FAQ

Customer Care

What time is your customer service open (operation hours)?


We are eager to assist, please contact us between Monday to Friday between 12pm - 8pm EST and Saturday between 9am - 5pm EST We have live chat available from Monday to Friday between 4pm - 8pm EST.




How can I email you?


You can email us at inquire@enchantyoursenses.com




Do you have a live chat service?


We have live chat available from Monday to Friday between 4pm - 8pm EST. It can be found at the bottom right corner.




Will my delivery be impacted by COVID-19?


Due to current circumstances deliveries may take longer to be delivered. The health, safety and wellbeing of our colleagues is our utmost priority and we have put in place measures, including a social distancing plan, to protect individuals working in our distribution centres, which may slow processing.




I'd like to give some feedback about my experience with Enchant Your Senses®.  How can I do that?


We are always working to improve the Enchant Your Senses experience. Please take our 5 minute Customer Service Survey to let us know how we can do better!




How do I sign up to your newsletters?


At the bottom of each page you will see a Newsletter Form. Enter in your full name, email and accept our Term and Conditions. Then press submit and you will now receive our newsletters.




Will operations hours be impacted by COVID-19?


Customer Care Hours
We are working hard to get though all of your inquiries. We are responding to emails as quickly as possible and our live chat wait times may be longer than usual. We apologize in advance for any inconvenience.




How is Enchant Your Senses addressing any COVID-19 concerns?


COVID-19
Like many retailers, we have pivoted quickly to the impacts of COVID-19, keeping up-to-date with ongoing government advice, as well as, independent health and safety experts to put measures in place to ensure the safety and wellbeing of our staff and customers. We will continue to monitor the situation, doing our best to make the right decisions for our teams and our communities.





Products and Services

How can I tell if a product has been discontinued?


If you are searching for a product and you cannot find it on our marketplace, it may have been discontinued. The reason we discontinue products is to move out slow sellers to make room for new products.

Keep your eye out though, as sometimes products are bought back by popular demand or for special occasions!




Where can I find information on pricing?


Prices for our products are stated on our website next to the product name.

Please bear in mind that we may have different promotions at different times.




The product I want to order is out of stock.  When will it be back?


Unfortunately, we sometimes run out of stock of certain products when they are popular. We would be happy to contact you as soon as the item is available. Simply send an email to inquire@enchantyoursenses.com. We will send you an email when that product becomes available again.




What are shipping costs?


Shipping costs will appear on the order summary based on total purchase weight. Ground delivery is usually 6-9 business days.

Please contact us if your shipping costs is over $30 or if the order is over $250 (before tax) for additional assistance.





Returns and Refunds

What is your online returns policy?


We believe strongly in our products and their quality, but if for any reason you are not satisfied you can return merchandise within 30 days of the date of purchase. Please refer to the to our Return and Exchange Policy for more information.




I've opened my product, can I still return it and get a refund?


No. Please refer to the to our Return and Exchange Policy for more information.




How long will it take to get a refund?


Once your returned goods are received by us, our point of sales refund time frame usually takes 2-7 business days to process the refund and send the credit to your card issuing bank. Once that is complete, it can take another 2-7 business days (depending on your bank’s processing speed) for the refund to appear in your account, however, this can take up to 14 days.





Shipping

What are shipping costs?


Shipping costs will appear on the order summary based on total purchase weight. Ground delivery is usually 6-9 business days.

Please contact us if your shipping costs is over $30 or if the order is over $250 (before tax) for additional assistance.




Do you offer free shipping?


We may have different promotions at different times including free shipping. Please subscribe to our newsletter to receive notification on relevant news about our products and promotions that you can redeem online.




Do you ship to PO boxes?


Unfortunately, we do not ship to PO boxes.




Do you deliver to my country?


At the moment we can only send orders to street addresses in Canada.

We do not deliver to PO Boxes or ship to International addresses.




Why is my delivery address not recognized when I enter it at checkout?


If when you enter your address and it is not recognized, you can override this by manually entering in your delivery address.




Can I ship to multiple addresses?


Unfortunately, at the moment, we do not have the option to ship one order to multiple addresses.

If you would like your order to reach multiple addresses, the best thing to do is to place separate online orders, amending the shipping address details for each order.




How long will it take for my products to be delivered?


Ground delivery is usually 6-9 business days.

Customized product(s) will take a bit longer with their process to ensure customer satisfaction.





Ordering

How do I make changes to my order?


Changes to your order can be made by you at any point while placing your order. Once you have confirmed your order and made payment, unfortunately no changes to your order can be made. Please send an email to inquire@enchantyoursenses.com or chat (see operation hours) as soon as you have made the order to see what our team can do to assist you with this.




Can I change my order online after it's been submitted?


Please send an email to inquire@enchantyoursenses.com or chat (see operation hours) as soon as you have made the order to see what our team can do to assist you with this.




How can I change my delivery address?


Before order has been placed - when you are on ‘Order Summary’ and click on ‘Checkout’ you have the ability to add your delivery address.

After order has been placed - once an order has been placed, providing it has not been picked for dispatch, send an email to inquire@enchantyoursenses.com or chat (see operation hours) to see what our team can do to assist you with this. We cannot guarantee that we can change the delivery address (we will do our best) so please take extra care when selecting your delivery address.




Can I change my delivery date?


No, once your order has been submitted, your order will be processed and shipped unless the product is customized.




Can I change my payment details once my order has been submitted?


No, unfortunately you are not able to amend your payment details once your order has been submitted.




Can I cancel my order?


Once an order has been confirmed and payment processed successfully, please send an email to inquire@enchantyoursenses.com or chat (see operation hours) as soon as you have made the order to see what our team can do to assist you with this.

Please note, we cannot guarantee that we can cancel your order, so please make sure you check it carefully before confirming.




What payment methods are accepted online?


You can pay for purchases using a major credit card, including Visa, MasterCard, American Express and Discover.




Have I been charged for my order more than once?


If you have tried to place the same order more than once, you may have placed more than one order. Please check whether you have received more than one order confirmation email or if you have an account, you can also check the status of your order(s) by visiting ‘My Orders’ once you have logged into your account.





Promotions

How do I know my promotion code has been applied to my order?


Currently, there is no promotion code.




Where do I add a promotional code?


The promotional code can be applied at the time of purchase under ‘My Cart’ by entering in your code into the "Enter a Promo Code".




Why is my promotional code not working?


If you are having trouble with a promotion code, please check that you have qualified for the promotional code you are trying to use. For example, you may have to spend a certain amount to qualify for a discount. Please note, shipping costs are not included in any spend requirement for a promotion.

If you continue to face issues, please send an email to inquire@enchantyoursenses.com or chat (see operation hours).




I forgot to add my promotional code, what can I do?


If you forgot to add your discount code to your order and it was eligible for discount, please send an email to inquire@enchantyoursenses.com or chat (see operation hours).




Can I use two promotional codes together?


Unfortunately, you are not able to use two promotions together. Sorry about that - you'll need to decide which promotion (promotion code or promotion) you would like to use if you have more than one to choose from.





Your Account

Where can I find my order history?


Once you have login to your account, click “My Orders”. It will show you all the orders you have purchased and the status.




How can I set up an account online?


At our home page, select “Log In” at the top right corner.

You will be able to Sign Up with Facebook, Google or Email.

Once you have selected you option, create a password or continue and you will have an account with Enchant Your Senses!




How can I remove my account?


Please sent a email to Inquire@enchantyoursenses.com and we will delete your account once verifying it with you.




I forgot my password, what can I do?


If you have forgot your password or would like to change it, select the “Forgot password” link below the login area.

It will ask you to enter your email.

Few minutes after, you will receive an email to create a new password. Select the link within this email.

Then create your new password and login with your new password.




How can I update my profile?


Select your account icon and go to “Profile”. You can edit your name by selecting “Edit” to change your username. If you would like to update any other information, select “My Account”. You will be able to change your name, email, your address and the phone number that is on your account. Please make sure to select “Update Info” button or your information will not save after changes.




How can I change my password?


To change your password please follow the Forgot my Password steps.




How often will you email me?


Once you have signed up to our newsletter, we will contact you periodically for any relevant news about our products and promotions that you can redeem online. You can opt out of our newsletter at any time by clicking the "unsubscribe" button at the bottom of any email.