QUESTIONS ABOUT YOUR ORDER
ONE ARTICLE IS MISSING FROM MY ORDER, WHAT SHOULD I DO?
We are very sorry if an item is missing. Please contact our Customer Service at the email address: email@example.com
Make sure you include the order number and the name of the missing item in the email. We will solve the problem as soon as possible.
WHAT SHOULD I DO IF I RECEIVE A WRONG/DEFECTED ARTICLE?
We aim to resolve any issues relating to defective or incorrect items promptly. Please contact our Customer Service at firstname.lastname@example.org indicating the order number and a brief description of the problem. We will resolve everything as soon as possible.
CAN I EDIT/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 to email@example.com and if your order hasn't been processed yet, we'll help you change/cancel it.
The changes include: changes to the delivery address and/or payment methods.
DO I NEED TO CREATE AN ACCOUNT TO MAKE AN ORDER?
There is no need to create an account to purchase on our website. You can proceed to checkout as a guest.
WHAT COUNTRIES DO YOU SHIP TO?
We ship worldwide. To find out which countries we ship to and the prices, visit the Shipping Info page
WHEN WILL I RECEIVE MY ORDER?
Deliveries in Europe take between 2 and 5 working days depending on your country (excluding Saturdays, Sundays and public holidays) from the moment you receive the Shipping Confirmation email.
Visit the Shipping Info page for more information.
*Deliveries take place from Monday to Friday (excluding holidays).
* Deliveries are fully traceable. You will receive shipping notification by email on the day we ship, and the day your order is for delivery.
*You will be able to follow the status of your shipment through the link we will send you once your order has been shipped.
For any further info do not hesitate to contact us on firstname.lastname@example.org or on Whatsapp
HOW MUCH DOES THE SHIPPING COST?
Fast shipping with Dpd courier and delivery in 2-5 working days in Europe costs €4.99 while express shipping with DHL and delivery in 2-3 working days costs €25. You can select the option you prefer at checkout.
IF I PURCHASE MORE THAN ONE ITEM WILL I PAY MORE SHIPPING COSTS?
No. The shipping rate is fixed, regardless of the quantity of products you purchase. Remember that shipping to Italy is always free :)
CAN I FOLLOW THE DELIVERY STATUS OF MY ORDER?
Of course you can. You will receive a Shipping Confirmation email when your order has been shipped. You can then click on the link in the email to follow the progress of your 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 still haven't received your order, contact us at email@example.com indicating your order number, 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 shows as delivered but you still haven't received anything, please check with your neighbor first. If you have not received your order yet, send us an email to firstname.lastname@example.org specifying your order number or text us on Whatsapp.
MY ORDER HAS BEEN MARKED "NON-DELIVERED" AND SENT BACK TO ENPOSH
The couriers we work with make two delivery attempts before returning orders 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 email@example.com. Be 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 in the shipping address can cause problems and delays in delivery. Contact us as soon as possible at firstname.lastname@example.org indicating your order number and street number.
I JUST ORDERED BUT I TYPED THE WRONG ADDRESS
Contact us as soon as possible at email@example.com indicating your order number and the correct delivery address.
DO I NEED TO BE HOME WHEN MY ORDER ARRIVES?
It is preferable that there is someone at home on the day your order is for delivery. If it should not be possible to deliver your order on the first attempt. The courier will make a second attempt the following day. If this is also unsuccessful, the package will be sent back to ENPOSH.
CAN YOU DELIVER MY ORDER TO A WORK ADDRESS?
Of course yes. You decide where you want us to ship your order. Please indicate your preferred delivery address and all relevant information in the Shipping Address section at checkout. Just make sure there is someone at work who can receive the order.
CAN I REDIRECT MY ORDER TO A DIFFERENT ADDRESS?
For security reasons for our customers, 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 organize a second attempt the following working day.
RETURNS AND REFUNDS
WHAT IS YOUR RETURN POLICY?
You can return any item within 20 days from the date of purchase for a full refund of the amount paid at the time of order (excluding shipping costs), provided that the item is in its original condition and unused. If you are outside of Italy, you will have to take care of the return expenses.
Shoes must be returned in their box and with all original contents. Please, make sure to fill and include the Return Form, that you found inside your order, with all the required information. It is very important to include this information in the package as we are unable to refund anonymous packages.
All goods will be inspected upon arrival. The goods are under your responsibility until they reach our warehouse, so make sure they are packed correctly and cannot be damaged in transit. We are not responsible for any lost items, so we recommend that you request proof of postage from your post office or freight forwarder and keep it until we have approved and processed your refund.
Please allow up to 10-15 working days to process your return and issue the refund.
HOW DO I RETURN AN ORDER?
To return your order please follow the following steps:
- Fill in the return form you found in your order
- Pack the shoes in their original box and include the filled Return Form
- Put the shoe box in the original shipping box or in an alternative cardboard/shipping box
- Make sure you remove/delete the old shipping label
- Go to the post office or any courier of your choice and send your return to the address below:
ENPOSH Via Enrico de Nicola 4, Polignano a Mare, 70044 (BA) Italy
- Ask for the shipping receipt and keep the receipt until we have issued your refund.
All goods will be inspected on arrival. Goods are your responsibility until they reach our warehouse, so please ensure they are packed correctly and cannot be damaged in transit!
We are not responsible for any lost items, so we recommend that you request the shipping receipt from the post office or freight forwarder you relied on for shipping and keep it until we have approved and issued your 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.
Note: We recommend that you request the postage receipt and keep it until we have approved and issued your refund.
CAN I REPLACE ONE PRODUCT WITH ANOTHER?
We do not offer an exchange service outside of Italy. However, should you wish to change your order, we would recommend you to return your order and to place a new order for the correct style, size or colour.
I FORGOT TO INCLUDE THE RETURN FORM IN MY RETURN
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 in chat on Whatsapp or by email at firstname.lastname@example.org indicating the order number and/or the name and surname with which you made the purchase.
DO YOU ALSO REFUND THE SHIPPING COSTS IN THE EVENT OF RETURNS?
If you return an item, you will be refunded the total amount you paid fat the time of the order excluding the shipping costs. Please note that shippings costs are never refundable.
COME FUNZIONA IL RIMBORSO SE HO PAGATO ALLA CONSEGNA? (*SOLO PER SPEDIZIONI IN ITALIA)
I rimborsi per gli ordini pagati alla consegna avvengono tramite bonifico bancario. Nel compilare il Modulo di Reso, accertati di inserire, con scrittura leggibile, i dati del conto bancario su cui desideri venga emesso il rimborso e il nome e cognome dell'intestatario del conto.
Se hai già spedito il tuo reso e hai dimenticato di aggiungere il modulo di reso, contattaci a email@example.com.
Nella email ricordati di includere il motivo del reso e i dettagli del conto su cui desideri venga emesso il rimborso.
WHAT SHOULD I DO TO REQUEST A REFUND?
You can return your order within 20 days of the purchase date as long as it is new and in its original conditions. Make sure you complete the return form that you have found in the order and include it in the return package. Once the items have been examined, we will proceed with the refund.
AFTER HOW LONG WILL THE REFUND BE MADE?
Once the return has been received, we will check the condition of the item. After verifying that the item is new, unused and unworn in any way, we will proceed with the refund and you will receive a refund confirmation email.
From the moment of the refund confirmation it can take from 3 to 5 working days for the refund to appear in your account. Note that refund times depend on your bank.
I RECEIVED A WRONG REFUND. WHAT SHOULD I DO?
We are very sorry if we have 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, PROMOS AND GIFT CARDS
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept payments by credit and debit cards through the most known networks like: VISA, MAESTRO, MASTERCARD, VISA ELECTRON, PAYPAL, AMERICAN EXPRESS.
You can also choose to pay by bank transfer or in 3 installments with Scalapay.
WHAT SHOULD I DO IF MY PAYMENT WAS NOT SUCCESSFUL?
Your order will be confirmed only if the payment has been successful. Please try again and double check that the information is correct. In case you need assistance in placing your order, 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 selecting the payment method. Make sure there are no extra spaces when you copy and paste the code into the box provided. 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 DO I FIND A DISCOUNT CODE?
We know our customers do love good deals! We suggest you subscribe to our Newsletter and follow us on Social Media to make sure you don't miss out on any promotional codes and special offers.
WHAT IS SCALAPAY PAYMENT? WHAT IS SCALAPAY INSTALLMENT PAYMENT?
Scalapay allows you to purchase in 3 comfortable installments, interest free, 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 SCALAPAY INSTALLMENT PAYMENT WORK?
STEP 1: Choose Scalapay at checkout and continue with the purchase
STEP 2: You will be redirected to the Scalapay registration page. Registering is fast, you need to create an account and insert a valid Visa, Mastercard or Amex card.
STEP 3: Once you have registered, your order is confirmed. You are charged only the first installment and your order is shipped immediately.
I WAS NOT ABLE TO CONCLUDE THE ORDER WITH SCALAPAY
Don't worry, if you accidentally closed the checkout page before completing the registration on Scalapay you can always complete the registration via the email you will have received. You have 20 minutes to register on Scalapay and confirm the order :)
HOW DO I KNOW WHICH SIZE IS RIGHT FOR ME?
ENPOSH offers standard fit footwear so we generally suggest you choose the shoe size you usually wear. However, the fit may slightly vary from model to model. We ALWAYS advise you to check our comments in the description of each item. We always write valuable info about the fitting so to help you select the right size.
I HAVE NOT RECEIVED ANY ORDER/SHIPPING CONFIRMATION EMAIL
If you have not received any confirmation email, please check your spam/junk and junk mail box and add us to your safe senders list. If you still can't find the email, write to firstname.lastname@example.org and we will send you another confirmation email.
HOW DO I CONTACT CUSTOMER SERVICE?
We do our best to make online shopping with ENPOSH simple and straightforward. However, we understand that you may have questions and 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 email@example.com. We are available 24 hours a day, 7/7 days.
WHAT SHOULD I DO IF I DON'T RECEIVE EMAILS FROM ENPOSH?
You may not receive emails from ENPOSH for a number of reasons:
1. The emails from ENPOSH may have ended up in your junk/spam/junk mail box. Please check and add our email address to your 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, please contact our Customer Service team including as much information as possible and we will do our best to best to help you.
WHAT SHOULD I DO IF I DON'T WANT TO RECEIVE EMAILS FROM ENPOSH?
If you no longer want to receive emails from ENPOSH, you can unsubscribe by clicking on the "unsubscribe" link at the end of our email newsletters