FAQ 20210216 Archives (sans la partie Product)

General questions
Payment
Shipment
Returns
Refund
Products
Business

How can I find a specific item?

There are different ways to find a specific product.
You can use the site's "Search" function to search by name or by keyword.

If you are still unable to find a specific product, you can also use the menu links into "SHOP" to search by product category.

Once you have selected the desired category, you can further refine the listings by style, colour and size using the filters at the top right of the page.

In addition, the page "sort by" tab allows additional refinement.
If not, please contact us via our Live Chat, we will be happy to help you locate a specific item.


Will I receive the same product as the one pictured?

Yes, the product displayed corresponds exactly to the delivered product.

However, colours of the items on the photos may not correspond to the actual colours under the effect of the screen used.


What if an item is out of stock?

Some of our most popular products can run out very quickly, which is why we encourage you to be quick and get it before everyone else!
Alternatively, use our search by category function to see if there is a similar style you might like to purchase instead.

If all else fails, please contact us via our Live Chat or by email at eshop@enverse.fr and we will double-check or check if there is an alternate garment that you might like and we can ship you.


How can I be sure that my order has been placed correctly?

Don't worry ! We will confirm receipt and confirmation of your order by sending an email.

If you do not receive a confirmation, please contact our customer service by email at eshop@enverse.fr.


Can I amend or cancel my order once it has been placed?

Once an order has been placed it is not possible to make any changes.
If you would like to order an additional piece you will have to make a new order.

If you would like to cancel an order please contact our customer service by email at eshop@enverse.fr.

We cannot guarantee that it is possible to cancel your order.
We might be able to cancel your order if you notify us shortly during business hours and your order has not been shipped.

A purchase agreement is accepted when we have sent you the order confirmation email.
Please note that the correct email and physical address information is required when placing an order.
If an item is out of stock and cannot be delivered, you will be notified in the delivery confirmation where the item stands as not delivered.

What payment methods are accepted?

All the following payments methods are accepted via our partner STRIPE®: VISA™, MASTERCARDS™ and AMERICAN Express®. 

Additionally, you can claim and use our Gift Cards, Vouchers and Coupons during Checkout.


Is it safe to use my credit card online at www.enverse.fr?

Protecting your personal informations and Credit Card details is our top priority at enverse.

Our website and estore are using HTTPS protocol ensure security while navigating with us. As for Checkout & Payment, we use TSL encryption (SSL technology) to protect the security of your online order information.

All credit card payments are processed securely via our Partner STRIPE® acting as our Payment Gateway & Processor. Payments by Credit Card is the fastest way to receive your order as there is not clearance delay.

We do not store any credit card information on our servers.


When will my account be charged?

- If you are in immediate payment: (also called Debit Card) the amount is charged when you confirm your order. (D+2 maximum, depending on the banks)

- If you are in deferred payment: (also called Credit Card) then the sum is charged from your account at the end of a specific period agreed with your bank. In this case, it can be 15 days or up to a month.

In the event that one or more items of your order could not be shipped, the refund will be made to your means of payment within a period: from 48 to 72 hours if you are in immediate debit, and appears within 5 to 10 days depending on your bank. Deferred for 15 days or 1 month depending on your bank.


What currencies can I pay for my order with?

As of now, we do accept the following currencies: EUR (Euro).


Why can't I pay with my credit card?

Please check that:
1. You are logged into your account
2. That your bank card has not expired;
3. That the limit of your bank card has not been reached;
4. That the name and first name of the cardholder have no accent or symbol;
5. That your item is available;
6. Prioritize orders placed via computer, sometimes one can experience difficulties in the mobile checkout if the network is not powerful enough.

If all these conditions are met and you still cannot confirm your payment, please contact us via our Live Chat or by email at eshop@enverse.fr to settle this.


How can I use my Gift Cards?

When placing your order using gift cards as payment, the card is charged when the order has been placed.

Gift cards can also be used for partial payment in combination with credit card. Please note that one gift card code can only be used once for each order. Gift card payments cannot be added afterwards.

In case of returns, the purchase amount will in firsthand be refunded to the gift card. Please note that the gift card will be refunded in maximum to the amount of use when the order was placed.

Credit card is credited after the gift card amount has been refunded. In the case of a Wire payment, Transfer bank of the funds might take up to 14 days.

Items are delivered within the limits of available stocks. In case of unavailability of the order product, we will honor the order for the other products right away, & you will be invoiced only for the products actually shipped.
The products you have ordered are delivered to the address you have indicated on the final confirmation of the order page, accompanied by a delivery slip.
We will contact you regarding the missing items in order to solve this.

Do you ship internationally?

Yes! We do ship all over Europe. Shipping costs will apply, and will be added at checkout. For the countries ousite Europe, please contact us by email at eshop@enverse.fr.


Do you cover international Custom duties and Taxes?

Taxes are due to your locality, therefor they will apply depending on your registered location at the time of ordering. Local VAT or any local Tax system in place for your region will automatically apply.

As of Custom duties, it depends on your country of origin or the recipient's.

Therefor further costs may apply. We do not have control over your jurisdiction, and we can only advise you to choose a shipment with tracking number.

Please contact our customer service by email at eshop@enverse.fr for additional informations, such as insurance coverage of parcels.


What shipping carriers do you use?

We only offer shipping with Colissimo™ by La Poste France.


How long does the delivery take?

Packages are generally shipped within 48 hours after receipt of your payment.

It is specified that orders registered on the website www.enverse.fr on Friday afternoon, Saturday or Sunday are processed the following Monday

Orders registered on a public holiday other than Friday, Saturday and Sunday are also processed the following working day. 

We will do its best to ensure that the order is delivered within an average of 72 hours and a maximum of 15 working days from the day following your validation of the order. During periods of private sales, sales or outlet sales, this delivery period may be extended. 

The delivery time can vary depending on the amount of orders and other conditions that we cannot help. If your delivery takes longer than expected please contact our customer service by email at eshop@enverse.fr and we will do our best to help you.


What does the shipping costs include?

Shipping costs include packaging, handling and postage.

They can contain a fixed part and a variable part depending on the price or the weight of your order. 

We advise you to group your purchases into a single order because we cannot group two separate orders and you will have to pay the shipping costs for each of them.


How can I get my tracking number?

You normally receive a tracking number automatically.

If not, please contact our customer service by email at eshop@enverse.fr.

Please note we ship from our warehouse in Paris (France).


What is the home delivery process?

A first email of confirmation of your order has been sent to you right after you placed it.

Now, a shipping confirmation email (or text message if you selected the option at Checkout) is sent to you once your package has been taken over by the carrier. 

A second message (email or text message) providing you with a tracking number. (with a link to the carrier's web page) 

And finally, the carrier will contact you by text message (or email as preferred) to inform you of the day of delivery of your order.


What shoud I do if I receive an item that does not match my order?

If you received an item that you did not order, please contact our customer service by email at eshop@enverse.fr.

What if I refuse my order at delivery?

If an order is refused at delivery you will not be refunded shipping costs and/or any Custom duties and taxes incurred.

We strongly urge you to review your order prior to shipment.


What if I receive my order and it is damaged?

enverse products benefit from careful quality monitoring, however it may exceptionally happen that you receive a product with a defect.

In this case please contact our customer service by email at eshop@enverse.fr within 48 hours of receiving your purchase.


I am travelling or this is a Gift, can I use a different address than my own?

Of course! Simply choose a 'different address for delivery' during Checkout when asked.


Can I order and send items as Gift?

Yes, ordered items can be sent as gifts.

On the cart page, you can specify that this order is a gift. We will not include a price on the parts and we will send documents without cost. You can also add a message to accompany the item delivered.

If the gift is unhappy and the recipient wants to return the item, they can do so and the refund will be issued on your card depending on the payment method.


Do you cover lost or stolen packages?

We are not responsible for packages that are lost or damaged in transit. This will have to be settled with the Carrier.

Unfortunately, we cannot reroute a package once the order has been placed, so we strongly urge you to check your shipping information beforehand.


How can I return an item?

The item must be returned in new condition, in its original packaging, and accompanied by the return slip, to the address indicated on this return slip.

In the absence of a return slip, the enverse team will not be able to reimburse the returned item(s).

Items returned incomplete, damaged, worn or soiled will not be accepted.

You can find our Return policies on this dedicated page:
>Shipping and returns<


What is your return policy?

All unworn, un-used merchandise accompanied by the original purchase receipt can be returned.

Any item marked as "final sale" cannot be returned, changed, or refunded. Items must be returned to us in perfect condition. Please make sure all items are exactly how you received them with tags still attached, and placed back in its original box(es). 

It is mandatory to have received the goods in order to be able to request a refund. In the absence of the return slip, we will not be able to refund the returned items.

Items returned incomplete, damaged, damaged, worn or soiled will not be accepted.
You can find our Return policies on this dedicated page: 
>Shipping and returns<


Is there a charge for returning my item?

The risks and costs of delivery are your sole responsibility, including any Custom duties and taxes incurred, or insurance of the goods in transit.

You can find our Return policies on this dedicated page: 
>Shipping and returns<


Can I return a Gift?

To return an unwanted gift, contact our customer service by email at the following email address: eshop@enverse.fr.

The refund will be made to the person who made the purchase on the payment method used during the purchase.


Is there a charge for returning my items?

When returning for refund, the delivery costs are not refunded and/or any duties and taxes incurred.

You can find our Return policies on this dedicated page: 
>Shipping and returns<


How will I be refunded?

Once the return is accepted, you will be refunded via the same payment method used to make the purchase.


When will I be refunded?

Once the return has been accepted (the items must be in perfect condition and the labels intact) and within 48 to 72 hours, you will receive a confirmation email indicating that the refund will be made to your account in the next few days.

The refund period can be 48 to 72 hours if you are in immediate debit, and can appear within 5 to 10 days depending on your bank. 

Deferred can take up to 15 days or 1 month depending on your bank.


What should I do if the refund amount is incorrect?

Please contact our customer service by email at eshop@enverse.fr indicating your order number.

We reserve the right to refuse returned items sent or communicated after the return deadline, or items that are not in the same condition as when they were received.

When returning for refund, the delivery costs are not refunded and/or any duties and taxes incurred.


Can I exchange an item?

Exchanges are not possible on www.enverse.fr, returned orders are only refunded.

However if you want to change a size, please contact our customer service by email at eshop@enverse.fr.

You can find our Return policies on this dedicated page: 
>Shipping and returns<


What is the best way to take care of my down jacket?

See our 'Care instructions'.


Where are the coats made?

Our products are all designed in Paris.
Our coats are manufactured in China.
We work closely with a few small factories, where we can prioritize quality and craftsmanship.


My coat is shedding, what can I do?

Don't worry, it's normal for it to shed a little when it's new.

Once you have received your garment, shake it upside down gently to remove any loose fur and restore its volume and form. Gently brush away the extra faux fibers with a natural‐fiber brush.


Is my coat resistant to water?

No, if your garment gets wet, leave it out to dry overnight and then restore its volume by blow‐drying with a hairdryer, held roughly 35cm away and against the direction of the hair.

Then gently brush it with a natural‐fiber brush to restore its luster.
Please learn more consulting our page 'Care instructions'.


How should I store my coat?

To preserve the garment shape hang it on a broad, padded hanger. In your closet, leave enough room either side so it doesn't get crushed and brush it to bring back its volume.
Please learn more consulting our page 'Care instructions'.


Can I wash my coat in the machine?

No, unfortunately you can't. It's dry clean only. And please make sure your dry cleaner has experience with faux fur. We want your coat to last a long, long time.
Please learn more consulting our page 'Care instructions'.


I have a business enquiry, how do I contact you?

To become a wholesale customer, please contact our team by email at wholesale@enverse.fr for more details.

How can we get in touch with your Press Service / PR?

You can contact Antoine at our dedicated address: presse@enverse.fr