Returns
Requesting a return
You can request a free return for goods you have purchased at www.englana.com up to 28 days after receiving your order for all full priced goods.
To request a return, simply log in to your account at www.englana.com and click on the Contact Us page.
You will need to have your order number to hand. To locate this you can go to Order History and view the order you wish to return items from.
Please include detail of the return in the box and ensure you leave us with two contact telephone numbers that we can communicate with you on.
Following this we will then send you a returns confirmation number and instructions on how to arrange your free returns shipping method. These details will also be sent to you in a returns confirmation email. You must request the returns collection within 14 days of requesting a return.
If you do not have an Englana® Account, you will need to activate one. Simply go to the My Englana® page and enter the email address you used for your last order, and you will receive an email that allows you to set a password for your account.
Once you have created a password you will be able to access your account and request a return following the process above.
Returning from the United Kingdom
Pre Collection:
Repack your items with all the packaging you received with them, fill in and detach the returns section of the order summary form you received with your order.
Seal the box and stick the returns address label included with your order to the outside of your parcel.
Returning Internationally
Within 72 hours of receiving your return request confirmation you will receive a UPS email that contains a link to download a UPS delivery label and your returns export invoice forms.
Follow the link and print the UPS delivery label and export invoice forms, and also sign each copy of the export invoice forms.
If you are unable to print your UPS delivery label or export invoice forms, please contact Englana® Support and we can arrange this for you.
Repack your items with all the packaging you received with them, and fill in and detach the returns section of the order summary form you received with your order.
Seal the box and stick the UPS delivery label you printed to the outside of your parcel, and also the returns address label included with your order.
We will ensure the postage you paid as part of your original order is included in your refund.
Our returns policy
You can request a free return for goods you have purchased on www.englana.com up to 28 days after receiving or collecting your order for all full priced goods.
Once your return request has been confirmed you can send your items back to us using our free collection service. Once DPD (for the UK) or UPS (all other countries) have collected the package, the return should arrive within 2-6 working days. We will let you know once we have received your return and processed your refund.
Return collections must be arranged within 14 days of requesting a return.
All returns must be in perfect condition, and come with their original packaging. We are unable to accept returns on items that are scratched, damaged or that are not returned in their undamaged original packaging. Unfortunately, in these situations, the items will be returned to you, and at your own cost.
You will have received a detachable returns form with your original order summary - we need you to provide any and all relevant information - including your reason for returning the item or items and signature to accept our returns policy. This information will help us process your return as quickly as possible. Comments can also help us to improve the future quality of our products.
Refunds
When we receive and accept your return we will refund the credit card that was used for payment on your original order.
Refunds will normally show on your records within 72 hours of being processed however, the speed of this processing is beyond Englana's control and unfortunately some card issuers may take up to 10 days to reallocate your funds.
Once your return has been accepted you will receive a return confirmation email.
If your order was delivered to a country within the EU then you will be refunded all sales taxes that were included in your outbound order. If your order was delivered to a country outside of the EU and you incurred local customs duties you will need to contact your local customs authority directly to claim these duty charges back.
Exchanges
If you wish to exchange an item, you will need to return the item you no longer wish to keep and place a new order.
Changes
Our dispatch team do their best to make sure that goods are packed and despatched as soon as an order is placed so there's no delay in orders arriving at their destination. Because of this we are unable to make any changes to an order once it has been placed. If you do wish to make a modification to an order you will need to follow our returns process.
Cancelling an order
Customers within the EU have the right to cancel the contract for purchase with Englana® at any time by the end of the fourteenth day of the day after the day on which the customer receives or collects the goods this is referred to as the 'cooling off period'.
To cancel your order within the cooling off period, you must notify us in writing by email or post before the expiry of the cooling off period. Please then package the relevant goods securely and send them to us by the end of the fourteenth day after the day on which you cancelled your order. All returns must be in perfect condition and with their original packaging because the packaging is considered part of the product.
Please note that you will have to take responsibility for the costs of returning the items to us, unless that is, we delivered the item to you in error, or, if the item is found to be damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.
Cancellation outside of the cooling off period
If you wish to cancel the order of purchase after the expiry of the cooling off period or you are not a customer within the EU, this will be dealt with as a Return.
The Englana® Promise
At Englana® we take great pride in the design and craftsmanship of all of our products. We use only the finest British materials and the highest manufacturing standards. We strive to make sure every item we sell is perfect and a piece that will last a lifetime.
In the unlikely event that an Englana® product does not match up to our high standards we will try our hardest to address the problem. Our leather bags, accessories and luggage carry a 12-month guarantee. If within this period you find fault with your product, we offer a repair or replacement service at no extra cost to you.
If you find an issue with your product within the guarantee period please contact our Englana® Customer Care team who will be able to advise you.