Heidi - Set

 FAQ:

1. Do you have a physical store?

No, we’re a 100% online store! This lets us focus on giving you a fast, personalized shopping experience from wherever you are.

2. How do I know my chosen size will fit?

 Our clothing tends to run small, so we strongly recommend checking the measurements before selecting your size.

At Enso Amara, your comfort and confidence matter most. Here’s how we help:

• We provide exact measurementsfor every item in the product descriptions.
• Compare these to your own body measurements for the best fit.

3.  How do I measure myself correctly?

We’ve included a step-by-step visual guide on our site to walk you through measuring. Still unsure? Reach out to our team—we’re happy to help you nail the perfect size!

4.  When will my order arrive?

All delivery timelines are outlined in our Shipping & Delivery Policy. Check there for the latest updates!

5.  Can I exchange or return an item?

Yes! For size changes or returns, please review our Returns & Exchanges Policy for clear instructions and fair terms.

6.  What is a pre-order?

A pre-order lets you reserve limited-edition items before they’re in stock. Key details:

• Full payment upfront: Required to secure your reservation.
• Non-refundable: Except for supplier issues (we’ll give a 100% refund in those cases).
• Combined shipping: If your order includes in-stock and pre-order items, we’ll ship everything together once all items are ready.
  → Need in-stock items sooner?We can split your shipment for an extra $6(PuertoRico)/ $8 (U.S.).

7.  When will I get my pre-order?

 Pre-orders typically take 2–8 weeks to produce and deliver. Keep in mind:

• This is an estimate—actual timing may vary.
• You’ll get a tracking number via email as soon as your order ships from our warehouse.

8.  Can I cancel my order?

You can only cancel orders that haven’t been processed. Note:

• 10% processing fees: Will be deducted in accordance with our stated policies.
• Fraudulent orders:Subject to automatic cancellation with corresponding processing fee deductions.

At Enso Amara, we strive to provide you with the best shopping experience, including shipping options tailored to your needs. Below is relevant information about our shipping services:

1. Available Destinations: We offer shipping within Puerto Rico and the United States. If you are located in another country, please contact us to verify shipping availability to your location.
   
   
2. Shipping Options:

• Free shipping on purchases of $150 or more within Puerto Rico and the U.S., allowing you to maximize your investment without additional shipping costs.
• Available shipping methods: USPS First-Class Mail: $6 for Puerto Rico / $8 for the U.S.

3. Order Processing:

• Orders are processed within 1 to 3 business days before being shipped.
• We do not process orders on Sundays, Mondays, or holidays.
• Once your order has been processed, you will receive an email with the details and tracking number to monitor the status of your shipment.
  

4. Delivery Times:

• Delivery times may vary depending on the recipient's location. Generally, shipments within Puerto Rico and the U.S. take between 3 to 7 business days to arrive.
• For items purchased under pre-order (PRE-Order), processing may take between 2 to 8 weeks, depending on product availability. It is recommended to review the item description before purchasing to know the estimated delivery time.

At Enso Amara, we want your shopping experience to be flawless. Please review our return policy before completing your order. By finalizing your purchase, you agree to the following terms.

Returns & Exchanges:

Not the right fit? We’re happy to exchange your item, though due to limited inventory, we can’t guarantee your preferred size will be available.  Returns are refunded only via store credit in the form EGift Card.

Which items are not eligible for exchange or return?  Non-Refundable/Non-Exchangeable Items:

To avoid confusion, these items are final sale (no exchanges or returns):

• White/ivory clothing, swimwear, bodysuits, leather/metallic garments, or items with sequins, pearls, or embellishments, one size items, seasonal clothing.
• Accessories & jewelry.
• Pre-orders, purchases made during promotional events, with discount codes, sale items, and e-Gift cards.
• All purchases made with an eGift Card (store credit) are final sale.

Return Conditions:

• Items must be unworn, unwashed, unaltered, with original tags and packaging intact.
• No stains (makeup, deodorant, dirt), pet hair, odors, or signs of use.

Return Timeframe:

• Domestic returns/exchanges must be requested within 5 days of delivery (per tracking).
• To initiate a return or exchange, contact us via email within this window.
• Late requests will notbe accepted.

⚠️ Important: Returns sent without prior approval will be rejected and returned to sender.

 How to Return: 

1. Email us your order number, name, email, product details, and reason for return. Include photos for defective/wrong items.
2. Await approval/rejection.
3. For defective or wrong items, notify us within 5 days with photos.
4. If approved, ship your item within 10 days using the provided approval number.
5. Keep your tracking number—we’re not responsible for lost packages.
6. We reserve the right to reject returns that do not meet these conditions.

7. Return shipping costs are the customer’s responsibility, unless the item is defective/incorrect.

Processing Time:

• Returns are inspected upon arrival to ensure compliance with our policy.
• Approved returns receive store credit via eGift Cardor an exchange within 7 business days.

International Orders:

• We currently do not acceptreturns/exchanges for orders outside the U.S. & Puerto Rico. All international purchases are final sale.

Store Credit & Exchanges:

• No cash refunds. Store credit (eGift Card) is valid for 150 days (5 months).
• Limit: 2 consecutive returnsper order, 5 total returns per year.

Pre-Orders:

• Final sale—no returns, exchanges, or cancellations.
• Full payment is charged upfront.
• If a supplier issue arises, you’ll receive a 100% refund.
• If your order combines pre-order and in-stock items, shipping will occur once all items are available.
• Need in-stock items sooner? We can ship them separately for an additional $6 fee.

• Estimated arrival: 2–8 weeks.

Discount Codes:

• Must be applied at checkout.
• Retroactive discounts are not possible.

Shipping Address Changes:

• Cannot be modified after order processing.
• If you notice an error immediately after purchase, contact us to correct it before processing.
• If shipped to a wrong address, you must cover the reshipping fee.

Shipping Costs:

• Non-refundable and excluded from store credit.
• In the event a shipment is returned owing to an inaccurate delivery address and the customer refuses to assume reshipment expenses, store credit will be granted subject to a 10% replenishment fee deduction.

Lost/Stolen Packages:

• Enso Amara is Not responsible for lost/stolen shipments.
• File claims directly with USPS.

Order Cancellations:

• Once an order has been processed, it cannot be canceled.
• If you wish to return an item, you must wait to receive it and follow the return process described above.
• Unfulfilled orders may be canceled subject to a 10% processing fee of the refund amount.
• High-risk fraud orders will be canceled and subject to 10% processing deductions.

⚠️ Fair Use Policy:

• If we detect unusual returns patterns, misuse (e.g., wearing items before returning), or suspicious activity may result in rejected returns or account deactivation.
• Contact us if you believe this was applied in error.

Pre-Orders Policy

A pre-order is an advance purchase for an item not currently in stock. By placing a pre-order, you reserve your piece.

• All pre-order purchases are final sale—no returns, exchanges, or size changes permitted.
• Full payment is required at checkout, and pre-orders cannot be canceled.
• If a supplier issue arises, Ensō Amara will issue a 100% refund.
• Mixed orders (pre-order + in-stock items):
• Your entire order will ship once all items are available.
• Need in-stock items sooner? We can ship them separately for a $6 additional fee.

Delivery & Processing Time

• Pre-order items typically arrive within 2–8 weeks.
• This timeframe is an estimate, not a guaranteed delivery date.
• Once our warehouse receives your item(s), we’ll process and notify you of shipment immediately.