How to Order

Once you've found the items you wish to buy and have added them to your shopping cart, you can begin the checkout process by clicking on the 'Check Out'.

You will need to fill in some details before your order can be processed. This is so that we can store delivery addresses for you and send you email newsletters, featuring up to the minute style advice, new trends and offers you won’t want to miss! Please note the first order will only be delivered to the cardholders address. Subsequent orders can be delivered to other addresses.
The prices are correct at the time we enter them into the system. The total cost of the order is the price of the products ordered plus the delivery charge.
When ordering for deliveries to the UK you will be charged in pounds sterling (£). We currently only deliver to UK addresses.
At check out, you can review and amend your order details on the Order Summary page
When you're ready to complete your order, click the ‘Check Out’ button and you will be taken to the Payment page. Make sure you review this page carefully, as you won’t be able to change the order once payment has been processed. You'll also be sent a confirmation email shortly after placing your order.
If you need help placing an order or have any other questions, please email our Customer Service team.

Paying for your order

Accepted payment methods
You can pay by Mastercard, Visa, Domestic Maestro/Solo, Visa Electron, Maestro, Visa Delta and American Express.

Paying by credit and debit card
You will be asked for your credit or debit card security number when you place your order. This is the last three digits on the signature strip on the back of your card.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order. Where you select to pay by credit or debit card we will process the payment at the time of despatch.

Tracking your order

We aim to deliver your purchases within 48 hours from when the order was despatched, but we can't guarantee any particular delivery date or time. Please refer to our Terms and Conditions.
On receipt of your payment we will send you an order despatch email, to let you know that your card has been debited and the goods despatched.

Delivery Charges

The delivery charge is £4.95 for all orders under £60.00 and £7.75 for all orders over £60.00. Please note that high value orders will have to be signed for therefore, please inform us at time of order of any special delivery instructions.

Delivery FAQ’s

How long will delivery take?
We aim to deliver within 48 hours from when we receive your payment but we cannot guarantee a delivery time or date. Please refer to our Terms and Conditions.

What if my order hasn't arrived?
If your order has been despatched and has not arrived within 28 days, please email our Customer Service team.

What if only part of my order has arrived?
If you have not received the entire order as detailed in the order confirmation email sent to you, please email our Customer Service team.

What do I do if I have received the wrong item?
You should return the wrongly shipped item to us for a full refund. We will refund the payment card the price paid for the item on receipt of the returned item.

What do I do if the item is damaged or faulty?
You should return the faulty item to us for a full refund. We will refund the payment card, the price paid for the item and any delivery charges, upon receipt of the returned faulty item. Please see our Returns section for more details.

Do you deliver or send products outside the United Kingdom?
We cannot deliver to addresses outside of the UK including BFPO addresses. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

Do we deliver to your address?
We deliver to most postal areas in the UK. Delivery of certain products to the Channel Islands, Isles of Scilly and the Isle of Man may not always be possible.

Are there any places where delivery might take longer?
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescales.

What if I'm not in when you deliver?
Deliveries will usually be made on Mondays to Fridays between 9am and 5.30pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery.

Returns
You can, within 28 days of receiving goods from us, return any goods you are not completely happy with. Please see Terms and Conditions for our full refund policy.

Once you decide to return any products you must not use them and must take good care of them while they remain in your possession. The goods must be returned to us undamaged as soon as reasonably possible.

We will, on receipt of the returned items, refund to the payment card the price paid for the items returned.

Please note that we do not give refunds on body Jewellery or other Jewellery designed to be retained inside the body (e.g. earrings), for reasons of hygiene. We will only give a full refund on such items if the item is faulty. This is in accordance with the UK Sale Of Goods Act (1979) as amended in 1994.

NOTE: For your own protection, please use appropriate postal methods when you return items. Neither First Class mail or Recorded Delivery gives you compensation on items if that item is lost or broken in the post. Eneera cannot be held responsible for items lost by postal services, and will not be able to refund your purchase unless it is received by us.

Your rights under the returns policy are addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.

If you wish to cancel your order, please email our Customer Service team that you wish to cancel your order before the end of the statutory cancellation period (7 days from the day after you receive the goods). You must then return the goods to us along with the returns form as above.
Nothing under these terms and conditions affects your statutory rights.

For further information on this please see Terms and Conditions.

Please note we do not offer pre-paid postal returns.

Write your name, address, postcode and order number on the returns form.
Complete the returns form and enclose with your Goods.
Ensure your Goods are in a securely wrapped parcel bag, complete and place a returns address label on the parcel.

The returns address is:

Eneera
PO Box 2934
Caterham
CR2 6UR

Take the parcel (with enclosed returns form) and the despatch note to the Post Office.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility. The parcel can take up to 7 working days to be returned to us, unless sent via special delivery
Please remember to complete the returns form with your returned product(s).

General FAQs

Can I Contact you by Phone?We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you.

Supplier Enquiries
If you are interested in selling your products on eneera.com please please email our Customer Service team.

Do you have a catalogue?
eneera.com has a seasonal catalogue with the all the latest trends and style news. To order one, please email our Customer Service team.

Why have you not refunded the delivery charge?
Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.