HELP – ENAKA®

FREE GERMANY DELIVERY OVER 50 EUR - EUROPE OVER 150 EUR - WORLDWIDE OVER 250 EUR

HELP


SHIPPING

Shipping Worldwide

Shipping carrier DHL Germany

Germany Free shipping on orders above 150 EUR
Europe Free shipping on orders above 250 EUR
Worldwide Free shipping on orders above 350 EUR


Return policy information for returns click here
Payment methods PayPal, Apple Pay, Amazon PayCredit Card, Bank Transfer 

CUSTOMER SERVICE

Email us via the contact form, or use the Facebook Messenger Live Chat (bottom right).
We promise to reply as soon as possible. Customer support is fluent in English & German

SIZING

We have provided each product´s measurements and sizing advice to help you decide.
Take a look at our size guide here.

GARMENT CARE

By following our instructions you can ensure that your garments last longer, which is a win-win for both you and the environment.
Check our care page here.

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 release or sale, due to high order volume.
 

STOCK AVAILABILITY

If a size or product is unavailable in the men's collection, try ordering from the women's collection and vice versa. Our products are unisex, which means the stock for men and women is the same. Therefore you can order from both pages.

FREE SHIPPING

Free shipping for national orders above 100 EUR (Germany). Free shipping for european orders above 200 EUR (Europe). 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. We can't refund your original or return shipping costs. In case of return, a restocking fee of 5 EUR may be charged to cover processing costs.

TRACKING

If you selected a tracked shipping method at checkout, you can check the status of your package at any time using the link in the shipping notification or visit www.dhl.de/en/privatkunden.html directly. Tracking information is automatically emailed to all customers. Add us to your address book or check your spam folder.

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.

INSURANCE

DHL - WITH TRACKING: We insure tracked packages 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.

DHL - NO TRACKING: We do NOT insure untracked packages from the time it enters transit until it is delivered to you. If you chose an untracked shipping method at checkout, we can NOT be hold responsible for any circumstances that may appear during transit.

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.

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.

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.

HOW TO RETURN YOUR ORDER

To make a return, please follow the below steps.

  • INFORM US 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. 

  • PLEASE NOTE We can't refund your original or return shipping costs. In case of return, a restocking fee of 5 EUR may be charged to cover processing costs.

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. We can't refund your original or return shipping costs. In case of return, a restocking fee of 5 EUR may be charged to cover processing costs. The following items cannot be refunded: Sale items, socks, underwear and gift cards.

STORE CREDIT

If you wish to receive a voucher in exchange for your returned goods, please tick the "store credit" box on your returns form. We will send you an e-mail with your personal store credit code. This code will be without expiry date.