Help with Dispatch & Deliveries

We aim to process Orders within 2 business days of receipt, although just before and just after public holidays this may become 3 days due to increased demand. Saturdays and Sundays are not business days, so orders placed on a Friday will be processed on the following Monday. Please take into account we will be closed for holidays such as Christmas, Easter and all Public Bank Holidays when placing orders during these times.

To check if your order has been processed, log into Your Account and look under the order status column. If it has not been processed yet it will be flagged as 'Pending'. After your order has been processed and dispatched this status will change to 'Shipped'.

After your order has been dispatched, the time that it takes to reach you will depend on the distance you live from the United Kingdom, and the efficiency of your country's internal mail network. See the next question below for more about delivery times.

Orders are processed within 2 business days and dispatched via one of our contracted Carrier Services or Royal Mail. How long it takes for your order to arrive after dispatch depends on the distance you live from the United Kingdom, and the efficiency of your country's internal mail network.

As long as the address details you supplied with your order were complete and correct, deliveries should normally take:

• United Kingdom - 2 to 4 business days after dispatch
• European Community - 4 to 6 business days after dispatch
• Rest of the World - 12 to 15 business days after dispatch

Please note - during the lead up to, and just after holiday periods, mail traffic inevitably slows down or is delayed so bear this in mind if you are placing an order just before Christmas, Easter or a Public Holiday.

Unfortunately we cannot. After a parcel enters your country, it is subject to circumstances outside of our control which makes it difficult to say exactly how many days it will take to reach you.

First, check the status and progress of your order by logging into Your Account and look under the order status column. If your order status is 'Shipped' and the number of business days outlined above has passed without you taking delivery of your order, there can be several possibilities. The most common reasons for late delivery are:

1. Your delivery was attempted but there was nobody at home to sign for receipt. If the Carrier Service/Postal Service is unable to deliver your parcel they will leave a card for you to re-arrange delivery, - please check to see if this is the case. You must phone the Carrier Company/Postal Service immediately to make arrangements for re-delivery. If you don't contact them within 48 hours they may return your parcel to Quinessence as undeliverable. Should your parcel be returned to us, there would be a further delivery charge to re-send your order.
   
   If the Carrier Company/Postal Service reports that they don't have your parcel, and the estimated delivery times above have passed, go to Customer Support for further help.
   
   
2. The address details you provided were incomplete or incorrect. Without a full address the delivery service may be unable to find you, so check to see that the details you provided us with were correct. You will find this information on the automated Order Acknowledgement eMail that you received after successfully placing your order.

If you did not receive an email Order Acknowledgement it is most likely because you mistyped your eMail address. If this is the case we will not be able to contact you at all, so you will need to contact us via Customer Support.

Keep all the packaging materials including the carton your order was packed in. If your carton was severely damaged in transit you must inform the Carrier Company/Postal Service immediately. Next, contact us via Customer Support so that we can help you sort things out and get replacements.

Please go to Customer Support to provide us with more details, and we will get things sorted out for you as quickly as possible.

We will notify you via e-mail of your refund once we have received and processed the returned or damaged item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return.