Shipping & Returns

DELIVERY

Order Processing
Items that are in stock are prepared and dispatched within 3 to 5 business days of payment.
Made-to-order items are made for you within 5 to 10 business days and dispatched once ready.
Business days are Monday through Friday, excluding public holidays. During holidays, order processing may take slightly longer due to increased demand.

Shipping Time
Once dispatched, delivery usually takes up to 10 days, depending on the destination.
Please note that we currently do not ship to Russia or Belarus.

Tracking Your Order
Once your order has been dispatched, you will receive a shipping confirmation email with your delivery details and a tracking link. Tracking information may take some time to become available.

Duties and Taxes
We ship on a Delivery Duty Paid (DDP) basis: import duties and taxes are covered by us, with no extra charges on delivery.
For a small number of destinations where DDP shipping is not available, import duties and taxes are payable by the recipient to release the parcel. If you are unsure about your country, please contact our Customer Care team before placing your order.

CANCELLATIONS

Orders can be cancelled free of charge within 30 minutes of purchase. After that, a 4.7% bank processing fee is deducted from the refund.
Orders that have already shipped cannot be cancelled and are handled as returns.

RETURNS

We accept returns of unused, unworn, unwashed, unaltered and undamaged items within 14 calendar days from the date your order is delivered. All items must be returned in their original condition, with all tags attached.
To start a return, please contact our Customer Care team with your order number:
customercare@ienki-ienki.com
We will send you a prepaid DHL shipping label. Please send the item within 10 days of receiving the label; after that the label expires. The cost of the return label is deducted from your refund.
Your refund is issued to the original payment method within 7 business days of receiving your return. Depending on your bank, it may take another 5–10 business days to appear on your statement.
Customised and personalised items cannot be returned or exchanged.

EXCHANGES

Need a different size or colour? Contact our Customer Care team within 14 days of delivery. The same conditions as for returns apply: the item must be unworn, with all tags attached.
Shipping for your first exchange is on us, both ways: we will send you a prepaid DHL shipping label, valid for 10 days. Further exchanges on the same order are shipped at your own cost.
If the new item has a different price, we will charge or refund the difference.

QUALITY CONCERNS

If something is not right with your piece, please email us photos of the issue (the whole item and a close-up) and your order number at customercare@ienki-ienki.com. Our technicians will review it within 2 business days.
If a defect is confirmed, we will repair or replace the item, or issue a full refund if neither is possible, and cover all shipping costs.

QUESTIONS

If you have any questions regarding your delivery, return or exchange, please contact our Customer Care team at customercare@ienki-ienki.com and we will be happy to assist you.