Shipping & Returns
I want to order a gift but worried that it will not make it on time.
Unfortunately, we cannot expedite our production but you can select expedited shipping upon checkout. 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 email@example.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!
Do you ship to PO Boxes?
Yes! We can ship it to anywhere just let us know what the address is and some special delivery will be on its way.
Do you ship internationally?
YES! We do ship outside the United States (except European Union) and we do accept foreign credit cards. Please note that shipping charges, duties and custom fees and any other costs related to international shipping are responsibilities of customers.
Can I upgrade my shipping after I place my order?
I'm having problems with the tracking.
Am I responsible from custom fees and duties for international shippings?
Yes. Price provided at the time of checkout does not include these additional fees as they are dependent on the custom authority of your destination country. These fees could include but not limited to local charges incurred from internation shipping, import duties, customs fees, foreign transaction fees.
When will you ship my order?
All of our pieces are made-to-order. This means that these items are handmade after you place your order which can take 4 to 5 weeks. If there's a specific date you need your piece by, contact us at firstname.lastname@example.org and we will do our best for you to receive your piece in time.
What are the shipping fees?
- USA - Always free and expedited
Canada - Flat fee of $20 and free for orders above $750
Mexico - Flat fee of $30 and free for orders above $750
UK and Ireland - Flat fee of $20 and free for orders above $1,000
Australia and New Zealand - Flat fee of $55 and free for orders above $1,200
Rest of the World - We would love to make it free but we need to grow just a bit more! For now it is calculated based on where you are so you will be able to see it at the time of checkout
European Union - Unfortunately due to recent changes to custom and tariff requirements by European Union, we currently paused shipments to European Union. (Find out which countries are in European Union: https://europa.eu/european-union/about-eu/countries_en). We are still happy to try our best to help you. Please contact us at enso@enso-losangeles if there is a piece you love but you need to ship it to a country in European Union.
Returns & Refunds
How is a refund payment processed?
How can I return a gift?
If you received an item as a gift and wish to return it, reach out to us at email@example.com to initiate the return process. You will help us expedite the process if you can provide us the purchaser’s full name and email address.
Do you accept exchanges?
Do you accept returns?
Absolutely, we want to be sure you are 100% satisfied with your purchase. We are currently offering 30-day return policy from the day of shipping, to give you the convenience as we all face shipping delays related to COVID.
All returns require approval. Items will be inspected before accepted. We can initiate this process via email if you provide us photos/videos and details. Please contact us at firstname.lastname@example.org.
All jewelry will be inspected by our jeweler in order for us to approve the refund. This is to confirm that there is no damage or alteration to its original form and material.
Custom orders, all initial jewelry, jewelry containing numbers, nameplates, monogrammed and engraved items are handmade to your order and are not eligible for a return at any time and are final sale.
Refunds will be processed for accepted items, excluding taxes and shipping fees. Any expedited shipping fee is not refundable.
Customers outside US are responsible for paying duties and custom fees and we’re unable to waive or refund them, even if the order is returned back to us.
Due to strict health and safety regulations that are further tightened with COVID, returned items must be unused and unworn. We cannot confirm a return if the item shows signs of wear.
Purchased items should be returned in its original condition with the original packaging.
Any variation or customization you request at the time of the order (change in size, color or engraving) that is not available in the original product is considered a custom order and is not eligible for return.
Merchandise showing signs of resizing, damage or alteration from its original condition in any way will not be accepted and will be returned to the sender (at the sender's expense).
Please pack your return with care. Items that are damaged in transit due to inadequate packaging will not be eligible for a refund.
Did you receive my return yet?
You will receive an email confirmation from us once your return has been processed completely. Please allow up to 15 days for your package to arrive and for us to refund your original form of payment.
I cannot find the original invoice for my order.
Please provide us the order confirmation email or the order information in your account. If you are still having trouble please contact us at email@example.com and we will do our best to help you confirm the order details.
How do I ship a return?
Place the item you are returning in a secue shipping box. Please do this with care as items that are damaged while shipping due to lack of packaging will not be eligible for refund
All items must be returned in original packaging
Do not forget to include your invoice in the package. If you have issues locating this please let us know and we can help you with details
- For customers in US, attach the pre-paid shipping label provided by us. Customers outside of US, please refer to shipping carrier of your choice
- If you are a customer outside of US, please remember that customs and duties fees you might have already paid are not refundable as these are not hold by us. If additional costs are incurred due to returned shipping (at the time of entry to US) we will make these payments and deduct the amount from refunded amount