Refund policy
En Gold Refund & Return Policy
At En Gold, each piece is handcrafted in limited quantities. Please choose carefully, as returns and exchanges incur additional fees due to the artisanal nature of our products.
Order Cancellations & Change of Mind – Before Dispatch
-
If you change your mind and your order has not yet left our warehouse, you are eligible for a full refund, including shipping.
-
Refund requests must be made in writing to: hello@engold.com
Returns & Exchanges – After Dispatch
If your item has already shipped, a return may still be facilitated under the following conditions:
-
Return request must be submitted within 7 days of delivery.
-
A 20% restocking fee will be deducted from the refund amount.
-
Return shipping is at the customer’s expense.
-
Items must be returned in their original packaging and in unused condition to be eligible.
-
If original packaging is missing or damaged, the item will not be eligible for return.
-
En Gold is not responsible for lost, stolen, or damaged returns. Customers are responsible for safe packaging and shipping of the return.
-
If you choose a credit note instead of a refund, the restocking fee will be waived (return shipping still applies).
Exchanges for Homewares
-
If exchanging homewares, En Gold can provide a return label and deduct the shipping cost from the credited amount.
-
The item must be unused and returned in original packaging.
Made-to-Order & Lead Time Items
-
All Made-to-Order items are handcrafted especially for you and cannot be cancelled, returned, or refunded.
-
Lead times are estimated at 16–20 weeks from the order date and may vary.
-
If the order arrives earlier than expected, you must be able to accept early delivery.
-
Complimentary storage is available for up to 2 weeks. A $150/week storage fee applies beyond this.
Receiving Damaged or Incorrect Items
-
Customers must inspect all items immediately upon delivery.
-
If the item is being placed into storage, it must still be unpacked and inspected first.
-
Any issues (damage, defects, or incorrect items) must be reported within 24 hours of delivery to support@engold.com.
-
Claims made outside this 24-hour window may not be eligible for resolution.
Final Sale & Discounted Items
-
All sale and discounted items are final sale and cannot be returned or exchanged.
-
Discount codes cannot be used during sale periods, including Trade discounts, unless specified otherwise.
-
Sale pricing cannot be retroactively applied to previous orders.
- Discount codes, including Trade pricing is available on En Gold products only. Discounts cannot be applied to third party brands and vendors, unless otherwise specified by En Gold.
- Discount codes may not be stacked or combined, unless otherwise specified during a promotion.
Split Payment Terms
-
Split payments are only available for items with an estimated arrival date 2+ months from the time of purchase.
-
50% deposit is required at time of order. The balance is due once the item departs the workshop (4–6 weeks before delivery).
-
If the final payment is not made by the due date, En Gold will issue a non-refundable credit note for the deposit paid.
Orders for in-stock items or those with arrival dates under 2 months must be paid in full at checkout.
Warranty
All En Gold pieces include a 12-month manufacturing warranty. Please refer to our Care and Safety Page to maintain the integrity of your piece.
Gift Cards
-
Redeemable only at En Gold USA.
-
Not redeemable for cash or transferable.
-
Valid for 5 years from date of purchase.
-
Treat like cash—lost or stolen cards cannot be replaced.
-
Refunds for items purchased with gift cards will be returned as store credit.
Policy Updates
En Gold reserves the right to update or amend this policy at any time without notice. Customers are encouraged to review our policies prior to purchase.
