FAQ

@ Register / Account

- Why do I need to create an account? 

An account will enable you to track your current and previous orders as well as enable Elegant Essence to provide you with better customer support.

- How do I create an account? 

You can create an account by clicking on Log In near the top of the web page. Then, look at the NEW CUSTOMER area and begin creating your account.

- How do I edit my account information? 

You can edit your account at anytime by clicking on My Account. You can then select from multiple options to edit your account.

- I forgot my password. 

If you forgot your password you can easily recover it by simply clicking on the “Account” tab on the top of the main page. If you take a look under the “Returning Customers” log in box, you will see the “Forgot your password” link that will prompt you to a new page requiring your e-mail address you initially entered during the account creation process. The system will then send you a new password that you can change at any time.

- I do not own a business, is there any way I could purchase the item?

If you do not have an active business at the moment, your order will not be processed because all sales are for retailers only.

@ Order & Payment

- Can I order samples? 

We do not provide any samples so it is up to you as the customer to purchase the select item.

- What is minimum order size? 

The minimum order amount is $50 not including the shipping fee and there is no minimum quantity that you must purchase for each style.

- How can I change or cancel my order?

Please call us as soon as possible to either add or remove an item from your order, or if you wish to simply cancel your order. Please be advised that once an order is being packed we are no longer able to modify your order.

- Has my order shipped? 

As soon as your order is shipped, you will receive a shipping confirmation email. This will include a tracking number to help you track your shipment.

- Why is my order on pending?

If your order status is pending this means that your order is being processed at the moment. Just incase there may be a problem, please make sure to enter your correct billing address as shown on your credit card statement along with the correct credit card number, expiration date and the cvv number in order for your items to be processed in a timely fashion.

- How can I track my order? 

Confirmation e-mail will be sent once your order has been shipped. This confirmation will include the tracking number and estimated delivery date in the e-mail. You can always check your order status in the “My Accounts” section on our website which is updated throughout the day.

- When will my backorder arrive? 

If you order an item that is backordered, you will be notified when a backorder will arrive in our warehouse. If your item is currently backordered, we will ship it as soon as it is in stock. You will receive a shipment confirmation email when your item(s) ship. Your credit card will not be charged for items until they ship.

- What if an item is missing from my shipment? 

Check the packing slip that was included with your order. In order to fill your order quickly and efficiently with items in stock we may have split your order into multiple shipments we would indicate on your packing slip.

- What credit card do you accept?

We accept all major credit cards such as Visa, MasterCard, American Express, and Discover card. We use PayPal Virtual Terminal to process credit card payment. PayPal helps protect your credit card information with industry-leading security and fraud prevention systems. Please select Credit Card at check out to pay by credit card. Your credit card will not be charged for item(s) until they are shipped out.

- When will my credit card be charged? 

Your credit card will not be charged until your order is processed and ready to be shipped out. You will only be charged for the items that are being shipped to you along with the actual shipping and handling fee.

- I need a copy of my receipt/invoice. 

You can view previous orders and charges by logging into your account.

- How do I use a coupon? 

Shop as you normally would. When you are ready to check out, click on the Check Out link. Under Payment Information you will see the following text: “Discount Coupons Redemption Code" with a bank field next to it. Enter your coupon code into the blank field and then click CONTINUE to receive your coupon benefits and complete your order.

@ Shipping & Return

- When will my order ship? 

Items that are in stock will ship within 24hours after you place your order. (We do not ship Saturdays, Sundays, or holidays), however some orders might take 24-48 hours to process. If there is a delay you will be contacted immediately. Currently we only utilize UPS as the main source to ship out packages. All orders will be shipped out via UPS standard ground shipping unless specified. 

- What countries and addresses do you ship to? 

We ship orders to USA and Canada. We currently do not ship to PO, APO, or FPO addresses. For some international orders, we might request additional information before processing order.

- How much will it cost to ship my order?

The shipping cost will vary depending on the value, weight and the destination to where the package will be shipped. You will be able to view the estimated shipping cost in the shopping cart before checking out or simply clicking on the “Estimated Shipping” tab at the bottom of the page. In some cases the actual shipping cost will be less than the estimated cost. We will then adjust the shipping cost prior to shipping out the package and also notify you.

- Is there additional cost for shipping?

Please make sure to enter your shipping address correctly. There will be an additional charge of $10 to your account if UPS makes an address correction. If the order is returned to us, you will be charged for 50% of the extra shipping fee imposed by UPS.

- What is your return policy?

In the rare instance that your merchandise is delivered to you in a defective, damaged or incomplete condition, please e-mail us at Contact@wholesale24x7.com within 7 days of delivery. We will then issue RMA for return, please enclose the RMA form along with the copy of the invoice in the return shipment. Elegant Essence has the option to service first, repair or exchange the damaged piece.

Please make sure that you are returning the item within 14 days of receiving the item. Items received after the 14-day return period will be rejected, and your package will be returned to you and you will be charged for additional shipping. Should we receive the same late return package a second time, we will keep the merchandise and no credit will be issued. Please keep in mind that any item(s) returned to us without RMA or contacting us, we will not issue a refund or credit. 

- When will my credit card be refunded? 

You will be refunded as soon as we receive your returned item. You can expect a refund in the same form of payment originally used for purchase. Please allow 3-4 business days to see the refund transaction on your statement.

- Have more questions? 

Please call us at 212-203-4648 (9AM to 5PM EST.) or send e-mail to contact@wholesale24x7.com / elegantessence@gmail.com.