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FAQs

A. PURCHASES

How to buy on s-essential.com?

Is it safe to buy from s-essential.com
Yes! Our payment gateway, MercadoPago, meets all cybersecurity standards and uses robust technology to protect your data and minimize the risk of fraud.

B. PAYMENTS

What payment methods do you accept?

  • Visa, MasterCard, AMEX, Diners Club credit cards, among others.
  • MasterCard and Visa debit cards.
  • Cash via Baloto and Efecty.
  • PSE Bank Transfer for all Colombian banks.
  • Money in MercadoPago
  • Manual Bank Deposit or Transfer at Bancolombia and Davivienda
  • Payment in installments with ADDI.

Please note that, on occasion, payment for your order may take up to 24 hours to be processed and verified (applies to Nequi and E-commerce).

Do you accept cash on delivery?
No. Because the courier would have to return to the warehouse, which would double the shipping cost.

Do you accept Nequi payments?
No. It lends itself to fraud, since transactions can be reversed.

How do I pay with Baloto or Efecty?

  • When making your purchase, choose Baloto or Efecty as your payment method.
  • You will receive an email with the payment reference number, which you will need at the Baloto or Efecty location to make your payment.
  • You will have 48 hours to make your payment; if you do not make it within this time, the order will be cancelled.
  • Once you make the payment you will receive a confirmation email that the payment has been credited and from this moment the delivery time will start counting.

How do I pay with a credit card?
Before proceeding with payment, check that your credit card is authorized by your bank for online purchases. We advise you to contact them or verify your card's benefits on your financial institution's authorized website.

  • You will be asked to verify and correctly enter the card details: franchise, expiration date and security code field.
  • You must verify that the amount you wish to purchase does not exceed the credit limit or approved funds for your credit card.

Once this is done, our payment processor will verify the card and information provided, which may take up to 4 hours. This validation is handled by a third party. The delivery time will begin once your purchase is approved.

How will the charge appear on my credit card statement?
The charge will appear as Mercado Pago.

Do they accept international credit cards at s-essential.com?
We only accept payments with Colombian credit cards.

Why was my purchase rejected?
Your purchase may be declined because it failed our security checks or due to inconsistencies in the information you provided during the checkout process. Your payment may also be declined if your purchase amount exceeds your card's credit limit. If your purchase is declined, we suggest you contact your financial institution.

Do the prices include VAT?
Yes, all products include VAT. The VAT amount and net price will be specified at checkout.

C. SHIPPING

From what point does the delivery time start counting?
Orders are placed with the carrier the same day the transaction is approved, and the courier picks them up after 5:30 pm. The delivery time will begin counting from the next business day between 9:00 am and 6:00 pm.

How long will it take for my order to arrive?
The delivery time for your order may vary depending on the city you are in and the shipping method you choose at checkout.

  • Shipping (2 to 3 business days) - For Medellín, metropolitan area and Rionegro
  • Shipping (2 to 3 business days) - Major cities
  • Express (24 hours) - Exclusive to Medellín

How much does shipping cost?
Your shipping cost may vary depending on the weight of the products you purchase, the package size, and your city. Your shipping cost will be calculated at checkout. An estimated shipping cost is as follows:

  • Shipping cost approximately $9,500 COP - For Medellín, metropolitan area and Rionegro
  • Shipping company: Approximately $16,500 COP - Main cities
  • Express $5,300 COP (depending on your location) - Exclusive to Medellín

*Shipping costs are calculated based on the weight, volume, and distance of your order.

How can I track my order?
As soon as your order is dispatched, we will notify you via the email address you registered when making the online payment. In this email, we will share the link and tracking number so you can track it in real time.

What if I want to change my delivery address or I made a mistake entering my details when purchasing?
You should contact us at 3046701892 or send us an email to ventas@s-essential.com during our business hours: Monday to Friday, 9:00 a.m. to 6:00 p.m.

What happens if they try to deliver my order and nobody is home?
The courier may leave the order with an adult present at the delivery address you specified or at the building's reception desk. If absolutely no one is available to receive the order, depending on the courier, two more delivery attempts may be made before the order is taken to the courier's main office in your city.

Can I pick up my purchase at one of the stores?
When making your online purchase, you can choose the "Store Pickup" option and then, by clicking on the "Select Location" button, you can choose your preferred physical location to pick up your order.

We will notify you via email when your purchase is available for in-store pickup. We will send it to you within 2 to 3 business days at the latest, with no additional shipping costs. We advise against going to the store before receiving the email, as your product may not have arrived yet.

Can I find the same product I saw online in stores?

Our online store is managed from our main warehouse, therefore the inventory at each point of sale and in e-commerce may vary and the promotions shown on the page only apply online.

D. CHANGES AND RETURNS

Right of withdrawal in Colombia:
Cosmetic products, makeup and facial care are personal use products; therefore, the right of withdrawal does not apply to these products in accordance with the provisions of numeral 7 in article 47 of law 1480 of 2011.

Do you offer product exchanges?
You can request an exchange for your cosmetic product within 8 calendar days , provided it is due to a defect, has not been used, and is properly sealed. For electronic products, you can request an exchange within 3 calendar months , and this only covers manufacturing defects. In neither case are exchanges made for damage caused by impact or improper use.

Can I exchange a product I bought online at a physical store?
No. In this case, you should contact us at 3046701892 from Monday to Friday, 9:00 a.m. to 6:00 p.m., or via email at ventas@s-essential.com

How much does it cost to make a change?
When making a change, you will have to assume the cost of shipping the product to our warehouse.

E. ORDER CANCELLATION

Once you have paid and placed your order, you can only cancel it BEFORE we hand it over to the carrier . There is NO WAY to cancel the order once the carrier has it, even if it is "delayed," as delivery times are approximate.

By purchasing our products you automatically accept the shipping terms and policies, which are 2 to 3 business days for major cities or 3 to 5 business days for hard-to-reach places.

The acceptance or rejection of a cancellation depends on various factors, such as the reason for the cancellation, payment method, shipping policies, general terms and conditions, etc. Essential Beauty Shop® reserves the right to analyze each case and accept or reject cancellations according to the company's internal terms and policies.

If yes:

Refunds can be processed through Mercado Pago or ADDI. If you paid by credit card, it may take up to 30 business days. If you paid via Efecty, PSE, bank transfer, Baloto, etc., we will need to arrange the refund once the funds have been credited to our account, as we must receive them before we can issue a refund.

If you have any questions, please email us at sales@s-essential.com. Please note that our business hours are Monday through Friday from 9:00 am to 6:00 pm (closed Saturdays, Sundays, and holidays).

If no:

The person will be contacted via email or WhatsApp notifying them that the request has been rejected.

Shopping



















































Yes! Our payment processor, MercadoPago, meets all cybersecurity standards and uses robust technology to protect your data and minimize fraud risks.
We always want to offer you the best shopping experience. That is why our online store features special distributor-style pricing, designed to provide you with greater benefits from the comfort of your home. In our physical stores, prices reflect a traditional retail model, where you can also benefit from personalized service and direct advice. Both options are designed to suit your needs, whether you prefer to shop online or visit us in person. You choose the method that works best for you!

Payments

  • Credit cards: Visa, MasterCard, AMEX, Diners Club, among others.
  • Debit cards: MasterCard, Visa.
  • Cash via Baloto and Efecty.
  • Bank transfer via PSE for all Colombian banks.
  • MercadoPago funds.
  • Installment payments with ADDI.






Please note that, at times, payment for your order may take up to 24 hours to be processed and verified.
No, because the courier would have to return to the warehouse, which would double the shipping cost.
No. It is susceptible to fraud, as transactions can be reversed.
  • When making your purchase, select Baloto or Efecty as your payment method.
  • You will receive an email containing the payment reference number, which you will need to provide at the Baloto or Efecty location to complete the payment.
  • You have 48 hours to make the payment; if it is not completed within this timeframe, the order will be cancelled.
  • Once the payment is made, you will receive a confirmation email stating that the payment has been processed, and the delivery timeframe will begin from that moment.
Before proceeding with the payment, please ensure your credit card is authorized by your bank for online purchases; we recommend contacting your bank or checking your card's benefits on your financial institution's official website.


  • You will be asked to verify and correctly enter your card details: the card network, expiration date, and security code.
  • Please ensure that the purchase amount does not exceed your credit card's approved limit or available funds.


Once this is done, our payment processor will validate the card and the information provided—a process that may take up to 4 hours. This validation depends on third parties. Delivery time begins once your purchase is approved.
The charge will appear as Mercado Pago.
No. We only accept payment with Colombian credit cards.
Your purchase may be declined because it failed our security checks or due to inconsistencies in the information you provided during the checkout process. Your payment may also be declined if your purchase amount exceeds your card's credit limit. If your purchase is declined, we suggest you contact your financial institution.
Yes, all products include VAT. The VAT amount and the net amount will be specified at checkout.

Shipping

Orders are handed over to the carrier on the same day the transaction is approved, with pickup taking place after 5:30 PM. The delivery timeframe begins on the following business day, between 9:00 AM and 6:00 PM.
Delivery time may vary depending on your city and the shipping method selected at checkout.

  • Courier (2–3 business days) – For Medellín, the metropolitan area, and Rionegro
  • Courier (2–3 business days) – Major cities
  • Express (24 hours) – Medellín only
Your shipping cost may vary depending on the weight of the products purchased, the package volume, and your location. The shipping cost will be calculated at checkout. Estimated shipping costs are as follows:

  • Standard Carrier *(2–3 business days)* approx. $8,500 COP – Medellín and metropolitan area
  • Standard Carrier *(2–3 business days)* approx. $18,500 COP – Major cities
  • Express *(24 hours)* _from_ $12,500 COP _(depending on location)_ – *Medellín only*



*Shipping costs are calculated based on your order's weight, volume, and delivery distance.
Once your order has been dispatched, we will notify you via the email address provided during online payment; this email will include a link and a tracking number so you can track your order in real time.
You should contact us at 3046701892 or send us an email to ventas@s-essential.com during our business hours: Monday to Friday, 9:00 a.m. to 6:00 p.m.
The carrier may leave the order with an adult present at the specified delivery location or with the concierge/reception desk of your building complex. If there is absolutely no one available to receive the order, depending on the carrier, up to two additional delivery attempts may be made before the order is taken to the carrier's main office in your city.
When making your online purchase, you can select the “Store Pickup” option; then, by clicking the “Select Location” button, you can choose your preferred physical location to pick up your order.

We will notify you via email when your purchase is ready for pickup; it will arrive within a maximum of 2 to 3 business days, with no shipping cost. We advise against visiting the store before receiving the email, as your product may not have arrived yet.
Our online store is managed from our main warehouse; therefore, inventory levels at individual retail locations may differ from those online, and promotions displayed on the website apply only to online purchases.

Exchanges & Returns

In Colombia, the right of withdrawal does NOT apply to all products. Cosmetics, makeup, and facial care items are products for personal use; therefore, the right of withdrawal does not apply to such products, in accordance with Article 47, Item 7 of Law 1480 of 2011.
You may request an exchange for your cosmetic product within 8 calendar days, provided the request is due to a defect, the product has not been used, and it remains properly sealed. For electronic products, you may request an exchange within 3 calendar months, covering manufacturing defects only. In neither case are exchanges made for damage caused by impact or improper use.
No. In this case, please contact us at 3046701892—Monday through Friday, from 9:00 AM to 6:00 PM—or via email at ventas@s-essential.com.
When making an exchange, you will be responsible for the cost of shipping the product to our warehouse.

Order cancellation

Once you have paid for and placed your order, you may only cancel it BEFORE it is handed over to the carrier. There is NO WAY to cancel the order once the carrier has possession of it—even if it is "delayed"—as delivery times are estimates.


By purchasing our products, you automatically accept our shipping terms and policies: 2 to 3 business days for major cities, or 3 to 5 business days for remote or hard-to-reach locations.


Whether a cancellation is accepted or rejected depends on various factors, such as the reason for the cancellation, the payment method, shipping policies, general terms, etc. Essential Beauty Shop® reserves the right to review each case and accept or reject cancellations in accordance with the company's internal terms and policies.
Refunds can be processed via Mercado Pago or ADDI. If you paid by credit card, the process may take up to 30 business days. For payments made via Efecty, PSE, bank transfer, Baloto, etc., we will need to arrange the refund once the funds have cleared in our account, as we must receive the payment before we can issue a refund.


If you have any questions, please email us at ventas@s-essential.com. Please note that our customer service hours are Monday through Friday, from 9:00 a.m. to 6:00 p.m. (excluding Saturdays, Sundays, and public holidays).
The person will be contacted via email or WhatsApp notifying them that the request has been rejected.
Need help? Contact us.