Customer Support


support@enkloze.com

Mon – Fri, 9am – 5pm PST

Free Shipping

Every product purchased on this website includes Free Standard Ground Shipping through a major US carrier. At this time ENKLOZE only ships to U.S. addresses (excluding Hawaii and Alaska). Each customer will be provided shipment tracking information once order is shipped.

After your order is placed, you will receive a confirmation email from us and we will immediately begin processing your order. Orders are normally shipped same day or next day for in stock items. Orders placed after 12 noon PT on Friday will ship on Monday.

Expedited shipping orders must be requested at time of purchase. Customer will need to pay additional shipping costs based on location.

Orders for out of stock items will be processed as a pre-order, and will ship once the ordered product is back in stock. Pre-order lead times will be indicated on the product page at the time of ordering. In the event of a multi-item order where some items are in stock and some are pre-ordered, we will partially ship the in-stock items by default and there will be no additional charge for the multiple shipments.

During holidays and times of high demand, shipping may be delayed - please bear with us if that happens. Once your order ships, you will receive another confirmation email from us including a tracking number.

If you ever have any questions about your order, just send an email with your order number to support@enkloze.com and we will get right back to you with answers!

Returns

We guarantee all merchandise sold by ENKLOZE.com. If you are not completely satisfied with your purchase, you may return your item(s) within 14 days of receipt for replacement or refund. Product must be UNUSED and include all the tags that shipped with it. The customer will be responsible for half of the cost of shipping the product back to ENKLOZE, which will be deducted from your refund. After 14 days, ENKLOZE may not accept returns for any reason other than defects under warranty.

To return an item please send an email to support@enkloze.com to receive an RMA (return merchandise authorization) number.

Limited Warranty

All ENKLOZE products are guaranteed for at least five (5) years against defects in materials and workmanship. If you think something is not functioning correctly with your ENKLOZE product, that makes us sad and we want to fix it! So here's what to do:

If you bought your ENKLOZE product on this website or Amazon: No receipt necessary. We already have a record of your purchase.

  • take some photos of the issue
  • send the photos to us at support@enkloze.com

If you bought your ENKLOZE product through another retailer: We might need to see a copy of your receipt. If you can't provide a receipt we may still be able to help you so please contact us anyway:

  • take some photos of the issue
  • send the photos and a copy of your receipt to support@enkloze.com
  • if you don't have your receipt it would still be helpful to know where and when you made your ENKLOZE purchase so include that info in lieu of a receipt, please

If you have moved since you bought your ENKLOZE products and now reside in a country where we have no distribution (yet). This is a difficult one for us and we will do everything we can to process your claim, however:

  • You may be responsible for shipping charges
  • There may even be customs charges which you will have to pay
  • We may not be able to process your claim at all unless you can provide an address to which we can ship without unreasonable costs

COVERED: Defective sewing/stitching, locks, attachment hardware, clips, pull rod, caster wheels, handles. Anything preventing its core functionalities.

NOT COVERED: Reasonable wear and tear such as dents, rips, tears, peels, scratches, and fading. Issues arising from abuse or misuse of the product. Severe or excessive airline damage to luggage is also not covered, this should be claimed through your airline provider. Luggage that are beyond five years of use may not be replaced because they are subject to regular use and abuse, unless they are deemed at ENKLOZE's discretion to have a defect in the manufacture or installation.

REPAIR CENTERS: Repairs will be sent to our California warehouse location for warranty claims. Customer is responsible for shipping to repair centers. We will gladly repair and send back your luggage free of charge under warranty.

MAIL HOME REPAIR KITS: In some cases, repairs can be done by the customer. Tools and parts will be mailed to your address along with instructions on how to repair. Please contact support@enkloze.com to find out if you can fix your luggage yourself.


 

California - Warehouse / Repair center

1100 E. Hill St.
Long Beach, CA — 90806

 

new jersey - Repair center

47-33 5th St
Long Island City, NY — 11101


Warranty claims

support@enkloze.com


All other questions, please use the form on the right

Phone
Phone