Yes, sometimes we ship our items from multiple facilities.

Here&#x2019;s the scoop on shipping! We usually pack everything into one shipment to keep things simple. If your order includes a preorder item and something that&#x2019;s in stock, we&#x2019;ll ship everything together once it&#x2019;s all ready to go.That said, on occasion, some of our items may ship from different locations&#x2014;so don&#x2019;t be surprised if your order arrives in more than one package (and maybe on different days). It&#x2019;s all on its way to you!

Do items ship separately?

If your tracking shows “No results” that likely means your order has recently been shipped and will scan in its first update within 36-48 hours.

Tracking says &#x201C;No results&#x201D;? No stress! That usually just means your order is freshly on the move and hasn&#x2019;t had its first scan yet&#x2014;it should update within 36-48 hours.If it&#x2019;s been more than 72 hours (excluding weekends) and still nothing, just give us a <a href="https://help.enchante.co/en-US/contact" target="_blank" rel="noopener noreferrer">shout</a> and we&#x2019;ll look into it for you!

The tracking shows "No results," but my order has shipped.

Sometimes a package will be marked as delivered before it actually is. That being said, we recommend waiting 2-3 days after the last status update.

Carriers occasionally scan a package as delivered a little early. We recommend giving it 2&#x2013;3 days (excluding weekends) to show up&#x2014;chances are it&#x2019;s still on the way.In the meantime, here are a few quick things you can do within 36 hours of the expected delivery:&#x2022; Check for a delivery notice or missed attempt &#x2022; Take a look around your porch, mailbox, or usual delivery spots &#x2022; Ask a neighbor, roommate, or front desk&#x2014;someone may have grabbed it for you &#x2022; If multiple carriers are involved, check both your mailbox and front doorStill no sign of it after 3 days? <a href="https://help.enchante.co/en-US/contact" target="_blank" rel="noopener noreferrer">Let us know</a> and we&#x2019;ll help you out!

My order is marked as delivered, but I haven't received it.

There might be different reasons, for example, refused orders, unclaimed orders, etc.

Looks like your package is heading back our way! That usually means it couldn&#x2019;t be delivered. A few common reasons this might happen include:&#x2022; Refused or unclaimed package &#x2022; Not picked up in time &#x2022; Customs fees declined &#x2022; Missing or incomplete address at checkoutNo worries&#x2014;just reach out to us at <a data-start="408" data-end="424" rel="noopener">shop@enchante.co</a>, and we&#x2019;ll help sort things out.

Why does my order say "Return to Sender"?

Shipping charges do not include any import tax, duties, or customs and clearance fees which may be levied once your shipment reaches your country and we are not responsible for these fees.

While we do our best to keep things seamless, shipping costs don&#x2019;t include import taxes, duties, or customs fees&#x2014;those are set by your country and are shared once your package arrives. Since every country is different, we can&#x2019;t provide exact estimates for these charges.As the recipient (aka the Importer of Record), you&#x2019;ll be responsible for any fees and for following your country&#x2019;s import rules. Not sure what to expect? Your local customs office is the best place to check for details!

Are there extra fees for International orders?

If your order is delayed it may be held in customs for processing and take up to six weeks to arrive.

Wondering why your international order is taking a while? We totally get it&#x2014;waiting isn&#x2019;t fun! A quick reminder to always double-check your shipping address before placing your order to help avoid delays.We ship internationally with DHL, and once your package clears customs, it&#x2019;s passed to your local postal service. In some countries, tracking info may not update after that hand-off, which can make it feel like your order is in limbo.Sometimes packages get held up in customs and can take up to six weeks to arrive. If it&#x2019;s taking longer than expected, your local customs office is your best bet for updates.Heads up: unclaimed packages will be returned to the sender and, unfortunately, aren&#x2019;t eligible for reshipment or refund&#x2014;so we recommend keeping an eye out or checking in with customs if needed.

Where is my international order?

Feel free to chat with our bot anytime — it’s here to help! If it can’t quite answer your question, we’ll make sure someone from our team gets back to you.

Got a collab or partnership idea? Reach out at partnerships@enchante.co—we’d love to hear from you!

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