FAQ’S – Frequently Asked Questions
Is the website secure?
Yes – Yogan has put in place a set of security procedures to protect the transactions and information of customers and users while using the-essentia.com website, including the latest security protocols for online payments and data protection.
Can I place orders by phone?
Yes, please contact us during normal Portugal working hours for the following phone numbers: (International: +351 917 474 498)
I don’t want to insert my credit card details online. Can I still place an order?
Yes – Just select an alternative method of ordering: through ATM payments option, (you will receive an email with Entity, Reference and Value data) or bank transfer to the IBAN indicated in the payment process when making your order. You can also contact us to help you choose the payment method that suits you best.
Can I send my order to a different address?
Yes, we encourage and guarantee a delivery system that favours the delivery of gifts to alternative addresses. Just enter the name and address of the person you want to surprise, and we will deliver your order to the indicated address in the purchase process, in your cart.
Can I send a gift without sending the invoice?
Yes, we guarantee that the invoice is sent to you at the billing address and the gift is delivered to the offer address. If you wish, we can even include a message written by you – we transcribe your message – in a postcard, which will be delivered with your order. Just let us know your message, in the information area, when you place the order.
How can I redeem discount codes?
The process of redeeming a discount code it is simple and easy. In your shopping cart, simply insert your active code and click “apply” to benefit from this promotional code.
Can my packages come with wrapping paper?
No – Unfortunately not, because while shipping your order our priority is safety and conservation. However, our cardboard or wooden packaging are beautiful and work very well as a gift, although not wrapped with paper. However, in special cases, we can try to meet your request if you give us this indication in the notes box of your order, at the time of purchase, although we cannot guarantee this service.
What is the delivery cost?
Transportation costs vary depending on the country of destination and the weight of your order. Check for details in the shipping expenses section, in the product sheet or in your shopping cart.
In which countries do you deliver?
We ship orders to Portugal and Spain. For a different destination you should contact us directly via e-mail: email@example.com Isn’t my country on the list?
We are sorry for this, but there are some countries that we do not cover yet due to their geographical specificity or legal requirements. To help us assess whether there are conditions to add a specific country to the markets where we are present or to discuss with you any alternatives that may exist in order to satisfy your request, please contact us exposing your situation. We will do our best to help you.
How long does it take to deliver my package?
Our express delivery companies partners ensure that your orders are handled with priority to any part of the world. The time of delivering may depend on the country for which they are intended and may vary from 2 to 9 working days. You will be able to follow your order through the links we will send after your order is dispatched, on DHL or GLS website.
How can I follow the delivery of my order?
After placing your order, you will receive an e-mail with the necessary details to be able to follow your order. You can also check it by accessing to your account. You will also receive the order code and access link to DHL’s websites, which you can use to track your order.
Is there a minimum order?
No – You may order only one bottle, if you wish.
Is there a maximum quantity?
Yes– For logistics and transportation reasons, orders over 30 kg must be treated in a special way. In this case, please contact us, so we can find the best solution for delivering your order, maintaining the excellent level of service to which we are committed.
On the other hand, for orders over than 2,500 euros, you should also contact us so that we can safely guarantee their delivery. Due to payment system security reasons, it is not possible to carry out transactions with a value higher than indicated.
What happens if my order arrives damaged?
Before shipment our products are carefully checked, and we take every precaution to have the shipment made safely. In case your order is not delivered in the best conditions, please check the damaged orders point in Shipping & Returns section.