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FAQ

Here is a non-exhaustive list of the most frequently asked questions. This list will be updated regularly as users ask us new questions. If you do not find the answer to your question, please do not hesitate to contact us at info@store-encore.com or via the contact form on the website

On Apple devices, the battery level of your headphones will be displayed in the status bar.

However, your headphones will send a voice message warning you that the battery is low and that you need to recharge your headphones.

All our headphones are compatible with the entire range of Apple, Android, Windows products if they provide Bluetooth functionality.

This can happen when you use only one earpiece and leave the second one in the power case. No worries then, a simple factory reset is enough to solve the problem.

Here is the procedure to follow to reset your earphones:
  1. Remove the earphones from their charging case
  2. Turn off the earphones ( by holding down each earphone on the touch part for 3 seconds until you hear “power off”).
  3. Put the earphones back in their charging case
  4. Remove the earphones from their charging case once again
  5. Press the touch part for 8 seconds until you hear a little music (tutu tu tu tu). Perform this step for the left and right.
  6. Put the earphones back in their charging case
  7. Remove the earphones from their charging case once again
  8. Go to the Bluetooth settings on your phone and it should work.

However, if the problem persists, do not hesitate to contact us via info@store-encore.com or via 0032 78 700 250

Each ear is different. That’s why we’ve designed different sizes of ear tips for PowerSound and AirTouch headphones. In the box that contains your product, you will find a bag with different sizes of tips. All you have to do is change the default ones on your headphones (M) to the size that suits you best (XS, S, L).

You can change music from your headphones without using your smartphone, tablet or computer. Indeed, all our headphones are equipped with functions that allow you to skip to the next song, go back to the previous song or pause.

To see the specific features of each Encore product, please refer to the user manual provided with the product when purchasing. If you no longer have this manual, please contact us at info@store-encore.com and we will send you a PDF version of the manual.

You can make calls from your headphones. Indeed, all our headphones are equipped with functions to answer a call, hang up or put a call on hold when we receive a double call.

To see the specific features of each Encore product, please refer to the user manual provided with the product when purchasing. If you no longer have this manual, please contact us at info@store-encore.com and we will send you a PDF version of the manual.

We accept Paypal, GooglePay, Apple Pay, Bancontact,Visa and Mastercard. All these payment methods thus ensure you a certain banking security.

The prices on our website are currently only in EUROS.

Therefore, Encore is not responsible for the exchange rate that may be imposed on you by your bank or other payment institution (Paypal, GooglePay,…) that you use to place your order.

If your promo code does not work when you enter it into the ordering process, first make sure you have typed the code correctly.

If the problem persists, several causes are possible:

  • The promo code has expired. It is important to note that Encore reserves the right to stop the promotion at any time if we deem it necessary.
  • It is possible that we made a mistake in the encoding of the coupon on our side.

In these cases, please do not hesitate to contact us at info@store-encore.com so that we can clarify the origin of the problem.

If you do not receive a confirmation email within minutes of your order, please check that you have provided us with the correct email address. It may also be that our email has arrived in your junk mail.

If you have still not received anything after checking the two possible causes above, please contact us at info@store-encore.com to verify that your order has been processed.

We have enough stock to be able to ship each product directly after the order. For shipments to European countries, delivery may take 2 to 4 days. For international shipments, please allow 7 working days.

The delivery time also depends on the shipping method you choose during the ordering process. You have the choice between a classic delivery or an express delivery by DHL. In the latter case, you should receive your order between T+1 (Europe) and T+3 (Outside Europe) taking into account working days.

Your order may have been delayed. We do everything we can to ensure that this does not happen, but if it does, we will keep you informed.

Here are various causes that may justify a delay:

  • A high demand for orders could mean that we group all shipments together on one date in order to reduce the carrier’s trips.
  • It is also possible that this delay is due to an external event such as a strike by the transport organisation
  • Unfortunately, it also happens that your order has been lost between our warehouse and the delivery address

In these cases, we would like to apologize and do everything we can to solve the problem as soon as possible.

However, if after 7 business days, you still have not received your order, please inform us at info@store-encore.com .

First, make sure the headset is turned on by pressing it for 5 seconds. The pairing will then be done and you will just have to connect your headphones back to your device.

If this does not work, the earpiece may be defective. In this case, please contact us at info@store-encore.com so that our after-sales service team can help you solve the problem.

All Encore products come with a 12-month warranty from the date of purchase.

For the product warranty to work, it is imperative that you have complied with all the safety and maintenance conditions set out in your product’s user manual, namely:

– Keep the product dry, do not leave it in damp places to avoid short circuits
– Do not expose the product to sunlight or high heat. The latter will shorten the life expectancy of the product, damage the battery and deform some plastic parts.
– Do not leave it in cold places to avoid damage to the printed circuit board (PCB)
– Do not attempt to disassemble the product, especially if you are not a professional
– Try not to drop or shake the product strongly to avoid damaging the Internet electronic circuit.
– Do not scratch the surface of the product with sharp objects as this may damage the box and its appearance.
– Do not charge the headphones for more than 10 hours continuously to optimize the life expectancy of the product

In addition, you must have the purchase invoice that automatically accompanies the order to prove the date of purchase of the product.

Finally, in order to claim the warranty and consider an exchange, please contact us at info@store-encore.com

A 14 working day return policy applies to online orders. The return will only be accepted if the product has not been unpacked AND if it is accompanied by the purchase invoice, which is automatically attached to the order..

The costs incurred by returning the product are your responsibility unless the product is defective.

Please send us an email to info@store-encore.com so that we can evaluate the problem with you, organize the return of the product and thus estimate whether an exchange or refund can be considered.

If your product is not suitable (see previous question) and if, after contacting us, a refund has been agreed with ENCORE, it will be executed as soon as possible, no later than 14 days after you have concluded the refund and your product has been returned to the warehouse.

It is also important to take into account the transaction time of your bank and, therefore, the refund may take up to 7 working days to be transferred to your bank account.

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