What courier do you use for deliveries?

This depends on the country we have to ship your order to. We continously compare prices of different couriers and carriers to get the cheapest price for you.

How long does it take for home delivery?

We aim to deliver within 14 working days world wide.

I placed an order but I haven't received it yet, what is going on?

We try to deliver all your good in time. However, there are some factors which are out of our control. If you want an update on the delivery status, please contact us.

I received the wrong item, what do I do?

Please let us know as soon as possible. Within 30 days, you can return or replace your items without us charging anything. Please contact us to start a refund. Be sure to provide us:
– Any order information you have
– The reason for the return

My item is damaged, what do I do?

Please let us know as soon as possible. If your item is damaged, we will replace the item after receiving and inspecting it. Please contact us and provide us with the following information:
– Any order information you have
– Information on the defect, provide photo’s if you can

Can I collect from a local store?

We are working on it! But unfortunately, it is not possible yet. Stay tuned!

Can I track my item?

It is not possible to track orders yourself. Please contact us if you want any additional information about your order.

Do I have to pay Customs & import charges?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?

Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.

I'm new, how do I order?

Add the product you like to your cart. From the cart you have multiple checkout options. If you have any problems during this proces, do not hesistate to contact us!

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept the following credit cards: Mastercard, VISA.

What currencies can I use?

The only available currency for the moment is Euro (€). We are working on adding more currencies. Stay tuned!

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

Can I use a different payment method?

Yes. You can use PayPal and iDeal to pay for goods!

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do your prices including VAT?

No, our prices do not include VAT.

Can I get more information on a product?

Yes you can! If you want any additional information on a product, please contact us.

Can I make an order over the phone?

No, unfortunately only order through our online store are possible for the moment.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.

It says out of stock on your website for my item. How long will it take to get in?

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please email us.

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

Where is my order?

As we use different carriers to ship our products, we are the only ones who have insight in where your product is. If you require information on this, please contact us.

Where do I find the phone number for your costumer service?

We are not contactable by phone yet. We are working on this. Please email us!

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Why does my order state available, and then find out I have to wait extra days for delivery?

We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

Why am I missing an item in my delivery?

There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

For information on returning an item please Click Here.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +44 (0) 203 788 7842.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

Please let us know as soon as possible if this happens. Provide us the following information:
– Any order information you have
– A brief description of the problem
– Any supporting photographs

What do I do if my part is faulty?

Please let us know as soon as possible if this happens. Provide us the following information:
– Any order information you have
– A brief description of the problem
– Any supporting photographs

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on info@enfantine.nl