Returns, Refunds & Cancellations

You may return an item within 30 days of delivery. Requests made after this window cannot be accepted.

Items must be unused, unworn and unwashed, in their original condition with all tags still attached, and returned in their original packaging. Items showing signs of wear, alteration, washing, odour (including perfume and smoke) or pet hair cannot be accepted.

For hygiene reasons we cannot accept returns of underwear, swimwear or pierced jewellery once the hygiene seal is removed. We also cannot accept items damaged after delivery, or items sent back without contacting us first.

Contact us through the contact form with your order number and the item you wish to return, before sending anything back. We will confirm your return and give you a returns reference to include with the parcel. Returns sent without contacting us first cannot be matched to an order and cannot be processed.

Returns should not be sent without prior authorization. Please contact us before returning any item — we will confirm the return and give you a returns reference to include with the parcel. Approved returns should be shipped to:

JS Co., Ltd.3-17-17 AoinishiChuo-ku, HamamatsuShizuoka 433-8111Japan

Mark the parcel clearly as a returned item for customs and declare it at the value shown on your order — parcels with incorrect customs paperwork may be refused and returned to you.

Change-of-mind returns: the customer pays return shipping, and the original shipping charge is not refunded.
Faulty, damaged or incorrect items: ENSOL pays return shipping, and you are refunded in full including the original shipping charge.

Please return items using a trackable service and keep the receipt until your refund is confirmed. We cannot refund a return that never reaches us and cannot be traced.

If an item arrives faulty, damaged, or is not what you ordered, contact us within 14 days of delivery with your order number and photographs. We will send a replacement or refund you in full — including return shipping — whichever you prefer. This is in addition to, and does not limit, your statutory rights.

We do not process direct exchanges, because stock cannot be held at the fulfillment centre while a return is in transit. To change size or color, return the original item under section 6 and place a new order. For a faulty item, a replacement in the same size and color is sent at our cost.

Once your return arrives and passes inspection, we refund to your original payment method within 5–10 business days. We cannot refund to a different card or account. Your bank may take a few additional days to show the credit on your statement.

Import duties, customs fees and local taxes paid on delivery are collected by your own country’s authorities, not by ENSOL, and cannot be refunded by us. Some countries allow you to reclaim them directly from customs when goods are re-exported. Original shipping charges are not refunded on change-of-mind returns.

You can cancel an order at any time before it is dispatched, for a full refund including shipping. Contact us as soon as possible with your order number — orders enter processing within 1–3 business days, so please tell us quickly.

Once an order has been dispatched it cannot be cancelled. You can still return it under sections 1–7 after it arrives.

We cannot change the items, sizes, colors or delivery address of an order once it has been dispatched. Before dispatch, contact us and we will cancel the order so you can place a new one.

If your order has not arrived 10 business days after the end of the estimated delivery window, contact us. We open an investigation with the carrier and, if the parcel cannot be located, replace or refund it in full. Please report a non-delivery within 30 days of the dispatch date. See Shipping Policy.

We may cancel an order if the item is unavailable, if we cannot ship to your address, or if we detect fraudulent activity. If we cancel, you are refunded in full to your original payment method and we email you to explain why.