HELP – ENAKA

HELP


SHIPPING

Shipping worldwide 

Shipping method DHL Germany
Return period 14 days - detailed info below
Payment methods PayPal, Apple Pay, Amazon PayCredit Card, Bank Transfer 

Free shipping Germany orders above 150 EUR
Free shipping Worldwide orders above 300 EUR
 

All orders are trackable via tracking link provided in your shipping confirmation email

Customer Service: customers@enakaclo.com
All customer inquiries will be answered within 24 hours

DELIVERY TIME

Germany 2-5 working days
Europe 3-6 working days
Worldwide 6-12 working days
Shipping might take longer in the period of a collection release due to high order volume.

 

SHIPMENT

All orders are shipped with DHL. The parcel can be delivered directly to your home, office or DHL Service Point (if available in your location). If possible we recommend that you use your work address since delivery attempts are normally done during the day. Standard delivery hours occur between 8 and 17 on weekdays and if you’re not available on first attempt DHL will be in touch to schedule a more suitable time of delivery. DHL will attempt no more than two delivery attempts, after that the parcel will be returned to us. In certain locations you can also choose to pick it up at a nearby DHL Service Point at your earliest convenience (within 10 days). DHL does not deliver or collect on national holidays. Please contact your local DHL for more information.

FREE SHIPPING

Free shipping for national orders above 150 EUR (Germany). Free shipping for international orders above 300 EUR (Worldwide). Free shipping will be determined at checkout based on the item price, discounts or promotion codes. 

SHIPPING COST

Shipping is calculated at checkout, based on weight and destination. We are not adding any extra fees for processing or packaging.

TRACKING

We use fully tracked shipping methods and you can check the status of your package at any time using the link in the shipping notification or visit http://www.dhl.se/en/express/tracking.html directly. Tracking information is automatically emailed to all customers. Add us to your address book or check your spam folder.

INSURANCE

We insure each package from the time it enters transit until it is delivered to you. All orders require a signature upon delivery, at which point you become responsible for the shipment. If you have specified a recipient other than yourself for delivery purposes, you also accept that the third party’s signature is sufficient proof of delivery and fulfilment by ENAKA.

TAXES AND DUTIES

Within the European Union, orders are shipped on DDP (Delivery Duty Paid) basis, meaning that all taxes and duties are included in the final price.

Outside the European Union all orders are shipped on a DDU (Delivery Duty Unpaid) basis. Your order may therefore be subject to local taxes and import duties, which are levied by your local customs authority or the used shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur, as these charges are imposed directly by the destination country and vary between countries. ENAKA does not cover any taxes, duties or related charges.

RETURNS

ENAKA has a 14-day return policy. Any returns must be shipped within 14 days of being received. Returned goods must be sent back in perfect original sale condition. Tags must not be broken. Items must be unworn. The following items cannot be returned: Sale items, socks, underwear and gift cards.

RETURNING YOUR PURCHASE

To make a return, please follow the below steps.

  • REGISTER YOUR RETURN Send an email to customers@enakaclo.com with your order number, what items you’ll be returning and the reason for your return. In case of exchange, please specify the size and color of the desired replacement item(s).

  • PREPARE YOUR PACKAGE Download your returns form here. Print it off, write your order number and e-mail on the returns form. Place the form, along with the item(s) you’d like to return, back in the original box (or other solid container). Seal it securely with tape.

  • SEND IT BACK We recommend using a tracked DHL service when shipping any items back to avoid any issues, as we cannot be held responsible for anything lost or damaged in transit. 

EXCHANGES

All exchanges are based on stock availability. If you wish to exchange an item for a different style, please return the item to us and place a new/separate order. Customers are required to organize and pay return shipping, however ENAKA will cover the shipping cost of the replacement item. The exchange items are sent out as soon as the returned goods have been received, processed and approved by our team.

REFUNDS

Upon receiving the returned item, we inspect the goods prior to processing the refund. Refunds are made to the original payment method and take 5-10 working days from processing to show up on your account. Please note: We can't refund your original or return postage costs. The following items cannot be refunded: Sale items, socks, underwear and gift cards.

PAYMENT

We accept PayPal, Apple Pay, Amazon Pay, Visa, MasterCard, American Express and Bank Transfer. Payments are not debited until the order is dispatched. We do not store any credit card information. All payments are processed using PayPal, Apple Pay, Amazon Pay or Stripe, a PCI certified payment system. 

SECURITY

We use the latest Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser, which you can click on to find out information about the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with “https” instead of the normal “http”. This means that you are in secure mode.