Which courier do you use?

We use Swiss Post for domestic orders in Switzerland, with an estimated delivery time of about 2 days. For international orders, clients are responsible for choosing the shipping method and associated costs. We are available to assist in selecting the best shipping option.

Upon request, we arrange transportation in compliance with GDP guidelines, collaborating with trusted logistics companies that are qualified and certified. This ensures that raw materials are stored under the appropriate conditions, guaranteeing their integrity during transportation.

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What if my order arrives damaged?

We apologise for any inconvenience caused by the damaged items you received.

At Escentina, we take great care in packaging, and we are sorry to hear that the items were damaged during transit. To resolve this issue, please contact our customer service team as soon as possible here.

To help us address the issue quickly and efficiently, kindly include clear photos of the damaged items and outer packaging. It’s important that you refrain from disposing of anything until you’ve captured images of the damage, as this will greatly aid us in processing your claim. Please be aware that any claims regarding delivery damage must be reported within 7 days of receipt for us to effectively assist you.

Our team will work with you to resolve the issue promptly.

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My tracking says “delivered” but I haven’t received it.

We apologise for the inconvenience caused by not receiving your order. To help you locate your order, we suggest checking the following points:

Did your postman leave a delivery card indicating where your order was left?
Have you checked the map of the delivery location within the tracking link to confirm the delivery address?
Have you thoroughly searched all safe places, such as porches, wheelie bins, and sheds?
Have you reached out to your neighbours to confirm that they did not receive the order on your behalf?
Have you verified that the delivery address on your order is correct?

If you have checked all of these points and still cannot locate your order, please don’t hesitate to contact our Customer Service team here for further assistance. To provide you with the best possible support, we need to be informed as soon as possible after the tracking information indicates that your order has been delivered. Unfortunately, we won’t be able to assist with any inquiries if we are notified more than 14 days after the tracking indicates delivery.

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What if something is missing in my delivery?

We sincerely apologise for the inconvenience caused. We take great care in packaging and ensuring all orders are complete, but sometimes errors can occur during the fulfilment process.

If you do receive an order with missing items, please reach out to our Customer Service team here as soon as possible and within the 14 days after receiving your order.

To help us resolve the issue quickly, please provide clear photos of the outer packaging, the inside of the packaging, and the items you did receive in your order.

Our team will work with you to identify and resolve the issue promptly.

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Do you deliver on bank holiday?

Our delivery service is not available on Swiss public holidays. Additionally, we would like to inform you that we are closed between Christmas and New Year.

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What is the shipment delivery time?

For domestic orders within Switzerland, shipment delivery usually takes about two days. For international orders, delivery times may vary depending on factors such as the type of shipment, destination country, and customs clearance procedures. Typically, international shipment deliveries take a few days up to a few weeks.

We are happy to handle international shipments for our clients, but the choice of shipping method and associated costs are our clients’ responsibility. We are always available to assist you in selecting the best shipping method for your needs and answering any questions you may have.

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Customer service