Question 1

Who runs Enso?

Accepted Answer

Enso Enterprises Ltd. (エンソウ株式会社), a company in Satte, Saitama, Japan, licensed as a second-hand dealer (No. 452650007238, Saitama Prefectural Public Safety Commission). We are the seller of every item on the site.

Question 2

Do you offer proxy buying or forwarding?

Accepted Answer

No. You can buy only the items listed on this site, which we own and ship ourselves.

Question 3

Are the items new?

Accepted Answer

They are secondhand unless the product page says otherwise. The condition grade, test result and photos show what you will receive.

Question 4

Where do items ship from?

Accepted Answer

From our warehouse at 598-4 Matsuishi, Satte, Saitama, within 5 business days after payment.

Question 5

Are the photos of the actual item?

Accepted Answer

Yes. The photos show the exact item you will receive, taken at our warehouse.

Question 6

What do the condition grades mean?

Accepted Answer

There are six: New, unused; Like new; No noticeable marks; Minor marks; Visible scratches or marks; Poor condition. See Condition grades and test results.

Question 7

What does the gold seal mean?

Accepted Answer

It marks electrical and mechanical items whose functions were all tested at our warehouse and work normally.

Question 8

Why is there only one of each item?

Accepted Answer

Each secondhand item is one of a kind. It is also offered on other sales channels, so it can sell elsewhere at any time.

Question 9

Are items genuine?

Accepted Answer

If an item turns out not to be genuine, we accept the return and refund you in full.

Question 10

When is my order confirmed?

Accepted Answer

When we have confirmed the item is yours and charged your card. We email you a confirmation.

Question 11

What if the item sells elsewhere while I pay?

Accepted Answer

You are not charged for it. In an order with several items, we charge only for the items we could secure.

Question 12

Which payment methods do you accept?

Accepted Answer

Visa, Mastercard, American Express, JCB, Diners Club and Discover cards, and Apple Pay, Google Pay or Link when shown on the payment page.

Question 13

Are there any fees besides the price and shipping?

Accepted Answer

We do not add a service fee or card fee. Import charges and card-issuer fees may apply separately. Redelivery after an address error, and returns caused by a refusal to pay import charges attributable to the recipient, can involve costs under Shipping Policy section 7 and Article 8 of our Terms of use.

Question 14

Which currency will I be charged in?

Accepted Answer

Japanese yen. The dollar figure on the site is only a guide; your card issuer converts the amount at its own rate.

Question 15

Do you store my card number?

Accepted Answer

No. Card details are handled by Stripe; we never receive the full card number or security code.

Question 16

Where do you ship?

Accepted Answer

Within Japan by Yamato Transport and to other countries by Japan Post, except where the carrier does not deliver.

Question 17

How long does delivery take?

Accepted Answer

We ship within 5 business days after payment. Then usually 1–3 days in Japan; abroad, EMS 3–10 business days, air parcel 7–20 days, SAL 14–28 days, surface mail 1–3 months.

Question 18

How is shipping calculated?

Accepted Answer

Each item ships as its own parcel. The charge depends on its size, the destination and the method, and is shown before you pay.

Question 19

Do I pay import duties?

Accepted Answer

Import duties, taxes and customs fees may apply depending on the destination and the item. Any such charges are paid by the recipient to customs or the carrier and are not part of your payment to us.

Question 20

How do I track my order?

Accepted Answer

We email you the tracking number when the parcel ships. You can also open the order in My account → My orders.

Question 21

Can I cancel my order?

Accepted Answer

Yes, free of charge until it ships: email us with your order number. Orders cannot be cancelled after shipping.

Question 22

Can I return an item if I change my mind?

Accepted Answer

No. Because items are secondhand and their condition is shown in advance, we do not accept returns for a change of mind.

Question 23

When do you accept returns?

Accepted Answer

If the item does not match its description, the wrong item arrives, it was damaged in transit, an item sold as working does not work, it is not genuine, or it does not arrive.

Question 24

How soon should I contact you?

Accepted Answer

Promptly, with your order number. For delivered items, preferably within 7 days, with photos of the packaging and item. For non-delivery, after the estimated delivery period ends; for loss, after you learn of it; no photos are needed for these. These timeframes do not limit your statutory rights.

Question 25

When will I get my money back?

Accepted Answer

We process your refund within 5 business days after we receive your pre-shipment cancellation request, decide to cancel your order, receive the returned item and confirm the reason, or complete our check of the shipping records for non-delivery or loss, as applicable. If your card was not yet charged, we cancel the authorization instead. Refunds then usually appear on your card within 5–10 business days, but may take longer.

Question 26

Do I need an account to buy?

Accepted Answer

Yes. You can browse without one. Signing up needs an email address, a password and a 6-digit code we email you.

Question 27

How do I delete my account?

Accepted Answer

Open My account → Profile and security and choose Delete account. This is not possible while an order is paid but not yet delivered.

Question 28

What do you use my personal information for?

Accepted Answer

To sell and ship items, take payments and make refunds, answer you, prevent misuse, and keep records required by law. See our Privacy policy.

Question 29

Which cookies do you use?

Accepted Answer

Only the cookies needed to keep you signed in and remember your language. We do not use analytics or advertising cookies.

Question 30

How can I contact you?

Accepted Answer

Email business@en-so.asia, or call 0480-31-8280 on weekdays, 10:00–17:00 Japan time (excluding Japanese public holidays and the New Year period). Please include your order number.

Question 31

Which language version applies?

Accepted Answer

Our terms and policies are published in Japanese and English; the Japanese version is the official text.

Frequently asked questions

About Enso

Items and condition

Ordering and payment

Shipping

Cancellations, returns and refunds

Account and privacy

Contact