Refund policy

Returns

We want you to love your ENOUE piece. If it isn't right, you have 30 days from the day your order is delivered to return it.

To be eligible for a return, your item must be unused, in its original condition, with all tags and the dust bag included.

The Bali Collection is made to order

Pieces from The Bali Collection are hand-woven to order once you place your order, so the 30-day "changed my mind" return above does not apply to them — all sales are final. If a Bali Collection piece arrives damaged, defective or wrong, that is always covered in full — see "Damaged, defective or wrong items" below.

How to start a return

  1. Email us at madebyenoue@gmail.com with your order number and the reason for the return.
  2. If your reason relates to the item itself — its condition, colour, material or finish — please attach clear photos in daylight showing the issue. This lets us resolve it quickly, and often without you needing to ship anything back.
  3. We will confirm your return within 24 hours and send you the return address and instructions.
  4. Ship the item back within 14 days of our confirmation.

Return shipping is paid by the customer. We strongly recommend using a tracked shipping service — we cannot be responsible for returns that are lost in transit. Please keep your proof of postage until the refund is completed.

Items sent back without first requesting a return will not be accepted. We may request additional photos or information before approving a return.

Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it can take additional time for the refund to appear on your statement.

Damaged, defective or wrong items

Please inspect your order on arrival. If your item arrived damaged, defective, or you received the wrong item, contact us within 7 days of delivery at madebyenoue@gmail.com with photos of the item, and where relevant the packaging and shipping label. In these cases we will make it right at our cost — with a replacement or a full refund, including any shipping.

A note on our materials

ENOUE bags are made from high-grade vegan leather — animal-free, and chosen for its hand-feel, depth of colour and durability. The material is stated on every product page.

Because each piece is cut and finished by hand, slight variations in grain, tone and texture between pieces — and between a photograph and the item in your hands — are characteristic of the material rather than a defect. Our vegan suede in particular softens and takes on character with wear. If something looks wrong to you, send us photos and we will tell you honestly whether it is normal for the material or a fault on our side.

Exchanges

The fastest way to exchange is to return the item you have and, once the return is accepted, place a new order for the piece you want.

Non-returnable items

Gift cards are non-returnable. Items that show signs of use or are returned without original packaging may be refused or subject to a partial refund.

Questions

Anything unclear — write to madebyenoue@gmail.com. A real person answers within 24 hours.