FAQs

CUSTOMER SERVICE
 
DELIVERY

Why did only certain items show up but not all?

  • Items may arrive at different times (even in a single order) because we ship from our shop and warehouses. Your package will be delivered within 1-3 business days from us to your chosen address. If an order is shipped from our warehouse, you may experience a longer than expected delivery time.


GUARANTEE

Do you provide guarantees?

  • If there are defects in the goods you have purchased, Enhale abides by all statutory guarantee regulations.
  • If you have a complaint regarding obvious material or manufacturing faults in items that we have supplied, please let us know by returning the goods promptly. 
  • Enhale will, for any products deemed defective, provide a full refund. 

EXCHANGES OR REPLACEMENT

Do you provide exchanges or replacements?

  • Yes.  If you need an exchange for the same item, send us an email with the reason and a photo (if applicable) to  chill@enhalems.com and send your item to: 14th Floor, The Plaza, 21 D’Aguilar Street, Lan Kwai Fong, Central, Hong Kong
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  We are based on Hong Kong.

RETURNS & REFUNDS

Do you provide returns or refunds?

  • Yes.  Please keep in mind, that the items you wish to return need to be sent to us 30 days from the date you received your parcel. If you do decide to make a return or would like a refund, simply email chill@enhalems.com with the reason and photo (if applicable) and ship the items back to us (if applicable). 

How do I return the items?

  • You can easily return items by following these steps:
  1. Place your receipt or invoice together with the item(s) you wish to return in a suitable bag/box, e.g the one you got from us.  Please note: you need a printer or handwriting is fine as well (Please include your name, address, email, transaction number starting with a #)
  2. Send it Back: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

I'm in Hong Kong.  How do I drop this off?

  • Drop-off point service: please send or drop the pack at our location: 14th Floor, The Plaza Lan Kwai Fong, 21 D’Aguilar Street, Central, Hong Kong. If we have a meditation class ongoing, please leave the package at our lobby area. 

REFUNDS

Do you offer refunds?

  • Enhale guarantees a full refund for any returned items, provided that all items are returned in the same condition they were in upon your receipt. This means the items should not have been damaged, soiled, washed, altered or worn (other than to try the item) and that any packaging, labels or tags should be intact and should not be removed.
  • Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

How long does it take to process refunds?

  • It could take about 28 working days for refund processing of your returned parcel. Once we have received your parcel, we will refund the value of your returned items less the return fee in the same method used to make the payment. 

What don't you offer refunds on?

  • We will not refund any bank charges or any additional charges, such as import taxes, customs duties, or cross border fees, applied by your local customs office or bank.

When do you offer partial refunds?

  • There are certain situations where only partial refunds are granted (if applicable):
  1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error, items that are washed, altered or worn (other than to try the item) and any items with removed parts, labels or tags.
  2. Any item that is returned more than 30 days after delivery.
  3. Sale items: Only regular priced items may be refunded. Unfortunately sale items cannot be refunded.


PAYMENTS

What's your base currency?

  • Where Enhale operates the site in Hong Kong Dollars, Enhale is not responsible for currency fluctuations that occur when issuing refunds to a credit or debit card denominated in a currency other than HK Dollars. 
Just added to your wishlist:
My Wishlist
You've just added this product to the cart:
Go to cart page

x