Política de reembolso

Returns and Exchanges — U.S. Online Orders

Important: To qualify for a voluntary refund, you must mail an eligible item within 7 calendar days after the purchase date, even if delivery occurs later. A voluntary exchange must be requested within 30 calendar days after delivery. These are different deadlines. The carrier acceptance date or postmark on your mailing receipt determines whether a voluntary refund return was mailed in time. Mailing an item after day 7 ends eligibility for a change-of-mind refund. These limits do not restrict remedies for defective, damaged, incorrect or undelivered goods, or any rights provided by applicable law.

How to request help and send an item back

Email info@encantareunderwear.com with your order number, item and reason, and say whether you seek an exchange or a refund. For a voluntary refund, contact us promptly; waiting for a reply does not extend the 7-day mailing deadline. Mail your item, with the order number inside, to Encantare Underwear, 526 Boston Post Rd E, Marlborough, MA 01752, United States. Use tracked shipping and keep the dated carrier receipt. This mailing address does not offer in-person returns. Customer care: +1 (774) 368-5828.

Regular-price items

For eligible regular-price items other than panties, you may request a size or preference exchange within 30 calendar days after confirmed delivery. For a voluntary refund, you must mail the eligible item within 7 calendar days after purchase. For pickup orders, the exchange period begins on the confirmed pickup date. We confirm the availability of a replacement and any price difference; an exchange is sent after receipt and inspection of the original item. Eligible returns for preference or sizing must show no signs of use, including stains, odors, wear or alterations. Opening the outer shipping package alone does not establish use. We inspect the item on receipt.

Panties and promotional purchases: Final Sale for preference

For intimate hygiene, panties are not eligible for voluntary returns or exchanges for size, preference or change of mind, even if unused. Promotional items and purchases made during promotional Live events are also Final Sale for those reasons. Final Sale status must be clearly disclosed on the relevant offer and before payment; it does not apply retroactively to purchases made without that disclosure. These exclusions do not limit remedies for defective, damaged, incorrect or undelivered items as applicable.

Shipping costs

For a voluntary return, the customer pays to mail the item back. For a voluntary exchange, the customer pays return shipping and shipping of the replacement. Original shipping fees for an order delivered as promised are not refunded for a voluntary return, unless required by law. When the issue is Encantare’s responsibility, such as an incorrect item, order or fulfillment error, defect or damage, Encantare covers return shipping and any replacement shipping. Contact us before shipping an item with one of these problems so we can provide instructions.

Refunds and problems with an order

For an eligible refund, we process the refund through the same payment method used for the purchase within 5 business days after receiving the returned item. We inspect eligible voluntary returns within that period and will contact you if there is an eligibility issue. Your payment provider may take additional time to display a refund after we process it. If an item is defective, damaged, incorrect or not delivered, contact us with your order number and details; we will review it and provide an appropriate remedy. Final Sale and voluntary deadlines do not bar reporting these problems.

Shipping delays

If we cannot ship within the promised timeframe, we will notify you about the delay and your options. If an order must be canceled under applicable law, we will provide a prompt refund rather than substituting store credit for a required refund.

This policy applies to purchases on our U.S. website. Purchases through a marketplace or our Brazil store may follow the policy disclosed at that checkout. Nothing here limits rights that cannot be waived under applicable law.