Can you help me track my order?
Our customer experience team are always happy to assist. We are contactable via the website chat or you can send an email to firstname.lastname@example.org. Please ensure you are checking all tracking details carefully. We also advise checking with your local post service as they will provide further updates for you.
Where can I track my order?
Once your order has been fulfilled, you’ll receive a shipping confirmation email. You will then be able to track your order through the tracking link provided in the email. Your order can take 1-3 business days to be dispatched
*Please note, tracking can take around 24 hours to update after dispatch
Where do you ship to?
We ship worldwide including: Australia, New Zealand, United States, Canada, the United Kingdom. Europe, Asia, Middle East, Japan as well as many other countries.
How long will my order take to arrive?
Our shipping timeframes for majority of our international regions are:
Tracked Standard Shipping (6-10 Business days)
DHL Express Shipping (2-3 Business days)
All orders will be dispatched from our warehouse within 1-3 business days.
*All shipping times exclude clearance/customs delays.
Will my parcel be delivered to my address?
Yes! Your parcel will be delivered to the address provided at the time of purchase.
However, if you are not home at the time of delivery, or you have provided an incorrect address your parcel will be redirected to your local post office for collection.
If the parcel has been redirected to the post office, it is the customer’s responsibility to follow this up.
*Please note: UAE and Israel customers must collect their parcels from their local post office.
My address is incorrect can you please change this?
Please contact email@example.com or our website chat service as soon as possible. We can amend address details if your order hasn’t already been processed by our distribution team. If your order is undeliverable due to an insufficient or incomplete address our Customer Experience team will contact you to organise a re-delivery.
Will there be any customs fees or taxes?
Customs fees or taxes vary between individual countries. Additional taxes or customs fees may be applied at the port of entry at the recipient country.
If you are unsure about customs fees in your country, please contact your post office or customs office. We take every effort to ensure a quick and smooth delivery. However, we do not take responsibility for any delays and extra fees that may be applied via customs and duty offices in the receiving country.
It is the customer’s responsibility to cover any additional import duties, customs and taxes. Payment is necessary for your parcel to be delivered.
You will receive a refund of the total amount that has been paid (including the standard shipping costs). If you return one or more items from your original order and the total value of the remaining items is less than the € 50 threshold, we will charge shipping costs with mutual effect. We do this by reducing the amount paid for the item (s) that you have returned with the shipping costs in your country.
Return the items as quickly as possible, but within 14 days from the day on which you exercised the right of withdrawal. You can always return your items within the cooling-off period. Please note that it can take 14 days for the refund to be deposited into your bank account. We can suspend your refund until we have received the product (s) or have proof that the products have been sent. Your refund will be made with the payment method with which the order is placed.
If you are not satisfied with your ordered product (s), you can dissolve the agreement within the cooling-off period without giving reasons (right of withdrawal). The reflection period starts on the day after you have received the product or on the day that a third party designated by you (this is not the carrier) has received the product.
To be eligible for a refund, the product must be unused and in the same condition as you received it. The product must also be returned in the original packaging
Under no circumstances are monograms or customized products accepted for consideration of the return to change your mind. We do not refund or exchange monograms or customized products unless the item is defective.
If your product is defective or damaged during transport, ENRICH B.V. repair or replace your product free of charge if necessary. Items that are damaged as a result of normal wear and tear are not considered to be defective.
Send an e-mail to firstname.lastname@example.org with your order number for returns.