Order Cancellation - Non Pre-order items:
It is within your rights as a Consumer buying goods online to cancel and return your order wto us within a 14 day window of receipt of goods. There are however return exceptions that apply on certain products and this should be referred to in our returns section which refers to products that cannot be returned. Any goods that are returned should be sent back to us as sent in 100% perfect condition together with the gift/product boxes they arrived in as these products will need to be resold. Buying products on our online store means you have accepted by default our terms and conditiions. All goods sent back should be sent back to us the appropriate mail service on a 'tracked and signed' method. Please note you will need to obtain a returns authorisation code prior to sending any goods back to us.
Order Cancellation Policy - Pre Order items
Pre order items are a special exception to the rule as detailed above. These items can only be cancelled from time of order placement and prior to us processing within a 12 hour window ONLY as we place the order on the Manufacturer / Factory after this time window as there is a delay of a 3 to 5 workjing days in getting these items ready for dispatch as the items are sewn especially to order. So once we have processed the items then is the order is locked-in and cannot be cancellled or returned to us. If however you contact us within the 12 hour period of order placement we can cancel and refund the order for you. This policy applies to the Axami, PariPari brands and also certain Gracya items which are all pre-order items such as some Bridal items. It is thereore essential tha you are sure about ordering these items and also that your sizing selections are accurate and you are sure of your order with us.
We operate a returns policy for all customers in the USA and Canada, if your not happy with our lingerie products within 14 days of receiving the product(s) then we will accept your return based on the terms and conditions as set out below. Please note: For shipments to the USA we cannot offer a refund on any of the postage costs involved between the USA and our UK or Australian depots. We work with our customers to achieve a resolution so you finish up being satisfied wherever possible.
Product Returns - Returns Procedure
For your protection, we recommend that you get a 'certificate of posting' from your local post office, this is available free, if required this will then enable you to make a claim, should the goods be lost or delayed in the post. Ennia Lingerie USA will not accept responsibility for any goods until we receive them. Should the goods be lost or delayed in the post. Ennia Lingerie USA will not accept responsibility for any goods until we receive them. Please ensure items are send via 'signed for on delivery' and with a tracking number.
Important note on Lingerie Product Returns:
- A return claim must be filed within 14 Calendar days of receipt of goods. However, this returns period is extended at its longest to a 28 day period starting from the end of November and runs to the 31st December,. Orders placed in December however have a latest return date of December 31st regardless of when the order was placed. Any returns filed or requested after this date are therefore not valid.
- The items listed here cannot be returned. All Panties, Thongs (G-strings), Shorties, Shapewear and Hosiery, this is for hygiene reasons.
- Bridal Corsets; PLEASE NOTE: We advise our customers to ensure that they have had a professional measurement taken place before buying Gracya Bridal Corsets/Basques, this will help ensure a correct fitment as these items can often be more problematical than when purchasing Bra’s. We do ask for confirmation of this before we can supply your order, this helps minimise the risk of a return.
- Pre-Order items: We regret but we cannot accept returns with Pre-order items (Axami, PariPari and some Gracya items) as these are ordered in directly on a mde to measure basis from the Manufacturer. We therefore requsest that you check the sizing before placing your order or if you have not ordered from us before get a p[rofessioanl measurement taken.
- Interior garment labels and exterior garment labels (where present) need to be 100% intact, if these have been removed then we cannot refund the item
- Ensure that all items are returned to us in 100% original condition in an outer protective mailing box, we need to receive back the gift box in an uncrushed state otherwise this may invalidate the return/refund as the item has to be resold in the future.
- Returns Authorisation number: Please contact us in the first instance to obtain a returns authorisation number, failure to do this could invalidate the return
- Always include your order reference number and delivery docket as sent.
- Please email us to advise of your request for a return, please DO NOT just send goods back with no contact and/or no paperwork without contacting us first as this will delay the returns processing by up to 30 days and may invalidate your return.
- USA Taxes and Import Duties. Ennia Fashion Lingerie USA cannot be held responsible for the Duties and Taxes that may be imposed when importing items into the USA from the UK. If these Duties have been paid and you wish to return an item(s) to us, then you should take this up with the relevant local authorities in order to get a refund, you will of course need to prove to them that the item(s) have been returned.
- Please note: Due to the escalating costs of Mailing costs, we regretfully are no longer able to provide a refund on postage costs for returns or for unwanted items. If the item is faulty or we have made a mistake in the picking or order process then we will of course provide a full refund on the shipping costs involved.
- Important Note: All items sent back from the USA to the UK must have marked up on the outside of the mailing box these words 'Returned Goods - Release Claims', this is vital as without then we will be asked to pay duty on the returned goods which will be refused, the goods will then be sent back to the USA!
We ask our customers to be very careful with choosing the right sizing and colours before you place an order with us, if in doubt please ask for help We do offer an on-line chat facility to discuss size issues if required and/or please download the sizing guides for each brand which are all available online. It is absolutely essential that when you return goods to us you obtain the 'certificate of posting/shipping' and that you ask for a 'signed for on an delivery service' for your package(s) that you are returning to us. We accept no responsibility for any items that are lost in the post. It is also advisable to email us to let us know you have sent the items back to us.
Postal Costs: If you require an exchange of a product then the Buyer must pay for the return postage and also the cost of shipment back out again (both directions). Please ensure that the item comes back to us in new and unworn condition and all garment labels (internal and external) are attached. The product / brand gift box also needs to be protected from being crushed. All return products need to be re-sold as new.
Items can be exchanged if the goods are faulty (stitching comes away, bra clasps come away / break etc) please contact us in first instance, our faulty good policy is one based on a fair and reasonable usage basis over a sensible period of time and fair use, a replacement or a credit may be given. Management discretion will be applied in all cases. Please download the form via the link below and send this back with the goods.
If agreed with our returns department then Items can be exchanged if the goods chosen are the wrong size for the vast majority of our stock and / or a credit can be given. All returned items must be in perfect original condition, unworn and with the Ennia labels still attached. Return of goods will only be considered if unused and returned in the original packaging. Ennia Lingerie USA reserves the right to refuse any Return if in the opinion of the supplier the goods have been used; items must not be soiled or have been washed in any way. Please note: In the case where refunds are made this excludes postage costs for outward and inward shipping.
(* if more than 14 days has passed since the goods arrived into your possession then we cannot take a return on any item)
Please email us and let us know you are returning an item or your order so can then monitor for the pending delivery, our email address is: firstname.lastname@example.org or call us +44 7587 804816. Please note our office operates on UK time (GMT) see our contacts page for details.
Any returns must be accompanied by the Original Order Number and the completed Ennia returns form which you will need to download, please print this out and send this back with your returned goods in order to be considered for an exchange or a credit. To download the Ennia returns form (pdf format) please click here: Ennia Returns Form (pdf) To download the Ennia returns form (this requires Adobe reader software on your PC) please click here to download the form: Ennia Returns Form (pdf)
Please email us and let us know you are returning a package to us so that we can monitor for it's pending delivery, our email address is: email@example.com