Question 1

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

Accepted Answer

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.

Question 2

How can I email you?

Accepted Answer

You can email us at inquire@enchantyoursenses.com

Question 3

Do you have a live chat service?

Accepted Answer

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

Question 4

Will my delivery be impacted by COVID-19?

Accepted Answer

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.

Question 5

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

Accepted Answer

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!

Question 6

How do I sign up to your newsletters?

Accepted Answer

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.

Question 7

Will operations hours be impacted by COVID-19?

Accepted Answer

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.

Question 8

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

Accepted Answer

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.

Question 9

How can I tell if a product has been discontinued?

Accepted Answer

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!

Question 10

Where can I find information on pricing?

Accepted Answer

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.

Question 11

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

Accepted Answer

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.

Question 12

What are shipping costs?

Accepted Answer

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.

Question 13

What is your online returns policy?

Accepted Answer

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.

Question 14

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

Accepted Answer

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

Question 15

How long will it take to get a refund?

Accepted Answer

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.

Question 16

What are shipping costs?

Accepted Answer

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.

Question 17

Do you offer free shipping?

Accepted Answer

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.

Question 18

Do you ship to PO boxes?

Accepted Answer

Unfortunately, we do not ship to PO boxes.

Question 19

Do you deliver to my country?

Accepted Answer

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.

Question 20

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

Accepted Answer

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

Question 21

Can I ship to multiple addresses?

Accepted Answer

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.

Question 22

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

Accepted Answer

Ground delivery is usually 6-9 business days. 
Customized product(s) will take a bit longer with their process to ensure customer satisfaction.

Question 23

How do I make changes to my order?

Accepted Answer

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.

Question 24

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

Accepted Answer

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.

Question 25

How can I change my delivery address?

Accepted Answer

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.

Question 26

Can I change my delivery date?

Accepted Answer

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

Question 27

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

Accepted Answer

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

Question 28

Can I cancel my order?

Accepted Answer

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.

Question 29

What payment methods are accepted online?

Accepted Answer

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

Question 30

Have I been charged for my order more than once?

Accepted Answer

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.

Question 31

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

Accepted Answer

Currently, there is no promotion code.

Question 32

Where do I add a promotional code?

Accepted Answer

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".

Question 33

Why is my promotional code not working?

Accepted Answer

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).

Question 34

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

Accepted Answer

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).

Question 35

Can I use two promotional codes together?

Accepted Answer

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.

Question 36

Where can I find my order history?

Accepted Answer

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

Question 37

How can I set up an account online?

Accepted Answer

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!

Question 38

How can I remove my account?

Accepted Answer

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

Question 39

I forgot my password, what can I do?"

Accepted Answer

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.

Question 40

How can I update my profile?

Accepted Answer

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.

Question 41

How can I change my password?

Accepted Answer

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

Question 42

How often will you email me?

Accepted Answer

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.

FAQ

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

How can I email you?

Do you have a live chat service?

Will my delivery be impacted by COVID-19?

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

How do I sign up to your newsletters?

Will operations hours be impacted by COVID-19?

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

How can I tell if a product has been discontinued?

Where can I find information on pricing?

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

What are shipping costs?

What is your online returns policy?

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

How long will it take to get a refund?

What are shipping costs?

Do you offer free shipping?

Do you ship to PO boxes?

Do you deliver to my country?

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

Can I ship to multiple addresses?

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

How do I make changes to my order?

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

How can I change my delivery address?

Can I change my delivery date?

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

Can I cancel my order?

What payment methods are accepted online?

Have I been charged for my order more than once?

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

Where do I add a promotional code?

Why is my promotional code not working?

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

Can I use two promotional codes together?

Where can I find my order history?

How can I set up an account online?

How can I remove my account?

I forgot my password, what can I do?"

How can I update my profile?

How can I change my password?

How often will you email me?

NEWSLETTER