Customer Service.

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FAQ.

What is the difference between a high quality pure essential oil and its synthetic counterpart?

A pure essential oil is 100% true to the plant from which it is sourced . It is a pure plant extract; a volatile liquid taken from a single botanical source mostly extracted by steam distillation. A fragrant oil is made by blending synthetic chemical compounds in a laboratory in an endeavor to duplicate the scent of the flower not of the pure essential oil. The end result is an oil which is not recognized or used by those seeking to practice the principles of Aromatherapy.

Why are some oils so much more expensive than others?

Essential oils are aromatic extracts from specific plant parts such as petal, heartwood, peel, stem etc…. There is only a very small amount of oil in the plant part from which the oil is taken. Some oils such as Eucalyptus produce a high yield of oil whereas Rosa Damascena (Rose) requires 30 rose heads to produce 1 drop of pure essential oil. Hence the cost of pure Rose makes it an investment and a worthwhile one at that.

Other factors which contribute to the final delivery and price of a pure essential oils include cultivation, farming methods, distillation and finally storage.

Why are essential oils mixed into massage base oils when used on the body?

Essential oils are highly concentrated liquids and very potent and are therefore not recommended to be used directly on the skin. Cold pressed oils are the natural carriers for pure essential oils and can be massaged into the skin in the correct dosage.

Are essential oils safe to use during pregnancy?

Certain oils are not recommended for use during the full term of pregnancy, especially the herbs. A reputable company will outline such warnings on their packaging. There are however certain oils such as Lavender, Roman Chamomile and Mandarin which can provide emotional centering and comfort to the mind and body during this time. Above all make sure you choose a TGA listed oil from a reputable company to ensure its quality before use . Referto our “Pregnancy” section on this website for the dos and don’ts.

Can essential oils be ingested?

It’s really quite simple, pure essential oils should not be ingested unless prescribed by a healthcare practitioner because ingestion if administered incorrectly may carry health risks. Whereas when properly diluted in carrier oil or inhaled via a vaporiser and used with some level of knowledge, pure essential oils are safe, pleasurable and above all therapeutic and can greatly enhance a healthy lifestyle.

What is the lifespan or expiry date of essential oils?

The lifespan of an essential oil varies as oxygen, heat and light affect the overall degradation of the oil so storage is critical to its preservation. For example, Orange oxidizes very quickly and has a shelf life of about 18-24 months while Patchouli which is thick and viscose gets better with age. All In Essence pure essential oils have expiry dates recorded on the bottle. Despite this date use your own judgment before discarding an expired oil. You just may be discarding a perfectly good oil which has matured over time!

My Ultra Sonic Vaporiser has stopped working?

Sometimes the cap on the Ultrasonic can become loose over time and therefore won’t vaporise properly. Try the following in order to get it working again

  • Line up the lip of the cap with the opening on the ultrasonic lid
  • Push the cap upwards so that they click
  • Ensure that the 2 dots on the ultrasonic line up together when you click together the ultrasonic lid to the bottom

If you continue to experience difficulties with your vaporiser, please let us know.

Order Enquiries

I need help with my order, who can I contact?

If you would like to speak to our customer service team, please email customer.service@inessence.com.au or call them on 1300 650 981 (business hours are Mon-Thurs 9am-5pm AEST, Fri 9am-1pm AEST). Alternatively, you can fill out our contact form here.

My order is missing an item, what do I do?

Please contact our customer service team via email customer.service@inessence.com.au or call on 1300 650 981 (business hours are Mon-Thurs 9am-5pm AEST, Fri 9am-1pm AEST). Please be sure to include your order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

I have received a faulty item in my order, what do I do?

We would like to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our customer service team with your order number, the faulty item’s name and number and a description of the fault. If you can include images, that would be even better. We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

If I have a faulty product and I am out of Australia am I able to have a product replacement?

Due to our Freight options, we can’t always deliver the exact same product (flammable product classifications) however we are always willing to negotiate with our customer for a happy outcome

An item I received is incorrect, what do I do?

We would like to sort out any issues with incorrect items straightaway. Please contact our customer service team with your order number and the incorrect item’s name and product number. We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

Can I cancel my order after I’ve placed it?

Once you’ve placed your order, it joins a queue for immediate processing and fast despatch. We are therefore unable to make any changes, additions or amendments to orders.

Can I make changes to my order after I’ve placed it?

Once you’ve placed your order, it joins a queue for immediate processing and fast despatch. We are therefore unable to make any changes, additions or amendments to orders.

I made a mistake on my delivery address on my order, what do I do?

If your order hasn’t yet been shipped, we may be able to amend the delivery address. Please get in contact with our customer service team as soon as possible to let them know the issue. Please ensure you have the order number included in your message.

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check My Orders. If you do not have an account yet, you can create a new account.

How do I create a new account?

You can either create an account now or you can start shopping straight away and set up your account when you check out – whichever suits you best. Just follow the easy steps on the screen.

How do I update my details on my account?

To update the details on your account, simply log in and edit My Details.

How do I unsubscribe from your newsletter?

  1. Open any newsletter sent to you by In Essence 
  2. Scroll to the bottom of the newsletter and click ‘Unsubscribe’.

What is your returns policy?

We are happy to offer a store credit, exchange, or refund on an item you’ve purchased from us – simply contact us within 30 days of your order date. If you have changed your mind about a product you have ordered, we’ll need to receive it back to us unopened and unusued, in the original packaging. If the item is faulty or damaged please contact us with a detailed description of the issue along with a photo if possible. If an incorrect item has been received, or you are missing an item from your order please take a photo and contact us within 7 days of delivery. In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Allergy returns must be less than 20% used upon arrival back with us.

Stockists

You can find our products at the following retail outlets:

David Jones Logo
Myer Logo
Priceline Logo

Leading Pharmacies

Selected Health Food Stores

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