Frequently Asked Questions

Frequently asked questions

How do I return a Encanto item?


We want you to be completely satisfied with your Encanto purchase. Not the perfect fit? Just let us know—we’re happy to help! We offer free shipping on all Turkey returns. Encanto accepts returns of unworn/unwashed items within 30 days of your ship date. We've made it simple for you to initiate an online return here. International orders are not eligible for return or exchange at the current time.




What is Encanto`s return policy?


A return must be requested 30 days of the ship date, after which merchandise must be sent back within 15 days. Merchandise must not be worn, washed, dyed, or altered. Merchandise must be returned in its original packaging. Returns must include the packing slip supplied during return process (packing slip will auto-generate along with the return label). Package should only include items listed in that particular return packing slip. Merchandise that appears to be worn and/or washed and not in its original/sellable condition may result in a delayed refund/exchange, or may not qualify for a refund or exchange. In these cases, the item(s) will be returned to you. Certain items are marked as not refundable and are not eligible for returns (ie. gift cards, gifts with purchase). Sets and Kits are not eligible for partial exchange or return. International orders are not eligible for return or exchange at the current time. Please note: For all Turkey orders, original shipping and handling charges are not refundable, however if you need to return your item, the return shipping is on us!




I just need yo exchange for a different color or size..


Not a problem. Simply select the item you're sending back. You will be prompted to select a new size and color. After that, print the provided packing slip and return label and mail back the original item. We will ship the new item to you right away.




Can I cancel my order?


Because we want to get your pieces to you ASAP, we are unable to cancel or make changes to an order once it has been submitted. If it’s not everything you dreamed or just not the perfect fit, no problem! Simply head to our returns page for a simple refund or exchange. If there is a delay in shipping, please contact us. We aim to get everything to you in a timely manner so you can get started on that perfect night’s rest, but sometimes things happen. One of our amazing Customer Happiness reps can help you find a solution that won’t cause you to lose any sleep.




My order didn`t arrive when I thought it would?


Due to COVID- 19, we are experiencing longer processing and shipping times than usual. While we totally empathize (believe us—we love our PJs too), arrival times are not guaranteed and shipping costs are non-refundable.




My package was lost, stolen or damaged


Oh no! Please file a claim with the shipping carrier first, then contact us letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.




What if I want to speak to someone?


We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.