After purchasing 3 quite expensive items from Escentual I found one, a foundation to be too dark for my complexion, I could see it was too dark through the glass bottle, without even having to try it and sent it back for a refund in its original state and original packaging. However, Escentual refused to give a refund saying it had been used (which it had not) saying the fluid was in the pump ! The foundation I chose to retain also had the fluid near the top of the pump and I explained this to them but they refused to take my word for this. They sent the unused item back to me and refused me a refund. This review is a word of warning to other customers who may find themselves in the same situation. I feel cheated and quite sad to think that my word was not good enough for them. Would I recommend Escentual, yes, but only if you know exactly what you want, if you are not sure use a department store where you are assured of good customer service and you are assured of a refund.

i sent two e-mail to your customer service, i bought two items last month, but i still didn't receive it, i 'd like to know what happened ?

First bottle came smashed replaced no problem but when 2 nd bottle arrived was meant to be gift wrapped with a printed labek as that is the way I ordered the first bottle i contacted them twice not even a reply if apology or we wil sort this £180 spent with them in 2 months so I won't be giving them any more custom