Questions about your order
AN ITEM IS MISSING FROM MY ORDER, WHAT SHOULD I DO?
We are very sorry if an article is missing. Please, contact our Customer Service at the email address: email@example.com
Make sure to include the order number in the email and the name of the missing item. We will solve the problem as soon as possible.
WHAT SHOULD I DO IF I RECEIVE A WRONG / DEFECTIVE ITEM IN MY ORDER?
We want to resolve any issues with defective or incorrect items right away. Please contact our Customer Service at firstname.lastname@example.org indicating the order number and a brief description of the problem. We will fix everything as soon as possible.
CAN I CHANGE / CANCEL MY ORDER?
We are very quick to pack and ship every order, which means you cannot change / cancel your order. However, please send us an email at email@example.com and if your order has not yet been processed, we will help you modify / cancel it.
The changes include: changes to the delivery address and / or payment methods.
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
There is no need to create an account to purchase on our website. You can continue to the checkout as a guest.
WHICH COUNTRIES DO YOU SHIP TO?
We ship worldwide. To find out which countries we ship to and prices, please add the desired item to your cart and proceed to the checkout
HOW DOES THE DELIVERY WORK?
The order will be dispatched the following working day by one of our express carriers. You will receive a confirmation email with the link to track your order
HOW MUCH IS THE SHIPPING?
IF I BUY MORE THAN ONE ITEM, DO I PAY MORE THAN SHIPPING CHARGES?
CAN I TRACK THE DELIVERY STATUS OF MY ORDER?
WHAT SHOULD I DO IF MY ORDER HAS NOT BEEN DELIVERED YET?
You can follow the status of the shipment by clicking on the link in the Shipping Confirmation email. The estimated delivery date is also indicated in the Shipping Confirmation email. However, if the estimated delivery date has passed, and you have not yet received your order, please contact us at firstname.lastname@example.org indicating the number of order, name and address and we will do our best to assist you.
WHAT SHOULD I DO IF I HAVE NOT RECEIVED MY ORDER BUT IT IS DELIVERED?
If your order is delivered but you haven't received anything yet, please check with your neighbor first. In case you have not yet received your order, send us an email to email@example.com specifying the order number.
MY ORDER HAS BEEN MARKED WITH "NOT DELIVERED" AND RETURNED TO ENPOSH
The couriers we work with make two delivery attempts before sending the orders back to us as "undelivered". If your order is one of these you must let us know as soon as possible by sending an email to firstname.lastname@example.org . Make sure to indicate the order number, name and surname so we can check what prevented the delivery.
I FORGOT TO ENTER THE HOUSE NUMBER IN THE SHIPPING ADDRESS
The lack of the house number can cause problems and delays in delivery. Contact us as soon as possible at email@example.com indicating your order number and house number.
I HAVE JUST ORDERED BUT I ENTER THE WRONG ADDRESS
Contact us as soon as possible at firstname.lastname@example.org indicating your order number and the correct delivery address.
DO I HAVE TO BE HOME WHEN MY ORDER ARRIVES?
Yes, it is good to have someone in the house the day your order is delivered.
If it is not possible to deliver your order on the first attempt. The courier will make a second attempt the next day. If this is not successful, the package will be returned to ENPOSH.
CAN YOU DELIVER MY ORDER TO A WORK ADDRESS?
Sure. You decide where you want us to ship your order. Indicate the delivery address you prefer and all relevant information in the shipping address section at checkout. But make sure someone is at work who can take the order.
CAN I REDIRECT MY ORDER TO A DIFFERENT ADDRESS?
For security reasons we cannot redirect your package to a different address. However, don't worry, if you are not at home on the first delivery attempt, the courier will arrange a second delivery attempt the next business day.
RETURNS AND REFUNDS
WHAT IS YOUR RETURN POLICY?
You may return any item within 20 days of the order date for a full refund of the amount paid at the time of order, provided the item is in its original condition and not used.
Outisde of Italy the return cost is covered by the customer.
Shoes must be returned in their original shoe box and with all original contents. Make sure you include the completed Return Form in all its fields. It is very important to enter this data inside the package as we are unable to refund anonymous packages.
All goods will be inspected upon arrival. The merchandise is your responsibility until it reaches our warehouse, so please make sure it is packed properly and cannot be damaged during the journey! We are not responsible for any lost items, so we recommend that you request proof of postage from the post office or freight forwarder you have entrusted to and keep it until we have approved and made your refund.
HOW DO I MAKE A RETURN?
To make a return:
1.Fill in the return form you found in the box
2.Pack the shoes in their original box and include the completed return form
3 .Place shoe box in shipping bag or alternative shipping box / envelope (make sure to remove / erase old shipping label)
4.Get your nearest post office and ship return to: ENPOSH Via 4 Novembre N.50, Polignano a Mare, 70044 (BA) Italy
7.Request the shipping receipt
8.Keep the shipping receipt until until we have issued the refund.
HOW LONG DO I HAVE TO RETURN MY PURCHASE?
You can make a return within 20 days from the date of purchase of your order as long as the product is in its original condition and unused. N.B: We recommend that you request the shipping receipt and keep it until we have approved and issued the refund.
CAN I REPLACE A PRODUCT WITH ANOTHER?
At the moment we don't offer an exchange service
I FORGOT TO INSERT THE RETURN FORM IN THE PACKAGE
If you do not include the return form inside the package we will not be able to process your refund.
Contact our Customer Service as soon as possible via chat on Whatsapp or via email at return @ enposh .it indicating the order number and / or the name and surname with which you made the purchase.
DO YOU ALSO REFUND SHIPPING COSTS IN CASE OF RETURNS?
No, the shipping cost is not refundable
HOW DOES THE REFUND WORK IF I HAVE PAID ON DELIVERY? (* ONLY FOR SHIPMENTS IN ITALY)
Refunds for orders paid on delivery are made by bank transfer. When completing the Return Form, be sure to enter, in legible writing, the details of the bank account on which you want the refund to be issued and the name and surname of the account holder.
If you have already sent your return and forgot to add the return form, please contact us at email@example.com .
In the email remember to include the reason for the return and the details of the account to which you would like the refund to be issued.
WHAT SHOULD I DO TO ASK FOR A REFUND?
You can return your order within 20 days from the date of purchase. Make sure you complete the return form that you will find in the order and insert it in the return package.
Once the items have been reviewed, we will proceed with the refund.
AFTER HOW LONG IS THE REFUND MADE?
Once the return is received, we will check the condition of the item. After verifying that the item is new, unused and not worn in any way, we will proceed with the refund and send you a confirmation e-mail.
From the moment the refund is confirmed, it can take 3 to 5 business days for the refund to appear in your account. Please note that repayment times depend on your bank.
I HAVE RECEIVED WRONG REFUND. WHAT SHOULD I DO?
We are very sorry if we made a mistake. Contact our Customer Service at firstname.lastname@example.org with the order number and a brief description of the problem. Our team will be happy to assist you.
PAYMENTS, PROMO AND GIFT VOUCHERS
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept credit / debit and prepaid card payments (Postepay included).
You can also choose to pay by bank transfer or in 3 installments with Scalapay . If you don't have a card, you can also pay in cash at any Tobacconist's or Post Office by making a top up Postepay .
Alternatively, you can also pay cash on delivery (ONLY for shipments to Italy), at an additional cost of € 4.
WHAT SHOULD I DO IF MY PAYMENT DID NOT GO THROUGH?
Your order will only be confirmed after successful payment. Try again and double check that the information is correct. In case you need assistance in placing your order please contact us at email@example.com .
WHERE DO I ENTER THE DISCOUNT CODE?
You can enter the discount code in the "DISCOUNT" section just before payment (at STEP 3). Make sure there are no extra spaces when you copy and paste the code into the appropriate box.
Enter the code and click “apply” to add the code to your order. The code is applied when the value of your order changes to reflect the discount.
* Discount codes cannot be combined with other promotions. You can only use one discount code at a time.
WHERE CAN I FIND A DISCOUNT CODE?
We know our customers like to get offers! We suggest you subscribe to our Newsletter and follow us on Social Media to make sure you don't miss any promotional codes and special offers.
WHAT IS INSTALMENT PAYMENTS KLARNA/SCALAPAY?
Scalapay and Klarna allows you to buy in 3 convenient installments, without interest, and to receive your order immediately. - First installment: charged at the time of purchase. Your order is shipped. - Second installment: 4 weeks from the date of purchase. - Third and last installment: 8 weeks from the date of purchase. The service has no additional costs if the installments are paid by the due date.
HOW DOES THE PAYMENT IN INSTALMENTS KLARNA/SCALAPAY WORK?
STEP 1 : Choose Klarna or Scalapay at checkout and continue with the purchase STEP 2 : You will be redirected to the Klarna or Scalapay registration page. Registering is fast, you need to create an account and insert a valid Visa, Mastercard or Amex card. STEP 3 : Once registration is complete, your order is confirmed. You are only charged for the first installment and your order is shipped right away. IMPORTANT: From the moment you make a purchase by selecting the Scalapay installment payment method, you will have 20 minutes to register on Scalapay and confirm your purchase. In the absence of payment, your order will be automatically canceled.
I WAS NOT ABLE TO CONCLUDE THE ORDER WITH KLARNA/SCALAPAY
Don't worry, if the check-out page is closed by mistake before completing the registration on Klarna Scalapay you can always complete the registration via the email you received. You have 20 minutes to register on Scalapay and confirm your order :)
HOW DO I KNOW WHICH IS THE RIGHT SIZE FOR ME?
ENPOSH offers standard fit footwear so we generally suggest you choose the shoe size you usually wear. However, the fit may vary from model to model. We ALWAYS recommend that you check our comments under the description of each item. We always write valuable information on fit to direct you on the right size for you.
I HAVE NOT RECEIVED ANY ORDER / SHIPPING CONFIRMATION EMAIL
If you haven't received any confirmation emails, please check your spam / junk and junk mail inbox and add us to your safe senders list. If you still can't find the email, write to us at firstname.lastname@example.org and we will send you an additional confirmation email.
HOW DO I CONTACT CUSTOMER SERVICE?
We do our best to make shopping online with ENPOSH simple and straightforward. However, we understand that you may have questions and we have created the "Frequently Asked Questions" page where you should find answers to your questions.
Online is what we do best at ENPOSH so if you still have questions, send us a message in chat on whatsapp or by email at info @ enposh .it .
We are available 24 hours a day, 7/7 days.
WHAT SHOULD I DO IF I DO NOT RECEIVE EMAIL FROM ENPOSH?
You may not receive emails from ENPOSH for a variety of reasons:
1.The email from ENPOSH may have ended up in the junk / spam / junk mail box of your mail. Please check and add our email address as a safe address.
2.We may have your email address wrong. Write to us to make sure your email address is correct.
3.Check that you have agreed to receive our newsletters and other emails from ENPOSH.
If you still do not receive emails from us , contact our Customer Service including as much information as possible and we will do our best to help you.
WHAT SHOULD I DO IF I DON'T WANT TO RECEIVE EMAILS FROM ENPOSH ANY MORE?
If you no longer wish to receive emails from ENPOSH, you can unsubscribe by clicking on the "unsubscribe" link at the end of our email newsletters.