At Essence, we take pride in our carefully handcrafted products and our commitment to environmental sustainability. We encourage mindful purchasing to ensure your selection finds a lasting place in your collection. Before making a purchase, we invite you to reach out to our team for product information or styling tips to help you make the best choice.

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Cancellation Policy
If your order has not yet shipped, cancellations are accepted within 24 hours of placing your order. Please email us at hello@essencegeneva.com with your order number to request a cancellation. Once your order has been shipped, it cannot be canceled.

 

Return Policy
We know that selecting the perfect pieces for your space can sometimes be a challenge, therefore we provide returns and exchanges under the following conditions:

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1. The item(s) you are choosing to returning is full-priced. Sale items cannot be returned or exchanged. Any item(s) purchased with a gift card cannot be returned for a cash refund. Gift card will be reactivated for use and valid for 3 years.

2. Returned item(s) must be in their original, saleable condition, including all packaging. Any damage incurred during transit is the customer's responsibility, and we will not accept items that do not meet these conditions.

3. The item(s) are to be returned within 14 days of when order has been received.

4. Return shipping costs are the customer's responsibility. We are not liable for returns lost or damaged in transit. We can assist in arranging a return label upon request.

5. A 10% restocking fee applies to all approved returns.

 

Please email us at hello@essencegeneva.com with your order number and details of the return request. Once our team approves your return request, the item must be shipped back within 72 hours, and proof of return must be provided. After we receive and inspect the returned item, a refund will be issued to your original payment method within 24 hours. We reserve the right to reject any return that does not meet the stated conditions.

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Damages and Issues
Please inspect your order upon reception and contact us within 48 hours if you receive a defective, damaged, or incorrect item. Provide a detailed description and photographic evidence by emailing hello@essencegeneva.com. We do not accept returns for items purchased due to variations in color, texture, minor bubbles, or surface spots. These characteristics are inherent to the handmade nature of our products and are considered part of the unique creation process. Each piece is individually crafted, ensuring no two products are exactly alike.

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Lost or Stolen Parcels
Once your order is shipped, we cannot accept responsibility for lost or stolen parcels. We do not issue replacements or refunds for items marked as "delivered" by postal services or unclaimed due to unpaid customs. If your package is marked as "delivered" but you have not received it, please contact us immediately.

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To qualify for an insurance claim for lost packages, you must have purchased a tracked shipping service. Please reach out to us at hello@essencegeneva.com within 15 days from the date the package was marked as "delivered."

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Parcels Returned to Sender
If a package is returned to us due to delivery issues, the customer is responsible for the re-shipping costs. Refunds are not possible for these cases, and Essence will not accept any postal fees upon receiving returned parcels.

 

For any inquiries regarding our cancellation, return, or refund policy, please email us at hello@essencegeneva.com.