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Return Policy

We want you to love every purchase from EnterFly. If something isn't right, this policy explains how returns, exchanges, and refunds work.

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1. Overview

This Return Policy applies to all orders placed on EnterFly. By placing an order, you agree to the terms set out below. Specific product categories may have additional rules, which will be noted on the product page or during checkout.

2. Return Eligibility

A product is eligible for return when all of the following conditions are met:

  • The return request is made within the allowed time window (see Section 3)
  • The product is unused, undamaged, and in its original condition
  • All original tags, labels, accessories, and free items are included
  • The product is returned in its original packaging where possible
  • Proof of purchase (order ID, invoice, or order confirmation email) is provided

3. Return Request Time Limit

Return requests must be initiated within 7 (seven) days from the date of delivery.

Requests submitted after this window may not be accepted, except in cases of a verified manufacturing defect or where required by applicable law. To start a return, please contact our customer support team with your order ID and a brief description of the issue.

4. Product Condition Requirements

To keep returns fair for everyone, returned items must arrive at our facility in resellable condition.

  • No signs of wear, washing, or use
  • No scratches, dents, or damage caused after delivery
  • All seals, stickers, and protective films intact where applicable
  • Original box, manuals, warranty cards, and accessories included

If a returned product fails our quality inspection, we reserve the right to refuse the return or apply a partial refund reflecting the reduced condition of the item.

5. Non-Returnable Items

For hygiene, safety, and product integrity reasons, the following items are not eligible for return or exchange (unless damaged or incorrect on arrival):

  • Innerwear, lingerie, swimwear, and similar personal garments
  • Cosmetics, skincare, and personal care items once opened or used
  • Food, beverages, and other perishable goods
  • Custom-made, personalized, or made-to-order products
  • Digital products, downloadable content, and gift cards
  • Items marked as "Final Sale" or "Non-returnable" on the product page

6. Damaged, Defective, or Wrong Products

If your order arrives damaged, defective, or different from what you ordered, we're sorry — and we'll make it right.

  • Contact our customer support within 48 hours of delivery
  • Share your order ID and clear photos or a short video of the issue
  • Keep the original packaging until the issue is resolved
  • Do not use the item if it appears unsafe or unsealed

Once verified, we will offer a replacement, exchange, or refund at no extra cost to you, based on stock availability and your preference.

7. Refund and Exchange Process

Once your return is received and inspected, we'll notify you of the outcome.

  • Approved returns are processed within 5–10 business days after inspection
  • Refunds are issued to the original payment method where available
  • Exchanges are subject to product availability; if unavailable, a refund will be offered
  • Shipping fees from the original order are non-refundable, unless the return is due to our error
  • Return shipping costs may be borne by the customer, except for damaged, defective, or wrong items

8. Cash on Delivery (COD) Orders

For orders paid via Cash on Delivery, refunds are handled a bit differently since no card or digital payment was made.

  • Approved COD refunds are issued through bank transfer, mobile financial services (such as bKash, Nagad, or Rocket), or in-store credit
  • You will be asked to provide accurate recipient details so the refund can be sent securely
  • Refund timelines may vary depending on the chosen method and your bank or operator
  • Identity verification may be requested for higher-value refunds

9. Cancellations

You may request to cancel an order before it has been shipped.

Once an order has been handed over to our courier partner, it can no longer be cancelled but may still be eligible for return under the conditions described above. To request a cancellation, contact our customer support as soon as possible with your order ID.

10. How to Request a Return

Starting a return is simple.

  • Reach out to our customer support team using the contact details below
  • Share your order ID, the item(s) you want to return, and the reason for the return
  • Attach clear photos if the issue involves damage or a wrong item
  • Our team will guide you through the next steps, including pickup or drop-off instructions

11. Customer Support

Our team is here to help with any return-related question.

EnterFly Customer Support