Frequently Asked Questions

Listed below are the most frequently questions we receive from our retail customers. If you have a question that is not on this list, please ask your Account Executive, or contact our Customer Service team at 1-800-4- ENESCO (1-800-436-3726). You may reach us Monday through Friday, 7:30 a.m. to 6:00 p.m. Central Time. As call volumes tend to be highest during the middle part of the day, we invite you to call before 11 a.m. or after 3 p.m., to reduce the risk of being placed on hold. You may also contact us via email.

eBill Questions - click on the question below to see the answer:

General Questions - click on the question below to see the answer:

How do I become an Enesco retailer?

Please contact Customer Service Monday through Friday, from 7:30 a.m. to 6:00 p.m. Central Time at 1-800-4ENESCO (1-800-436-3726). As call volumes tend to be highest during the middle part of the day, we invite you to call prior to 11 a.m. or after 3:00 p.m. You may also contact us via email.

After answering a few brief questions your information will be sent to the appropriate Regional Account Executive who will contact you to schedule time to set you up as a new Enesco retailer.

What is eBill and what can I do if I sign up for it?

eBill is the place you can review your past bill, view account balances, view payment history, view or print an invoice copy, generate a statement, view your open balance detail, and make a payment for one or more open invoices.

ebill homepage


Also via the Order Management Home link you are able to view past orders, print a packing slip, as well as run open order reports for a single store or if you are the bill to customer for several stores elect to run an open order report for all the stores that bill to you.

ebill order management

How do I get access to eBill?

You can get access by calling Customer Service at 1-800-436-3726 or by clicking the Manage your EBills account link in the footer of the enescobusiness.com site to access the login page to eBill and then clicking one of the sign up links. Note: You will need to know your Enesco Bill to Account number and zip code to be able to access the auto enrollment of eBill. Some customers may not be able to utilize the auto enrollment and may need to call customer service to help with enrollment.

ebill link in footer of enescobusiness ebill login page

Why do I need a different login to access eBill?

Currently ebill is a separate application from enescobusiness.com. With it being a separate hosted application it requires a separate login; however we are exploring the capability of allowing for a single sign-on to access both applications. Currently in ebill, you would be assigned a user id and password and in the enescobusiness.com site you login with an email address and password.

ebill login on both websites

How else do I make a payment on my account?

Here are our remittance addresses:

For customers of Enesco Gift, Department 56, Gund, and Gregg Gift:

Enesco, LLC
Box #26257
26257 Network Place
Chicago, IL 60673-1262


All customers may fax payments via a secure line at 630-875-8324.

What forms of payment do you accept?

Enesco accepts checks, wire payment, ACH, and the following credit cards: American Express, Discover, MasterCard and Visa.

Is it safe to use my credit or debit card on your site?

Yes, Enesco, LLC understands that the safety of your personal information is extremely important to you. We use a wide array of electronic security measures and devices to protect your personal data and credit card information from unauthorized access.

Do you accept orders placed with a credit or debit card?

Yes. When the order is entered, if the scheduled ship date on one of the lines is within the next 7 days, the full amount of the order will be authorized. If the scheduled ship date is beyond 7 days, then only $1.00 will be authorized. Once the order is shipped and billed, the credit card will be processed and charged against the authorization number for the amount billed. If the authorization expired, then the credit card will be processed for a new authorization number and charge for the amount billed.

If you choose to pay by debit card, the amount charged will be put on "hold", meaning it will not be available to you once the order is placed. Once your order is shipped and processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.

How may I obtain previous invoices or statements for my account?

Are you signed up for our online account tools? These free services enable customers to view current orders, receive shipping notifications via email, and review invoices and statements online 24/7, from the convenience of your computer.

If you are already signed up for online account tools, simply click login at the top of the page.

If you are not signed up for our online services, our Customer Service team will be happy to assist you. Please call us at 1-800-4- ENESCO (1-800-436-3726). As call volumes tend to be highest during the middle part of the day, we invite you to call before 11 a.m. or after 3 p.m., to reduce the risk of being placed on hold. You may also contact us via email.

What is Enesco's minimum order size?

Enesco's order minimum is $500.00 for new orders, and $150.00 for reorders. Orders for in-stock items will generally be shipped within 72 business hours. If your item is not currently in stock, it should arrive within two weeks of the Estimated Stock Availability (ESA) date shown on your order.

How do I clear my shopping cart?

To clear your shopping cart, click the "remove" button under the quantity header on each of the items in your shopping cart.

What are Enesco's payment terms?

Our standard terms are Net 30 days.

Does Enesco participate in the secondary market?

Enesco is not involved in the secondary market, nor does the company follow the secondary market. If you are interested in learning more about the secondary market you can check out the Collectibles Database website or by calling 1-800-407-4147.

There are several good sources for purchasing guides that list secondary market values. For information on how to sell your collection or for secondary market values, you can check out the Collectors Information Bureau website or by calling 847-842-2200. Enesco does not specialize in the value of collectible pieces and will not be able to assist in the value of an item.

How do I contact or find out about the Precious Moments Collection?

For information on Precious Moments, visit www.preciousmoments.com or call 1-800-543-7975.

What are Enesco's retailer guidelines?

We update our retailer guidelines annually. Click here.

What is Enesco's Return Policy?

Returning Merchandise to Enesco


Damaged Items: As part of our commitment to quality and innovation, many of our products are hand-painted and reflect the uniqueness inherent in each product. As a result, no two items will look exactly the same. On rare occasions, items may be defective due to the manufacturing process. We will extend a full credit in the event that merchandise arrives damaged, or if we send an incorrect shipment. We ask that damages be reported with 30 days of receipt. (Due to their unique seasonality, along with their electronic complexity, damaged product from Department 56 Villages may be returned through the last day of February of the following year).

As GUND offers many animated, mechanical items, we offer a longer time frame for you to review for damage; up to 90 days.

We require pre-authorization of returns, and ask that you include a Return Merchandise Authorization (RMA) register referencing the return authorization number provided by our Customer Service Representative. The actual return must be received within 30 calendar days or the return authorization will be canceled.

Undamaged Merchandise: Returns for reasons other than damage, including UPS refusals and cancellations while in transit, will be charged a 25% restocking fee. This fee is to cover the cost of shipping charges back to our warehouse, as well as the original handling of the product and the cost of returning it to inventory.

How do I download product images and logos?

You can download images by logging into your account and clicking the downloads link in the left navigation. Click here for a tutorial.

How is shipping and handling calculated?

When you check out, you can view the shipping and handling charges for your order. Shipping rate is calculated from the original item price, not sale price, prior to discounts. In the rare case that shipping and handling charges exceed the amount shown, we will notify you. The state or province may require tax to be applied to shipping and handling charges.

Multiple shipping rules are used to determine shipping and handling charges. Please see your shopping cart for an estimate of the exact shipping charges for your order.

TALK TO US

Our customer service representatives are standing by to assist.


Customer Service
1 (800) 436-3726
Monday - Friday
7:30am to 6pm Central

Accounts Receivable
1 (800) 436-3726
press #, ext. 8470
Monday - Friday
8 am to 4:30 pm Central

By Email
Send us an email with your questions.

Mail
Enesco Customer Service
225 Windsor Dr
Itasca, IL 60143

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