Frequently Asked Questions

which we are hoping to answer for you

Orders

I did not receive my order confirmation e-mail. Can you resend it?


An order confirmation email is automatically sent out once your order is approved. It sometimes finds its way to spam/junk folder. If you still cannot locate it please reach out to us at enso@enso-losangeles.com




Something I ordered is now on sale. Will you match the new price?


We are happy to match the new price if the purchase was made within the last 10 days. Please reach out to us at enso@enso-losangeles.com. Include your order number in your email message. If your order is determined to be eligible, we will refund the difference to your original form of payment. Items purchased with a promotional discount are not eligible for price adjustments. Use of Gift cards (or other payment methods such as installment plans) will not make your order ineligible for a price adjustments.




I have a question about shipping and/or returns


Please head to our 'Shipping & Returns' section from the footer.





Shopping

Do you have any physical stores?


Currently we are just online - hoping to be in brick & mortars so you can see and try out our products in person :) Until then, we are happy to serve you through our website 24/7! If you are curious about a piece and would like to learn more about it, please contact us anytime.




I need some extra help with my purchase.


We are here to help! Please reach out to us by emailing at enso@enso-losangeles.com or through the chat window available at the bottom right corner of our website. You can also send us a DM on our Instagram account @ensolosangeles. We will get back to you as soon as possible - definitely within 48 hours.




Is it possible to purchase a single earring instead of a pair?


Certain earrings are sold in singles and are marked so. If you have any questions about which earrings are available for purchase in singles, email us at enso@enso-losangeles.com If you lost an earring and looking to complete a pair again, we will do our best to help you.




What do I do if my order is defective or I received the wrong order?


First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to enso@enso-losangeles.com.




What are your products made of?


We only use the carefully selected natural material for our pieces in order to offer you the best quality. Exact materials associated with each style are listed on their product page.




Do you provide warranty?


We stand behind our products and warrant that all items will be free from manufacturing defects for 2 years from the date of purchase. If you believe your item has a manufacturing defect, you may return it to us for inspection. If we determine your merchandise is damaged due to a manufacturing defect, we will repair the merchandise or, if we deem appropriate, replace the item. Please note that slight irregularities and variations in craftsmanship or natural characteristics, or internal inclusions, visible or otherwise, in colored gemstones are unique and individual to each item. These characteristics are considered as part of the character of the item, and should not be considered a defect. WHAT IS NOT COVERED
• Damage resulting from misuse or abuse of merchandise
• Unauthorized product repairs, modifications or alterations
• Failure to follow the manufacturer's instructions
• Loss or theft of the merchandise or damage resulting from loss of any kind
• Discoloration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
• Prongs and precious metals, in general, wear over time and may require “building up” or restoration work as normal wear.
• Bent, caught or worn out prongs(s) allowing a stone to fall out or be lost due to normal wear or other damage.
• Lost stone or a stone has fallen out due to chipping or breaking caused by normal wear or other damage.





Payments

Is it safe to shop on enso-losangeles.com?


Yes, it is safe to shop on enso-losangeles.com We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. We also accept payments from all major financial institutions.




Will I be charged a sales tax on my order?


Sales tax will be automatically applied to your order based on applicable state and local sales tax laws and shipping destination. The terms contained herein are subject to change as taxation regulations continue to evolve. Ensō Los Angeles continually monitors state and local tax laws to ensure compliance. Please note that you are responsible for compliance with applicable laws and regulations regarding payment of all use taxes, duties and other taxes and the declaration of goods in your state or country of residence. Forms and corresponding instructions may be found on your state website regarding state taxes.




Why do I have a foreign transaction fee on my payment?


We do not charge any additional fees other than what you see at the time of completing your purchase. If yo are seeing a foreign transaction fee on your card, this would have been applied by your financial institution. Please note that we are based in USA. We have no control over what your financial institution applies. Therefore, we will not be able to refund any transaction fees even if you return your item.




What forms of payment do you accept?


We accept MasterCard, Visa, American Express, Discover, PayPal, and Affirm. Please note we can only accept one form of payment. Payments cannot be split across multiple credit cards.




When will my credit or debit card be charged?


If you pay with a credit card, it will be charged at the time of order.




Why was my credit card declined?


Most credit cards are declined either because the billing address (mainly the zip code) you entered does not match the address your financial institution has on file or the financial institution blocks an online purchase. Please be sure to double check this, and reach out to your financial institution for further assistance.




Why do I see multiple charges on my card?


Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit payment. The pending transaction will clear up within three to five business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. If you still see an issue or incorrect multiple charges, please contact us by emailing to enso@enso-losangeles.com




How does Affirm work?


We have partnered with Affirm to give you a simple way to make your purchase with no hidden fees. Make easy monthly payments: Provide some basic information and get a real-time credit decision to split your purchase into monthly payments. Flexible repayment: Simply pay your monthly bill using a debit card, bank transfer at www.affirm.com/pay Subject to credit check and approval. Down payment may be required. Estimated payment amount excludes taxes and shipping fees. Please note that Affirm is not a service provided by Enso Los Angeles. Make sure to read more about their services on www.affirm.com/faqs.





Contact

How can I contact you?


Let us know your questions or just say hi - We are here to help you with any questions you have about our products and our website. Also if you have any concerns, questions or feedback about something you’ve purchased already or looking to purchase. You may contact us by emailing at enso@enso-losangeles.com or through the chat window available at the bottom right corner of our website. You can also send us a DM on our Instagram account @ensolosangeles. We will get back to you within 24-48 hours.





Gifts & Promotions

Can I apply a promotion code to an order I already placed?


Unfortunately, we are not able to apply promotion codes to orders that have been already placed. Hope you will like another piece from our collection that you can apply the code to.




Can I combine discounts?


Unfortunately, only one (1) discount or promotion code can be applied per order.




Why won't my promotion code work?


If a promotion code is not working it is very likely that the code has expired (sorry!) or it could be because the product you selected is excluded from the promotion Please contact us if you are having trouble about a code you hold and we can look into it.




Can I have my order gift-wrapped with a gift receipt?


Our items are always carefully packaged with love (and great material). Items are placed in a pouch or dust bag or cute box. So that even if it is a gift to yourself you have the chance to experience the unboxing. However, if it is actually a gift, you’ll have the option to add a special message at checkout and we will send the gift to a loved one with a gift receipt. We also offer e-gift cards that can be electronically sent at any time. Please note, gift cards cannot be returned or exchanged at this time.




Do you offer gift cards?


Yes! If you are looking to give a loved one the opportunity to explore the world of Enso we are happy to assist. You can select to send a digital gift card (which will be emailed directly to the recipient) or a physical one. Kindly note that standard shipping timelines will apply to physical cards. Head to our Shop to find the one that works for you. Please keep in mind that Enso gift cards are only available through our website. We cannot honor gift card credit that is purchased from third party sources.

Keep in mind that discount or promotional codes cannot be applied to gift cards. Both digital and physical gift cards are non-refundable.




Can orders be expedited? I want to buy a gift but it will not make it on time.


If you are looking to purchase an item or a set as a gift but concerned that the gift will not make it on time, please email enso@enso-losangeles.com after you place your order to let us know. We will send a personalized email to the gift recipient to notify them that some curated elegance is on its way!




How do I redeem a gift card?


Exciting that you got a gift card from a loved one! Now let's put that into use...

  • Find the pieces you would like to purchase. No problem if the total price of what you selected is different that what is on your gift card.
    • If what you have selected is more expensive, then you will have the option to make the rest of the payment with your preferred payment method
    • If what you selected is less expensive, then the remaining balance of your gift card will be stored at your gifted account for you to use it later
  • After you review your cart, continue to checkout
  • After you complete 'Shipping Details' and 'Delivery Method' Sections, 'Payment' Section will open up
  • At the top of the 'Payment' Section, select the checkbox that says 'redeem a gift card'
  • Enter the number you were provided from 'gifted'. This should be in the email once you selected to 'Open Gift Card'




What if I want to buy something that has a different price than my gift card?


Not to worry!

  • If what you have selected is more expensive, then you will have the option to make the rest of the payment with your preferred payment method
  • If what you selected is less expensive, then the remaining balance of your gift card will be stored at your gifted account for you to use it later




I cannot locate my gift card or my gift card number.


We partnered with 'gifted' to provide you our giftcards. You would be able to find your balance and your gift card number through your gifted account. If you are still having issues please feel free to contact us at enso@enso-losangeles.com





Jewelry

What does made-to-order mean?


Once your order has been placed, we craft the piece only for you. Since it’s being made specially for you, it can take a bit more time to be processed. Be sure to note the estimated shipping date on the product page so you can plan accordingly.




Can I request a completely custom or a personalized jewelry?


Yes! In a nutshell, share your inspiration pieces and ideas with us, or work with our experts to find your style, and we will create your custom piece. Once we understand what you are looking for, we will provide you an estimated price and timeline. After you approve and complete the payment, our jeweler will create a 3D drawing of the piece for you to approve. If you have any tweaks you want, the designer will put them in and when you are finally happy, we will start the production. Please keep in mind that once the order is placed we are not able to cancel or later accept return for personalized or custom order as they are made-to-order for you. Production times can take up to 4-5 weeks. You can head to our Custom Order section from the menu at the header to provide us the details. Please make sure to check Personalized Jewelry section first to see if you like anything we already have that can be personalized. If you have questions about your custom piece, please reach out to us as enso@enso-losangeles.com.




What are your products made of?


We only use the carefully selected natural material for our pieces in order to offer you the best quality. All jewelry pieces are real gold (nothing is plated) with diamonds, gemstones, pearls and finished with a bit of love and magic. Exact materials associated with each style are listed on their product page.




How do you source your material?


We deeply care about environment and human rights. One of our core values is to generate income to support sustainability, and human rights in every possible way we can. In our product and artisan selection we focus on the same values. Our suppliers only work with conflict-free diamonds. They not only follow the Kimberley Process Guidelines, but also for larger sized stones hold a GIA Diamond Origin Report to help trace the diamond from its source to its final polished state by uniquely leveraging advanced scientific analysis to deliver technical rough-to-polish diamond matching. GIA collects and analyzes physical measurements, spectroscopic data, and imaging of the diamond as a rough crystal before it is cut and polished. A unique identification number is assigned to the rough diamond. GIA later uses this data to scientifically match the polished diamond to the original rough crystal it came from.




Are necklaces and bracelets adjustable?


All of our necklaces and bracelets are at a standard size with extension that allows fitting for most. Details of the chain length is provided on the product page. If you think a size change is required please email us at enso@enso-losangeles.com following your order. We will be able to adjust the size of the chain to fit you. Please note that this will be considered a customization and the item will not be eligible for return.




Can I get engraving for my piece of jewelry?


We’re all about that personalized touch! If the product you are interested in allows for engraving, there will be a space in the product page for you to enter the details of the engraving you’d like. If this option is not provided on the product page, we are unfortunately not able to offer the piece with engraving. Please note that engraved pieces are not eligible for return. If you have something personalized/customized in mind but cannot see it on our page - we will love to hear about it. Please head to Custom Order section on the header to write to us. Alternatively, contact us at enso@enso-losangeles.com. We wil get back to you in 24-48 hours.




Can I get my jewelry fixed or reworked? Do you offer repair or resizing services?


We actually do not offer any repair or resizing service. If your piece is defective and covered under the warranty, please send your order number and a photo of the defective piece to enso@enso-losangeles.com and we will complete a quality inspection to determine the issue. If you are looking for a different rework or resizing, please note that any work completed on the product will void any potential for refund or replacement. Our expert jewelers complete an extensive inspection on any product before we can confirm a refund.





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