How long will it take for my order to be shipped?
We want you to receive your order as soon as possible - and we're just as excited are you!
We aim to ship all deliveries within 1-2 days of payment being received.
Will there be delays in shipping due to COVD-19?
Australia Post and other carriers have advised there are longer than usual delays with all deliveries at this time.
My package never arrived - what can I do?
Contact us immediately by emailing firstname.lastname@example.org so we can look into this right away.
I accidentally put the wrong delivery details at checkout - can I change this?
Once an order is submitted, we may no guarantees it will be possible to change the delivery details.
However, please still contact us immediately by emailing email@example.com so we can look into this right away.
My order has been damaged during delivery - can I get a replacement or refund?
Unfortunately, as this is out of our control, we are unable to offer any replacement or refund if your product is damaged during delivery.
Please contact us immediately if this occurs by emailing firstname.lastname@example.org so we can take it up with the shipping carrier.
What is your refund and return policy?
Our policy is valid for a period of 14 calendar days from the date of purchase. If you receive your order, are not satisfied for any reason or if the product is faulty and/or not fit for its intended purpose you can return the product for a replacement or refund.
The following criteria must be met in order to obtain a refund:
- Product is defective
- Product must be unopened
- Product must be in original packaging
- Product must be unused
- Product must not be damaged.
Is there anything that cannot be returned or refunded?
Products that don't meet the above criteria cannot be refunded (see previous question).
We also do not accept returns or refunds on sale/clearance items with short expiry dates, pads, nappies, menstrual cups, underwear, toothbrushes, hairbrushes, clothes, sponges, cleaning products, and other personal items.
Do I need proof of purchase?
To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without proof of purchase we will not issue a refund.
Can I return a sale item?
Sale and clearance items with short expiry dates cannot be returned or refunded.
Do I have to pay shipping costs to return the item?
Before you return an order, please contact us first by emailing email@example.com
Returns should be mailed to:
ECOSOUK PTY LTD
1523 Sydney Road,
You will be responsible for paying the shipping costs with regards to the items you wish to return.
You must take care to ensure that the goods are properly packaged so they will not be damaged during transit. If the product is found to be damaged or used beyond what it takes for us to reasonably inspect it, then we may not offer you a refund.
I am a business owner and would like ECOSOUK Pty Ltd to sell my products.
Yay! We are always looking for new, exciting products and LOVE to support small businesses.
Send an email to firstname.lastname@example.org with your product/s and business information. A team member will be in touch.
I'm after a product that ECOSOUK doesn't sell.
If you are after a specific product we don't current supply, please contact us by emailing email@example.com and we will look into it for you.
My question is not listed here.If you have a question that we haven't answered, please get in touch and we will reply asap. We can be reached 24/7 via email firstname.lastname@example.org