Q: Where do you ship?

En Route is based in the U.S. We currently offer worldwide shipping. We cover duty fee for packages to EU and UK so they will not be stopped by customs during transit. Other international packages may incur a duty fee at the customs. En Route cannot be held responsible for the duty fee incurred.

En Route is not liable for lost or stolen packages. If your package goes missing, we will contact our shipping carrier to track the delivery information, but we cannot be held responsible if an order shows confirmed delivery to the correct address.

Our products do not include duty fee or tax in the prices. It’s important to be aware that tax and duty may be charged on top of the purchase price at the point of delivery.

Q: Can I cancel an order?

You can cancel or update your order as long as it has not been shipped. We will accommodate any changes on your order. Please email customer@enroutejewelry.com to cancel an order or update your order information. Seller reserves the right to cancel any order due to unauthorized, altered, or ineligible use of offer or payment and to modify or cancel this promotion due to system error or unforeseen problems.

Q: How can I track my order?

An email confirmation would be sent to you after you complete your purchase. When your package is shipped, you will get a shipping confirmation email from us with tracking number. You can enter the tracking number in the provided carrier website for more information. 

International orders please expect 3-10 days before receive a tracking update. This is due to the transition between shipping carriers for international orders. Detailed tracking might not be updated daily, please check back on the tracking every few days.

Q: Why can't I see any shipping process when I track my order?

Please note that our carrier tracking system can sometimes be slow to update. Please check the updated status after 48 hours of receiving our shipping confirmation email. For pre-order items, you will not see any tracking info until your package has been dropped at the postal. We really appreciate your patience and understanding.

If you have any concerns about your tracking process, please email us at customer@enroutejewelry.com for help. 

Q: Do you allow for exchanges or returns?

If you’re not happy with anything about your order with us, we want to make it right! Drop us an email at customer@enroutejewelry.com within 30 days of getting your goodies, letting us know you need to return or exchange something. Our customer support team will be glad to help you figure out a solution within 2-3 business days. Please note that we do not cover shipping fees for international returns/exchanges. We apologize for any inconvenience.