FAQ

Welcome to the Equessence Help Center.
We’re here to ensure your shopping experience is seamless from start to finish. Below, you’ll find answers to some of our most common customer inquiries. If you still need assistance, please don’t hesitate to reach out to our support team — we’re always happy to help.

🛍 About Orders

Q1: How long does it take to process my order?
A: Orders are typically processed within 1–3 business days after payment is received. Please note that we do not ship on weekends or public holidays. Orders placed on Friday evenings or holidays will begin processing the following business day.

Q2: Can I change or cancel my order after placing it?
A: If your order hasn’t entered the packaging or shipping stage, we may still be able to make changes or cancel it. Please contact us as soon as possible at anonawildonera173931@outlook.com and include your order number for faster assistance.

Q3: What payment methods do you accept?
A: We currently accept:

  • Credit/Debit Cards (Visa, MasterCard, American Express, Discover)

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay (installment options available for eligible orders)

Q4: I didn’t receive a confirmation email. What should I do?
A: Please check your spam or promotions folder. Ensure that your email address was entered correctly at checkout. If you still can’t locate it, contact our support team and we’ll resend your confirmation email promptly.

🚚 Shipping & Delivery

Q5: Do you ship internationally?
A: Yes! We currently ship to:

  • All U.S. states (including Hawaii and Alaska)

  • Canada, Australia, the UK, and selected EU countries
    To verify availability in your area, enter your ZIP/postal code at checkout or contact us directly.

Q6: How long does shipping take?
A:

  • Standard U.S. Shipping: 3–7 business days

  • Expedited U.S. Shipping: 1–3 business days

  • International Shipping: 7–21 business days (varies by destination and customs)

Q7: How do I track my order?
A: Once your order ships, you’ll receive a confirmation email with a tracking number and a link to monitor your shipment. You can also log in to your account to view your order status anytime.

Q8: My package says “Delivered,” but I haven’t received it.
A: Please check the following before contacting support:

  • Was the package accepted by a neighbor, roommate, or building concierge?

  • Was it left at your mailbox, doorstep, garage, or parcel locker?
    If you’re still unable to locate your package, contact us immediately — we’ll help investigate with the shipping carrier.

🔁 Returns & Refunds

Q9: What is your return policy?
A: We gladly accept returns within 30 days of delivery. Items must be unused, in their original condition, and include all packaging. Please refer to our Return Policy for full details.

Q10: What items are non-returnable?
A: The following items cannot be returned:

  • Used or damaged products

  • Personalized/custom-made items

  • Final sale or clearance items

  • Opened beauty or hygiene products (for safety reasons)

Q11: Do I have to pay for return shipping?
A:

  • If your return is due to a defective item or error on our part, we’ll cover the return shipping cost.

  • If the return is due to personal preference (e.g., wrong size or change of mind), the customer is responsible for return shipping.

Q12: When will I receive my refund?
A: Once your return is received and inspected, refunds are typically processed within 5–10 business days back to your original payment method.

🛡 Product Quality & After-Sales Support

Q13: What should I do if my item arrives damaged or defective?
A: Please take clear photos and email us within 72 hours of delivery at anonawildonera173931@outlook.com. Our team will respond within 24 hours and arrange a replacement or refund as needed.

Q14: Do your products come with a warranty?
A: Our apparel and beauty products are not covered under warranty. For any electronic or accessory items, please refer to the product description or reach out to our support team for specific warranty details.

🧾 Other Questions

Q15: Do you accept discount codes?
A: Absolutely! If you have a valid promo code, simply enter it in the “Discount code” field at checkout. Please note that some promotions may not be combinable.

Q16: Can I send an order as a gift?
A: Yes! You can mark your order as a gift at checkout. We’ll remove price tags and, when available, include simple, elegant gift-ready packaging.

Q17: How can I contact you?
A:
📧 Email: anonawildonera173931@outlook.com
📍 Address: 10239 Jordan Avenue, Los Angeles, CA 91311, United States
Our support team typically responds within 24 hours on business days.