FAQ
Here you will find many answers to your questions
Order & Payment
How can I place an order?
Simply select the items you want, add them to your shopping cart, and follow the checkout process.
Do I have to create a customer account to order?
No, you do not need a customer account to complete an order.
Can I change or cancel my order later?
We can only make changes or cancellations as long as your order hasn't been shipped. Please contact us as soon as possible at kundenservice@ennis-shop.de .
I haven't received an order confirmation, what can I do?
Please check your spam folder. If you don't find an email, contact us at kundenservice@ennis-shop.de – we'll be happy to help.
Which payment methods are offered?
We accept PayPal, credit card (Visa, Mastercard, Maestro), invoice with Klarna, Apple Pay, Google Pay and shop.
Shipping & Delivery
How long does shipping take?
Delivery time is typically 5-8 business days within Germany. Deliveries within the EU may take slightly longer.
Is there shipment tracking?
Yes, as soon as your package has been shipped, you will receive an email with the tracking link.
How much are the shipping costs?
Shipping costs within Germany are a flat rate of €4.95. Shipping is free for orders over €69.
Which shipping service provider do you use?
We ship with DHL – climate-neutral and reliable.
Do you also deliver abroad?
Yes, we ship to many European countries. You can find a detailed overview on our shipping information page.
What do I do if my package arrives damaged?
Please contact us immediately with photos of the damaged package so we can find a solution together. kundenservice@ennis-shop.de
Returns & Exchanges
How can I return an item?
You can return unused items to us within 14 days of receipt. Further information can be found under "Right of Withdrawal."
Who covers the return costs?
You shall bear the direct costs of returning the goods.
On request, we will provide you with a return label available – the cost (€6.40) may be deducted from your refund if the value of the goods is less than €50 .
For orders over €50, we will cover the return shipping costs in full.
When will I receive my refund?
After receiving and inspecting your return, we will refund the amount within 14 business days. If more than 15 business days have passed since we approved your return, please contact us at kundenservice@ennis-shop.de .
What do I do if my item arrives damaged?
Please send us a photo of the damaged item by email to kundenservice@ennis-shop.de . We will arrange a replacement or refund as quickly as possible.
contact
How can I contact customer service?
You can reach us by email at kundenservice@ennis-shop.de or via our contact form. We usually respond within 24 hours.