FAQ

**How can I contact Madrid Essence?**

You can email us at info@madridessence.com where our customer service team will be happy to assist you with whatever you need.

**Do you ship worldwide?**

Yes, Please check with info@madridessence.com for further information.

**Can I change or cancel my order?**

As our goal is to process orders as quickly as possible, you must request any changes/cancellations within 12 hours of placing the order. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

**What payment methods do you accept?**

We accept all major credit cards (VISA, Mastercard, AMEX) and payments via PayPal.

**When will my order be processed?**

All orders are handled and shipped from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders from Monday to Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.

**How long will it take to receive my order?**

Due to high demand, orders may take up to 2 to 4 weeks to arrive.

**What if I don’t receive my order?**

If you do not receive your order within 30 days of shipment, you are entitled to a full refund.

**Will I be charged customs and taxes?**

Prices shown on our site are tax-free in Europe, which means you may have to pay duties and taxes once you receive your order.

Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office.

Payment of these charges and taxes is your responsibility and will not be covered by us.

We are not responsible for delays caused by your country's customs department.

For more details on charges, please contact your local customs office.

**How do I return an item?**

Please contact us at info@madridessence.com.

**What if the items I received are defective/incorrect/damaged?**

Please contact us as soon as possible if you have received merchandise that is incorrect, missing, and/or defective.

Include your order number, photographs of the items, and all related references upon receiving your package.

We will do our best to resolve your case as soon as possible.

**When will I receive my refund?**

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days following receipt of the returned item or cancellation request.

Please contact the card issuing bank with questions about when the credit will post to your account. If you have not yet received a credit for your return, here is what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.