Shipping & Returns

Carriers & services

We ship worldwide via FedEx and DHL Express. A signature may be required for orders over a certain value to protect your purchase.

Processing times

• Ready-to-Ship items: dispatch in 1–2 business days.
• Pre-Order / Back-Order: the estimated shipping window appears on each product page and in checkout/email confirmations.
• Made-to-Order (MTO): crafted for you; typical production window is 4–8 weeks before dispatch. Timings are estimates.

We ship your order in one consolidated parcel once all items are ready (no split shipments by default). If you need a split shipment, contact us—additional shipping charges may apply.

Address changes & cancellations

You may change the shipping address or cancel an order until the order is confirmed (status "Confirmed"/"In Production"). After confirmation we cannot guarantee changes.

Rates, duties & taxes (DAP/DDU)

• We ship under DAP (Delivered At Place, Incoterms® 2020) — sometimes called DDU (duties unpaid).
• Enselio does not collect or remit import duties, taxes, brokerage, or clearance fees. Our responsibility ends when the parcel is tendered to the carrier (handoff scan).
• All import-related charges (customs duties, VAT/GST, disbursement/handling fees) are payable by you to the carrier or customs before delivery. Amounts and thresholds vary by country/region.
• You may be contacted by the carrier or customs to provide KYC/ID information and to settle charges. Refusal or non-payment can result in return to sender; related costs may be deducted from your refund.
• Domestic taxes (if any): where required by law (e.g., certain U.S. states), applicable sales tax may be shown and collected at checkout.

Delivery issues

If your tracking shows "delivered" but you haven't received the parcel, check with neighbors or building management. Contact us within 7 days of the carrier scan if the issue persists. We'll work with the carrier to investigate, but we cannot be held liable for carrier errors or theft after delivery confirmation.

Eligibility window

You may return eligible items within 14 days of delivery (based on carrier scan).

Condition requirements

Items must be unused and unworn, with all original tags, accessories, garment bag/hanger, and branded packaging intact. Please try footwear/apparel on carpet/underlayers to avoid marks. We reserve the right to decline a return or apply a reasonable deduction where the condition is not saleable.

Non-returnable items

• Made-to-Order / personalized items (including custom measurements)
• Final-sale items and gift cards
• Items showing wear, alteration, or missing packaging

Exchanges

Size or color exchanges are welcomed on eligible items, subject to stock. We'll ship the replacement after we receive and approve your return. If you prefer to secure stock immediately, place a new order and request a refund on the original.

How to start a return (RMA)

1. Visit Account → Orders → Start a return, or email support@enselio.com
2. You'll receive an RMA number and step-by-step instructions (including the correct return address).
3. Affix the provided label (where available) and hand the parcel to the stated carrier.

Return labels & fees

• U.S. returns: a prepaid label is available; in most cases the label cost is deducted from your refund unless the item is defective or we made an error.
• International returns: a prepaid label may be provided where supported; otherwise you may choose any tracked, insured service at your cost.

Refunds

Once your return is received and approved, we'll process a refund to the original payment method within 5–10 business days. Original shipping fees are non-refundable.

• Duties & taxes: since Enselio does not collect import duties/taxes, any amounts you paid to carriers/customs are not refundable by Enselio. Please contact the carrier or your customs authority to inquire about any possible reclaim.

Defective or incorrect items

If you believe your item is defective or you received the wrong product, contact us within 7 days of delivery with photos and your order number. We'll prioritize repair, replacement, or refund according to your preference and availability.