Help Center

Find answers to common questions about orders, shipping, claims, and policies.

Wholesale ordering guide

From search to your first order

Use these steps to find inventory, understand minimums, and get help before checkout.

Explore catalog Get wholesale price list Ask a wholesale specialist
  1. 01

    Complete your account

    Register as a buyer and complete your business profile so your pricing, lists, and orders stay connected.

  2. 02

    Search the inventory

    Search by brand or product. Open the product page to review availability, price, and minimum quantity.

  3. 03

    Build your cart

    Check each product’s presentation and quantity. Meet your program’s minimum in the cart.

  4. 04

    Submit your order

    We confirm quantities, costs and delivery before sending the payment link. You can ask for help at any step.

Frequently Asked Questions

Do you accept returns or exchanges?
All sales are final. We do not accept returns or exchanges.
Can I make changes or cancel my order?
Once an order is submitted and marked as “Processing”, we are unable to make changes or cancel it. We process orders quickly so they can ship as soon as possible.
I am missing item(s) in my order.
We’re sorry for the inconvenience—this is very rare. Every order goes through multiple verification steps and items are UPC barcode‑scanned prior to shipping. If you believe something is missing, please contact us within 3 days of delivery and include: • Order number • Missing item name / UPC (or SKU) • Quantity missing • Photos of the shipping label and the full contents received (recommended)
I received broken/damaged item(s).
We pack orders carefully, but damage can occur in transit due to pressure, heat, or carrier handling. Please contact us within 3 days of delivery and include: • Order number • Photos of the damaged item(s) • Photos of the outer box and packing materials • Photo of the shipping label
Do you issue refunds?
We do not issue cash refunds. Approved claim resolutions are provided as store credit (credit memo) that can be applied to future orders. Store credit does not expire.
I am an international customer. Do I have to pay for customs and taxes?
Yes. International shipments may be subject to customs duties, taxes, and other fees that are not included in your order total. The buyer is responsible for these charges. Please check with your local customs office for details.
What if an item is damaged during international transit?
If an item is damaged during international transit, the claim must be filed with the courier/shipping provider. We can provide supporting documentation if needed—contact us and we’ll help.
How do I contact customer service?
For all inquiries, please email inquiries@esenciamundial.com. Please include your order number when applicable.