Order Tracking

All orders include a tracking code, which you will receive in your email after the order has been processed.

However, we reserve the right to send small shipments on an international letter without a tracking code. Please also note that your order can be directed to the nearest Posti or Matkahuolto office instead of a pick-up point.

Customs And Taxes

When you place an order for  delivery outside the EU, VAT will not be added to the order. Please find additional information from the customs office or tax authorities in your country.

ENCE eSports Oy does not take responsibility for any customs duties or VAT after the product has been shipped.

Damaged Goods

If your order has been damaged during the shipping process, please contact the courier for a reclamation. ENCE eSports Oy is not responsible or liable for damages during transit.

You will need to save all the packaging materials and products to make a reclamation. If you need any assistance, please contact ENCE Shop customer service.

International Deliveries

There can be some restrictions on shipping internationally. Currently, we are delivering orders normally, but the COVID-19 situation can cause temporary delays to shipments or their arrival.

We currently do not ship to the following countries

• Russia
• Brazil
• United Kingdom

If you want to ask about deliveries to a specific country, please contact ENCE Shop customer service.

Returns

You have the right to return your ordered item within 14 days of receiving your order. If you want to return your order after 14 days, please contact the customer service. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, please see the instructions below. Please note that returned items must be in their original condition and packaging, with all tags attached. Any item not in its original condition, damaged or missing parts for reasons not due to our error, are only eligible for a partial refund.

Refunds

Once your return is received and inspected, we will send you an email to notify that the item is returned and the refund process will be started. We will also notify you of the rejection of your refund.

If you are approved, then your refund will be processed, and a refund will automatically be applied to your credit card or original method of payment within 7-10 days. Please contact us,if you haven’t received a refund within a reasonable time

Exchanges

Unfortunately, we are unable to offer a direct exchange for a different size or product. If you want to exchange your item, please send your item using the return instructions below and make a new purchase from our shop.

If your product is defective, please contact ENCE Shop customer service.

Return Shipping (Finland)

To return your item on orders delivered to Finland, please mail your product from the nearest Posti or Matkahuolto using the numbers below. Give the number to the customer representative when returning your order. When using those numbers, there is no need for an address and the return is free of charge.

Posti: 642030

Matkahuolto: 9517043

You’ll need to fill out a return form with your order. Print the form and fill out the needed details. Finally, put the form inside the package with the items you wish to return. If you can’t print out the form, you can handwrite the details to a paper and put it together with the items.

Download the form here

If you are returning the whole order, we will refund your shipping costs. With a partial return, shipping costs paid with the order will be deducted from your refund.

Shipping (Global)

To return your items on orders delivered internationally, you will need to arrange the return by yourself and cover the return shipping cost. 

Please contact and inform ENCE Shop customer service before returning an item.

Return instructions:

Choose a shipping method by yourself (e.g DHL, UPS, GLS etc.)
Fill out the return form from here
Place the items to a package with the filled return form

Mail the product back to:

Shop.ence.gg ℅ Logitrail Oy, Ojakatu 3, 21200 Raisio, Finland
asiakaspalvelu@logitrail.com / +358 50 463 5263

Finally drop the package to the shipping carrier and cover the cost of shipping

If you are returning the whole order, we will refund your original shipping costs. With a partial return, shipping costs paid with the order will be deducted from your refund.

Please note that depending on the shipping country and method of shipping, it may take time to receive your return. Using a trackable shipping method is highly recommended as we can’t guarantee that we will be able to receive your return after shipping.