FAQ
❓ Frequently Asked Questions (FAQ)
🏠 General
🧾 How do I create an account?
Click on the 👤 “My Account” icon and select Create an Account. Enter your email and a password to get started. With an account, you can track orders, manage addresses, and enjoy a faster checkout.
🔐 What if I forget my password?
Click “Forgot Your Password?” on the login page. We’ll email you a secure link to reset it.
🛠 How do I update my account info?
Log in, go to My Account, and you can update personal details, address book, and more.
📞 How can I contact Essentials Oasis?
Reach us via:
- 📧 Email: shop@emmaside.com
- ☎️ Phone: 07493 768 791 (Mon–Fri, 9AM–5PM)
- 💬 Live Chat available on our website
📦 How do I track my order?
Log into your account → “My Orders” → View your tracking link once the order ships.
📝 Can I leave a review?
Yes! Leave product reviews on our website or share feedback via Trustpilot and Google Reviews.
🔄 Will out-of-stock items return?
Yes. Sign up for back-in-stock notifications on the product page to get alerted instantly.
💳 What payment methods do you accept?
We accept:
- Visa / MasterCard / Amex
- 💳 Debit Cards
- 🅿️ PayPal
- 💰 Klarna (Pay in 3 or Pay Later options available at checkout)
🧾 Can I pay in instalments with Klarna?
Yes! Select Klarna at checkout to either:
- Pay later in 30 days
- Pay in 3 interest-free instalments
🎁 Smile Rewards Program
🌟 What is Smile Rewards?
Smile Rewards is our exclusive loyalty program that lets you earn points every time you shop.
🎉 How do I earn points?
- 🛒 Earn points on every purchase
- 💬 Refer a friend for bonus points
- 🎂 Get birthday rewards
- 📝 Leave product reviews to earn more!
💳 How do I use my points?
Redeem your Smile points at checkout for money off your order.
📲 How do I join?
Simply create a free account on our site. You'll be automatically enrolled in Smile Rewards.
🚚 Orders & Delivery
🏪 Can I collect my order?
We’re an online-only retailer – collection isn’t available. We deliver direct to your door!
📦 What are your delivery times?
- Free standard delivery on all UK mainland orders
- Orders dispatched within 24 hours
- Delivered within 2–5 working days
🚫 Do you deliver outside mainland UK?
Currently, we only deliver to UK mainland (excludes Northern Ireland, Scottish Highlands, Isle of Wight, Isle of Man, etc.)
📬 Can I choose a safe place for delivery?
Yes – add delivery instructions at checkout. Please note: items left in safe places are at your own risk.
📭 What if I miss my delivery?
The courier will attempt re-delivery or leave instructions for redelivery or collection.
✏️ Can I change my delivery address after ordering?
Contact us ASAP. We’ll do our best to help, but address changes are not always possible once processing begins.
⏳ My order hasn’t arrived—what do I do?
Check your tracking info in your account. Still need help? Contact our support team.
🔄 Returns & Refunds
📅 What’s your returns policy?
We offer a 30-day return window. Items must be unused, in original packaging, and in resalable condition.
📩 How do I start a return?
Contact support with your order number and reason for return. We’ll guide you through it.
📦 Who pays for return shipping?
- Faulty or incorrect items: We cover return costs
- Change of mind: Return shipping is customer’s responsibility
💰 How long do refunds take?
Refunds are processed within 7–14 working days after we receive and inspect your return.
📸 What if my item is damaged or faulty?
Please email us within 7 days of delivery with photos and your order number. We’ll send a replacement or issue a refund.
🔁 Can I exchange an item?
Yes – if the alternative item is in stock. Contact our team to arrange.
🧑💼 Account & Preferences
🎁 Do you have a loyalty program?
Not yet, but stay tuned – we’ve got exciting things in the works!
📤 How do I unsubscribe from your newsletter?
Just click “Unsubscribe” at the bottom of any marketing email.
🗑️ How do I delete my account?
Contact us directly and we’ll process the deletion for you.
Still have questions?
📬 Reach out via our Contact Us page — we’re here to help!