I tried to place an order, but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store. What happened?
This is a common issue that happens to many customers. If you did not get an Order confirmation email, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and that charge will disappear and the money will go back on your card.
I keep getting an error that says, “Zip code does not match billing address.” Why is that?
For your order to go through, you must provide us with the zip-code of where you receive your credit card statements. If you supply the wrong zip-code, you order will not go through.
If you received this error message but you were still charged on your credit card, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card but was unsuccessful. Please give it 48 hours and that charge will disappear and the money will go back on your card.
RETURNS AND EXCHANGES QUESTIONS
How to do a return or an exchange?
We accept returns and exchanges on all the orders as long as the item is in its original and sell-able condition. We accept exchanges up to 30 days after purchasing the item. We only accept items in their original, new condition.
To return an item please mail it back to the address below along with your packing slip and a hand-written message that states if you would like to return or exchange the item. For exchanges, please write the color and size you would like to exchange the item for.
20826 Lassen St.
Chatsworth, CA 91311
Once we receive your package back, it can take us up to 1 week to process your return and exchange.
Note: For all returns and exchanges, the customer is responsible for paying for the shipping to send the product back to us. We will cover the shipping to send the product back to you if you get an exchange. Also, the shipping amount paid for the initial order will not be refunded when an item is returned.
How quickly do you process and ship your orders?
We take pride in our shipping speed. 90% of all orders are shipped out within 1-2 business days! We do not ship orders over the weekends. Any orders placed on the weekends or the holidays will be shipped on the following business day.
Note: Due to the high volume of orders during the Holidays and any sales events, please expect additional delays in the shipping of your orders.
How can I track my order status?
Once an order is placed, an email will be sent to each customer with the tracking number and instructions on how to track the order after your order has been shipped.
Note: Please give the tracking number 24-48 hours to update.
How long will it take for my order to arrive?
After your order has been shipped, arrival times on all orders depend on what shipping method was chosen.
- USPS Priority Mail Express - 1 Business Day
- USPS Priority Mail - 2-3 Business Days
- USPS First Class Mail - 4-5 Business Days
- USPS Priority Mail Intl - 5- 15 Business days depending on the country
- USPS First Class Mail Intl - 2-5 weeks depending on the country
- DHL - 1 Week depending on the country
Do International orders have to pay custom fees?
We have no control over custom fees and they vary from country to country. Customers are responsible for paying all custom fees.
How to contact us:
If you have any questions about your order, please feel free to call (818)230-2162 or email us at firstname.lastname@example.org. We are open Mon-Fri from 10am to 5pm PST.
What are your customer support hours?
We are open Monday-Friday 10am - 5pm PST excluding holidays and weekends.
Is your ordering system secure?
Yes, we have a very secure ordering system.
What payment methods can I use?
We accept all major credit cards and PayPal.
GEAR & APPAREL QUESTIONS
How often do you restock your apparel?
Please follow @encewear Instagram page to stay up to date on restocks and launches.
Do you have a sizing chart?
Different products have different sizing in regard to the fitting requirement. We usually state in the product description how the items fit. Please feel free to call us at (818)230-2162 for advice on sizing.