FAQs

📩 How can I contact Essendi?

You can reach us at info@essendi.shop — our customer service team is happy to help with any questions, concerns, or feedback!

🌍 Do you ship worldwide?

Yes! We proudly ship to customers all around the globe.

📦 Where do you ship from?

All orders are shipped from our warehouse in Hong Kong.

🔄 Can I change or cancel my order?

We process orders quickly to get them to you fast.
If you need to make changes or cancel your order, please contact us within 12 hours of placing it.
After that window, changes or cancellations are no longer possible — but don’t worry, you can still return the order for a full refund once you receive it.

💳 What payment methods do you accept?

We accept all major credit cards, including VISA, Mastercard, and AMEX, as well as PayPal.

⏱️ When will my order be processed?

We process orders Monday through Friday, excluding weekends and holidays.

  • Orders are typically processed within 1–3 business days.

  • Once processed, your order ships out the following business day.

  • Please allow extra time during peak seasons and holidays.

🚚 How long will it take to receive my order?

Due to high demand, orders typically arrive within 1–2 weeks after shipping.

📦 What if I don’t receive my order?

If you haven’t received your order within 20 days of shipping, you’re eligible for a full refund. Just contact us at info@essendi.shop, and we’ll take care of it.

🛃 Will I be charged customs and taxes?

Prices on our site are tax-free in USD. However:

  • Depending on your location, you may be required to pay import duties, taxes, or customs fees upon delivery.

  • These charges are determined by your local customs office and are not included in your purchase price.

  • All import fees are the responsibility of the customer.

  • We are not responsible for any customs delays.

For more information, please contact your local customs office.

🔁 How do I return an item?

Please contact us at info@essendi.shop to start a return. We’ll guide you through the process.

🧾 What if I receive a defective, incorrect, or damaged item?

We’re so sorry! If you receive anything incorrect, damaged, or missing:

  1. Email info@essendi.shop

  2. Include your order number and photos of the item(s)

  3. We’ll work quickly to resolve the issue for you

💵 When will I receive my refund?

Refunds are issued to your original payment method.

  • If you paid by credit or debit card, it typically takes 7–10 business days for your bank to process the refund.

  • Please contact your card-issuing bank for more details on when the credit will appear in your account.