Frequently asked questions
Orders
Place an online order
Found your next must-have item? Simply select your size and click on ‘add to cart'. Once you’re ready to order, go to your shopping bag. Here you can add a promo code or a gift box. Click on ‘go to checkout’ and you will be guided through the next steps to complete the order and payment. Once the order is confirmed, you will instantly receive a confirmation e-mail.
Register as a new customer
If you do not have an Essentiel Antwerp account yet, it’s time to join the club! Easily keep track of your online orders, store your contact details, delivery address and create a wish list of all your favorite items.
Sign up here
Forgot your password?
No problem! Simply click here to request a password reset.
How to choose the right size
You can find specific product measurements on almost every product page, or you can consult our general size guide here.
Still hesitating? Contact us at service@essentiel-antwerp.com and we'll gladly help.
Sold out items
We regularly replenish our online stock. So if your favorite item is sold out, simply select your size and click on 'notify me'. You will automatically receive an e-mail notification once it's back in stock.
Item availability in store
Contact your preferred Essentiel Antwerp store to check the availability and/or reserve an item. Find your nearest store and contact details here.
Cancel or change an online order
Once your order has been confirmed, we cannot change or cancel it. You can however choose to refuse the package upon delivery, or return the items you do not wish to keep. Find more information on our return policy here.
Shipment of your online order
We aim to offer same-day shipping for all orders placed on weekdays before 1pm (CET). Find more information on deliveries here.
Protection of data
Essentiel Antwerp is committed to respecting your privacy and the protection of your personal information. For more information, you can consult our Privacy Policy.
Pre-orders
What does pre-order mean?
Get early access to this season’s most wanted pieces before they sell out. Once your order is placed, we will deliver it to you as soon as it’s available.
How to place a pre-order?
Look for items marked as pre-order, simply select your size and click on the ‘Pre-order’ button. Once you’re ready to order, go to your shopping bag and proceed through checkout as usual. Once your pre-order is confirmed, you will instantly receive a confirmation e-mail.
When do I have to pay my pre-ordered item?
Pre-ordered items require a full payment at checkout.
When will my pre-order be shipped?
As soon as your pre-ordered item becomes available, we will ship it to you. You will receive an e-mail containing the tracking details, so you know when to expect it. The estimated shipping date for the pre-order reference can be found on the respective product page.
Will pre-order items be shipped with my other items ordered?
If your order includes other items next to a pre-ordered item, these items will be delivered separately according to the expected release date. If your order is split into two separate deliveries, you can expect to receive two shipping confirmation e-mails. Each e-mail will contain the tracking details of the respective parcel, so you can follow its progress and know when your pieces will arrive.
Can I change or cancel a pre-order?
Once your order has been confirmed, we cannot change or cancel it. You can, however, choose to refuse the package upon delivery, or return the items you do not wish to keep.
Can I return pre-ordered items?
You can return your pre-ordered items within 30 days counting from the day after you received your order. Find more information on how to return your item for your country here.
Personalizable items
What does personalization mean?
As an exclusive online service, we offer the possibility to embellish a selection of Essentiel Antwerp pieces with a personalized text of your choice for a true one-of-a-kind piece.
How to buy a personalized item?
An item applicable for personalization will be offered online for a short period of time as a pre-order. During this time frame you can simply select your size, enter your input to be added as personalization and click on the ‘Pre-order’ button. The product page will specify the maximum amount of characters that can be added to the piece and other conditions that may apply. Once you’re ready to order, go to your shopping bag and proceed through checkout as usual. When your pre-order of the personalized item is confirmed, you will instantly receive a confirmation e-mail.
How much does the personalization cost?
The cost of the personalization is included in the price of the item. We will not charge you any extras at checkout or after the completion of your order.
When will I receive my order?
Personalized items are made to order. Therefore, different delivery times apply. Please find the estimated shipping date for the item on the respective product page.
Can I change or cancel the order of my personalized item?
Once your order has been confirmed, we cannot change or cancel it. Neither can the text be modified when the order has been completed.
Exceptionally, if we are unable to customize your purchased item with the input of your choice, we will notify you to discuss other possibilities.
Why was my personalization of choice rejected?
We strive to create a positive and inclusive environment for all our customers. Therefore, we do not accept any personalization requests that include ethnic, racist, discriminatory, or otherwise offensive slurs in any language. We reserve the right to reject any input that does not meet our standards in this context.
Can I return or exchange my personalized item?
Once personalized, returns or exchanges can no longer be accepted for the item.
I have received a faulty product, what should I do?
Did you receive a wrong or damaged article? Please contact us as soon as possible via service@essentiel-antwerp.com.
Payment
Available payment methods
We accept the following means of payment:
- — Credit cards: Visa, MasterCard, American Express and Carte Bleue for French customers
- — Debit cards: Bancontact/Mister Cash, Maestro
- — Online banking: Sofort, KBC Online/CBC Online, ING Homepay, Belfius Direct Net for Belgian customers and iDEAL for Dutch customers
- — Paypal
- — Essentiel Antwerp gift card/voucher
Secure payments
To ensure that your payments are secure, we work with Adyen. The security system used by Adyen is one of the most reliable and secure systems in the world. Our SSL certificate ensures that payment details are encrypted and that data remains confidential.
Payment refused
If the payment was not successful, your order attempt will be cancelled automatically and you can try placing a new order. If you still encounter issues, you are welcome to contact us via service@essentiel-antwerp.com. We're happy to help!
How to use a promo code
Enter this code in your shopping cart, in the 'enter the promo code' box, before continuing to the checkout.
Pay with an Essentiel Antwerp gift card/voucher
Select the 'Essentiel Antwerp Gift Card' as your payment method of choice in the payment step of our checkout and enter the details.
If the total order exceeds the value of your gift card, you will be redirected to a balance checker and be asked to pay the remaining balance through one of our other payment methods available online.
Find more information on gift cards here.
Shipping
Which countries do we ship to?
We currently only ship and support services within the European Union.
Find more information on deliveries here.
Delivery prices
You will see the available shipping options and prices for your country in the check out, after selecting a delivery address.
When will my online order be shipped?
We aim to offer same-day shipping for all orders placed on weekdays before 1pm (CET).
Delivery
Bpost/GLS/DHL deliver on business days between 8 a.m. and 5 p.m and they will inform you via e-mail about the expected delivery date. Is that day inconvenient for you? No problem, you can simply change the delivery via the internet-link which you receive along with the shipment confirmation. You can for example choose to have the package delivered to a parcel shop near you or to a different address. You will receive an e-mail once your package has been delivered.
Was your package delivered to a parcel shop? Please be sure to bring identification when you go collect the package. You will have 10 days to pick up the package before it returns to Essentiel Antwerp.
How to track your online order
Once your order has been dispatched, you will receive an e-mail containing the tracking number.
Delivery in store
At the moment it is not yet possible to have an online order delivered to an Essentiel Antwerp store.
Estimated delivery time
Bpost/GLS/DHL aim to deliver your order within the number of days shown for your country below. Delivery times go into effect the business day after you place an order and are indicative.
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
United Kingdom
2-4 business days
1-2 business days
2-5 business days
2-5 business days
2-5 business days
2-5 business days
2-4 business days
2-5 business days
2-5 business days
2-5 business days
2-4 business days
2-4 business days
2-5 business days
4-5 business days
2-4 business days
2-5 business days
2-5 business days
2-4 business days
1-2 business days
2-4 business days
2-4 business days
2-5 business days
2-4 business days
2-4 business days
2-4 business days
7-8 business days
4-5 business days
Due to external circumstances, delays in transportation are possible. We are doing everything possible to minimize delays. We are sorry in advance for any inconvenience caused.
If you have not received your delivery in time, please track your order or contact our Customer Service team at service@essentiel-antwerp.com
Duties
No extra fees will be charged for import taxes/custom duties upon delivery.
Returns
How can I return an online order?
Find more information for your country here.
Can I return an online order to an Essentiel Antwerp store?
For our customers, we offer the possibilty to drop off your returns at our stores.
Exchanges
We do not offer exchanges. If you would like to receive a different size or colour, please place a new online order. The items you have returned will be refunded.
Has my return arrived?
You can consult the status of your return using the tracking number linked to your return label.
Once your return package has reached our warehouse, and has been processed (within 14 days after arrival), we will send you an e-mail to confirm the refund. If it has been more than 14 days (since the arrival of your package at our warehouse) and you still have not heard from us, please contact Customer Care via service@essentiel-antwerp.com
How much does it cost to return an order?
Currently we offer free returns for Belgium, France, Luxembourg, Germany, the Netherlands and the United Kingdom.
If you are located outside of these regions, return costs are carried by the customer. You can choose your own shipping method, but we strongly recommend shipping with tracking option, as you are responsible for the package until it reaches our offices.
When will I receive the refund?
Once your return package has been processed (within 14 days after arrival), you will receive an e-mail confirming the refund. It may take up to 10 business days before the amount is in your account, depending on your bank or credit card issuer. The refund will be credited to the original payment method used to place the order.
Received wrong or faulty item
Did you receive a wrong or damaged article? Please contact us as soon as possible via service@essentiel-antwerp.com
Gift cards
Essentiel Antwerp gift cards
Gift cards can be bought in store and online.
In our online shop, you can choose between two types of gift cards: a gift card sent by e-mail or a gift card sent by post.
Gift card via e-mail
A digital gift card will be sent to the specified e-mail address in a matter of minutes.
Shop here
Gift card by post
A gift card by post will be sent to the specified address on the same day or the next working day.
Shop here
How long are gift cards valid?
A gift card is valid for 3 years from the date of issue.
How to use gift cards online
Select the 'Essentiel Antwerp Gift Card' as your payment method of choice in the payment step of our checkout and enter the details.
If the total order exceeds the value of your gift card, you will be redirected to a balance checker and be asked to pay the remaining balance through one of our other payment methods available online.
Gift cards can be redeemed in part or in their entirety. If you do not use the full amount at once, the outstanding amount will remain available on your current gift card.
Please be aware that Gift cards issued before 26/09/2023 should be exchanged for a new version of the same value on our exchange site before they can be used on www.essentiel-antwerp.com.
Can I return a gift card?
Gift cards cannot be returned and may not be exchanged for cash or any other payment, not even partially.
Where can I use an Essentiel Antwerp gift card?
Gift cards are redeemable on www.essentiel-antwerp.com and in all Essentiel Antwerp stores (find them here) using the applied currency.
Customer care
Online Customer Care
Didn't find what you're looking for? No problem, we're happy to help! Our Online Customer Care team is there for you every business day from 9:00-12:30 and 13:30 until 17:30 (CET) for all online purchase related questions. Simply send an e-mail to service@essentiel-antwerp.com. We will make every effort to answer within 48 hours. If it’s urgent, you can reach us on +32 3 201 49 74.
Customer Care in store
For questions related to in-store purchases, you are welcome to contact the store. Find all contact details here.
Fraud
At Essentiel Antwerp, we want to ensure you're shopping safely. If you’ve come across a website that looks like ours but aren’t sure if it’s genuine, follow these steps to verify its authenticity:
How to Verify a Website:
1. Check the URL:
- The official Essentiel Antwerp website is www.essentiel-antwerp.com.
- Ensure the URL includes https:// at the beginning for a secure connection.
2. Look for SSL Security:
- A legitimate site will have a padlock symbol in the address bar, indicating a secure, encrypted connection.
3. Official Contact Information:
- We will only send communication from these email addresses: service@essentiel-antwerp.com or service@essentiel-antwerp-email.com for e-mails from customer care or any e-mails regarding your online order or news@essentiel-antwerp-email.com for newsletters.
- Double-check any email you receive against these domains to avoid phishing scams.
4. Verify Social Media Accounts:
- Check for verified profiles on our Instagram and Facebook. We will never request sensitive information through social media and our advertisements will link to our official websites only.
5. Look for Reviews or Feedback:
- Use trusted review platforms to check if the website has customer feedback. If the website is new and has no reviews, proceed with caution.
6. Report Suspicious Sites:
- If you're unsure whether a website is legitimate, contact our customer support team at service@essentiel-antwerp.com for verification.
- You can also report the website to local authorities using the following links:
- Belgium: https://meldpunt.belgie.be/meldpunt/
- Netherlands: https://www.politie.nl/aangifte-of-melding-doen/aangifte-van-internetoplichting-niets-ontvangen.html
- France: https://www.service-public.fr/particuliers/vosdroits/N31138
- Germany: https://www.vzhh.de/fake-shop-melden
7 — Has the payment already been made? Then you can still try to get your money back, depending on the payment method used:
- Credit cards often offer some degree of protection. Please contact your credit card company.
- If you have made a wire transfer, contact your bank as soon as possible. The bank will then try to suspend the transfer or block the account so that fraudsters can no longer withdraw money. If the amount has already been withdrawn, you cannot get the money back through the bank.
