Returns, exchanges and cancellations

Please also refer to the "Frequently Asked Questions" section.

・About product returns and exchanges

We take great care in managing and shipping our products, but in the unlikely event that a defective product (damaged, soiled, etc.) is found, we will refund or accept a return, with shipping costs covered. In this case, we apologize for the inconvenience, but please contact us within 14 days of receiving the product, or email us at info@ennenn.store. A representative will get back to you within one day (excluding weekends and holidays).
* Defective items are only accepted if they are damaged at the time of delivery. Please note that we will not accept returns for items damaged after they have been worn.

-If it is due to customer reasons, is it possible to return the product and get a refund?

Returns and refunds are possible. Please submit your return request within 14 days of receiving the product. We regret that we cannot accept returns after 14 days. However, if the return is due to your own reasons, you will be responsible for the return shipping costs. (If you return the product cash on delivery, we will refund the amount minus the shipping costs.) If you ordered multiple items and wish to return one of them, the refund amount will be for that item only.

We normally charge customers only one shipping fee (including returns), but if you return or exchange an item for personal reasons (wrong size, wrong order, different product from what you expected, etc.), you will be responsible for the shipping fee. Please note that we will cover the return shipping fee, re-shipping fee, and handling fee for refunds.

・Refund methods for returned items


<For customers paying by card>
Refunds will be processed once the canceled or returned product arrives at our company. If the cancellation occurs after your credit card company's closing date, the refund will be made the following month or the month after. Please contact your credit card company for details.

<For customers paying by bank transfer or at a convenience store>
Once the canceled or returned item arrives at our company, refunds will generally only be made via PAYPAL or an ENNENN gift card. Please note that we cannot accept refunds via cash or bank transfer. In the case of returns, refunds will be made within 7 working days after the returned item has been confirmed. Please note that if the return is due to customer convenience, the customer will be responsible for any bank transfer fees.


We will provide you with more details once we receive your return notification.

・About exchanges

As a general rule, we do not accept exchanges for customer convenience. Thank you for your understanding.

・Cases where returns are not possible

Please note that we cannot accept exchanges or returns in the following cases:

  • More than 14 days from the date of delivery
  • Products that have been opened and used, or that show signs of use
  • If the product has perfume, cigarette or other odors due to trying it on, or if the product has scratches, stains, loose threads, deformation or other damage.
  • Products that have been dry cleaned, washed, or altered
  • Products without tags or accessories
  • Products that come into direct contact with the skin, such as Underwear and Stock, cannot be returned or exchanged due to hygiene concerns.
  • Due to customer reasons such as the product being different from the image in the photo or the color being different from what was expected
  • If you have not contacted us in advance

・About cancellations

Cancellation is possible before shipping, but cancellation requests after shipping will not be accepted.

Due to the large volume of shipments, there may be a slight difference between the actual shipping time and the time of the automatic shipping email sent to you. The actual shipping time is based on our shipping records. If you wish to cancel or change your order, please contact us as soon as possible.


Normally, inventory quantities are unstable, especially during campaign periods, cancellations, product changes, etc., so if the item you ordered is out of stock, ENNENN will contact you by email.

In order to secure product stock as soon as payment is completed, customers who have chosen to pay by convenience store or bank transfer will not be able to secure stock in the system if payment is not completed after placing an order, so there may be cases where the product is sold out. Thank you for your understanding.

・Notes on returns

When returning an item, please include the original box and accessories that came with the product. When returning an item, please use a courier service and be sure to keep a copy of the shipping receipt. If you do not have proof of shipping, we will not be responsible for any problems such as loss or misdelivery during delivery. Please note that we will not accept returns in the following cases:

  • If the item does not arrive due to delivery issues
  • If the item is damaged due to delivery issues
  • If the product or accessories are missing

Please be sure to contact us at info@ennenn.store before returning any items. If you return an item that cannot be returned without contacting us, we will refuse to accept it.

If you wish to return an item, please return it to the address below with prepayment.

Country: CHINA

Postal Code: 310018

Prefecture: zhejiangsheng

City:hangzhoushi

Address: qiantangqu xiasha baolidongwan xiqu 16zhuang 2-1503

Recipient: ennenn After-sales service

Phone: +86-18267816235

If you have any other questions, please feel free to contact us.