have been successfully tracked and photographed at the destination. If a customer maintains that an item is missing despite photographic proof of delivery, the company may, at its sole discretion, offer a replacement of the same items only. This replacement is a one-time gesture of goodwill. The replacement will be for the exact items originally ordered; no substitutions or credits will be permitted.

We reserve the right to update these Terms & Conditions at any time without prior notice.

• Orders cannot be cancelled or amended once placed, including changes to the delivery address. This is because orders are processed quickly to ensure speedy dispatch. Where an order is cancelled by us, a 10% deduction may be made from the refund to cover payment processing and administration costs.

• If an order is delivered or left in a designated safe place, and the courier provides photographic evidence, GPS confirmation, or a signature showing delivery to the address provided at checkout, the order will be deemed successfully delivered in accordance with our Terms of Sale.
• Once delivery has been confirmed in this way, we are not liable for any loss or theft occurring after delivery, including where an item is taken from the delivery address or safe place. A claim for non-delivery will not be accepted where valid proof of delivery has been provided by the courier, and the customer’s right to a cash refund for non-delivery will cease at that point.
• Where a customer reports that an item is missing despite proof of delivery, we may, at our sole discretion, offer a one-time replacement as a gesture of goodwill. Any such replacement will be for the exact item or items originally ordered only. No substitutions, store credit, or monetary refund will be offered in these circumstances.
• To be considered for a replacement, the customer must provide a valid Police Crime Reference Number.

We reserve the right to update these Terms & Conditions at any time without prior notice.

Essntl Care covers your item during delivery. Once an order is placed, this charge is non-refundable, as the service is activated immediately. This remains non-refundable even if you choose to return your item(s).

We reserve the right to update these Terms & Conditions at any time without prior notice.

To select Klarna as your payment method, you'll need to change the payment method at the checkout - no need to create a Klarna account. 

Just tap 'change' under payment type, 'add new payment method' and then select Pay Later with Klarna. You can also add Pay Later with Klarna as a payment option by logging into 'My Account'.  

- Your billing and delivery address can be different, however they need to be in the same country.  

- The maximum purchase limit is different on each account, and is determined by a credit assessment by Klarna. If your order fails, you may wish to try again with a smaller amount.