If you have any questions, please check our Frequently Asked Questions section. If you still need help, please don’t hesitate to contact us at info@enchuhome.com.

Frequently Asked Questions

1. What is the status of my order?

You can check the status of your order by visiting our website and logging into your account (if you already creat an account). You will also receive an email confirmation to the email address provided upon placing your order successfully.

Your order will be dispatched within 3 working days, and you will receive an email confirmation to the email address provided.

2.Where is my order? 

We will notify you by email when your order is dispatched. We can confirm all orders have left our building and proof of postage can be supplied. Please visit our delivery policy page for estimated delivery times. These times are indicative and subject to availability, payment authorisation, verification and processing. If your tracking number indicates that your order has been delivered and you haven’t received your order, you should:

  • Check if someone else at your address has accepted it.
  • Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place like a porch or garage.
  • Look for a notification of attempted delivery. You may find an attempted delivery notice in your letterbox or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
  • Contact the carrier if there’s still no sign of the parcel.

3. How long does delivery take?

Our standard shipping time varies based on the destination:

  • United States, Germany, Canada, United Kingdom, Australia, France, Netherlands, Singapore, New Zealand, Japan: 5-14 working days.
  • Other Countries: 15-30 working days.

Please note that these are approximate delivery times and are subject to factors such as customs clearance and local postal services.

We aim to process your order within 2 working days.

4. How do I cancel my order?

If you wish to cancel your order, please notify us by email at info@enchuhome.com within 1 hour of making your order. Please include the following details:

  • Your Name
  • Your Order Number
  • Reason for cancellation

5. How do I return my order?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@enchuhome.com. We will provide you with a detailed guide, including the return address.

If your return is accepted, we’ll send you conformation email with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@enchuhome.com.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

Refunds Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed automatically on your original payment method within 3 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 5 business days have passed since we approved your return and you still haven’t received your refund, please contact us at info@enchuhome.com.

6. Why am I not receiving any emails?

If you are expecting an email from us and haven’t received it, your email provider may have blocked the email or they may have moved the email to your junk/spam folder. If you are using Gmail, the emails may also have been moved to your promotions folder.