Frequently Asked Questions (FAQ)
PAYMENT
WHAT PAYMENT METHODS DO YOU ACCEPT?
We are working on integrating various payment methods, including MobilePay, into our store. If you would like more information about payment options, you can read more on this page and this page.
HOW SECURE IS MY PERSONAL DATA?
Enchantelle-dk.com (Vitaliscare Ltd) follows the highest industry standards to protect your personal information with top-tier security solutions.
Your credit card details and personal information are encrypted during transmission using SSL (Secure Socket Layer Technology), which is widely used on the internet to securely process payments.
SHIPPING TRACKING
MY TRACKING NUMBER IS NOT WORKING
90% of our orders have a tracking number available. However, it is possible that your order does not have a tracking number. Contact us at support@enchantelle-dk.com if you need more information about a shipment without a tracking code, and we will do our best to provide you with details!
You will receive your tracking number via email within a few days after placing your order. You can then track your order using the code on our Track Order page.
Make sure you enter your code correctly; the best way to do this is by copying and pasting it.
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
When your items are shipped, we will send an email notification to your registered email address and the phone number you used at checkout. The tracking number is usually available within the next few days after shipment.
You can also check our online order tracking page.
THE TRACKING PAGE SAYS "DELIVERED," BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes, postal tracking services mark an order as delivered when it has arrived at your local post office, even if you have not yet received your package. In this case, please wait a few days for your local postal service to deliver the package to your home or contact your local post office, as they may be holding the item for you.
SHIPPING
DO YOU SHIP INTERNATIONALLY?
Vitaliscare Ltd currently sells only in South Africa, Denmark and Norway but plans to expand to larger parts of Europe. Enchantelle-dk.com, which is operated by Vitaliscare Ltd, will always sell exclusively to countries within Scandinavia and the EU + South Africa.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE SHIPPED?
All items go through a handling process before being shipped.
99% of orders leave the warehouse within 1-3 days after payment.
We will notify you via email when your items have been shipped.
MY ORDER DID NOT ARRIVE ON TIME. WHAT SHOULD I DO?
If your items have not arrived within 15 business days from the purchase date, please contact support@enchantelle-dk.com, and we will resolve the issue.
HOW LONG DOES SHIPPING TAKE?
This depends on the shipping method you selected at checkout. If your product is delayed by more than 3 days, please contact us at support@enchantelle-dk.com, and we will look into it together.
HOW IS THE PACKAGE DELIVERED?
This depends on where you live and which product you order. The package will be delivered to your home, mailbox, porch, or local post office with a notice in your mailbox.
Most orders can be picked up at your local post office when you receive a notice in your mailbox. This also happens if the delivery person attempted to deliver the package to your home, but no one was available to receive it and it could not be left in a safe place.
HOW MUCH DOES SHIPPING COST?
- Free shipping for orders over 200 ZAR (except for priority express shipping).
- Standard shipping (8-15 days) for orders under 200 ZAR costs 34,99 ZAR.
- Priority express shipping (2-8 days) is available for 54,99 ZAR, regardless of order value.
WHERE IS MY PACKAGE SHIPPED FROM?
Our warehouses are located outside of Denmark. Most orders are shipped from abroad. If you need more information about this, please contact us at support@enchantelle-dk.com.
RETURNS AND REFUNDS
WHAT SHOULD I DO IF I RECEIVED A DAMAGED OR INCORRECT PRODUCT?
If you have received a damaged or defective product from Enchantelle-dk.com, please send us a photo or video as proof of the damage. We will send you a new functional item immediately (free of charge, of course).
AFTER PURCHASE
I ENTERED THE WRONG SHIPPING ADDRESS / SELECTED THE WRONG VARIANT! CAN I CHANGE IT?
If this happens to you, please email us at support@enchantelle-dk.com as soon as possible, and we may be able to correct it. However, we cannot guarantee this, as all our items are usually processed immediately after you place an order and shipped the same day or the next day.
If your order has already entered the shipping process, we cannot stop it. Still, contact us, as we are happy to assist you in any way possible. We understand how frustrating it can be to pay for something you cannot use.
Note: If we are unable to cancel the order, we do not offer refunds if you have entered the wrong shipping address.
MY PACKAGE IS STUCK IN CUSTOMS. WHAT CAN I DO?
Customs, postal services, and Enchantelle-dk.com (Vitaliscare Ltd) are separate entities. We are not responsible for delays caused by customs authorities or local postal services and cannot be held liable for customs delays in your country.
Payment of customs duties and taxes is the responsibility of the recipient and is not covered by us at Enchantelle-dk.com. For more information about potential fees, please contact your local customs office.
If your order is being held at customs, we recommend that you call your local customs office directly and ask them to release your goods.
CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information is sent directly to the shipping department, and it takes 1-3 business days to process. After that, the shipping department sends the tracking codes to our system, which updates the tracking and sends a shipment confirmation email to the customer.
If you need to change your shipping address, please contact our customer service as soon as possible after placing your order, and we may be able to correct it.
Please double-check all the information you provide before submitting your order to avoid delivery issues or lost packages.
Note: For customers who provide a different shipping address than their permanent residence, we are not responsible for lost or undelivered packages or if you have moved from the address you provided.