Frequently Asked Questions

Product information

Which leather do you use

All our products are made of genuine leather. We only use leather from one of the best leather producers in Italy for our main collection. For our premium collection we use leather from the Horween Leather Company from Chicago. Leading brands such as Hermes also use the leather they produce.

Calfskin is produced from the skin of the young animal and is particularly soft and fine. It is also a perfect and high quality material that guarantees the highest comfort.

Deerskin is very robust, yet it is characterized by its soft and elastic characteristics.

Suede leather is produced from the underside of the calf's skin and is characterised by its roughened, velvety texture.

Nubuck leather is very similar to suede, but is made from the outside of the calf skin. It is more expensive than suede and is characterised by its velvety surface.

Horween Chromexcel is the original pull-up leather that now looks back on a tradition of almost a hundred years. The beautiful aniline surface is hand polished - it is first tanned according to a traditional recipe before it is hot and hand finished with a mixture of natural oils and waxes.

Horween Ruffia / Hatch Gran, Russian calf leather is one of the finest leathers in the world. Its long and laborious tanning process has become the secret of a few and the envy of many. It has been used to create some of the finest bespoke footwear and leather goods in the world. Hand in hand with the Horween Leather Company, Chicago, we are pleased to offer you products made from this leather.

Horween Shell Cordovan is one of the highest quality and most popular leathers in the world, the demand for this exclusive leather is higher than the supply. Dyed through and mirror-smoothly shining the leather from the horse still increases in suppleness over the years. It is almost indestructible and has a high water resistance. The production time is up to six months.

Where are the products manufactured?

Our products are manufactured by hand at various locations in Europe. Most products are produced in Italy.

Each product goes through a strict quality control before it is shipped to you.

Do the colours of the product pictures differ from the original?

Product pictures are always taken by our photo studio under optimal lighting conditions. Depending on the screen and resolution, the colours of the products may look different. The product pictures can therefore differ slightly from the product in reality.

Order

How can I order a product?

Once you have decided on a product and colour, you can Add to Cart place the desired item. Simply click on the button Add to Cart.

Items in your shopping cart will only be reserved for you after your order has been completed.

Can I cancel my order?

If you have ordered the wrong article or changed your mind at short notice, you can still cancel your order within a limited period of time. If your order has not yet been shipped and has not yet been processed, you can have your order cancelled via our customer service. Please call our customer service: +49-69-588-043-330

How safe is shopping at ENQUEUR?

Shopping at enqueur.de is extremely secure. We use the latest technology to protect our website. We do the following for your security:

SiteLook.com: Our website is protected by SiteLook.com with a firewall against all attacks. In addition, SiteLook scans our site daily for security holes, viruses and other risks and closes and deletes them immediately.

TrustedShops: Our website has been certified by TrustedShops. TrustedShops checks that all processes and procedures on the website are in accordance with the law. TrustedShops also protects you as a customer and offers you to insure all purchases from us.

SSL: We use a 256-bit SSL encryption from GeoTrust. Our check out and payment pages are encrypted using this method. You can find more details in our privacy policy and in our AGB.

PCI-DSS: Our web server PCI-DSS certified. This guarantees you that the processing of your payment is in accordance with the credit card industry standards.

Delivery

Will the goods be shipped from Germany?

Yes! all our products are stored in Germany and shipped from Germany.

Which shipping service provider do you use?

All orders are shipped worldwide with DPD, DHL and GLS.

Custom-made and very exclusive goods are sometimes also sent by a courier service or UPS.

Orders are delivered Mo - Sat between 8 am - 7 pm.

When will I receive my order?

Stock:
All products you can order immediately and which are in stock will be shipped within 24 hours and are usually with you after 1-3 working days.

However, it can happen that products have to be newly manufactured for you, the delivery time is then between 8-28 days, depending on the workload of the manufacture

Configured products and custom-made products:
All products that you have configured online, finished with a monogram or custom-made products are usually shipped within 5-21 days. The production of credit card cases and cases for smartphones and tablets takes about 5-7 working days + about 3 days for shipping. The production of our bags takes about 14-21 days + about 3 days for shipping.

For our premium collections with Horween leather, production may take longer, depending on the availability of the leather.

The current delivery time of a product can always be found on the product page.

What are the shipping costs?

Within Germany the shipping is free of charge.

The shipping costs to countries of the EU are 9,95€. From a shopping cart value of 300€ the shipping is free.

Otherwise the shipping costs outside the EU are 35,99€.

To which countries do you deliver?

We deliver to most EU countries as well as Switzerland, Australia, USA, Japa, Singapore, Hong Kong, Russia

How can I track my delivery?

As soon as we have shipped your order, you will receive a tracking ID with the confirmation email. With this ID you can track your order on the website of the shipping service provider.

Free shipping

Germany: Shipping is always free.

EU: From a shopping cart value of 300€ the shipping is free of charge.

Andre countries outside the EU: Shipping outside the EU is 35,99€.

Zoll Abwicklung

If a shipment is to be delivered to a country outside the EU, the recipient must handle the import in the destination country himself. Possible customs duties will be charged to the recipient.

Payment

Which payment methods do you offer?

We offer the following payment methods:

Credit Card:
ENQUEUR & CO. currently offers payment by VISA, MASTERCARD and AMERICAN EXPRESS. The data transfer takes place via security servers with PCI certification. Payment by credit card is free of charge for our customers and offers a quick and easy alternative to advance payment. For a successful payment please follow the instructions during the payment process. After successful transaction you will receive a confirmation email and the shoes will be shipped. Your credit card account will be charged when the order is completed.


IMMEDIATE TRANSFER If you choose the payment method "immediate transfer", a browser window will open during the ordering process, which will redirect you directly to the secure payment system of sofortüberweisung.de. Please follow the instructions from this point on for a successful and secure payment. For the payment method "DIRECTebanking" you need an online banking account of your house bank and corresponding Tan Codes. A registration with Sofortüberweisung is not necessary.

You can check whether your bank is participating in the instant bank transfer on the following page:
https://www.payment-network.com/deb_com_en/customerarea/supported_banks

Payment by invoice and financing
In cooperation with Klarna, we offer invoice purchase and instalment purchase as a payment option.
Please note that Klarna Invoice and Klarna Instalment Purchase are only available for consumers and that payment must be made to Klarna in each case.

Klarna invoice
The payment period is 14 days from date of invoice. The invoice is issued when the goods are dispatched and is sent either by e-mail or together with the goods. The complete terms and conditions for purchase on account can be found here.

Klarna hire purchase
Klarna's financing service allows you to pay for your purchase flexibly in monthly instalments of at least 1/24 of the total amount (but at least € 6.95). For more information about Klarna Instalment Purchase including the General Terms and Conditions and the European Standard Consumer Credit Information, click here.

Apple Pay
With Apple Pay, you can shop in our web shop particularly quickly and easily, because you pay by iPhone and Co:

With Apple Pay, you don't have to fill out forms or create an account when shopping online with your iPhone or iPad. After you have entered your credit information once via your wallet app, simply select Apple Pay as your payment method in the checkout process. Afterwards, you confirm the payment effortlessly and securely via Face ID or Touch ID. On your MacBook Pro, you confirm your purchase via Touch ID on the Touch Bar. If you're using a MacBook or Mac without a Touch Bar, iPhone or Apple Watch will use the ID process. Please note that all devices use the same iCloud accounts and that you must first activate payment on your MacBook or Mac in your wallet app. Please refer to the information on compatible devices.

GiroPay
After placing the order you will be redirected to the website of your bank. In order to be able to pay the invoice amount via Giropay, you must have an online banking account with PIN/TAN procedure activated for participation in Giropay, legitimize yourself accordingly and confirm the payment order to us. You will receive further instructions during the ordering process. The payment transaction will be executed immediately afterwards and your account will be debited.

AmazonPay (Available from Dec. 2020)
During the ordering process you will be redirected to the website of the online provider Amazon before the order process in our online shop is completed. In order to be able to process the order process and pay the invoice amount via Amazon, you must be registered there or first register and authenticate yourself with your access data. There you can select the delivery address and payment method stored at Amazon, confirm the use of your data by Amazon and the payment instruction to us. You will then be redirected to our online shop, where you can complete the order process. Immediately after placing your order, we will ask Amazon to initiate the payment transaction. The payment transaction will be carried out automatically by Amazon. You will receive further instructions during the ordering process.

Do you charge fees for credit card, invoice etc...?

We do not charge any fees for the offered payment methods

Can I save my credit card data?

Yes, you can save your credit card details during the check out. The data is stored as an encrypted token on the high-security server of our payment provider.

At no time is payment data stored on our web server.

Return / Returns

How can I return my order?

Returning an order is very easy with ENQUEUR & CO. Just follow the instructions on this page: RETURNS where you will also receive the return label.

When will I receive my credit?

You will receive your credit in the same way as we received your payment, unless otherwise agreed with customer service.

The payment of the credit note will be booked immediately after receipt of the goods back to you. This can take up to 14 days.

Is it possible to have a return shipment picked up?

Yes, if you do not have the possibility to drop off the package at a post office or DHL station, just contact our customer service and we will arrange the pick-up for you.

Please note that a collection can only take place on workdays between 8 - 18 o'clock.

What do I do if I have lost my returns label?

If you ordered your return online, a return label was sent to you by email. Search for this email in your email program. If you have deleted the email, you will find the return label again in your customer account under Orders. If you do not have a customer account, please contact customer service.