Shipping and Delivery

Shipping, Delivery, and Return Policy

At Enluzia, we deliver our creations worldwide. We strive to make the ordering process as smooth as possible. If you have any questions, do not hesitate to contact our customer service.

Here is how we handle your orders:

1. Logistics and Origin

To ensure optimal availability and international delivery, our stocks are spread across our two main warehouses located in Guangzhou and Vietnam.

  • Carriers: Since we deliver worldwide, we do not work with a single carrier. The delivery provider is automatically selected based on your geographical location and stock availability (Cainiao, YunExpress, Colis Privé, La Poste, etc.) to ensure the best possible routing.

2. Shipping Costs

We cover the shipping costs for every standard order. All our products are delivered to your home free of charge, with no minimum purchase, no matter where you are in the world.

3. Processing and Delivery Times

  • Processing time: Once your order is confirmed, we need 1 to 3 working days to prepare the package in the relevant warehouse.

  • Average delivery time: Once shipped, delivery usually takes between 5 and 10 working days depending on your destination.

Note: During high demand periods or customs checks, these times may be slightly extended.

4. Order Tracking

A few days after your order, you will receive an email containing your tracking code. You will then be able to follow your package’s progress in real time.

5. Delivery Issues (Loss or Damage)

We understand that transport incidents can happen. Here is how we proceed:

  • Package lost or damaged by the carrier: If your tracking shows the package is lost or if it arrives visibly damaged, contact us immediately. We will handle opening a claim and manage the dispute with the carrier for you. You will not have to deal with the logistics: we act as the intermediary. Once the issue is confirmed by the carrier, we will send you a new product or issue a refund according to your preference.

6. Return Policy and 90-Day Guarantee

Your satisfaction is our priority. That is why Enluzia offers a 90-Day Satisfaction or Refund Guarantee.

  • Changed your mind? You have 90 days after receipt to return an item to us. In this case (change of mind, wrong size ordered, etc.), the return shipping costs are the customer’s responsibility. The item must be returned in its original condition.

  • Item received broken or defective? If the item arrived damaged or has a manufacturing defect, we cover all costs. Contact us with a photo of the problem: we will send you a prepaid return label or send you a new product free of charge, depending on the case.

7. Non-Receipt and Incorrect Address

  • Package not collected: If the package is delivered to a pick-up point or post office and is not collected within the time limit, it will be returned to us. Handling fees may be deducted from the refund.

  • Incorrect address: Enluzia cannot be held responsible for delivery failures if the address provided by the customer is incomplete or incorrect.

8. Customs Although most shipments do not incur taxes, customs fees may apply according to the laws of your country of residence. These fees remain the customer’s responsibility, unless otherwise stated by us.