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Faqs

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Topics
  • Order issues
  • Delivery
  • Returns & Refunds
  • PAYMENTS, PROMOS & GIFT VOUCHERS
  • Technical
Questions
  • WHAT SHALL I DO IF AN ITEM IS MISSING FROM MY ORDER?
  • WHAT SHALL I DO IF THERE IS A FAULTY ITEM IN MY ORDER?
  • WHAT SHALL I DO IF THERE IS A WRONG ITEM IN MY ORDER?
  • CAN I CANCEL THE ORDER AFTER I'VE MADE IT?
  • WHAT IF I WANT TO EDIT MY ORDER AFTER I'VE MADE IT?
  • DO I HAVE TO CREATE AN ACCOUNT TO PLACE AN ORDER?
  • TO WHICH COUNTRIES DO YOU SHIP?
  • HOW DOES YOUR DELIVERY SERVICE WORK?
  • HOW MUCH IS THE DELIVERY?
  • IS THE SHIPPING MORE EXPENSIVE IF I PURCHASE MORE THAN ONE ITEM IN A SINGLE ORDER?
  • CAN I TRACK THE SHIPPING STATUS OF MY ORDER?
  • MY ORDER HASN'T BEEN DELIVERED YET, WHAT SHOULD I DO?
  • WHAT SHALL I DO IF I HAVE NOT RECEIVED MY ORDER BUT MY TRACKING SHOWS AS DELIVERED?
  • MY ORDER WAS MARKED AS 'UNDELIVERED' AND RETURNED TO ENPOSH
  • I FORGOT TO ADD MY HOUSE NUMBER, CAN THE SHIPMENT LEAVE THE SAME?
  • I’VE JUST PLACED AN ORDER BUT I ENTERED THE WRONG ADDRESS, IS IT A PROBLEM?
  • DO I HAVE TO BE IN WHEN MY PARCEL ARRIVES?
  • CAN YOU DELIVER MY ORDER TO MY WORK ADDRESS?
  • CAN I REDIRECT MY ORDER TO A DIFFERENT ADDRESS?
  • WHAT’S YOUR RETURN POLICY?
  • HOW DO I MAKE A RETURN?
  • HOW LONG DO I HAVE TO RETURN AN ITEM?
  • CAN YOU PICK-UP MY RETURN?
  • CAN I RETURN AN ITEM FOR AN EXCHANGE INSTEAD OF A REFUND?
  • CAN I STILL RETURN MY ITEM IF I HAVE LOST THE RETURN FORM?
  • I FORGOT TO INCLUDE THE RETURN NOTE IN THE PARCEL, WHAT SHALL I DO NOW?
  • CAN I REQUEST A REFUND IF THE PRICE HAS CHANGED SINCE I ORDERED IT?
  • DO YOU ALSO REFUND SHIPPING CHARGES WITH RETURNS?
  • HOW DOES THE REFUND WORK IF I PAID MY ORDER IN CASH? (*SHIPMENTS WITHIN ITALY ONLY)
  • WHAT SHOULD I DO TO REQUEST A REFUND?
  • WHEN WILL I KNOW IF MY REFUND REQUEST HAS BEEN SUCCESSFUL?
  • WHEN SHOULD I EXPECT MY REFUND?
  • I HAVE RECEIVED AN INCORRECT REFUND. WHAT SHOULD I DO?
  • What payment methods do you accept?
  • What is CVV/CVC code and where do I find it?
  • Are my details safe when I order on ENPOSH?
  • What do I do if my payment failed?
  • I want to use a promo code, where can I enter it?
  • Can I use more than one promo code on my order?
  • Where can I find a promo code?
  • When will I see the charge of my ENPOSH order on my bank account?
  • How do I know if an item will fit me well?
  • How can I search for items on your website?
  • What should I do if I have not received a confirmation email?
  • How can I contact your Customer Care Team?
  • What should I do if I’m not receiving emails from ENPOSH?
  • How do I unsubscribe from your emails/newsletter?
Answer
  • We are very sorry if an item is missing. Please get in touch with our Customer Care team at info@enposh.it we’ll help you to solve this issue as soon as possible. Please, make sure to include in the email used when making the purchase, the order number and the missing item's number and name. We will resolve the issue for you as quickly as we can.
  • We want to solve any problem with faulty items right away. Please let our customer care team know at info@enposh.it by providing them with the order number and a concise description of the defect. We will resolve the issue for you as quickly as we can.
  • We want to solve any problem with wrong items right away. Please let our customer care team know at info@enposh.it providing them with the order number and the wrong item's name and number. We will resolve the issue for you as quickly as we can.
  • We are very quick at packing and shipping your order which means you can not cancel your purchase once you have made it. However, please drop us an email at info@enposh.it and if we haven’t processed your order yet, we will help you cancel the order. Should we not be able to cancel the order, you can always return your order after receiving it
  • We are very quick at packing and shipping your order which means you can not edit your purchase once you have made it. The amendments include changing the delivery address, delivery option, or payment method.
  • No need to create an account to purchase on our website. You can check out as a guest.
  • To know more about the countries we deliver to and the prices please visit our Delivery info page
  • Delivery in Italy is within 2 working days (excluding Saturday, Sunday and Public Holidays) from the moment you receive your Shipping Confirmation email. However, in some areas might take a little bit longer. Please, visit our Delivery info page for more information.

    *Delivery is Monday to Friday (excluding Public Holidays).
    *Delivery is fully tracked, and delivery notifications via SMS and email are provided by the courier.
    *We’ll email you a link to your tracking information once your order has left from our warehouse.
    *A signature may be required upon receipt.
  • Italy 48h standard delivery is €4,99. Please, visit our Delivery info page for more prices and info.
  • No it isn’t. You will pay the fixed shipping rate regardless of the quantity of items you purchase.
  • Yes, you'll receive a Dispatched Confirmation email and SMS from the courier once your order is on its way. You can click on the tracking link in the email to view the progress of your order.
  • You can find out the status of your order by clicking the tracking link in the shipping confirmation email. The estimated delivery date is written in your Dispatched Confirmation email. Please allow until this date for your order to arrive.However, if the estimated delivery date provided in the Dispatched Confirmation email has passed and you still haven’t received your order, contact us (info@enposh.it) with your order number, name and address and we will do our best to assist you.
  • If the tracking shows as delivered but you have not received anything yet, please check first with your neighbour. If none of your neighbours has received anything then please send us an email at info@enposh.it specifying your order number, name and delivery address and we’ll contact the courier on your behalf.
  • Our couriers usually make two delivery attempts before returning orders back to us as “undelivered”. If your order is one of these, and it has been returned to Enposh, you need to let us know at info@enposh.it Please, make sure you write the order number, name and address so we can look into this for you.
  • Yes, but the lack of house number might be a problem for delivery and cause delays. Once you realise this, please contact us at info@enposh.it specifying the house number.
  • Please, contact us as soon as possible at info@enposh.it specifying the order number and the correct delivery address.
  • There must be someone in when your order is out for delivery as the courier may request a signature. Alternatively, they might leave it with your neighbour. However, don’t worry if it isn't possible to deliver your order at the first attempt as the courier will make a second attempt. If this will not be successful, then the parcel will be returned to us.
  • You can decide where you want us to ship your order to. Simply indicate the address and all relevant information under the shipping information section at checkout. Also, make sure that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.
  • For your security reasons we cannot redirect your parcel to a different address. However, don’t worry, if you’ll not be in at the first delivery attempt, the courier will schedule a second attempt.
  • You may return any item within 28 days of receipt for a full refund (shipping cost are not refundable) provided the item is in its original, unused condition. Unfortunately, at the moment we don’t provide a return service, so returns will be at your own cost.

    Shoes should be returned in the original shoe box and with all the original content. Please, make sure you include the return form filled with all requested information. It’s very important to insert this data in the parcel as we are not able to refund anonymous packages.

    Make sure you deliver your return to the address below:

    ENPOSH
    Via 4 Novembre N.50,
    Polignano a Mare, 70044 (BA)
    Italy

    All goods will be inspected on return. The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way! We are not responsible for any items that get lost on the way to us, so we recommend you obtain proof of postage and keep it until we have approved and released your refund.
  • To make a return, simply follow the steps below:
    1. Fill the Return Form that you found in your parcel
    2.Pack the item in its original shoe box and include the filled Return Form
    3.Place the shoe box in its original shipping bag or in an alternative shipping box/bag Make sure you remove/cancel the old shipping label
    4.Take your parcel to any Post Office counter and deliver it to the address below:

    ENPOSH
    Via 4 Novembre N.50,
    Polignano a Mare, 70044 (BA)
    Italy

    Request the proof of postage Keep with you the proof of postage until we accept your return and issue the refund.
  • You can return your item within 28 days provided the product is in its original, unworn condition.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • We are currently not able to offer the pick-up service unfortunately. You can return your parcel using any postal service. We highly recommend you to request the proof of postage receipt.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • We're not able to offer an exchange on returned items and all returned items in new and unused conditions will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • Don’t worry, you can just add a note with your return. This must include: your full name, address, email address, order number and reason for return. Please note that If you do not include a note we will be unable to process your return until you contact us via email (info@enposh.it).

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • Please contact our customer care team asap and provide the tracking number that has been given by the shipping company when you made the return.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • Our prices might be subject to changes in response to trends, season changes and stock availability. We will not refund the price difference.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • We are sorry but at the moment we don’t refund delivery charges. If you return an item you will be refunded the price you paid for the item excluding the delivery charges.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • Please, fill the return note within your parcel making sure:

    1. You tick “cash upon delivery” under the payment method section
    2. Add the bank account details where you want us to process the refund
    Please, contact us on info@enposh.it if you have already shipped your return and forgot to add the return note. You need to include the reason for return and the details of the bank account you want us to process the refund.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • If you want to return your order you can make a return at your expenses no later than 28 working days from receipt of the package. Make sure to fill the Return Form within your order and include it in your return parcel. Once the item/s have been inspected and approved, we’ll process the refund. Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • We will send you a confirmation by email informing you that the refund has been processed.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • Once we receive your return we will check the item conditions. After we have determined that the item is in new, unused conditions and unworn in any way, we'll proceed with your refund and confirm it to you by email.

    Once we have processed your refund, it can take up to 3/5 working days for the money to show into your bank account. Please note that refund processing time depends on your bank.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • We're very sorry if we made a mistake. Please, contact our care team with your order number and a brief description of your issue. Our team will be happy to assist you.

    Note: We recommend using a trackable service when returning any items and obtaining a proof of postage and keep it until we have approved and released your refund.
  • You can use any of the payment types listed below to pay for your order. You can also choose to pay in cash on delivery (for shippings in Italy only) at the additional fee of €3.50. We take your security very seriously, your details are safe with us. We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.
    -VISA
    -MAESTRO
    -MASTERCARD
    -VISA ELECTRON
    -PAYPAL
    -AMERICAN EXPRESS
  • The CVV Number on your credit card or debit card is a 3 digit number (on your American Express card it is a 4 digit numeric code).
    For Visa, MasterCard, and Discover, the three-digit security code will be printed on the back of the card after the credit card number.
    The four-digit security code for American Express credit cards is printed on the front-right of the card, directly above the credit card number.
  • We take your security very seriously. Payment information is processed securely by accredited third parties such as PayPal and Stripe. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.
  • Your order will be confirmed only if the payment has been processed. Please try again and double check that you have entered correct card details. Should you require any assistance in placing the order please contact us.
  • Make sure you copy and paste the code, without any spaces, into the 'Promo’ box.

    Enter the code and click on the “Apply” button to add the code to your order. Once the code has been applied the value of your order will change to reflect the code.

    You must enter the discount/promo code at checkout as you won’t be able to apply it later.

    Each discount/promo code has its own terms and conditions, so make sure you have a look at them when you receive any codes. The terms and conditions should be in the same place where you found the code whether it be through an email or on our website. The majority of codes have an expiry date and may only be valid for certain items.

    The promo codes/discounts can’t be cumulated. You can only use one discount/promo code per order.
  • Promo codes can’t be cumulated with other discount codes. You can only use one promo code per order.
  • We know that our clients like to nail a great deal! We'd recommend that you sign up to our newsletter and follow us on social media to be sure you are not missing any promo codes and special offers.
  • Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been received.

    If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.

    Please remember that even if a payment isn't authorised, it may look like ENPOSH has still taken the money as some card issuers may still reserve the money, for a short period of time.
  • ENPOSH offers a line with a standard wearability so we’d suggest you to choose your usual wearing shoes size.
  • Type in the box at the top left of the homepage, where you see the magnifying glass, a brief description of what you are looking for or the item name or number and then click on the magnifying glass.

    If you just want to browse our available items, then select a category from the homepage and enjoy the search ;) You can also narrow down your search by filtering per product type, colour and size.

    When you've found what you're looking for, add it to your bag and when you’re done shopping, follow the steps on screen to complete your order, or to save it in your wishlist for your next order.
  • If you have not received a confirmation email, please check your spam/junk folder and add us to your safe senders list. If you still can’t find the email then email us on info@enposh.it and we will resend the confirmation email to you.
  • We try our best to make online shopping with ENPOSH easy and smooth. Yet, we understand you may have some questions so we’ve created our FAQ page where you will hopefully find the answers you’re looking for.

    However, online is what we do best at ENPOSH so if you still can’t find an answer, just drop us an email on info@enposh.it. We handle customer care queries mainly by email or social media. We’re here 24 hours a day, 7 days a week. Please, do include as much information as possible in your email so we can get back to you as soon as possible.
  • When you sign up and place an order, you should receive some emails from us, such as ENPOSH newsletters, Order info, Shipping and Return Confirmation emails, including all replies from any communication with our Customer Care team. You might not be receiving emails from us for different reasons:

    1. We might be in your junk mail. To stop this from happening, please add info@enposh.it to your email address book.
    2. We might have your wrong email address. Just sign in to your account to check if we have your correct email address. Double check that you’ve agreed to receive our newsletters and update emails.

    If after this you’re still having trouble, please contact our Customer Care Team with as much information as you can and we will try our best to help.
  • If you no longer wish to receive emails from ENPOSH, you can unsubscribe simply by clicking on the unsubscribe link at the bottom of one of our newsletter emails.

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