FAQs

What are your opening hours?

We are open Monday - Friday 9am - 5pm, and will answer any questions within 24 working hours during this time. Please do not send messages on multiple formats as they are answered in order of receiving them.

Where are you based?

We are based in the United Kingdom.

What is a Designer Inspiration?

It's a product which is inspired by a stated designer fragrance, NOT a replica or copy, this is not to be confused. 

What kind of fragrance are they?

All of our products are Parfums, which is the strongest scent available.

Are your products Vegan Friendly and Cruelty Free?

We only use Vegan Friendly Fragrance Oils, and of course they are cruelty free! We wouldn't have it any other way.

Are they safe to spray on clothes?

As there is a higher oil content to make them last longer, with ALL perfumes, not just The Essence Vaults's perfumes, we do recommend that you take care when applying on clothes, and of course you do so at your own risk. 

Storage of products

Please note as with all fragrances, they must be kept out of direct sunlight and away from hot/cold elements. Failure to do so may result in your product being affected.

Can I amend or cancel my order after I've placed it?

Unfortunately all of our shipping is automatic, so we cannot edit or cancel an order once it is placed.

How long does delivery take?

Orders placed before 8AM Monday to Friday are normally processed the same day. Orders placed after 8AM Friday aren’t processed until Monday. Normal US delivery is between 1-3 working days. During Offer Periods, Black Friday and Christmas this may be a little longer. For International orders please check your email confirmation for delivery times.

Where is my order?

Please check your tracking link that was emailed at the time of despatch (may be in junk/spam folder).

My order has arrived damaged?

Please take pictures of the outer packaging, the damaged bottle(s) ensuring the bottle number is visible and email the pictures to our Customer Service Team at help@theessencevault.com. Unfortunately, damage incidents need to be investigated so we need sufficient photographic evidence. Please do not dispose of the bottles or packaging until we have advised you that we completed our investigations. All damages must be reported within 7 days of receipt.

My order has been received incorrect?

Please check your order confirmation alongside the order you have received and if there are any discrepancies, please email help@theessencevault.com with a picture of all the goods received along with the packing slip. All error must be reported within 7 days of receipt.

My order states delivered however I have not received it?

Please check on the tracking link for details as to where your parcel has been left. Most couriers operate no contact deliveries now, so if you are not at home they will leave your parcel with a neighbour or in your safe place. Also calling cards are not used as they confirm via email/tel confirmation. Please check this before contacting us. Every courier we use, will complete a detailed investigation for disputed claims and if delivery is found to be non compliant we will resend your order. All denials must be reported within 7 days of delivery date.

What is your returns process?

We accept products back within 30 days for a refund or exchange. We assume customers will test a spray or 2 before returning, however, we do not accept bottles that have been used more than this or outside our 30-day policy and they will be returned to you.Please note that products bought as part of a bundle must be returned as a set for a refund otherwise we can only offer an exchange.. Please contact our Customer Service Team at help@theessencevault.com for further details.
If you wish to return Home Reed/Car Diffusers, please retain the closure cap, as we will not be able to accept a return without this.

Where is my exchange/refund?

Please check on your return tracking receipt that we have received this and send us a copy of your receipt. Returns are generally processed within a week of receipt. We are not responsible for returns lost by your courier during return transit.

Can I use two promotional codes at once?

No, our discount codes or promotional codes cannot be stacked, therefore you are unable to use codes on pre-discounted bundles or packs. With our FREE GIFT over $75, only one free gift will be given. if you have added more than one, the top line will be given, if you have added the free gift when the total paid is less than $75, the free gift will not be given.