Endource
Customer Service

Help & FAQ

How it works

How does the service work?

Put at least three items of clothing or pairs of shoes in your box. Select your Service Charge option. Enter your contact, delivery and payment details and select ‘Place order’ in the checkout. At this point, you will only pay for your Service Charge option, unless you already have a monthly or annual Service Charge subscription. Once you receive your box (this usually takes 4 – 7 days), you have up to 5 (7 days, if you have a valid monthly or annual Service Charge subscription) days to try it all on. After that, you’ll receive an email with your receipt and your payment method will be charged for the items you have kept. If you decide you don’t want to keep something, you have 14 days to send it back to us.

What is the service charge?

You don’t pay a premium when shopping on Endource, you only pay what the brands themselves charge you. The service charge helps cover our costs in delivering this great service to you. You can choose to pay per order, or select a monthly or annual subscription in the cart.

Why do I have to put three items in my box before I can check out?

We want you to find the perfect jeans, wedding outfit or holiday capsule in no time. So add in different sizes, brands, colours and that ‘out-there’ item you’d just like to try. You don't pay until you've decided what you want to keep, so don't hold back.

I have three items in my box, why can’t I check out?

To order a box, it must contain three or more qualifying items. A qualifying item is any item of clothing or pair of shoes. Accessories are not qualifying items.

Why do I have 5 days to try my items?

We give you 5 days to try everything on so you have time to figure out what fits you and your wardrobe.

If you have a valid monthly or annual Service Charge subscription, you have 7 days to try on your items.

What happens after 5 days?

After 5 days, we will contact you to let you know that your original payment method will be charged. If you have booked your collection or taken your box to the Post Office, you will only be charged for the items you keep.

If you have a valid monthly or annual Service Charge subscription, we will contact you after 7 days.

Payment

When will I be charged?

If you do not have a valid monthly or annual Service Charge subscription, you will pay for your Service Charge option when you place your order.

When we have received any items you are returning, we will send you a receipt detailing what you’ve kept and the amount we are charging to your payment method.

If we don’t receive any returned items from you after 5 days (7 days, if you have a monthly or annual Service Charge subscription), we will go ahead and charge your payment method.

Why is there an additional £10 charge on my card?

When you enter your card details in the checkout, we request an additional £10 payment from your card to authorise it and help prevent fraud. The payment will be voided, though you may see it on a card statement.

What payment methods can I use?

We accept all major credit and debit cards.

Why do I have to enter my card details in the checkout?

Even if you have a valid monthly or annual Service Charge subscription, we need you to submit your card details. This enables us to carry out a standard credit check and request an additional £10 payment from your card to authorise it and help prevent fraud. The payment will be voided, though you may see it on a card statement.

We take payment security very seriously. All credit and debit card payments are processed and fully encrypted using secure systems, powered by Braintree Payments.

Why are the prices different to my original order?

As part of our commitment to never paying more than shopping directly with our featured brands, we sometimes adjust prices to match current offers. The prices on our site are updated regularly to ensure they are as accurate as possible.

How do I know I’m getting the best price for my items?

At Endource you will never pay more than shopping directly with the brand. The prices on our site are updated regularly to ensure they are as accurate as possible.

Faster shopping

Endource safely stores your credit card details, making it quicker and simpler to shop with us. Your full card details will never be displayed, except for the last four digits so that you know which of your cards you are using. If you’d like to change the card you’re using, select the dropdown menu in the ‘Saved cards’ box in the Payment Verification section of the checkout. To add a new card, select ‘Add new card’, next to the ‘Saved cards’ box.

Delivery

How long does delivery take and how much does it cost?

We strive to deliver your order as soon as possible. Please allow between 4 and 7 days.

Delivery is included in our service charge.

Which delivery providers does Endource use?

We use UK Mail to deliver and collect Endource boxes. We also use Royal Mail, if you want to return your box to the Post Office.

Can you guarantee arrival date and time?

Due to various factors in creating and delivering a box, we can’t guarantee an exact arrival date. If your box hasn’t arrived within 7 days, please email contact@endource.com .

Do you offer next day delivery?

Currently we don’t offer next day delivery.

Can I change or amend an order once it’s been placed?

Before your box has been dispatched we can cancel an item, change the size or edit your payment and delivery details. If you need to make any amendments, please email contact@endource.com

Where do you deliver to?

Currently we can only deliver to UK addresses.

Where is my order?

Once your box has been dispatched, you will receive an email from us. Select the ‘Track your delivery’ button to find out where your box is.

Damaged Box

We pack every order with great care, however, boxes may occasionally be damaged in transit.

If, when you or a nominated person receive your box, it is broken or unsealed, please refuse to accept it from the delivery driver, who will return it to us. Please email us as soon as possible to let us know what has happened: contact@endource.com.

According to the Consumer Rights Act, once your box has been received by you or a nominated person, or it has been left in a specified safe place by the delivery driver, you become responsible for the condition of the box and its contents. Please get in touch with us as soon as possible to let us know if there’s an issue.

If you accept a broken or unsealed box and there are missing items, you will be charged for them.

Returns

How do I return an item?

If you don’t want to keep an item and you don’t want to be charged for it, please send it back to us within 5 days of receiving your box. We offer a free collection service, or you can use the free returns label inside your box and take it to the Post Office.

Pack your items into the original box and seal it securely. Please make sure your items are returned new, unused and with all Endource and brand garment tags still attached. Returns that do not meet our policy will not be accepted.

To arrange a free collection, please follow the steps below:

  1. Go to https://www.endource.com/returns and enter your order number. You can find your order number at the top of any emails we have sent you regarding your order, or in the Order History section of your account.
  2. Choose which date you would like your box to be collected and select Book Collection.

If you would like us to collect your box from a different address to the one it was delivered to, please email contact@endource.com. Please email contact@endource.com if you have any further questions.

Can I send an item back more than 5 days after receiving my box?

You will be charged 5 days after receiving your box (7 days, if you have a valid monthly or annual Service Charge subscription), but you can still return items up to 14 days after it has been delivered to you, using the steps outlined above.

If I return something after 5 days, when will I receive my refund?

If your return is within 14 days, your refund will be issued once we have processed your returned items. Payments can take up to 14 working days to process. Please note that returned items will be refunded excluding any delivery fee. Items returned after 14 days will not be refunded and will be sent back to you.

Late Returns

If you want a refund, your items must be sent back to us within 14 days of receiving your order.

Can I exchange an item?

We do not offer exchanges. Instead, we recommend placing a new order for the required sizes. Remember, you can add as many sizes as you like to your order and you won’t be charged.

What is your returns policy?

All items must be returned new, unused and with all Endource and brand garment tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer.

Late Returns

Your purchase should be sent back to us within 14 days of receiving your order. Returns outside of this period may be accepted at the discretion of Endource.

Clothing

Please take care trying on items as all products must be returned in a new and unused condition with all Endource and brand garment tags still attached.

Bags

Please handle light-coloured bags carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-coloured bags.

Shoes

When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Returns must also include the dust bag and box. Any stickers or tags must be attached and intact.

Earrings

For reasons of hygiene, we can’t accept returned earrings.

Underwear and hosiery

For reasons of hygiene, we can’t accept returned knickers, tights or stockings. Returned socks, bras, bra-lets and sports bras must be in their original packaging with Endource and brand tags intact.

Swimwear

Swimwear should be tried on over underwear, without removing the protective hygiene adhesive strip. Returns will not be accepted if this strip has been removed or if items are soiled, and will be sent back to the customer.

Colours

We have made every effort to display the colours of the products which appear on Endource as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.

Faulty items

Please note that items which are damaged as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. If your item is faulty when you receive it, please email contact@endource.com within 14 days.

Out of stock items

Why was an item I selected unavailable?

From time to time items go out of stock before we are able to send them to you. Where this happens we will cancel this part of your order and you will not be charged.

Customer service

Who should I contact to resolve a problem with my order?

We're here to help. Please send any problems or questions to contact@endource.com

Security

Is it safe to order online through Endource?

We take payment security very seriously. All credit and debit card payments are processed and fully encrypted using secure systems, powered by Braintree Payments. Terms and Conditions Cookies and Privacy

Subscription and membership

How do I cancel my Service Charge subscription?

You can cancel your subscription by emailing us up to 7 days before the next subscription payment is due, by emailing contact@endource.com

How do I unsubscribe from Endource emails?

If you would like to unsubscribe, click on the 'unsubscribe' link on the next email you receive. This will remove you as a subscriber to Endource and you will not receive any further Endource newsletter emails.

You can also deselect the ‘Email me Sale Alerts & Style Advice’ box in the Settings area of your account.

How do I delete my Endource account?

If you would like to delete your account, please email contact@endource.com or send a letter to: Endource, N001A, Vox Studios, 1-45 Durham Street, London SE11 5JH.