Short answers to the most common questions. If you cannot find yours, contact us.
About the store
Who is behind My Essenza?
Jardim Idílico Unipessoal Lda, a Portuguese company with NIPC 518764532, with its registered office and warehouse in the Zona Industrial de Amorim, Póvoa de Varzim. Full details are in the Legal information.
How do I know the store is safe?
Our only address is www.myessenza.eu and our e-mails always end in @myessenza.eu. Payment is made on a secure, encrypted page, and we never ask for payment by other means. If you receive anything suspicious, see the fraud alert.
Orders
Do I need to create an account to buy?
No. All you need is your e-mail address, delivery address and a telephone number. With an account, you keep your order history and wish list.
Will I receive a confirmation?
Yes, by e-mail, right after payment. If you cannot find it, check your spam folder.
Can I change or cancel my order?
Yes, as long as it has not been shipped: write to essenza@myessenza.eu with the order number. Once shipped, you may withdraw from the purchase within 14 days of receipt. Canvases can only be cancelled before they go into production.
Do you issue invoices with a tax identification number?
Yes, with the VAT of the country of delivery. For an invoice in a company's name, send us the tax identification number with the order number before shipment.
Payment
What payment methods do you accept?
Credit or debit card, Apple Pay, Google Pay and Klarna; in Portugal also MB WAY and Multibanco. In other countries there are local methods, such as Bizum, Bancontact, BLIK, Satispay, MobilePay or Twint. The available options are always shown at checkout. See Payment methods.
Can I pay in instalments?
In several countries, Klarna may allow you to pay in instalments or later, subject to approval by Klarna.
Do prices include VAT?
Yes. For deliveries within the European Union, the price includes the VAT of the country of delivery. The shipping costs and the total are shown before payment.
Shipping and delivery times
How much does shipping cost?
Shipping is free to mainland Portugal, mainland Spain and the other countries of the European Union, with no minimum order. For the islands (Azores, Madeira, Balearic Islands, Canary Islands), Ceuta, Melilla, Sardinia, Sicily and Calabria, and also Switzerland and Liechtenstein, shipping costs are calculated at checkout, according to weight.
How long does delivery take?
These are estimates in business days, counted from the confirmation of payment:
- Mainland Portugal and mainland Spain: 2 to 7 business days (some bulky items up to 11);
- France, Italy, Germany and other countries of the European Union: 5 to 17 business days;
- Azores, Madeira, Balearic Islands, Canary Islands, Ceuta and Melilla: 5 to 17 business days;
- Switzerland and Liechtenstein: 7 to 20 business days.
The estimated delivery time for each item is also shown at checkout. Canvases take 2 to 4 business days of production, plus transport. Full table at Shipping and delivery times.
How do I track my order?
With the tracking number we send you by e-mail when your order is shipped, or at Track your order. An order with several items may arrive in different parcels and on different days.
Does furniture arrive assembled?
As a rule, no: it arrives packed, with instructions and fittings. See the assembly guide.
Returns, refunds and guarantee
Can I return an item?
Yes. You have 14 days from receipt to withdraw, without giving any reason. Notify us by e-mail and return the item to our warehouse in Póvoa de Varzim; the return shipping costs are borne by the customer. Exception: the personalised canvas. See Returns and exchanges.
When will I receive my refund?
Within a maximum of 14 days from the day you inform us of your withdrawal; we may withhold the refund until we have received the item or proof that you have returned it. It is made using the same means of payment and, once processed, may take 1 to 5 business days to appear in your account.
What if it arrives damaged or a part is missing?
Send us photographs of the item and the packaging, with the order number. We will send the part, replace the item or issue a refund, at no cost to you.
What guarantee do the items have?
A 3-year legal guarantee of conformity from delivery (Decreto-Lei n.º 84/2021). See Guarantee.
How do I make a complaint?
Please contact us first. You may also use the Livro de Reclamações Eletrónico (electronic complaints book) or an alternative dispute resolution entity.
Luna Art canvases
Are they ready to hang?
Yes, with a hanging kit. The image continues around the sides of the frame, so no additional frame is needed.
Where are they made?
In a partner workshop in the European Union, only after the order is placed.
2 cm or 4 cm frame?
The 2 cm frame is light and modern; the 4 cm frame has more presence, with a gallery effect.
Businesses and brands
Do you sell to businesses?
Yes, with an invoice in the company's name. See Sales to businesses.
I have a brand and want to sell on My Essenza. How do I do this?
Write to essenza@myessenza.eu with the subject "Partnership" or see Become our supplier.
Where can I read other customers’ reviews of the shop?
On Trustpilot, an independent platform where customers review My Essenza and where we reply to reviews: see the reviews on Trustpilot.
Did not find the answer? Contact us: essenza@myessenza.eu · +351 308 802 194.