Frequent Asked Questions
Order & Payment
You may place your order directly on our website, through Instagram direct message or via WhatsApp.
Website
Once you have found the product that you want to purchase, customise it by selecting options like length, colour or size using the dropdown menus. Then click “ADD TO BAG” button to add it to your shopping bag. When you are ready, follow the instructions on the checkout page to complete your order.
Unfortunately, once an order is placed, we are unable to cancel it. We appreciate your understanding in this matter.
Every order is carefully packaged with care to ensure the protection of your jewellery. All orders come with a bubble-padded mailer bag to prevent dents and damages while shipping. Additionally, each piece of jewelry is placed inside our pouch individually and a cleaning cloth per order.
If it is a gift, ENAS Accessories gift boxes are available upon special request.
Gift packaging is also available for an additional fee of HKD 5 for a ENAS Accessories gift box. To add a gift box, click “xxxx” in the checkout page.
Upon successful placement of your order, you will receive a confirmation email or message notifying you of its receipt.
Please check you spam or junk email folder.
If you still have not received a confirmation email, please contact us via Instagram messaging at @enas.cc or WhatsApp at +852 6469 8339.
If you are getting it as a gift, you may request for a ENAS giftbox. Unfortunately, we do not provide gift wrapping or personalised messages.
For Hong Kong local payment, we accept payment arranged by bank transfer, FPS, Payme and Alipay. If this is international order, paypal is the only payment method.
We accept HKD, GBP and USD.
Once you have added the products to the cart, you may enter the promotion code before final checkout if any.
Product
All our products are made of sterling silver which contains 92.5% purity silver. They are all hallmarked with ‘S925’ to give you quality assurance.
Yes, certain products allow engraving. If the product can be engraved, you will notice the xxxx on the product page and customised your own jewellery.
Yes, you may view the guide here: xxx, xxx, xxx.
Delivery
We offer both local (Hong Kong) and international delivery options in Tai Wan and Macau.
Standard Delivery usually takes 3-5 working days, while express delivery usually takes 1-2 working days.
Please understand that the shipment is handled by third-parties, it is possible to experience a delay.
If you have chosen SF Express delivery, you should have received a tracking number in the shippment email once the parcel is dispatched.
If you order is delivered by surface mailing, unfortunately there is no tracking available.
We will ship your order within 3-5 working days after the order placement.
If you order a customised product, please expect 5-10 working days for production before shipment.
Yes, an email will be sent to you, or we will message you if you order through message.
If your mailbox is not large enough for placing the parcel. The postman will leave a collection card to notify you to pick up the package from the post office.
To change your shipping address, please contact us via Instagram messaging at @enas.cc or WhatsApp at +852 6469 8339.
Return & Exchange
Unfortunately, we are currently unable to process returns unless the product is damaged or defective when received. Inform us within 7 days after receiving the package. Please note that we are unable to accept any returns for personalised or engraved products unless it is damaged or incorrect.
We apologise for this issue. We will offer an exchange in return, please contact us via Instagram messaging at @enas.cc or WhatsApp at +852 6469 8339 for further arrangement.
Yes, we offer a free ring exchange! Please contact us within 7 days after receiving the ring for further details.
Account
You may place your order directly on our website, through Instagram direct message or via WhatsApp.
Website
Once you have found the product that you want to purchase, customise it by selecting options like length, colour or size using the dropdown menus. Then click “ADD TO BAG” button to add it to your shopping bag. When you are ready, follow the instructions on the checkout page to complete your order.
Jewellery Care
You may place your order directly on our website, through Instagram direct message or via WhatsApp.
Website
Once you have found the product that you want to purchase, customise it by selecting options like length, colour or size using the dropdown menus. Then click “ADD TO BAG” button to add it to your shopping bag. When you are ready, follow the instructions on the checkout page to complete your order.