FAQ
ORDERS AND PRE-ORDERS
How does the pre-order system work?
Our store operates exclusively on a pre-order basis to optimize costs and ensure the freshness of our products. Specifically, we consolidate all orders over a given period (usually 4 to 6 weeks) and then arrange a single, combined shipment. This system allows us to reduce shipping costs, minimize storage, and offer you authentic, handcrafted products at fair prices.
When will you start taking pre-orders?
We run regular pre-order campaigns, usually every 4–6 weeks. To be notified when pre-orders open:
● Sign up for our newsletter
● Follow us on social media: Instagram and Facebook
● Turn on notifications on our website
How long do pre-orders last?
Each pre-order campaign remains open for 4 weeks, depending on demand and product availability. Once the campaign closes, you'll have to wait until the next one opens to place an order.
Can I cancel my pre-order?
No, pre-orders cannot be canceled. Once your order has been confirmed and paid for, it is final. Since our products are manufactured specifically for each pre-order campaign, we cannot accept cancellations. We encourage you to think carefully before confirming your order.
What happens if a product is no longer available?
If an item in your order is no longer available, we will contact you immediately to offer you:
● A similar product of equivalent value
● A gift certificate for the next campaign
DELIVERY AND SHIPPING
How long will it take to receive my order?
Delivery times depend on the origin of the raw materials in your set. For sets whose ingredients come from outside Europe (for example, from Morocco), the average delivery time is 3 weeks from the end of the pre-order period. For gift sets made with European raw materials, the delivery time is shorter—usually 1 to 2 weeks after the pre-order period ends.
To which countries do you ship?
We currently ship to all countries in the European Union. Shipping costs vary by destination country and are calculated automatically when you place your order.
How can I track my order?
You will receive several follow-up emails:
1. Order Confirmation: Immediately after your purchase
2. Start of production: When we begin preparing your order
3. Shipping: With the tracking number
4. Delivery: Confirmation of Receipt
What should I do if I don't receive my order?
If your order does not arrive by the expected delivery date:
1. Check the tracking information using the number provided
2. Contact your local post office
3. Email us at info@esentiara.com with your order number
4. We will conduct a mail survey if necessary
Are shipping costs included in the price?
No, shipping costs are calculated separately based on:
● The destination country
● The weight of your order
● The selected shipping method
The fees are clearly displayed before you confirm your order.
HANDCRAFTED PRODUCTS
Are your products truly handmade?
Yes, absolutely! All of our products are handmade by artisans in our partner workshops. We work directly with local cooperatives to ensure the authenticity and quality of each creation.
Do you use natural ingredients?
Our products are made with traditional and natural ingredients:
● Candles: Soy wax and beeswax, essential oils
● Incense: Natural resins, aromatic plants
● Home Fragrances: Pure Essential Oils
● Textiles: Cotton, linen, natural wool
Can I customize my products?
We offer a number of customization options:
● Fragrances: Selection of available scents
● Textiles: Sizes and colors subject to availability
● Gift Sets: Customized contents (minimum order required)
Please contact us to discuss your specific needs.
Are your products tested on animals?
No, we do not test any of our products on animals. We prioritize alternative, animal-friendly testing methods.
How should I store my products?
Candles : In a dry place, away from heat
Incense : In an airtight container
Perfumes : Keep away from direct light
Textiles : According to the care instructions provided
RETURNS AND EXCHANGES
Can I return a product?
Yes, you have 14 days after receipt to return a product you are not satisfied with, in accordance with European law. The product must be in its original condition and unused.
How do I return an item?
1. Contact us by email within 14 days
2. Fill out the cancellation form
3. Return the product at your own expense
4. We will issue a refund within 14 days
Which products cannot be returned?
● Custom or made-to-order products
● Partially used candles or incense (for hygiene reasons)
● Worn or washed clothing
● Products damaged by the customer
Can I exchange a product?
Exchanges are only possible in the event of a manufacturing defect or an error on our part.
In that case, we'll cover all the costs associated with the exchange.
WELLNESS RETREATS
Where are the retreats held?
We organize retreats at these destinations:
● Morocco
● Europe (Spain, Italy, Portugal, etc.)
What is included in the price of a retreat?
The price generally includes:
● Accommodations
● All meals (local and healthy cuisine)
● Wellness Activities
● Excursions and cultural tours, if included in the itinerary
● Materials needed for the activities
● Airport transfer
Not included: travel insurance, personal expenses.
How does the payment process work?
● 50% at registration: Non-refundable fee
● 50% remaining: Due 15 days before the retreat begins
Can I cancel my registration?
50% advance payments are never refundable.
For the balance:
● More than 30 days in advance: Full refund of the balance
● 15–30 days in advance: Refund of 50% of the balance
● Less than 15 days: No refund
We strongly recommend that you purchase trip cancellation insurance.
Is a specific skill level required to participate?
No, our retreats are open to people of all skill levels. Our instructors tailor the activities to each person's abilities. We simply ask that you let us know about any specific medical conditions.
What should you pack for a retreat?
A detailed list will be sent to you after you register.
DIGITAL PROGRAMS
How do I access the programs I've purchased?
After your purchase, the program will be available immediately in your personal account, under the section My Programs (section My account). You can access it at any time once your payment has been confirmed.
What should I do if I can't access my program?
1. Check your email inbox and spam folder
2. Contact us by email at info@esentiara.com
Are the programs refundable?
No, digital programs are non-refundable once downloaded, in accordance with European legislation on digital content.
Can I take a look before I buy?
Each program includes a detailed description.
PAYMENT AND BILLING
What payment methods do you accept?
● Credit cards: Visa, Mastercard, American Express
● PayPal: Secure online payment
● Bank transfer: For withdrawals only
Is my payment secure?
Yes, we use certified payment systems with SSL encryption. We do not store any banking information on our servers.
When will the amount be charged to my account?
● Handcrafted products: Immediately after the order is placed
● Retreats: 50% upon registration, 50% 15 days in advance
● Digital programs: Immediately after purchase
Can I get an invoice?
Yes, you will automatically receive an invoice by email after each payment. You can also download it from your customer account.
Can I pay in installments?
● Handcrafted products: One-time payment
● Pensions: Payment in two installments (50% + 50%)
● Digital Programs: One-time payment
COMMITMENTS AND VALUES
Are you an ethical company?
Yes, we are committed to:
● Fair Trade: Fair compensation for our artisans
● Sustainability: Natural materials and eco-friendly packaging
● Transparency: Traceability of our products
● Social: Support for local cooperatives
How do you support local artisans?
● Direct partnerships with cooperatives
● Fair and regular payment
● Promoting their traditional skills
Is your packaging eco-friendly?
We use recyclable and biodegradable packaging materials:
● Recycled cardboard
● Plastic-free tissue paper
● Natural cushioning materials
● Eco-friendly labels
PRIVACY AND SECURITY
Is my personal information protected?
Yes, we strictly comply with the European GDPR. Your data is encrypted, secure, and is never sold to third parties.
Can I delete my account?
Yes, you can request that your account and all your personal data be deleted at any time by contacting us.
How do you handle my payment information?
We do not store any banking information. All payments are processed by certified service providers (Stripe, PayPal) that adhere to the strictest security standards.
MISCELLANEOUS QUESTIONS
Do you offer gift cards?
Yes, we offer digital gift cards that can be used on all our products (except retreats). They are valid for 1 year and can be personalized.
Do you hold private sales?
Yes, our Privilege members regularly enjoy private sales with exclusive discounts and priority access to pre-orders.
Can I become a reseller of your products?
We review partnership requests on a case-by-case basis. Please contact us with details about your project so we can discuss it.
I didn't receive the confirmation email
1. Check your spam and junk mail folders
2. Check the spelling in your email
3. Contact us with your order number
4. We will send the confirmation right away
My package is damaged
1. Take photos of the package and its contents
2. Contact us within 48 hours
3. We will arrange for an exchange or refund
4. No need to return the damaged product
I can't log in to my account
1. Use the "Forgot Password" feature
2. Check your email (and spam folder)
3. Contact our technical support
4. We will resolve the issue quickly
My promo code isn't working
1. Check the expiration date
2. Follow the terms of use
3. Check that the products are eligible
4. Contact us if the problem persists
CONTACT AND SUPPORT
How can we contact you?
● Email: info@esentiara.com (response within 24–48 hours)
● WhatsApp: +212 783 765 912 between 10:00 a.m. and 8:00 p.m.
● Online Chat: Available on our website
● Social media: Private messages
In what language should I write to you?
We respond in French, English, and Spanish. Our multilingual team is here to provide you with the best possible support.
Can't find your question in this FAQ?
Please feel free to contact us directly
We usually respond within 24 hours and would be happy to help you!
FAQ Updated on July 18, 2025
