Shipping & Returns

Shipping

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 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!




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. 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. Also note that based on your financial institution, a foreign transaction fee could be applied after your purchase is completed. We do not have control over this fee and will not be able to estimate it ahead of time. Please contact your financial institution / credit card provider to confirm.




Can I upgrade my shipping after I place my order?


We cannot guarantee upgrade the shipping method after an order has been placed but if we have not shipped it yet we can try. Please email us at enso@enso-losangeles.com




I'm having problems with the tracking.


In some cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn't updating, contact us at enso@enso-losangeles.com




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. Please note that even if you return an item, these additional fees will not be refunded as they are not under our control.




When will you ship my order?


In order to offer a broad selection of items on our website, we do not carry all of our pieces in stock.
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 enso@enso-losangeles.com and we will do our best for you to receive your piece in time.
We will let you know right away if a rush option and overnight shipping is available for that specific style. Please note that there will be surcharge for rush items and overnight shipping options. Availability for each piece is noted on its product page, so be sure to shop accordingly.




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?


Please note that we can only issue a refund back to the method of payment you have used during the purchase. The amount will be the purchase amount less the tax. Once we confirm your return - - If you payed with debit or credit card depending on your bank, it will take around 5-10 business days for the fund to reappear on your end. If you cancelled your card in the meantime or if a new card was reissued, the amount will still be transferred by the bank. - If you payed with PayPal, when the refund is issued to your account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the fund on your bank account. - If you payed with Affirm, please read the details of refund process on Affirm's website: https://helpcenter.affirm.com/s/article/get-a-refund




How can I return a gift?


If you received an item as a gift and wish to return it, reach out to us at enso@enso-losangeles.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. We will e-mail you a prepaid label (a return shipping fee of $9.50 applies). Once we receive your item, we'll email you your refund in the form of gift card for the full purchase price, less the return shipping fee. Gift Card purchases cannot be refunded. Please note that we are not able to accept returns for personalized, engraved and monogrammed jewelries (even though they are gifts).




Do you accept exchanges?


We do not process exchanges, even if it is for the same item in a different color or size. We encourage you to return the original merchandise, and then visit our website to purchase the correct item in a new order.




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. We stand behind the quality of our products. If you think there is an issue we would like to be the first to know. Please send a photo/video of the product to us with the details of the issue at enso@enso-losangeles.com. Please read the below in full to determine the requirements for return eligibility of your item. For All Products

  • 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 enso@enso-losangeles.com.
  • 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.
Enso reserves the right to refuse an exchange or repair of any item that does not meet the above requirements.




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 enso@enso-losangeles.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
Unfortunately, we cannot take the responsibility for damaged and lost return packages. Please insure and track your package accordingly.