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FAQ

How do I take care of my MyEssy Brush?

In terms of cleaning, as with all brushes, we recommend wetting the brush with warm water and a few drops of brush cleaner or soft soap (shampoo works great) and gently massaging the tips against your palm. Make sure to rinse thoroughly with the bristles facing down so the water does not get behind the bristles, and dry with a clean towel and leave out to air dry.

We now also sell our Clean Sponge that replaces makeup wipes and is durable, eco-friendly and reusable, and doubles as a brush cleaner as it gets deep into the bristles to remove left over product.

For any further questions on how to care for your brush please contact our support team at support@myessy.com

Do you have videos on how to use my brush?

We have great how-to videos on our Facebook page for your reference on using your brush. More videos are being added weekly. To view,visit www.facebook.com/shopmyessy

What are your brushes made of?

Your MyEssy Brush is made of durable, eco-friendly premium synthetic fibers that are anti-absorbent and the diamond shaped handle from ABS plastic, which is non-toxic and entirely recyclable.

When can I expect my Pre-order items?

All Pre-order items will be dispatched by the end of February 2021. Pre-order sales are final and are subject to our shipping times noted below. Please note these shipping dates are not guaranteed.

Shipping

We ship Worldwide* via USPS, Yodel, Aramex (formerly Fastway), Canada Post, or your local courier depending on your shipping address provided. Orders are processed and dispatched from our warehouse within 3 business days. In peak periods, please allow for up to 5 business days for dispatch.

All orders are shipped from US, Australia, Toronto, Shenzhen, or Singapore depending on the proximity of your shipping address and our availability. This allows us to get your items out to you faster.

Country

Delivery Time (Business Days)

United States & United Kingdom

10-15

Canada & Australia

12-15

Asia

10-15

Rest of the world

12-18


*We currently are not shipping to Afghanistan, Austria, Brazil, Chile, Colombia, Guatemala, India, Indonesia,  Iran, North Korea, Norway, Mexico, Peru, Philippines, Portugal, Saudi Arabia, South Africa, Syria, Taiwan and Yemen

Unfortunately, some countries have been recently added to the list due to the COVID-19 restrictions. We will let you know any updates ASAP

Please Note: All orders placed to UAE, Qatar, Orman and Saudi Arabia need to include a PO Box as a part of their address. This is a requirement for the local postal service.

All shipping addresses are to be written in English without accents marks on letters. If the incorrect address is provided and your order has been shipped, customers will incur a reshipping fee.

We are not responsible for items not received due to incorrect or incomplete shipping address provided. If your package gets lost in transit, we will do everything we can to assist you. However, we are not responsible for packages once proof of delivery is generated.

Please email support@myessy.com if you have any further shipping questions.

How do I track my order?

All of our parcels will be handed over to your local postal company for delivery.

Tracking Instructions:

1. You will receive your tracking number by email within 2 days after your order has been dispatched.

2. Go to click here and enter your tracking number and email used at checkout and press the track button. You will then see the progress of your parcel.

If you do not receive your tracking information within 7 business days from the date of purchase or have questions about your tracking, please email support@myessy.com

What is MyEssy's returns and refunds policy?

Please click here to see our 14-Day Money Back Guarantee policy. Please note Pre-order items are Final Sale and are non-refundable. If you find an issue with your product, send an email to support@myessy.com so we can take care of it.

Photo evidence will have to be provided when notifying us of unforeseen fault or damages.

How do I change or cancel my order?

If you need to cancel or make any changes to your order please email support@myessy.com within 2 hours of making your purchase with the subject line of this email must read 'CHANGE OF ORDER' or 'CANCEL ORDER' and our support team will be back to you shortly.

I didn't receive a confirmation email?

Please make sure you check all folders in your inbox including the junk and spam folders. If you still cannot find your confirmation email please email support@myessy.com to ensure you provided the correct email during checkout.

*Please note there is a limit of one (1) Free Travel Case per Brush ordered, and one (1) Free Magnetic Dock with each Pro+ set ordered.

What currency is used on MyEssy website?

All orders on MyEssy are processed in USD.

For your convenience, please email support@myessy.com if you would like to know the conversion prices for your country.

What if I made a mistake in my address?

If you have made a mistake in your shipping address please email support@myessy.com within 2 hours of placing your order. You must make the subject line 'CHANGE OF ADDRESS' and provide your full name, order number and corrected shipping address.

Why does my order status say 'unfulfilled'?

If your order status is shown as unfulfilled this simply means your order has not yet been dispatched, but the payment has been successful. Once your order has been dispatched you will receive an email to confirm your order has been fulfilled and another email providing you with a tracking number.

How can I get in touch with you?

Our customer service team is available from 9 am to 5 pm PDT.

Please  email support@myessy.com to get in touch