Frequently Asked Questions
Here you will find a list of the most frequently asked questions and their answers:
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.
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.
- 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:
*Shipping costs are calculated based on your order's weight, volume, and delivery distance.
- 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.
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.
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).
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.