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.
What is Encanto`s return policy?
I just need to 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.
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.