SHIPPING POLICY

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Once your order has been processed, you will receive a confirmation email including your order number and tracking information.

We offer complimentary standard shipping on domestic orders within Mexico on purchases over $1,499 MXN.

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For faster delivery, express shipping is available for $149 MXN and can be selected at checkout before completing your purchase.

 

Domestic orders are typically delivered within 5 to 7 business days from the date the order is collected by the shipping carrier. During holiday periods, high-demand seasons, public holidays, or circumstances beyond ENEA’s control, delivery times may extend to 5 to 10 business days depending on the shipping carrier.

 

It is the customer’s responsibility to provide complete and accurate shipping information at the time of purchase. ENEA will generate the shipping label using the information provided by the customer and is not responsible for verifying, completing, or correcting such information, even if the address is accepted by the shipping carrier’s system.

ENEA is not responsible for delays, failed deliveries, or any other issues resulting from incorrect, incomplete, or insufficient shipping information. Any action required to correct or update the address, redirect the package, pick it up at a carrier location, arrange a new delivery attempt, or reship the order must be handled by the customer directly with the shipping carrier. Any additional costs resulting from these circumstances will be the customer’s responsibility.

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Failed Delivery Attempts, if the courier makes multiple unsuccessful delivery attempts for reasons beyond ENEA's control — recipient unavailability, lack of access to the address, a non-functioning doorbell, among others — and the package is returned to our warehouse, ENEA will not cover the cost of a second shipment. The customer may choose to either cover the cost of reshipment or pick up her order at no charge from our warehouse.

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It is the customer's responsibility to ensure someone is available to receive the order during the delivery window, and to keep the contact means provided to the courier (doorbell, intercom, phone) accessible.

 

For international orders, shipping costs are calculated at checkout based on the destination and carrier. Delivery times may vary depending on location.

 

Please note that any applicable duties and taxes are the responsibility of the customer and must be paid upon delivery.

 

If an international shipment is returned to us, the customer will be responsible for covering both the shipping costs and any applicable duties or taxes.

 

RETURN POLICY

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You have 7 calendar days from the delivery date to request a return.

 

To initiate a return, please email contact@eneathelabel.com with your order number and reason for return. We will provide the return address so you can generate a shipping label with the carrier of your choice.

 

Return shipping costs must be covered by the customer.

 

Items must be returned in their original condition, properly packaged in a sealed box with the shipping label attached.

 

All returns are subject to inspection and must meet the following conditions:

• Items must be unworn and in original condition

• Original tags must be attached

• Items must not be washed or damaged

• Discounted items are not eligible for return

• If the return is due to a damaged item upon delivery, photo evidence of the package condition is required. Without this, claims cannot be processed

 

Once the return is received and approved, you will be notified via email and your refund will be processed through the original payment method within 10 business days.

 

If a return is not approved, the item will be sent back to the original shipping address and the shipping cost will be covered by the customer.

 

EXCHANGE POLICY

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We only offer exchanges for size. Exchanges for different styles are not accepted.

 

Items may be exchanged in person at PUNTOiCOMA (Monte Himalaya 815, Lomas de Chapultepec), subject to availability, or by shipping.

 

For exchanges, the return shipping cost must be covered by the customer.

 

You have 7 calendar days from the delivery date to request an exchange.

 

To initiate an exchange, please email contact@eneathelabel.com with your order number and the desired size.

 

We will provide the return address so you can buy a shipping label with the carrier of your choice. Once the item is received and approved, ENEA will cover the shipping cost of sending the new piece only in Mexican Territory. If it is an international order, the shipping cost of sending the new size, as well as the return shipping cost, must be covered by the customer.

 

Items must be returned in their original condition, properly packaged in a sealed box with the shipping label attached.

 

All exchanges are subject to inspection and must meet the following conditions:

• Items must be unworn and in original condition

• Original tags must be attached

• Items must not be washed or damaged

• Discounted items are not eligible for exchange

 

Once the exchange is approved and the new item is collected by the shipping carrier, delivery is typically expected within 3 to 7 business days.

 

If a second exchange is requested for the same order, all shipping costs (both return and reshipment) must be covered by the customer.

 

PAYMENT POLICY

 

All prices are listed in Mexican Pesos (MXN) and include applicable taxes.

 

We accept the following payment methods:

• Credit and debit cards

• PayPal

• Mercado Pago

Once your payment is processed, you will receive a confirmation email with your order number.

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Discount codes and promotions are applied at checkout.

 

INVOICING

 

If you require an invoice, please email contact@eneathelabel.com within 24 hours of your purchase, including your order number and tax information.

 

Once an invoice has been issued, it cannot be modified.