FAQ

Frequently Asked Questions (FAQ)

1. How long does delivery take?

Orders are typically delivered within 7–11 business days within South Africa.

Please note that delivery times may vary depending on your location and courier operations.

2. How can I track my order?

Once your order has been shipped, you may receive a tracking number via email or SMS where available.

Tracking updates may take up to 48 hours to appear.

3. Do you offer refunds or returns?

Yes. We accept returns in accordance with our Refund Policy and the South African Consumer Protection Act (CPA).

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery.

4. Can I cancel my order?

Orders may only be cancelled before they have been processed or shipped.

If your order has already been dispatched, you may need to follow the returns process.

5. What payment methods do you accept?

We accept secure online payments through trusted payment providers available at checkout.

6. Do you ship internationally?

At this time, we primarily ship within South Africa.

For international shipping inquiries, please contact us before placing your order.

7. What should I do if I entered the wrong address?

Please contact us immediately if you entered incorrect shipping information.

We cannot guarantee changes once an order has been processed.

8. What happens if my order arrives damaged?

If your parcel arrives damaged, please contact us within 48 hours and include clear photos of:

  • The damaged item;

  • The packaging;

  • The shipping label.

We will assist with a replacement or refund where applicable.

9. How do I contact customer support?

You can contact us using the details below:

Pure Essence
Email: info@essenceproducts.store
Phone: 081 357 3501

Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM (SAST)

10. Are my payments secure?

Yes. Our store uses secure payment technology and trusted payment gateways to help protect your information during checkout.

11. Can I return an item if I changed my mind?

Yes, unused items in their original condition may be eligible for return within the allowed return period. Return shipping costs may apply.

Please review our Refund Policy for full details.

12. Why is my order taking longer than expected?

Occasionally, delays may occur due to:

  • High order volumes;

  • Courier delays;

  • Public holidays;

  • Weather conditions;

  • Incorrect delivery information.

If your order is significantly delayed, please contact us for assistance.