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FAQs, Shipping & Returns

 

How can I contact you?

We have a Live Chat on the website between Monday - Friday 9am - 5pm, or email us at orders@essentialsforzula.com 

 

What size do you order?

Head to our Live Chat or email orders@essentialsforzula.com so we can help you personally find your best fit. We have also created a size guide, which can be seen here.

 

Where do you ship?

We ship worldwide. 

 

Where do you ship from?

Today, we are based in Vienna, Austria. We used to ship from our family-run factory in Bangkok, Thailand however, this method wasn't perfect since shipping was slow and import duties were high. To combat this issue, we've moved our warehouse to the EU and incurred the cost of duties ourselves so that our garments are delivered in a timely manner and the prices displayed on our website are final. We hope that this will improve the shopping experience for most of our customers. But if for any reason, you are still unhappy, drop us a line at info@essentialsforzula.com. We know we are not perfect and we are always looking for ways to improve. 

 

 

How much is shipping and how long will it take?

Delivery Times

In the table below, you will find the delivery times. Please be aware that the specified delivery times will exclude the time taken to pick and pack your order. In high seasons, the processing time may be slower.

 

Delivery Time

Country

Delivery

Austria

1 - 2 working days

Germany

3 – 5 working days

Switzerland

5 - 7 working days

Rest of the EU (Incl. UK)

5 - 7 working days

North America

3 – 4 working days

Australia

3 - 4 working days

Please note: For orders placed within Austria before 12 pm (Monday – Friday), we will try to deliver the package the following day, if the items are in stock.

 

Delivery Prices

Country

Prices are flat rate

Austria

€3,90

Germany

€5,90

Switzerland

€14,90

Rest of the EU (incl. UK)

€8,90 

North America

19,90

Australia

29,90

Delivery of goods outside the European Union may incur import duties (customs and VAT).  

We are not responsible for duty and taxes that may incur overseas.

While we do everything we can to ensure safe delivery of your item(s), please note that we are not liable for any lost goods once we have handed a tracking number as this is deemed proof of delivery. In addition, delivery times are controlled by the courier companies that we work with. The duration we display above should be used as a guideline only.

 

Out of stock?

To prevent overproduction and waste, we produce our items in small batches at a time. For this reason, items can become out of stock fairly quickly in the high season but we will try our best to restock our items as quickly as possible. Please be aware that we produce all our garments ethically, by hand, in our small, family-run factory. All of our garments are produced with love and care so this means that restocking can take some time. If the items that you would like are sold out for a while, please email us at orders@essentialsforzula.com. We are happy to try and assist your request.

 

Can I track the delivery of my order?

Yes, you can track your order. Your tracking number will be embedded in your shipping confirmation email. 

 

Will I have to pay any additional tax & import duty?

Our products are dispatched from the EU. Any orders made within the EU will not incur any tax or import duty.

Any orders made outside of the EU will be subject to tax and import duties. Please be aware that the customer will be responsible for these payments. Payment of the above is necessary to release your package from customs on arrival. Payment will not be refunded for any shipments that are refused or abandoned by you. 

If you are unsure of the charges please contact your local customs authority or your local post office before placing an order. Below are some useful links and information about taxes and import duties:

  • Switzerland: Packages are not subject to VAT charges up to a certain threshold of 300 CHF. Import duties are charged by weight, whilst most other countries collect their customs duties on a value basis. More information can be found here
  • Australia: Packages are generally not subject to customs or duties (up to 1000 AUD) More information can be found here
  • USA: Packages are not subject to customs or duties until a certain threshold (up to approx. $800+). More information here.  

The information above should be used as a guideline only, if you would like to know your exact costs, please contact your local customs office before placing an order. 

  

What is the return policy?

Incase you are unhappy with your item(s), we will happily refund your items(s). Purchases must be returned to us within 14 days from receipt of the delivery. We will accept your return of unworn, unwashed, unaltered merchandise. Please exercise caution when trying on the garments, especially the swimwear bottoms. We kindly ask you to notify us via email at orders@essentialsforzula.com stating the order number in the subject line and the reason for the return. We will then contact you back with a printable return form and our return address.

Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.

We do not accept returns or exchanges on items discounted, purchased on sale or using a promotion code. In addition, refunds are made for the product but do not include the cost of shipping. 

 

Can I exchange my item(s)?

If you want to make an exchange for another size or colour, please return the item(s) to us and make a new purchase. This will ensure that the item that you wish for is in stock. If you would like to make a second purchase and have not received a refund from your first order, please email us immediately at orders@essentialsforzula.com. 

 

What is a pre-order item? Can I cancel my pre-order?

A Pre-order item is one that you order before we have it in our stock.  You may cancel up until the time your order has been processed.  To cancel, you may email us at orders@essentialsforzula.com.

 

Where do you get your fabric from? 

Since we have a variety of products; we source our fabrics from several different suppliers within Thailand. The reason why we buy our fabrics in Thailand is to help support the local economy of textile/garment manufacturers. The economy in Thailand has been heavily damaged by “fast fashion” giants who demand large quantities of clothing, for cheaper prices, which mean cheaper labour and more hazardous working conditions. Other countries, have taken advantage of the fast fashion movement and are fulfilling the needs of the clothing giants with larger facilities and cheaper labour.  Due to this, countries like, Thailand, are being squeezed out of the equation. By supporting the local economy in Thailand, we are trying to make a difference. We can put more pressure on creating a need for small-medium sized garment/textile factories, and we can help improve fair/ethical working and pay conditions in Thailand and set an example for the rest of the garment factories worldwide.

 

Are the workers earning fair income and are they treated with respect? 

All garments are made in-house in our family run garment facility in Bangkok. The seamstresses are paid above Thai minimum wage standards and have fair working hours. They are paid overtime hours if they work for longer than 9am-5pm. The employees are treated to a monthly luncheon, where majority votes are taken to choose the meal of the month! The factory has been established almost 30 years ago, and some of the employees have been with us for the same amount of time. 

 

More Questions?

For questions regarding your order, email us at orders@essentialsforzula.com.

If you have general questions, email us at info@essentialsforzula.com.

Alternatively, you can simply use our Live Chat or contact page to get in touch. We will aim to respond to all inquiries within 48 hours. Since we are a small team, please have patience as we try to deal with every inquiry personally.

 

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