My package hasn't arrived yet - what should I do?

Updated by Encelia Support Team

United States

Take a look at your tracking information.

  1. If it’s still in transit with recent updates - be patient, sometimes carriers can get backed up. The expected delivery date should update with a new time.
  2. If it’s still in transit with no new updates - contact the carrier for more information.
    1. If the carrier is not able to provide you with further information, please reach out to us at help@enceliahair.com - we'll be happy to help!
  3. If it shows the package has been delivered - follow this article for the next steps.

International

Take a look at your tracking information.

  1. To track your order - input the tracking number on the DHL website here.
  2. If it’s still in transit with recent updates - be patient, occasionally DHL can get backed up. The expected delivery date should be updated with a new time.
  3. If it’s still in transit with no new updates - contact DHL, using your tracking number,  for more information.
    1. If the carrier is not able to provide you with further information, please reach out to us at help@enceliahair.com - we'll be happy to help!
  4. If it shows the package has been delivered - follow this article for next steps.

If you have any questions, feel free to email our Encelia Hair Support team at help@enceliahair.com - we'll be happy to help.


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