Frequently Asked Questions

Simply browse our collection, select the item and size you'd like, and add it to your cart. Once you're ready, proceed to checkout, enter your shipping and payment details, and confirm your order. You'll receive an order confirmation email as soon as your payment has been processed successfully.

You may cancel your order within two (2) hours of placing it by contacting us at support@encerect.com. Please include your order number in your message so we can action your request as quickly as possible.

After the two-hour window, your order may already have entered the fulfillment process and can no longer be cancelled. In that case, you are welcome to return the item once it arrives by following our returns process.

Once your payment has been successfully processed, you will receive an order confirmation email at the address you provided at checkout. This email serves as your proof of purchase and contains your order details.

If you don't receive a confirmation email within a few minutes, please check your spam or junk folder. If it's still not there, contact us at support@encerect.com and we'll look into it for you.

We process orders quickly, so modifications are only possible within the two-hour cancellation window. If you need to change a size, colour, or item, please contact us at support@encerect.com as soon as possible with your order number.

After that window, we are unable to make changes and you would need to wait for delivery and follow the returns process if needed.

We do not offer direct exchanges. If you'd like a different size, colour, or item, please follow the return process for your original order and place a new order for the item you'd like instead. This ensures the fastest and most reliable outcome for you.

We currently ship exclusively within the United States. We do not ship internationally at this time.

We offer free shipping on all orders placed within the United States. There are no additional shipping charges for any products purchased from our store — the price you see at checkout is the price you pay.

All orders are processed and prepared for shipment within 1 to 3 business days (Monday through Friday), excluding weekends and public holidays. Orders placed after 5:00 PM (GMT-5) will begin processing on the next business day.

Once your order has been dispatched, the estimated transit time is 3 to 8 business days (Monday through Friday). The total estimated delivery time from the moment of purchase to your door is therefore 4 to 11 business days.

Please note these are estimates only. Actual delivery may vary due to factors beyond our control, such as carrier delays or unforeseen circumstances.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. You can use this number on our dedicated track your order page to follow the progress of your delivery.

Please allow up to 24 hours after receiving your shipping confirmation for tracking information to become active in the system.

If your order has not arrived within 3 business days after the estimated total delivery time (i.e. after 14 business days from your order date), please contact our customer service team at support@encerect.com with your order number.

We will initiate an investigation with the shipping carrier. If the package is confirmed lost, we will offer you a full refund or reshipment at no additional cost.

We're sorry to hear that. Please contact us at support@encerect.com within 48 hours of delivery and include:

• Your order number
• Clear photographs of the damaged item
• Clear photographs of the damaged packaging

Without photographic evidence we are unable to guarantee a resolution, but our team will assess your case and provide instructions for a replacement or full refund as quickly as possible.

For larger orders, items are sometimes shipped in multiple packages for logistical reasons. If part of your order appears to be missing, please allow an additional 1 to 3 business days for the remaining packages to arrive.

If they do not arrive within that timeframe, please contact us at support@encerect.com with your order number and we will look into it straight away.

Customers are responsible for providing accurate shipping addresses at checkout. If you notice an error, please contact us at support@encerect.com immediately with your order number.

We will do our best to correct the address if your order has not yet been dispatched. If it has already shipped to the incorrect address and is returned to us, re-shipping fees will be the responsibility of the customer.

We accept returns within 30 calendar days from the date of delivery, provided the following conditions are met:

• The item is in its original, unused, and resalable condition
• All original tags are still attached
• The item is in its original packaging
• You have a valid proof of purchase (e.g. your order confirmation email)

Items that are used, damaged, or not in their original packaging may be subject to a partial refund or refusal. We do not charge any restocking fees.

To initiate a return, follow these steps:

• Email support@encerect.com with your order number, the reason for your return, and supporting photos if the item is defective or damaged
• Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions
• Securely repackage the item in its original packaging with all tags included, and write the RMA number clearly on the outside of the package
• Ship the item to our Returns & Fulfillment Center at: 5 Coolidge Ave, Watertown, MA 02472, United States

We recommend using a trackable shipping service, as we cannot guarantee receipt of items sent without tracking.

Return shipping costs are the responsibility of the customer, except in the following cases:

• The item arrived defective or damaged
• You received an incorrect item (wrong size, colour, or product)

In those cases, we will cover all return shipping costs and arrange a full refund or replacement at no additional charge to you.

Once your returned item has been received and inspected, we will send you a notification email. If your return is approved, your refund will be processed to your original payment method within 5 business days.

Please note that your bank or credit card provider may take additional time to post the refund to your account — this is outside of our control. You will receive a confirmation email once the refund has been issued from our end.

If you haven't seen your refund yet, we recommend taking these steps first:

• Check your bank account or card statement again
• Contact your credit card company — posting times can vary
• Contact your bank directly, as there is often additional processing time on their end

If you have done all of the above and still haven't received your refund, please reach out to us at support@encerect.com and we will investigate immediately.

We sincerely apologise for this. Please contact us immediately at support@encerect.com with your order number and a description of what you received. We will arrange for the correct item to be shipped to you and cover all return shipping costs for the incorrect item — at no cost to you.

We accept the following payment methods at checkout:

• Credit cards: Visa, Mastercard, American Express, Maestro
• Apple Pay
• Google Pay

All payments are processed securely through encrypted payment gateways. We do not store your full payment details on our servers.

Payment is collected at the time of placing your order. By completing checkout, you authorise Encerect to charge the full order amount to your selected payment method. You will receive an order confirmation email once the payment has been successfully processed.

All prices on our website are displayed and charged in USD (US Dollars). Prices are exclusive of sales tax — applicable sales tax will be calculated and displayed at checkout based on your shipping address.

No. The total amount shown at checkout — including any applicable sales tax — is the final amount you will be charged. We do not add hidden fees or surprise charges. Shipping is free on all US orders.

If your payment is declined, we suggest taking the following steps:

• Double-check that your card details, billing address, and available balance are correct
• Contact your bank or card provider to check for any restrictions on your account
• Try an alternative payment method at checkout

If the issue persists, please contact us at support@encerect.com and we will do our best to assist you. Please note that Encerect is not responsible for any fees your bank may charge in connection with a declined transaction.

Yes. All transactions on the Encerect website are processed over SSL-encrypted (HTTPS) connections. We are fully compliant with PCI DSS (Payment Card Industry Data Security Standards) and do not store your full payment details on our servers.

We will never ask for your payment details via email, phone, or social media. If you receive any communication requesting this, please do not respond and let us know immediately.

You may be required to create an account to access certain features such as making a purchase or viewing your order history. Creating an account is straightforward and allows you to track your orders and manage your details more easily.

You are solely responsible for maintaining the confidentiality of your account credentials. We strongly recommend that you do not share your username or password with anyone. If you suspect any unauthorised use of your account, please notify us immediately at support@encerect.com.

We take your privacy seriously. Your personal data is collected only for the purposes of processing your orders, managing your account, and improving your shopping experience. We do not sell your personal information to third parties.

All data is handled in accordance with our Privacy Policy, and we implement industry-standard security measures including SSL/TLS encryption and access controls to keep your information safe. For full details, please refer to our Privacy Policy.

You can reach us by email at support@encerect.com or by phone at +1 302 760 9988. We aim to respond to all enquiries within 24 hours during business hours.

Our customer support team is available during the following hours (GMT-5):

• Monday to Friday: 8:00 AM – 6:00 PM
• Saturday and Sunday: 10:00 AM – 4:00 PM

Messages received outside of these hours will be responded to on the next available business day.

We aim to respond to all messages within 24 hours during business hours. To help us assist you as quickly as possible, please include your order number in any order-related enquiry.