Returns & Exchanges
Returns and Exchanges Policy
At Enzo London, we aim to provide precise and detailed descriptions of all our clothing and jewelry products. However, we understand that sometimes an item may not meet your expectations upon arrival.
How to Initiate a Return or Exchange
If you wish to return or exchange an item, please reach out to us via email. When requesting a return, exchange, or refund, kindly include a copy of your invoice or packing slip and specify the reason for your request, whether it's for a refund or an exchange.
Return and Exchange Eligibility
All items to be returned or exchanged must meet the following criteria:
- Must be returned in new, unused condition and in their original packaging.
- Must include all original packing materials, tags, manuals, and any accessories that came with the item.
- Returns or exchanges must be initiated within 14 days from the date of delivery.
Return Shipping Costs
Customers are responsible for all return shipping costs unless the item received is incorrect or defective. We recommend using a trackable shipping service to ensure the safe return of your item.
Restocking Fee
A restocking fee of 10% will be applied to all returned items unless the return is due to an error on our part (e.g., incorrect or defective items). This fee will be deducted from your refund amount to cover restocking costs.
Conditions for Refusal
We reserve the right to refuse any return if:
- There are any signs of wear or damage.
- Parts of the item or accessories are missing.
- Tags, labels, or plastic seals on the item have been removed.
Refund Policy
Before Shipment: If you wish to cancel your order and request a refund before the item has been shipped, please contact us immediately. In these cases, a full refund will be issued to the original payment method without any restocking fees. Once the item has been dispatched, our standard return and restocking policies will apply.
After Shipment: Refunds for shipped items will be processed once the returned item has been received and inspected. Upon approval, the refund will be issued within 72 hours to the original payment method. Please allow some time for the funds to reflect in your account, depending on your payment provider.
Non-Refundable Scenarios
- Items showing signs of wear or damage.
- Items missing parts, packaging, or documentation.
- Items with removed plastic seals or tags.
- Customized or specially modified items.
Lost Items
If an item appears lost in transit, please contact the shipping carrier to attempt to locate it first. If the carrier is unable to resolve the issue, and 21 business days have passed since the date of dispatch, please contact Enzo London. We will work with the shipping carrier to locate your item. If the item is confirmed as lost after this period, we will offer either a full refund or a replacement based on stock availability.
Processing Returns
Once we receive and inspect your returned item, we will process your refund within 72 hours. During busy periods, minor delays may occur, but we strive to complete refunds as quickly as possible. Refunds will be issued using the same payment method as the original purchase unless otherwise agreed upon.
Non-Returnable Items
Please note that certain items are not eligible for return, such as customized products or items that have been specially modified upon request. This will be indicated at the time of purchase.
Chargeback Attempts
Any attempt to initiate a chargeback through your payment provider will void the warranty and any return rights with Enzo London. We encourage customers to work directly with us to resolve any issues before pursuing this route, as we are committed to your satisfaction.
Customer Responsibility
By initiating a return, the customer acknowledges full responsibility for the item until it is received by Enzo London. This includes ensuring proper packaging and selecting a secure, trackable shipping method. Enzo London is not responsible for lost or damaged returns during transit.
Customer Satisfaction
Our goal is to ensure your complete satisfaction with our products and services. If you have any questions or need further clarification regarding our returns and exchanges policy, please do not hesitate to contact us.