FAQ
This is where you can find the most commonly asked questions of our store. If you have a question that is not on here or not answered by here, please email Guest Services and Enigma or someone else from the closet crew will be happy to help you.
Now as for the Questions and the Answers....
Q: What should I know about Enigma's Closet?
A: When Shopping with Enigma's Closet know that Enigma is your primary contact for the store! We hope that we will be expanding our departments quickly, but we will only be hiring people made for this store to keep the personal experience and the Enigma Midnight touch alive! Something unique to boutiques! (and Enigma)
WE ARE AN ACCEPTING AND ALL INCLUSIVE STORE! We do our very best to be as inclusive as possible and welcome all peoples from all walks of life! We are here for it all! We are always learning and hope you are too. If there is something we can do to be more inclusive please let us know!
Please don't mistake our kindness for weakness....We can and will refuse service for any or no reason. We do not need to inform you of the reason if there is one. We will ensure that you are removed from all lists and forms of contact with us if you are refused service.
YOU MUST BE OVER THE AGE OF 18 TO SHOP WITH US! By clicking enter you are agreeing that you are over the age of 18 at the time. We will not be held liable for a customer's dishonesty.
These terms of service are put in place for the safety and well-being of all parties involved.
We would also like to take this time to remind you being kind to someone is free, the service industries and small businesses appreciate you!*
*Please take a breath before you contact any customer service of any business. We are customers too and understand if something is wrong how upsetting that can be, but taking a big deep breath can help you focus in on the issue and customer/guest services to better help you.
If you're having a bad day trust Enigma or anyone the closet hires will do their best to help turn it around.
Q: How long is processing & production time?
A: Production & Processing time is separate from shipping and ranges from 7-10 business days Domestic and up to 21 days International, depending on the products ordered. Our in Closet designs are printed/embroidered in the most sustainable ways possible while providing different options. This meant we needed to expand production and shipping times to provide the best quality to our valued customers. Everything simply takes just a little bit longer, because it is produced on demand. Many of our other products ship directly from the manufacturer to reduce the carbon footprint of the order. Makeup is formulated when ordered, it is also not shipped until all products that were ordered are complete, the time varies based on the quantity of products ordered.
Q: How long is shipping and what does it cost?
A: Products vary from direct-to-consumer to handmade and packed by us. That means each individual product has not only it's own processing times, but individual shipping times.*
If you are paying for your shipping the costs are separate from the products and paid to the carriers directly for their services. They are calculated by the weight of the order and the speed of your chosen shipping method. (more info in refund section)
If you have a shipping related issue, we will do our best to resolve it with you.
*Shipping overall has been delayed with all carriers due to continuous supply chain issues across the globe from COVID-19 and general increase in online shopping.
Please keep this in mind when ordering (not just with us, but all online stores).
Q: Why does my printed product smell like vinegar?
A: This is actually completely normal from the inks used to print our designs onto the fabrics. The smell will completely disappear in the wash. If you cannot wash before wear for some reason let product air out for at least 4 hours.
Q: What is the return policy?
A: We are dedicated to our guest's experience so if you are unhappy with your order/product and feel the need to do a return simply contact Guest Services with your order number and we will be happy to take care of it for you. (returns are not guaranteed)
Q: How do I get a refund?
A: Refunds are dealt with on a case by case basis to ensure a safe and individualized shopping experience for our customers. Some refunds for shipping may need to be done through the carrier directly. Please email Guest Services with your order number and Enigma or one of the closet crew will be happy to help!
Q: How do I contact Criptica's Wig & Extension service partner?
A: To contact our service partner Alanna Murch, go to our footer menu there is a clickable link that goes directly to Alanna's website! Click on Consultation, when prompted write in the type of wig/extensions you purchased, date of purchase with the order number and what you are looking to do to them. Or you can email here featherandstonesalon@gmail.com with the same information. If you are local you can drop them off and pick them up, if you are not local Enigma & Alanna will arrange shipping for you! If you have any other questions comments, concerns please email Enigma at Guest Services.*
*This is a paid service for our Criptica Human Hair Extensions and Wigs ONLY.
Do you Have a question? Comment? Need a fitting appointment for custom dancewear? Something else?
email: guestservices@enigmascloset.com
or call +1-781-730-7017 x 7017
Want to send us mail?
Enigma's Closet HQ 1500 District Avenue Suite 1051 Burlington, MA 01803