FAQ
Products
Care and handling?
Each one of our products has been built with quality and workmanship in mind. However, delicate items such as fans and finely carved woods should be treated with care. In other words, resist the temptation to kung fu fight with our fans or sit on one of our wooden, hand-carved lids.
Where are your products made?
Products are designed and prototyped in our studio in Taipei. Our Chinese seals and their exquisite packaging are also made here while our other fine creations are crafted in the Mainland.
Do you offer warranties?
Unfortunately we don’t provide warranty on our products. Products are quality inspected and shipped out in the best of conditions. However, we realize that sh*t happens (pardon our French) and if you receive a product which you believe was damaged during transit, please contact our service folks at service@essense-art.com within 14 days of receiving your product.
Will I be satisfied with a customized Chinese name?
If you’re one of those special few who is interested in creating a customized Chinese seal and require a Chinese name to be created for you, please note the following:
Based on the personal information that you provide on our online form, your name will be customized by a small team of native Chinese speakers who will take the time to create a name that a) phonetically sounds like your western name and b) adheres to basic Chinese naming structures and systems. In other words, you will be given a nice sounding name that an average Chinese will not have a laugh at or worse be insulted by.
However, names are always tricky. And we realize that it is a bit of a risk to entrust the creation of your Chinese name to complete strangers. So if you really want to play it safe and receive a name that you will love with 100% certainty, we recommend you speak to a native Chinese individual (with good taste) that can consult you on developing that perfect Chinese name you’ve always wanted. Unlike your parents, Essense cannot take responsibility for providing you with a Chinese name that you’re not satisfied with.
What’s your policy on returns and exchanges?
Returns and exchanges are acceptable within 14 days of delivery except for products that have been customized to your specific requirements such as the Chinese seals. Customers are responsible for the shipping costs incurred in product returns.
Payment & Shipping
Do I pay in Yuans or Dollars?
All prices are listed in US Dollars.
What kinds of payment do you accept?
Visa, MasterCard, American Express, Discover and Paypal. All orders are processed through Paypal.
Are my payments secure?
We use PayPal for processing online payments which utilizes SSL security with 128-bit encryption. How safe is that?
Do I need a PayPal account to make a purchase?
Nope. Paypal simply handles the processing and you may use any payment method mentioned above.
Where do you ship?
We ship to almost every country in the world. However, please note that orders are subject to their relative customs duties and fees levied by the destination country.
When will I receive my product?
It really depends on the product you order and where you live. Products such as the Vagabond and Arcane series that require customization of a Chinese seal are typically processed within 2 working days of receiving your order. However, the exact time does vary depending on how many orders are in front of yours.
International orders are shipped via ups and transit times can range between 3 to 5 weeks to arrive.
Other Fun Stuff
Do you guys do bulk sales or product customization?
Yep, we sure do. In fact we believe that a many of our products are perfect gifts at events or celebrations such as weddings/anniversaries. Contact service@essense-art.com to find out more.
Do you use traditional or simplified Chinese characters when engraving the Chinese seals?
We normally engrave using traditional Chinese but we can support simplified Chinese characters if requested.
How do I read/type/copy+paste Chinese on my internet browser?
If you’re a PC running windows, you’ll need to activate the traditional or simplified Chinese language pack using your installation disc or downloading them from the Microsoft Download Center. If you’re on a mac, multi-language support already comes bundled.
I’m having problems using your site. What’s up with that?
Our website is optimized for modern web browsers including Internet Explorer (IE) 7+, Firefox, Safari, Google Chrome and Opera. Please upgrade to a newer browser for a better browsing experience. The optimal screen setting for this site is 1024x768 pixels or above. Please make sure cookies are enabled.
For any other questions or issues, please contact us at service@essense-art.com
