How to search for products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the fewer products you will get on the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

How are shipping costs calculated?

Shipping costs are calculated based on shipping method (air, sea or land) and product weight/volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

Which payment methods do we accept?

Payment methods include PayPal and Credit cards.

PayPal is a safer, easier way to send and receive money online. When you select PayPal as the payment method, you will be linked to the PayPal site where you can make payment.

PayPal can be used to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-check (i.e. using your regular Bank Account).

1) After viewing your items on your shopping cart page, you can click and check out with PayPal. Then you will leave our site and enter PayPal’s website.
2) You can sign in to your PayPal account, or you can create a new one if you haven’t got one.
3) You can use the PayPal as you want according to the on-screen instructions.

Usually, PayPal e-check will take 3-5 business days to be confirmed by PayPal.

The reasons why we suggest you use PayPal:

Payment is traceable. By using your PayPal account, you can trace the status of your payment.
When you make payment for your order, you don’t need to use your credit card online (you can transfer directly from your bank account). When you use your credit card through PayPal, nobody will see your credit card number, which will minimize the risk of unauthorized use.

Do you ship internationally?

For now, our sites ship directly to the Australia and New Zealand, but we hear you! Our team is working hard to expand shipping to other countries.

Follow us on Instagram https://www.instagram.com/qu.company/ for updates 😉

How long will my order take to arrive?

You order, we process, and then we ship!

Please allow 1–2 business days for processing your order. Once it ships, a confirmation email containing your parcel’s tracking code will be sent to the email address provided at checkout. You can expect your order to arrive within the times provided below (on top of the mentioned processing days). Please note that these are estimates, not guarantees.

*This doesn’t include our 2-5 day processing time.

I placed my order. Can I still make changes to my order or shipping address?

To avoid delays in shipping your order, we process orders as quickly as possible. Therefore, we can only guarantee changes 15 minutes after the order was placed. If you wish to make any urgent updates, please email us at hello@quintessence.company as soon as possible and include the following:

We can assist you most quickly if the relevant information is included. Once again, we, unfortunately, cannot guarantee these requests will always be accommodated if it’s outside of our 15 minute grace period, as we cannot make any changes once your order has been processed by our warehouse.

Can I cancel my order?

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

I received the wrong product/my product came damaged!

We apologize for this inconvenience and take full responsibility for this mistake! Email us at hello@quintessence.company  and we will get you the right product as soon as possible.

What’s your return and refund policy?

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

We do not issue the refund if:

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

We are glad to bring our customers great value and service. That’s why we provide free shipping from our warehouses in China by ePacket or EMS.


We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

Tracking Information

You will receive an email with a tracking number once your order is shipped but sometimes due to free shipping tracking is not available. For logistical reasons, items in the same purchase may be sent in separate packages even if you’ve specified combined shipping.If you have any other questions, please contact us and we will do our best to help you out.

Will there be more products in the range?

Our goal will never be to have the widest collection. We simply want to source products that have personality and purpose and are constantly working very hard to keep up with the high demands. We are currently trying to expand our kitchen and cleaning range, and are constantly on the lookout for the best priced and practical products.

Also, our products are curated which means we are always updating and expanding our range! If you have any cool ideas, simply slide a DM to us on Instagram or email us at hello@quintessence.company.

Still have questions?

Please email us at hello@quintessence.company and we’ll try to get back to you as fast as humanly possible! Our customer service hours are Monday to Friday 9:00AM to 5:00PM AWST.

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