FREQUENTLY ASKED QUESTIONS

GENERAL

What is Entoama?

Entoama (“together” in ancient Greek) is the world’s first social marketplace for individuals and locally made goods on every inch of our planet – not only is Entoama a place to buy direct from the maker, but also a place where you can hear the maker’s story. How they create their goods -- what materials they use, the process, time and effort it takes to create their craft. You also have the opportunity to hear the history of the product, and maker.

Entoama enables craftspeople, artists, artisans, and designers to promote, sell their products and tell their story in a marketplace environment that gives back and pays it forward. If you would like more about Entoama go to our About Us section

I haven’t received my registration email

Your registration email may have been intercepted by a spam or junk mail filter on your email account. If you are able to retrieve it, you will need to add Entoama to your address book or list of approved senders to ensure that you receive any future notifications. You may have to log in to your webmail to access your spam folder.

Some workplace accounts filter out automatic notifications before they reach you. We recommend using a personal email account.

If you can’t find your registration email in your junk mail or spam folder, please Contact Us.

I can’t log in

If you’re having trouble logging in, please check the following:

  • Your username is entered correctly with no spaces before, after or in between your email
  • Your password is entered correctly with no capital letters other than those indicated and no spaces before, after or in between.

Your browser has cookies enabled. If you don’t have them enabled, you won’t be able to login. Find out more aboutenabling cookies.

If you still can’t log in, please Contact Us. Be prepared to provide the name of your operating system and the browser (i.e. Windows 10 with Internet Explorer 11), this will help us to track down the cause of the problem.

Enabling cookies

Please click on this link for instructions to enable cookieshttps://support.google.com/accounts/answer/61416

Does it cost money to sign up?

No, it’s free! Registering on Entoama costs nothing, and there are no additional costs to shoppers, just the stated price of purchase, taxes and shipping.

Can I sign in as a guest?

If you have found the perfect thing on Entoama, but you’re not ready to commit to creating an account? You can check out as a guest.

To check out as a guest:

  1. Add an item(s) to your cart.
  2. Select cart.
  3. Choose how you’ll pay.
  4. ClickProceed to checkout.
  5. Type in your email address and clickContinue to checkout. We’ll send your receipt to this email address. This doesn’t create an Entoama account for you.
  6. If you have an Entoama account under that email address, you’ll be prompted to sign in.
  7. Enter your shipping information.
  8. ClickContinue to payment.
  9. Add your payment information.
  10. ClickReview your order.
  11. Choose your shipping method and add an optional note to the seller.
  12. ClickPlace your order.

When your order ships, you'll receive a shipping confirmation email from Entoama. If the seller has provided a tracking number, there will be aTrack your package link at the top of the email.

Buying safely

Here are some best practices to help ensure safe purchases on Entoama.

Overall, we encourage you touse your best judgment. If something seems shady or too good to be true, it’s best not to risk it.

Credit card safety

  • Never give your full credit card number, tax identification number, social security number or password in an email, or over the phone.
  • If you are making a transaction in person, do not speak your credit card information aloud. Be sure to sign for the transaction and request a receipt.
  • Check your credit card statement regularly to track your spending and card activity.
  • Keep track of your credit card: who is authorized to use it, and who has access to it.

Internet/Computer safety

  • Change your passwords on a regular basis. The more complex a password is, the better you’re protected.
  • If you share your computer or device, sign out of any website accounts before letting others use it.

On Entoama

  • Check a seller’s reviews and shop policies before purchase
  • If you see an unrecognized charge from Entoama on your bank or credit card statement,contact our group of specialists, and they will help you investigate.
  • Keep your transaction on Entoama. We can’t verify or assist with payments made outside of Entoama Payments or PayPal.
  • If you receive a suspicious email claiming to be from Etoama, forward it to us at hello@entoama.com.
  • If you supply materials for a custom order from a shop, you do so at your own risk.
  • In some circumstances, Entoama may use a third-party encryption service, SendSafely, to securely request additional information to confirm a transaction, such as a copy of government-issued photo ID.

Buying on ENTOAMA

How to purchase an item?

1.Find an item you want to purchase on Entoama.com.

2.Choose the options you want for that item, if applicable.

3.ClickAdd to cart.

4.Take any of these optional steps:

Why wasn’t my purchase completed?

When we aren’t able to process your Etoama order, you'll receive an automated email letting you know. If you can’t find the email, search your inbox for emails from hello@etoama.com and check your spam or junk mail folders as well.

If we couldn’t process your order, this may be because of several reasons, which could include:

  • An issue processing the payment on the seller's end
  • The shop being temporarily unable to accept orders
  • Trying to make a purchase with a prepaid card. You can’t use a prepaid credit card.
  • You used multi-shop checkout and one of the payments couldn’t be processed

We aren’t able to share details about the status of another member’s shop, but please know that our teams work with sellers every day to resolve these issues, and pleasecontact us, if you need more assistance.

If your order was canceled by the seller, this will be indicated in an automated email about the cancellation.

How to get help before I place an order?

Not ready to complete your purchase? We’d love to help!
Contact Etoama Support athello@entoama.com 

What is the processing time for an item?

The processing time is the length of time the shop/seller needs to get an order ready to ship, or the length of time between when you place an order and when the shop ships your order.

Sellers will set the processing times for items in their shop. The processing time can vary from item-to-item within one shop.

You can find the processing time for an item on the item’s listing page:

  1. Click an item you’re interested in on Entoama.com
  2. On the listing page, you’ll see either:
    • Ready to ship in: This shows the development or processing time for the item.
    • Estimated delivery date: The date range when you can expect this order to arrive.

How to request a personalized or customized item?

Right now we do not offer any personalized or customized items on Entoama. We are growing and changing day-by-day, so check back to see if this is a newly added feature.

Purchasing and shipping internationally

Each seller on Entoama determines their own shipping methods, and each shop has different options for shipping around the world.

Determining where a shop ships to:

Check the seller's shop policies for shipping options and the countries they ship to. Look for the Shop policies section near the bottom of the shop's home page. You can also click the View shop policies link on any listing page in the item details.

What forms of payment do you accept?

We currently accept PayPal and major credit cards for online purchases:

  1. Visa (put visual)
  2. Mastercard  (put visual)
  3. American Express (put visual)
  4. Discover  (put visual)

When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

You may see a pending transaction on your credit card bill for a small amount. This is a pre-authorization test to ensure your card is valid. Once your card has been validated, it will be dropped from your statement.

How to pay with PayPal

You can pay for most items on Entoama using PayPal. Generally, you must be in a country that supports PayPal and have a PayPal account to pay with PayPal.

As Paypal does not operate in Turkey, PayPal is not available in shops or for buyers located in Turkey. Additionally, with Entoama Payments, sellers in Israel cannot currently accept PayPal payments

To pay with PayPal:

  1. In your cart, clickPayPal underHow you’ll pay.
  2. ClickPay with PayPal
  3. You’re directed to PayPal. Sign in and follow the steps in PayPal to confirm your payment method and order details
  4. After you confirm your payment in PayPal, you’re directed back to Entoama
  5. ClickPlace your order to complete your purchase

If you have trouble with paying with PayPal, reach out toPayPal support, or select a different payment method (if available).

PayPal is a third-party payment processor who manages and processes their own transactions.

How to return or exchange an item?

Please check with the seller to see their refund/return policy.

What are shop policies?
Each seller on Entoama is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from shop-to-shop.

Before purchasing, review the shop’s returns and exchanges policy. You can find the shop’s policies on the listing page underShippings & Returns, or by clickingPolicies at the top of their shop homepage.

What should I do if the seller doesn’t accept returns?

If the seller doesn’t accept returns, you may be able toopen a case with Entoama. You can open a case if your order wasn’t as it was described on Entoama.

Please Contact Us on for further more information.

Credit card security information

Entoama’s Risk Operations team is charged with safeguarding Entoama and its community from financial harm. This includes, but isn’t limited to:

  • Preventing fraudulent purchases
  • Investigating phishing emails
  • Responding to certain credit card disputes
  • Verifying the identity of certain sellers

Secure payments on Entoama

All credit card information sent to Entoama is encrypted using Transport Layer Security technology (TLS) and tokenized with our credit card processors. Entoama does not store any sensitive credit card information, only tokens returned to us by our processors.

Entoama implements appropriate industry standards to protect other payment and personal information submitted to us, both during transmission and after Entoama receives it. For buyers in the EEA, which comprises the EU, Norway, Iceland, and Liechtenstein, you may be asked to authenticate your payment when you place your order in accordance with the EU Payment Services Directive (PSD2).

For more detailed information regarding our efforts to keep our site secure, as well as information on ourPrivacy Policy.

Chargebacks

A chargeback is when funds are returned to a credit card owner after they report an incorrect or unwanted transaction on their card to the credit card company. Chargebacks are filed for a number of reasons, but in some cases they can be due to fraud.

We’ll investigate the dispute to see if it’s valid. If additional information is required from you to resolve the dispute, you will be contacted at the email address you used to open your Entoama account.

Unrecognized credit card charges

If you see unrecognized charges from Entoama on your credit card or bank statement, it can be due to a number of things. Please review these scenarios:

I see Entoama on my statement instead of the seller I purchased from

Entoama is an online marketplace. When you place an order on Entoama from one of our sellers, Entoama is the merchant of record which means you will see a transaction from Entoama on your statement. Depending on your location at time of purchase, transactions are processed in our office at Brooklyn, New York.

A family member purchased something on Entoama

We often find that unrecognized charges may have been placed by a family member, friend or coworker who may have had your permission to use your card. We suggest reaching out to any family members, friends or coworkers who may have had access to your financial information or to your device.  

How to contact Entoama about the charge

If you're still unable to confirm the charge, clickContact Us, where we’ll ask you to share some details. A specialist will look into the transaction and reply via email once we have completed our review.

Update your browser

When using an outdated browser, you may have trouble viewing entoama.com. You could also encounter issues when trying to access certain features. To provide you with the best possible experience on the site, we encourage you to update your browser.

Abrowser is an application on your computer that allows you to browse the internet. Most browsers are free to download. See what browser you’re usinghere.

If you're suddenly having trouble viewing pages

Some of the newer features we are rolling out are not supported by older browsers. You may notice that certain pages will not load, or you may encounter bugs.

Other reasons to update

Out of date browsers may operate more slowly and contain security risks. Keeping your browser up to date ensures that you will be able to access the latest Entoama features more quickly and securely.

How to update

For instructions on how to update, visit your browser's help pages. We recommend using one of these browsers:

Scam and Phishing emails

Phishing" is when scammers send emails or text messages to trick you into giving them your personal information. These emails and messages can impersonate a company or business.

Tips to avoid phishing and other scams

  • Make sure your internet browser is on www.entoama.com before signing in to your account or entering any personal information.
  • Don't share sensitive account details such as your password or bank account number. Entoama will never ask you for your password, bank account, or IBAN number in an email.
  • Look for telltale signs of a phishing email, especially poor spelling and grammar or links requesting your password, bank account details, or credit card number. Take a moment to familiarize yourself with phishing email scams and how to recognize them here:http://www.onguardonline.gov/phishing
  • Change your password often
  • Don't use the same password across multiple sites.
  • Turn on two factor identification in your Entoama account.
  • If you receive a suspicious email that says it is from Entoama, please let us know by forwarding it to hello@entoama.com.

I see Entoama on my statement instead of the seller I purchased from

Entoama is an online marketplace. When you place an order on Entoama from one of our sellers, Entoama is the merchant of record which means you will see a transaction from Entoama on your statement. Depending on your location at time of purchase, transactions are processed in Brooklyn, New York, USA

A family member purchased something on Entoamaan 

We often find that unrecognized charges may have been placed by a family member, friend or coworker who may have had your permission to use your card. We suggest reaching out to any family members, friends or coworkers who may have had access to your financial information or to your device.

How to contact Entoama about the charge

If you're still unable to confirm the charge, clickContact Support, where we’ll ask you to share some details. A specialist will look into the transaction and reply via email once we have completed our review.

Selling On Entoama

What can I sell on Entoama?

Any item or art created, handmade or handcrafted by you and not mass produced, you can sell it on Entoama’s marketplace.

What is considered a “handmade” item? 

We define a handmade or handcrafted product as

  • Substantially made by hand, and made by you
  • A unique design, designed by you
  • May contain factory made components, but is assembled by you in a unique and creative way, or in a way requiring unique or special skill
  • May be originally factory made, but is recycled or repurposed specifically by you in a unique way

What can’t I sell on Entoama?

Entoama was built for makers, artists, artisans, designers and craftspeople, specifically to cut out the factory who is building for the masses, but for buyers looking for unique handcrafted creations. The following items are not allowed on Entoama:

  • Anything mass-produced and unaltered
  • Anything that you’re reselling, whether it’s handmade or not
  • Anything that is not made or repurposed by you
  • Anything that does not comply with Entoama’s terms and conditions
  • Anything that is made by real (not synthetically made) leather

Can I sell jewelry made from mass-produced components?

As with all products on Entoama, component jewellery must meet with our definition of handmade. So, jewelry using mass-produced components can be sold on Entoama, but it must be assembled or repurposed by you in a creative way. We recommend that you describe your working process in your product descriptions so that buyers can see how you’ve developed your creation.

Please contact us if you’re not sure whether your product meets our criteria.

Why can’t I add my products?

Before adding your products to your profile, you have to fulfill all the rest of the blank spaces on the previous sections. Those sections are

1)CREATE YOUR PROFILE,

2)PAYMENT DETAILS.

If you need further assistance please on our live Customer Service chat or by email at hello@entoama.com

Why wasn’t my account approved?

There are certain criteria to join Entoama team, become a seller and have your own e-shop on Entoama. Please make sure you follow our instructions when you sign up with us and create your account!

  1. Any product you list on Entoama has to be created, handmade or handcrafted by you.
  2. Your profile has to meet the following requirements :
  • We need to see YOU, and so do your customers! Here at Entoama it is very important to know the artist behind the creation, so please upload a clear high-resolution profile picture of you.
  • All fields must be filled except from the logo.
  • Time to shine! In your story, you are the lead. Share a bit about you. Remember your story is really important to our marketplace, this is one of the aspects that make it differ. Here are a few helpful questions to answer when writing down your story.

-What or who inspired you to start this journey of being a crafter or an artist?

-Do you remember your first creation?

-What about creating, you love the most?

-Is your art influenced by your hometown’s or your family’s tradition?

-Do you work alone or you have a partner/team? Tell us a few things about your teamwork.

-Are you using your art to share with the world something special about you, your feelings, or your beliefs? Or maybe just pass along a message through your work?

-What materials do you use? Why?

-What makes you as an artist and your creations stand out?

   3. Please keep in mind the following when uploading the pictures of your creations.

  • Take your products to a sunny/bright place to do the photoshoot.
  • We strongly recommend having a clear background.
  • If your products colors aren’t bright you can use a monochromatic background to boost them up.
  • Use clear and detailed pictures because there will be a magnified option.
  • One product per picture, unless it’s a pair, we don’t break pairs up, right?
  • Have a few perceptions of the product, include a common object for scale or show it on a model (the model could be you or any of your friends).
  • It’s fine if you don’t mind the recommended size of the picture. It’s really important though to keep the scale of the recommendation as is. If we recommend a square picture just keep it square. There is a reason.

   4. In the listing price of your product you must include the shipping costs. Please do research ( each country has different shipping methods and prices ) and add the shipping cost on your price because we ship all the products worldwide.

Do I need a profile picture to sign up as a seller?

Entoama is a social platform developed specifically for you to share your stories and culture through your creations. Everything starts with you! Your creations are a part of you; they represent your personal stories, your cultures, your struggles, and the way you express yourself. We want our customers to know who is the master behind the product, who does all the work that goes into creating each piece of art. We want to meet you and so do our customers.

How do I create a PayPal account?

To join Entoama you have to own a PayPal account. In order to provide a consistent experience for buyers, Entoama is mandating that all eligible sellers accept credit cards through Entoama Payments. We recommend that you use our integrated PayPal offering so all of your sales go to your account no matter how your buyers pay but you can choose to keep your PayPal sales separate and get paid to your personal, standalone PayPal account.. If you don’t have one already here’s the link where easily you can create your own.

https://www.paypal.com/home

Do I need to have my own business to join Entoama?

To join Entoama you do not have to own you’re your business. Here on Entoama, we are always looking for individuals that are passionate about their art and love to work with their hands.

 

Vat for sellers

Enotama cannot provide advise on VAT requirements in your location, please consult your local tax authority or a licensed professional.

How do fees work on Entoama?

Signing up and having an e-shop on Entoama is free. There are two basic selling fees: a transaction fee, and a payment processing fee. Once an item sells, there is a 7% transaction fee on the sale price (including the shipping price you set). If you accept payments through Entoama Payments, we also collect a 3% payment processing fee when an item is sold.

Adding sales tax to products

Here at Entoama we cannot provide specific tax advice. It's up to each seller to research their local laws about collecting and reporting taxes for their sales at Entoama. Tax regulations can vary by state/country. If you are not sure how to charge tax, we highly recommend you to consult an accountant or other experts in your area.

When Can I receive my payment?

Upon approval of the purchase of a product by Entoama, the amount is frozen from the buyer’s account and the seller’s payment process is completed 15 days after the estimated delivery of the product. For more information please Contact Us on our live Customer Service chat or by email at hello@entoama.com

 

Free Shipping

Entoama wants you to offer free shipping on your creations to buyers anywhere in the world. The simplest way to make free shipping work for your shop is to include the shipping cost into the price of your products. How you decide and set your final prices is totally up to you and depends on the shipping costs of your country. For more information please our live Customer Service chat or by email at hello@entoama.com

How to Set Up Estimated Delivery Dates

If you're an Entoama seller, you may add for your convenience your shipping details to show your customers the estimated delivery dates for their orders. REMEMBER we are shipping worldwide so depending on where your shop is located, you may inform your customers for different options. To help with more information to your buyers, we suggest you to mention the estimated delivery dates on the description of your listings.

On Entoama, a parcel which has arrived anywhere within the estimated dates is considered to have arrived on time. As long as you have valid proof that your parcel is delivered on time by you, then you will not be responsible for any delays may supervene in transit, caused by the carrier.

Why my description and story is so important? 

We look forward to getting to know you and your craft, while giving you a platform to introduce yourself and your work to the world! Our goal is to give you a platform not only to sell your products, but also to have your voice be heard by sharing your story along with your art/craftsmanship. We value your work and we want our customers to know the person behind the creation. That’s why here on Entoama, our social platform, your story and description is so important! For more information please Contact Us our live Customer Service chat or by email at hello@entoama.com

How do I crop and resize pictures in the seller’s app?

Follow the steps: Login as a seller. Add product. Green button +Add product. Add images and everything needed. Click save. Go back to products by choosing PRODUCTS on the left upper corner. There you can see all your products.

Choose the product you want to fix by clicking on the three dots (· · ·), choose edit. In the section product image, below your pictures choose view all. Click once on the picture you want to fix and then Action. Choose crop to cut the picture, a cross appears you select the part of the picture you want to keep, and then save. Choose resize to see and change the pictures pixels, change the width and height of the picture. When you are done click save.

How do I add variants as size or color to my product?

Follow the steps: Add the main product and description, add all photos (if there is an obvious variant as color) at once. Click save. Go back to the products by choosing PRODUCTS on the left upper corner. There you can see all your products.

Choose the product you want to fix by clicking on the three dots (· · ·), choose edit. Choose Add Variant. Click on Add image, you can choose from the pictures you uploaded before. Click once on the picture you want and Save. In the title section, you write the specific color (for example red), or size (for example large). You write the price you want this specific product to have (it can be different from the original product), add the quantity and the weight for that product. Click Save. Follow the same steps in order to make all the variants your product may have.

SHIPPING

Will I be charged for shipping?

Entoama offers to all of our buyers a free worldwide shipping.

Extra charges may occur from country to country or continent.

What is an estimated delivery date?

The estimated delivery date is when your order should arrive. Generally, the estimated delivery date is based on a combination of the development and/or processing for the items you ordered, the transit time, and the date you ordered an item.

For example: If the processing time for an item you purchased is 3-5 days, and the transit time for the shipping method you chose is usually 2-4 days, your estimated delivery date is 5-9 days from the day you order an item.

To see the estimated delivery date for your order on entoama.com:

  1. On entoama.com click theYour Account icon.
  2. Click Purchases and Reviews.
  3. If available, the estimated delivery date will be to the right of your order.
  4. If you are buying from an international shop, please consider extra time it might take if it’s coming from across the world.

Why don't I see an estimated delivery date for my order?

Not all orders will have estimated delivery dates. Estimated delivery dates depend on the order’s shipping settings, which are set by the seller

When purchasing an item with an estimated delivery date, your rights and obligations remain largely the same as described in ourTerms of Use andBuyer Policy, but your ability to leave a review or file a case will be possible 1 day after your item was supposed to be delivered.

Verified shipping addresses

When a US-based buyer enters an address, Entoama will check to see if that address matches the address that is on file with the U.S. Postal Service (USPS). If the address does not match, a suggested address will be presented to the buyer. The buyer may choose to use either the suggested address or the address as originally entered.

Any differences between the suggested address and the original address will be highlighted for the buyer to review before proceeding to complete his or her purchase. It will look like this:

When a buyer has verified that the USPS version of their address is correct, you will see a message indicating this when the order appears in your Sold Orders:

It will also appear on the order’s receipt itself.

If you are purchasing a Shipping Label using one of these addresses, you will see a message indicating that the address has been verified by the USPS:

Buyer-Verified Address

If a buyer finds that the USPS-suggested address is inaccurate or missing pertinent information, they may opt to select the address as it was originally entered and proceed to Checkout. We will also let you know if this is the case on your Sold Orders and Receipt pages.

If you are purchasing a Shipping Label using one of these addresses, you will see a message indicating that the address has been verified by the buyer.

 

How do I contact Entoama for shipping support?

Please send an email to hello@entoama.com

What do I do if I didn’t receive my order?

If you haven’t received your order, you should check if the shop shipped your order yet. To check if your order was shipped:

  1. On Entoama.com, click theYour Account icon.
  2. ClickPurchases and Reviews
  3. To the right of your order, you’ll see eitherNot Shipped,Shipped, orDelivered.

My order is Not Shipped yet

If your order isNot Shipped yet,contact the shop through our message centerto see when the seller will ship your order.

Items on Entoama include processing item timeframes that the sellers set to let you know how soon they can ship an order. Check the processing time or estimated delivery date to know when the item should have been shipped.

My order was already Shipped

If your item isShipped, check if the seller added tracking information. Tracking information is provided by the shipping carrier and usually provides updates on where your order is in transit.

If no tracking information was provided,contact the shop through our message centerto see if they have tracking information for your order.

My order was Delivered

If your order isDeliveredbut you haven’t actually received the item, there are a few things you can do.

  • Check with neighbors to see if the package was delivered to them accidentally.
  • Contact your local post office for help locating the package. Provide them with the tracking number, shipping service name, and your shipping address. You may have tocontact the shop through our message center to get some of these details.
  • Ask the seller if they’ll assist you by opening a claim with the shipping service.

How to contact Entoama support

Entoama Support can help you with account, shop, or purchasing issues over chat or email. Contact us.

You need to sign in to your Entoama account to contact Entoama Support.I’m having trouble signing in.

Problems with your order

If you don't receive your order or it doesn't match the description in the listing on Entoama, you canopen a case with the seller.

I’m having trouble checking out

If you’re having trouble checking out on Entoama, check these common issues:

  • I’m seeing an error when I try to check out
  • My order is still processing

I’m seeing an error when I try to check out

If you see the error: "There was a problem with your order. Please try again, if you continue to have problems, please contact support."

Then: Review the billing and shipping information you entered and check that it’s correct. If it is correct, clickContact support.

If you’re having trouble paying with PayPal, you should contactPayPal support.

My order is still processing

If you received an email from Entoama saying that your Entoama order is still processing, it means that your purchase is being screened by Entoama’s third party partner. All Entoama Payments orders are screened to ensure that the orders are legitimate and to protect from possible fraud.

Most orders are processed in under 72 hours. You’ll receive a confirmation email when the review is complete.

Why is there a charge on my card if my order is still processing?

You may see a charge on your credit card or bank statement while we work to process your order. The charge will only be finalized when the purchase has been processed successfully.

Why was my credit card declined during checkout?

There could be several reasons why your credit card was declined while checking out.

Check each of these issues:

  • Update the payment information for your order
  • Authorize the transaction with your bank and/or credit card
  • Check that you’re within your daily withdrawal limit
  • Use a different payment method

If your card still isn't approved after trying these steps, please contact your bank or credit card provider for further assistance.

I’m trying to pay with PayPal

Credit card payments can also be processed through PayPal. If you're using PayPal,contact PayPal directly for more information, or select a different payment method (if available).

Update the payment information for your order

If you have an Entoama account, you may have saved your information, and it may be out of date. Check:

  • Did your billing address change recently?
  • Did you get a new card with a new expiration date?
  • If you’re using your credit card for the first time, make sure you entered your card information correctly.

You can update your saved payment details:

  1. On Entoama.com, click theYour Account icon.
  2. ClickAccount settings.
  3. Click Credit Cards.
  4. ClickEdit on the card you want to update.
  5. ClickSave.

Authorize the transaction with your bank

Your bank may flag any unexpected activity on your account. This includes first time orders and high-value purchases, regardless of the amount of funds or credit limit available.

Your bank may require your verbal authorization to proceed with a transaction.

Check that you’re within your daily withdrawal or purchase limit

Most banks have limits on how much money can be charged or accessed in a single day. If you reach this limit, your bank may block your account from any further activity regardless of available funds in the account.

Your bank may require you to request a higher purchase limit to complete the transaction.

If you’re purchasing from multiple shops at once, your debit or credit card will process it as one transaction. If your card isn’t approved, the entire transaction will fail. If you've reached your bank's limit, you need to reduce the amount of your transaction. You can do this by moving some items to the save for later section of your cart.

To authenticate a payment, you will need to respond to a prompt from your card issuer and provide additional information. Depending on your card issuer, this additional information may include a correct response to a question, a password, or a passcode.

If your answer is incorrect, you’ll either see an error at checkout or receive an email letting you know that your order couldn’t be completed. You can try to complete your order again, or try a different payment method.

Use a different payment method for your order

If you are unable to resolve the payment issue with your bank in a timely manner, we recommend trying a different credit card, or a different payment method.

If the seller doesn’t accept different payment methods, you may want to contact them directly and see if they can work with you to accept a different payment method.

What payment methods can I use to check out on Entoama?

We currently accept PayPal and major credit cards for online purchases:

  1. Visa
  2. Mastercard 
  3. American Express 
  4. Discover 

When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

You may see a pending transaction on your credit card bill for a small amount. This is a pre-authorization test to ensure your card is valid. Once your card has been validated, it will be dropped from your statement.

Can’t complete my payment on PayPal

You can pay for most items on Entoama using PayPal. Generally, you must be in a country that supports PayPal and have a PayPal account to pay with PayPal.

As Paypal does not operate in Turkey, PayPal is not available in shops or for buyers located in Turkey. Additionally, with Entoama Payments, sellers in Israel cannot currently accept PayPal payments

To pay with PayPal:

  1. In your cart, clickPayPal underHow you’ll pay.
  2. ClickPay with PayPal
  3. You’re directed to PayPal. Sign in and follow the steps in PayPal to confirm your payment method and order details
  4. After you confirm your payment in PayPal, you’re directed back to Entoama
  5. ClickPlace your order to complete your purchase

If you have trouble with paying with PayPal, reach out toPayPal support, or select a different payment method (if available).

PayPal is a third-party payment processor who manages and processes their own transactions.

How to cancel an order

All items on Entoama.com are sold by independent sellers. Each seller on Entoama is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from seller to seller.

Before purchasing, review the seller’s returns & exchanges policy. You can find the seller’s policies on their independent shop pages. Sellers aren’t required to accept return or exchanged If the seller is willing to accept this return, please follow the directions on the seller’s Returns & exchanges section on the seller's homepage.

How to return or exchange and item on Entoama

All items on Entoama.com are sold by independent sellers. Each seller on Entoama is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from seller to seller.

Before purchasing, review the seller’s returns & exchanges policy. You can find the seller’s policies on their independent shop pages. Sellers aren’t required to accept return or exchanged If the seller is willing to accept this return, please follow the directions on the seller’s Returns & exchanges section on the seller's homepage.

I received an email about an order I didn’t place

If you received an email from Entoama about an order that you didn’t place, a few things may have happened:

  • Someone may have misspelled their email address when registering for an Entoama account
  • Someone may have created an Entoama account using your email address
  • Someone may have placed an order from a computer where you were logged into Entoama

If you didn’t place this order or you believe your account has been compromised, clickContact Entoama Support.

How to report a problem with an order

To report a problem with an order:

  1. Sign in to entoama.com
  2. Click or tap theYour Account icon.
  3. Click or tap Purchases and reviews
  4. ClickHelp with order next to the order you’re interested in.
  5. Click or tapMessage seller.
  6. In the textbox that appears, describe the problem to the seller.
  7. Click or tap thearrow icon or pressEnter to send. The seller will be notified of the new message and can respond.

If you checked out as a guest, reply to the receipt in your email to contact the seller.

Who is the seller?

Each item on Entoama is sold by an independent seller. Reach out to the seller if:

  • You haven’t received your order
  • The item isn’t as it was described
  • You want a refund
  • You want to return the item

Each seller has their own shop policies so be sure to review those before contacting the seller. This can include how they handle returns, refunds, and cancellations.

If you already contacted the shop

If you and the seller need assistance from Entoama to come to a resolution, you canopen a case. We recommend that you work with the seller to resolve the problem before you open a case.

For EU buyers:

Our Case System is the most effective and speediest means of resolving disputes between buyers and sellers. However, if you don't want to use our Case System, you have the option of using theEU Online Dispute Resolution platform instead.

Learn more about theEuropean Union Consumer Rights Directive.

European Union Consumer Rights Directive

EU Directive on Consumer Rights

On June 13, 2014, regulations took effect in the European Union (EU) that may impact certain Entoama transactions. The regulations, which will implement the EU Directive on Consumer Rights, apply to all Entoama sellers based in the EU and buyers based in EU member countries. Note that EU law often allows EU consumers to invoke their consumer law protections even when dealing with businesses based outside of the EU; if you're based outside the EU and make your listings available to buyers there, you may need to seek legal advice on your obligations. Each EU member state has adopted its own unique national laws incorporating the directive. Failure to comply with these regulations can invalidate a sale and possibly even violate the law.

Buyers residing in countries that are subject to these regulations have the right to return an item within 14 days of receiving the item. Sellers affected by the regulations must clearly inform buyers residing in these countries about their right to return an item before the buyer makes a purchase (such as in the listing or the seller’s shop policies). Failure to do so will extend the withdrawal period by an additional year, meaning that buyers will have a period of one year and 14 fourteen days in which to return the item.

This right does not extend to custom-made products and certain perishable goods, unless otherwise specified by the seller. Digital content, including artwork and patterns, may not be eligible for return. Rules governing digital content vary by EU member country.

If a buyer exercises their right to return an item, a seller must reimburse all payments, including the original shipping charges, received from the buyer. If a seller has not received returned goods from a buyer, the seller may withhold such reimbursement provided that reimbursement occurs within 14 days of receipt of the returned goods. The buyer is responsible for paying return shipping costs unless the seller has agreed to bear those costs. If a seller has not agreed to bear return costs and the item cannot, due to its nature, be returned by post, an estimate of the return costs should be included in the information provided to the buyer relating to cancellation and return.

Sellers must also provide buyers with a model withdrawal form (in other words, a cancellation form) that they can- but are not obliged to- use if they wish to return a product.

Below are links to a model withdrawal form.

German Withdrawal Form

English Withdrawal Form

French Withdrawal Form

Disclaimer:This Help article contains legal information and not legal advice. If you are uncertain which laws apply to you or you have other legal questions or concerns, please consult an attorney. The reader assumes all responsibility for any and all use of this information. This page may be updated periodically.

Why is my payment still processing?

If you received an email from Entoama saying that your Entoama payment is still processing, it means that your purchase is being reviewed by Entoama.

Entoama screens and reviews all Entoama Payment orders to ensure that the order is legitimate. Some transactions are reviewed faster than others, which is why you only receive an email for certain orders. Our review process protects you and other buyers and sellers on Entoama from possible fraud.

Most orders are processed within 72 hours, although some orders may take longer. You and the seller will receive a separate confirmation email when the review is complete.

You may see a pending charge on your credit card or bank statement while we work to process your order. The charge will only be finalized when the purchase has been processed successfully.

What are Entoama’s rules and policies

Entoama is the only marketplace that offers artisans, artists, makers and craftspeople of handmade items a true place to sell their items without competing against mass production. To ensure that the experience of shopping and selling on Entoama is excellent for all Entoama members, we have a set of policies and rules that help to keep Entoama’s marketplace safe and high-quality.

Before buying or selling on Entoama, review ourTerms of Use which includes details about:

  • Your rights and obligations as a buyer and seller on Entoama
  • Policies for Entoama products and services

Unrecognized credit card charges

If you see unrecognized charges from Entoama on your credit card or bank statement, it can be due to a number of things. Please review these scenarios:

I see Entoama on my statement instead of the seller I purchased from

Entoama is a marketplace. When you place an order on Entoama from one of our sellers, Entoama is the merchant of record which means you will see a transaction from Entoama on your statement. Depending on your location at time of purchase, transactions are processed in one of our two locations, Brooklyn, NY, U.S.A

A family member purchased something on Entoama

We often find that unrecognized charges may have been placed by a family member, friend or coworker who may have had your permission to use your card. We suggest reaching out to any family members, friends or coworkers who may have had access to your financial information or to your device.  

How to contact Entoama about the charge

If you're still unable to confirm the charge, clickContact Support, where we’ll ask you to share some details. A specialist will look into the transaction and reply via email once we have completed our review.

STILL HAVE ANY QUESTIONS?

 

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