Frequently Asked Questions
Welcome to enabeleno's international store. We ship worldwide and all packages have tracking numbers. For customers within the Philippines, please shop through Shopee Ph.
Shipping Info
🌹 Do you ship internationally?
Yes, we ship worldwide. We are shipping from the Philippines. PHLPost and LBC Express handles international orders. Shipping costs are weight-based and calculated at checkout.
🌹 When will my order be shipped out?
Once an order is placed, it will be packed and shipped within 5-7 business days. Your tracking number will be sent through email.
🌹 What is the estimated shipping time?
Please note that counting begins when you receive an email confirming dispatch of your package.
PHLPost (Philippines Postal Corporation)
Asia/ Asia Pacific: 15-25 working days
Australia/ New Zealand: 15-25 working days
Europe/ Middle East: 3-8 weeks
Africa: 3-8 weeks
America: 3-8 weeks
LBC Express (Courier Service)
*For physical coloring books only
Asia/ Asia Pacific: 10-15 working days
Australia/ New Zealand: 10-15 working days
Europe/ Middle East: 2-3 weeks
Africa: 2-3 weeks
America: 3-4 weeks
If the package is held in customs, please contact your customs office. Delivery time depends on the final shipping destination and I can't guarantee these shipping estimates.
🌹 How do I track my order?
Enter your tracking numbers here:
PHLPost Tracking
LBC Express Tracking
🌹 Why is my country not listed?
If you do not see your country on the list, it means it's unserviceable by the shipping couriers. I apologize, but I won't be able to ship in your area.
🌹 Should I pay for tax fees, or customs charges?
Customers may be charged a VAT tax on their order depending on their country. We do not collect VAT taxes and will not be responsible for them. Any charges are the customer's responsibility and are not included in the product cost or shipping fee. The customs in your country sets the rates depending on the value of the goods you're buying.
The customer must coordinate with their local post office or customs to settle unpaid taxes so the package will arrive on schedule. Unpaid customs charges will lead to your package being returned to me.
🌹 What do I do if my package is missing?
Once the parcel has been given to the courier, we are no longer responsible for your package.
Check the tracking status of your package. If it is stuck in customs, please contact your customs office to find out what is happening.
If you think your order is lost in the mail, please check with your local post office first before believing that a package is missing.
Return & Refund Policy
🌹 Can I return or exchange my order?
Due to the nature of our products, cancellation, returns and exchanges are not accepted. If you have a problem with your order, feel free to reach out to us at enabelenoart@gmail.com
🌹 Can I cancel my order after I have placed it?
All orders are considered final upon checkout and unfortunately, we won't be able to offer cancellations of orders, so please be sure to commit before making a purchase!
Once the parcel is shipped, the order is irreversible and cannot be cancelled.
We are NOT responsible for any undeliverable packages due to wrong name or address. So make sure to enter your shipping details correctly.
🌹 What if my package was returned to you?
Some packages should be claimed at your local postal office within their set date. If it is not claimed, they will return it to sender.
In cases where your package is returned to us for any reason, such as wrong address or unclaimed mail, we will require a re-payment of the shipping fees if you want your order to be reshipped. Shipping fees are non-refundable.
🌹 What do I do if I received a defective/ damaged product?
Please kindly contact us at enabelenoart@gmail.com with the following details within 5 days from the date of delivery:
1. A description of the issue
2. Your order number
3. Attach pictures or unpacking video of the related products
Please note that we are NOT responsible for any damages that may occur during transit. In the case that we process a refund (not guaranteed), shipping costs are non-refundable and will not be included.
Products
🌹 How do you ship my orders?
All orders are shipped in either envelope, bubble mailers or boxes. Occasionally, we will use reused bubble wrap and plastic bags for extra protection.
🌹 Are the stickers waterproof?
Most of my stickers are vinyl, waterproof, and scratchproof. But if you are getting stickers for your journals, those are not waterproof since they are going to be used inside the pages of planners. Please check each product's description to see if it is waterproof or not.
🌹 Why does my acrylic charms look dull or scratched?
Most acrylic charms have protective films on both sides. Please peel the films off to reveal the vivid design.
🌹 Can I resell your artwork?
We do not give permission to any reselling of our items.
All artwork, illustrations, graphics, characters, logos, and designs are copyrighted works of ENABELENO. All designs and items are for personal use only and any unlawful redistribution, reproduction, alteration, or transmission of any illustrations, artwork, graphic, characters, logos, and/or design on this website in any form or by any means, is strictly prohibited.
Commission
🌹 Do you take drawing commissions?
Yes. I am open for personal or commercial drawing commission and you can check my rates and samples at vgen.co/enabeleno
I also make illustrations for games, novels and book covers. If you need a quote for your project, send me an email.
By placing an order, you agree to comply with these terms and conditions of sale. For any questions or concerns, please contact us at enabelenoart@gmail.com