Refund policy

ENZO RETURN & EXCHANGE POLICY

At Enzo, we strive to ensure you are completely satisfied with your purchase. Please review our return and exchange policy below.

Return Conditions

  • Eligibility: Items must be returned within 14 days of delivery. All items must be unworn, unwashed, free from damage, stains, or odors, and have original tags attached.
  • Nonrefundable Items: Fragrances and underwear (including swimwear and intimates) are not eligible for return due to hygiene concerns.
  • Return Authorization (RA): Contact customer service within 7 days of receiving delivery to file a return claim and receive an RA number. Upon approval, you have 10 days to ship the return to our warehouse. If the return is not received within 10 days, the RA number will be canceled.
  • Customer Responsibility: You are responsible for all return postage costs.

Refund and Exchange Process

  • Store Credit Only: Approved returns will receive store credit in the form of an electronic gift card for the purchase price of the item (excluding shipping fees). Gift cards do not expire and can be used with discount codes.
  • Defective or Mispacked Items: For items damaged during shipment or not as ordered, we will provide a prepaid return label for U.S. customers and send a replacement once the return is received at our warehouse.
  • Non-Returnable Cases:
    • Items ordered more than 30 days ago.
    • Items no longer available for sale.
    • Items purchased using store credit from a previous return.
    • Items without original tags or in damaged, stained, or odorous condition.

In-Store Pickup Orders

Customers selecting in-store pickup at checkout will receive an email confirmation when the order is ready. Pickups are subject to the following terms:

  • Identification: A valid government-issued photo ID and the physical payment card used for the purchase are required at pickup. The name on the ID must match the name on the order. Orders will not be released without proper verification.
  • Pickup Window: Orders must be claimed within 7 to 10 days of the ready-for-pickup notification. After this period, the order will be considered unclaimed and a restocking fee will apply (see below).
  • Final Sale: Once an in-store pickup order has been collected and verified at the counter, the transaction is considered final and is not eligible for return, exchange, or store credit. Customers are encouraged to inspect items before leaving the store.
  • Authorized Pickup: Third parties cannot collect orders on a customer's behalf. The cardholder must be present with valid ID and the original payment card.

Restocking Fee

A $25 restocking fee will be applied in the following situations:

  • Unclaimed in-store pickups: If an in-store pickup order is not collected within 7 to 10 days of the ready-for-pickup notification, $25 will be deducted from the store credit issued and the item will be returned to inventory.
  • Unclaimed shipments: If a delivered package is left unclaimed and returned to us by the carrier (e.g., not picked up from the post office, refused at delivery, or returned due to an undeliverable address), and the order is not reclaimed within 7 to 10 days of arriving back at our warehouse, $25 will be deducted from the store credit issued.
  • Late returns: RA-approved returns received between 7 and 10 days past the original 10-day return window will be processed as a courtesy with $25 deducted from the store credit. Returns received after that grace period will not be accepted and the RA number will remain canceled.

The fee covers the cost of inspecting, repackaging, and returning items to inventory. Customers will be notified by email before the fee is applied, and any remaining store credit will be issued as an electronic gift card under the standard terms above.

How to Initiate a Return

  • Contact customer service at enzoclothingstore.com within 30 days of delivery to request an RA number.
  • Pack the item securely in its original packaging with all tags attached.
  • Ship the item to our warehouse within 10 days of RA approval, covering return postage unless a prepaid label is provided.

Additional Notes

  • Additional limitations may apply. Please contact customer service for clarification.
  • We reserve the right to refuse returns that do not meet the above criteria.

For questions or to start a return, reach out to our support team. Thank you for shopping with Enzo!