Customer FAQ
CONTACT US
Have questions ?
They might be answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: info@enen.co.jp
or fill in our contact form:
FAQ
What types of payment do you accept?
Buy securely with PayPal. We currently accept Paypal payments. All payments are processed through Paypal and all major debit and credit cards are accepted.
How will I know my order was successful?
You should automatically receive an order confirmation email. If you have not please ensure the email address you used is valid and please check your email junk/spam folders.
Account holders can check their order history by signing in. Please contact the customer service team if you still haven't found your order confirmation and they will be able to confirm the order details for you.
My order hasn't arrived after 28 days?
International shipping can take time. You should receive your order within 28 days. You should also receive a tracking code after your order is successfully dispatched so you can follow its progress. Please check that the items are not being held for you by the delivery company or customs. If you still cannot locate your items please contact us.
Do prices include local taxes?
Yes. Products in the store include tax (VAT 20%).
I can't log in to my account?
Please check that you are using the right password /email address combination.
It is important that the email address you signed up with is valid.
If you have forgotten your password, click 'Forgotten password' at account sign in and follow the onscreen steps to reset a new password.
If you still cannot login into your account please email the customer service team.
I received my order but it was damaged
We aim to make sure your products reach you in perfect condition in appropriate packaging to keep them safe and secure.
If you received a damaged item please send our customer service team photographs of the product/package straightaway - including details of the damage and any sign of tampering. Please retain the product and packaging until we have resolved the issue.
Email the details and photos to the customer service team so we can promptly dispatch a new duplicate item to you if necessary.
I received my order but something is wrong or incomplete
Please contact us immediately using the form above, including photos of products received in error and relevant details. We will verify with our warehouse and make appropriate arrangements.
Receiving photos help us verify problems and react as promptly as possible, whilst substantiating any claim we might need to lodge.
We aim to send any products out to you the same or next day.
I received my order but something is wrong or incomplete
Please contact us immediately using the form above, including photos of products received in error and relevant details. We will verify with our warehouse and make appropriate arrangements.
Receiving photos help us verify problems and react as promptly as possible, whilst substantiating any claim we might need to lodge.
We aim to send any products out to you the same or next day.
Still can't find the answer here?
Fill out the form above to ask our customer service team. We'll email you back with an answer as soon as possible, normally within 48hrs (except weekends and bank holidays).
Returns & Refunds
I need to return an item, what should I do?
We truly hope you are very happy with your order but if needed we will gladly offer a refund on all products if they are returned to us within fourteen days of receipt, provided they are returned in their original sealed packaging, unopened and unused.
Please note, we cannot offer a refund, replacement or exchange on some cosmetic items deemed to be unfit for resale due to EU hygiene regulations.
Please contact the customer service team to arrange the return:
or use the contact form.
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Please note: Returns postage & packaging is not covered by eN Store.