Shipping policy

At Enè, we carefully prepare every order for its journey to you. This Shipping Policy explains how orders are processed and delivered, how shipping costs are calculated, and what happens in the event of delays, loss or damage.

ORDER PROCESSING

Orders are processed before being handed over to the selected shipping carrier.

Estimated processing and delivery times may be displayed on our website, during checkout or in your order confirmation.

Please note that processing time and delivery time are separate. Delivery estimates begin once your order has been dispatched.

Orders placed during weekends, public holidays, launches, promotions or particularly busy periods may require additional processing time.

If there is an unexpected delay that significantly affects your order, we will make reasonable efforts to inform you using the contact details provided when placing the order.

Unless a different delivery period has been agreed with you, orders will be delivered within the period required by applicable consumer law.

SHIPPING DESTINATIONS

Enè ships to the destinations available during checkout.

Available countries and shipping methods may change from time to time depending on carrier availability, shipping restrictions or other operational circumstances.

If your country or region is not available as a shipping destination at checkout, we are unfortunately unable to accept an order for delivery to that destination at that time.

SHIPPING COSTS

Shipping costs are calculated and displayed during checkout before you complete your purchase.

The amount may vary depending on:

the delivery destination;
the shipping method selected;
the carrier;
the size or weight of the shipment; and
any applicable shipping conditions.

Any available standard, tracked, express or other delivery options will be displayed during checkout where applicable.

DELIVERY TIMES

Delivery times shown on our website or at checkout are estimates unless we expressly state that a particular delivery date is guaranteed.

Actual delivery times may vary depending on the destination and shipping carrier.

International deliveries may take longer due to customs processing or local delivery procedures.

Enè will make reasonable efforts to ensure orders are delivered within the estimated timeframe.

Unless a different delivery period has been agreed between you and Enè, goods will be delivered no later than 30 calendar days from the conclusion of the purchase contract, as required by applicable Lithuanian consumer law.

INTERNATIONAL ORDERS, CUSTOMS & IMPORT CHARGES

International orders or orders delivered outside the applicable customs territory may be subject to additional charges when entering the destination country.

These may include:

customs duties;
import VAT;
import taxes;
customs clearance fees;
carrier handling or brokerage fees; or
other charges imposed by the destination country or relevant authorities.

Unless we clearly state during checkout that these charges have already been collected by Enè, customs duties, import taxes and other destination charges are not included in the product price or shipping cost and are the responsibility of the customer.

These charges are determined by the authorities or carriers in the destination country and are outside Enè's control. We therefore cannot guarantee whether charges will apply or how much they will be.

We recommend checking the applicable customs and import requirements in your country before placing an order.

Customs procedures may also cause delivery delays that are outside our reasonable control.

If a parcel is returned to us because customs or import charges were not paid, any refund and applicable return costs will be handled in accordance with our Returns Policy and applicable consumer law.

TRACKING

Where tracking is available for your selected shipping method, tracking information will be sent to the email address provided with your order once your parcel has been dispatched.

Please allow some time for the carrier's tracking information to update after dispatch.

Carrier tracking information is provided by the shipping carrier and may occasionally be delayed or inaccurate.

DELIVERY ADDRESS

Please make sure that your shipping address and contact information are complete and correct before submitting your order.

If you notice an error after placing your order, contact us as soon as possible at:

info@enejewellery.com

We will try to update the address if the order has not yet been dispatched, but we cannot guarantee that changes can be made once processing or shipment has begun.

Enè is not responsible for delivery problems caused solely by incorrect or incomplete delivery information supplied by the customer.

If a parcel is returned to Enè because an incorrect or incomplete address was provided, we may ask you to cover the reasonable cost of sending the parcel again.

This does not apply where the delivery error was caused by Enè or the shipping carrier.

RISK DURING SHIPPING

Enè remains responsible for the risk of loss or damage to your order until you, or a third party designated by you other than the shipping carrier, physically receives the products.

Simply handing the parcel to the shipping carrier does not transfer the shipping risk to you.

If you independently arrange a shipping carrier that was not offered by Enè, risk may pass to you when the products are handed over to that carrier, where permitted by applicable law.

LOST OR MISSING PARCELS

If your tracking information indicates a problem or your parcel has not arrived within the expected delivery period, please contact us at:

info@enejewellery.com

Please include your order number and any relevant tracking information.

We will investigate the shipment with the carrier where appropriate.

If the parcel is confirmed as lost before being delivered to you, Enè will provide the remedy required under applicable consumer law, which may include sending a replacement or issuing a refund.

We will not require you to bear the loss of a parcel simply because it was lost by a shipping carrier selected by Enè before delivery.

DAMAGED PARCELS OR PRODUCTS

If your order arrives damaged, please contact us as soon as reasonably possible at:

info@enejewellery.com

Please include:

your order number;
a description of the issue;
photographs of the damaged product; and
photographs of the packaging where possible.

This information helps us investigate the damage and resolve the issue.

If a product was damaged during delivery, is faulty or otherwise does not conform to your order, we will handle the matter in accordance with your statutory consumer rights.

You will not be required to pay the reasonable return shipping costs for a defective, damaged, incorrect or otherwise non-conforming product where Enè is legally responsible for those costs.

Reporting damage as soon as possible helps us resolve the issue more quickly, but does not remove any statutory consumer rights you may have.

DELAYED ORDERS

Occasional delays may occur because of circumstances such as:

carrier disruptions;
customs processing;
severe weather;
public holidays;
transport disruptions;
unusually high order volumes; or
other circumstances outside our reasonable control.

Where possible, we will make reasonable efforts to inform you about significant delays.

If your order is not delivered within an agreed delivery period or within the timeframe required under applicable law, you may have the right to request delivery within an additional reasonable period and, in certain circumstances, cancel the purchase and receive a refund.

Nothing in this Shipping Policy limits your statutory rights regarding delayed or failed delivery.

UNCLAIMED OR REFUSED PARCELS

If a parcel is not collected, delivery is repeatedly refused, or the parcel is otherwise returned to Enè by the carrier, please contact us.

Any refund, reshipment and associated return or re-delivery costs will be assessed according to the circumstances, our Returns Policy and applicable consumer law.

Where the return was caused solely by circumstances attributable to the customer, we may require the customer to pay reasonable re-delivery or return shipping costs where permitted by law.

RETURNS

Shipping an order back to Enè is governed by our Returns & Refund Policy [LINK].

For ordinary change-of-mind returns, the customer is responsible for the direct cost of return postage.

If the product is defective, damaged, incorrect or otherwise does not conform to the purchase contract, reasonable return shipping costs will be covered by Enè where required by applicable law.

Please do not return an order without following the return instructions provided in our Returns & Refund Policy.