FAQ

PRODUCTS

Are your products cruelty-free?

Yes, Enby! All of our products are cruelty-free and formulated without synthetic chemicals. We do not test any of our ingredients or products on animals, nor do we retail in any country with mandatory animal testing. By shopping at ethically-sourced, cruelty-free beauty companies, you are utilizing your voice and creating change!

Are you owned by a company that tests on animals?

No, we are not affiliated with any other beauty companies, and we remain committed to 100% cruelty-free products in all aspects of our business, outreach, and mission. 

Do you use parabens in your products?

Nope! Our products center around naturally-derived ingredients, including fruit and vegetable butters, natural oils, and organic acids. We believe that by utilizing minimal-to-no preservatives and focusing on wellness-based skincare, we can provide the safest and healthiest products for our Enbies!

Are your products vegan?

Yes, all of our products are 100% vegan and cruelty-free. Fun fact: on top of saving animals and the planet, vegan skincare typically offers more vitamins, antioxidants, and cruelty-free minerals than non-vegan skincare; these natural ingredients help repair, moisturize, and maintain healthy skin!

What tools should be used when applying your skincare kit?
We suggest using your fingertips to evenly distribute the product across your face; although brush applicators and spatulas are compatible with our beauty ritual, our products were made with accessibility, convenience, and flexibility in mind. As a result of these aspirations, our skincare was created to thrive in a tool-free environment.

ORDER ISSUES

How can I get in contact with your customer service team?
For customer service inquiries, please email info@enby.nyc. One of our Customer Advocates will always be available Monday through Friday, 8 a.m. - 5 p.m. EST. We are typically able to respond to all customers within 48 hours; however, response times may vary during promotional periods, national holidays, product launches, and large restocks. We respond to inquiries in the order that we receive them.

I haven’t received my order confirmation yet. Who should I contact?
Order confirmation emails may be delayed as a result of high order volume. Please contact our Customer Advocacy Team at info@enby.nyc if you have not received your confirmation email after 24 hours of your purchase.

Can I make changes to my order once it’s been placed?
Unfortunately, all sales are final at this time, Enby. Please carefully review all information regarding our items before submitting your order, as orders cannot be cancelled, changed, or modified in any way once they’ve been placed.

I have received my order and need some additional assistance.

Please email our Customer Advocacy Team at info@enby.nyc to report any issues with your order, request replacement for damaged products, or bring additional matters to our attention. We will review all issues and disputes submitted within 14 days of delivery; requests after this window are not eligible for review. Photos of any product issues along with their corresponding packing slip are required in order to move forward with a return or refund. Additionally, items that have been shipped via mail forwarding services are not eligible for exchanges, refunds, or returns at this time.

DELIVERY

When will my package be delivered?

Our current processing time for orders is 3-5 business days (not including weekends or government holidays). These times may be extended during select holidays, launches, or restocks. Once items have been shipped, U.S. delivery typically takes 3-6 business days. We do not offer expedited shipping at this time. All orders are shipped via USPS.

Do you ship internationally?

We do not currently ship internationally, but we are working on reaching more Enbies in the near future! Additionally, we do not currently ship to any freight forwarding locations, hotels, PO boxes, military addresses, or Puerto Rico. We apologize for any inconveniences this might cause.

RETURNS & REFUNDS

Do you allow refunds / returns?

We want all of our Enbies to love our products as much as we do, so we offer a 90-day window for returns after the date of purchase. If you are not happy with your order for any reason, please email us at info@enby.nyc, and our Customer Advocacy Team will gladly assist you with an exchange or return. Please note that for reasons regarding health and safety, we are only able to offer refunds and exchanges for unused items at this time.

How long does it take to process a return?

Returns typically take 5-6 business days to process. Once we receive your return, we will credit your original form of payment within 48 hours. Refunds are generally posted via your bank within 3-5 business days of receiving this credit; however, certain banking institutions may require additional days to fully process and post said transaction to your account.

OTHER INQUIRIES

I’m a blogger/influencer and want to review your products. Are you currently offering partnerships? 
We are always on the lookout for new Enbies to partner with via sponsored content and insightful reviews. You can send us a request at info@enby.nyc with “influencer application” in the email title for further details.


Is there a minimum number of followers needed to become an ENBYNYC influencer?
There is no minimum number of followers needed to become an ENBYNYC influencer, as we strive to create an environment where ALL of our Enbies have an equal chance of representing our brand. We value integrity, diversity, and authenticity more than your Instagram engagement.

Do I have to identify as trans, nonbinary, or LGBTQAI+ in order to become an ENBYNYC influencer?
Yes, ENBYNYC was created specifically for trans and nonbinary individuals. It is our goal to remain authentic to our mission statement by working directly with these communities. We do not want to take opportunities away from marginalized voices by building additional room for allies at this time.

Is there currently a brand ambassador program?
ENBYNYC does not currently offer a brand ambassador program, but we encourage you to subscribe to our mailing list so you can be notified when we eventually expand.

I work for a magazine or publication — who can I talk to about products and brand news?

Please send us a query at info@enby.nyc with “publication” in the email title, followed by your press’s full name. We would be happy to answer questions about our unique brand and consider sample requests!

I don’t work for a publication and am not interested in becoming an influencer. Can I still receive a sample?
Absolutely, Enby! We give away select samples with purchases $50 and up.

How do I find out about new products?

The best way to discover new products, stay up-to-date on the hottest deals, browse our current samples, and remain informed on brand news is to join our mailing list! We promise not to spam your inbox!

I am interested in working for your company. How can I apply?
We love that you’re interested in working with us and are excited to connect! Please send your resume to info@enby.nyc with “job application” in the email title.