CUESTOM GARMENT PROCESS

CUSTOMIZABLE PRODUCTS

Esenzia offers, on selected items, a personalization service available at an additional cost.

The customization technique used is embroidery.

The embroidery allows for the following personalization options:

Initials:

Up to four initials (with dots; e.g., A.B.C.D).

Dots will be applied to all initials.

The embroidery will be placed on the left chest, replacing the Esenzia logo.

City:

Cities are always written in English, for design consistency and to suit the style of our garments.

You may select one of the available cities from the provided list free of charge, or choose a different city for an additional fee.

Flag:

You may select an alternative flag from the list provided.

The chosen flag will be embroidered on the back for city-themed designs, or on the right sleeve for classic designs.

Once your order has been placed, the personalized text cannot be modified.

For any questions, please contact us via our live chat or by email at

📩 atencionalcliente@esenziaclub.com

DELIVERY TIMES

Thank you for choosing our garments, individually crafted just for you.

Please note that, since each piece is made to order, the estimated delivery time is 15 to 20 business days.

This timeframe may be affected during periods of high demand, such as special promotions or holiday seasons like Christmas.

However, we will always do our best to process and ship your order as quickly as possible.

We appreciate your understanding and remain at your disposal for any additional questions or assistance.

SHIPPING

CHANGE SHIPPING INFORMATION

Once the order has been placed, it cannot be canceled or edited, as it is automatically sent to our production chain — either to be shipped from the warehouse to your address or to have your garment included in the embroidery process.

However, you can contact us via our live chat, by email at atencionalcliente@esenziaclub.com, or change the shipping address using the email you will receive within a specified delivery timeframe. We cannot guarantee that your order can be modified, but we will do our best to assist you.

TRACK MY ORDER

When your order is shipped, the carrier will send you an email with your tracking information.

HOW DO I FIND MY ORDER NUMBER?

If you don’t remember your order number, check your order confirmation email — it appears at the top and is prefixed with a # (e.g., #1212). If you haven’t received it, please check your spam folder just in case.

WHICH COURIER SERVICE DO WE USE FOR SHIPPING?

We work with several couriers to ensure that all orders reach our customers quickly and efficiently. Once your order has been shipped, you’ll receive an email from the courier with your tracking information.

For domestic shipments, we work exclusively with MRW and Correos Express.

For international shipments, we work exclusively with GLS.

CHANGES & RETURNS

GENERAL INFORMATION

You have 14 business days from the date you receive your order to request an exchange or a return.

Items customized according to the customer’s specifications—such as flags, names, years, or initials—are not eligible for exchange or return, as provided by Law 3/2014 on Electronic Commerce.

If you decide to request an exchange or return within the 14-day period, please go here.

Please provide the last 5 digits of your order (e.g. ESENS1083604 → 83604) and the associated email.

You must send the product in its original packaging, in perfect condition, and unused and unaltered. The customer is responsible for the return shipping costs.

Once we receive the product and verify its condition, we will proceed to issue your refund. Original shipping costs are non-refundable.

During promotions, the refund amount will depend on the calculation required to cancel the promotion applied to your order.

Esenzia reserves the right to reject a product as defective during the return period, given that all our products are inspected prior to sale to prevent the shipment of defective items.

By placing an order on our website, you confirm that you accept these policies.

For any questions, you can contact us via our live chat or by email at atencionalcliente@esenziaclub.com

WHAT SHOULD I DO IF MY ORDER DOESN’T ARRIVE OR ARRIVES DAMAGED?

Although this rarely happens, errors can occasionally occur; therefore, you may receive an incorrect or defective product. If this happens—or if your order doesn’t arrive—you can contact us through our live chat or by email at atencionalcliente@esenziaclub.com.

We’ll be happy to resolve the issue and send you the correct product as soon as possible.

HOW LONG WILL IT TAKE TO PROCESS MY REFUND?

Please allow up to 14 days for us to receive and process your return. We’ll notify you by email once the process has been completed.

HOW MUCH TIME DO I HAVE TO REQUEST A RETURN OR EXCHANGE?

You have up to 14 days from the date you receive your order to request a return or exchange.

IF I’M NOT SATISFIED WITH MY PURCHASE, CAN I RETURN OR EXCHANGE IT?

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If your most recent Esenzia order didn’t meet your expectations, we’ll be happy to accept any item in new, unused, unwashed, and unaltered condition.

Items such as accessories, personalized garments, socks, and any embroidered products from our Customizable or Football collections are not eligible for return or exchange.

Please note that all returns and exchanges must be made in accordance with the guidelines outlined in our Returns & Exchanges Policy.

IS THERE ANY FEE FOR MAKING A RETURN?

Yes, our returns are subject to a €5.90 fee at the time of processing. If you decide to return a product, a €5.90 handling fee will be deducted from the total amount of your refund. If the value of your order is less than €5.90, a payment link will be provided to cover the difference.

The first exchange is free of charge within the Iberian Peninsula only. For more details, please visit our Returns & Exchanges page.

ORDERS & PAYMENTS

WHAT SIZE DO WE USUALLY RECOMMEND?

Our products tend to have a relaxed fit. However, you can check the specific measurements in each product’s size guide. You can also use the model’s height and the size they’re wearing as a reference.

If you still have questions about which size to choose, you can contact us via our live chat or by email at atencionalcliente@esenziaclub.com.

WHAT PAYMENT METHODS DO WE ACCEPT?

At this time, we accept the following payment methods: Visa, MasterCard, American Express, Maestro, iDEAL, UnionPay, Shop Pay, Apple Pay, Google Pay y Klarna.

WHAT SHOULD I DO IF MY PAYMENT DOESN’T GO THROUGH?

If your payment wasn’t completed on our checkout page, we recommend clearing your browser’s cache and cookies or trying a different payment method. If the issue persists, please contact us for assistance.