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deliveries and returns
Standard Delivery
Standard delivery is £1.95 on all orders within the UK mainland.
We aim to dispatch your order within five working days of our receiving payment. However please allow a further three working days for any unforeseen delays, in which case we will notify you.
Deliveries outside the UK mainland will be charged based on size and weight. When you place your order our standard delivery charges will automatically be applied. You will then be contacted by our customer care team to inform you of any additional charge that may apply. If you would like to know the cost of delivery before you order please email customercare@ecocentric.co.uk
Express Delivery
If your order is urgent we offer an express delivery service which guarantees delivery to UK mainland addresses within two working days. The cost of this service is £8.95 (on all orders, including those over £50) . To choose this option simply select express delivery from the drop down list in the shipping and handling section of the checkout pages.
Delivery timescales
Standard delivery orders will be dispatched within five working days.
Express delivery orders will be dispatched within one to two working days.
Some limited edition or handmade items may have a longer delivery time. This will be indicated on the product page. If we receive an order for one of these items we will contact you to let you know the expected delivery time and again just before the item is dispatched. You can contact our customer care team at any time for an update and are entitled to cancel your order at any time prior to delivery.
For orders of multiple items we will generally wait until everything is in stock before sending the order out. If for any reason this is likely to delay things beyond the normal delivery time we will contact you to discuss how you would like us to proceed.
Unfortunately we cannot specify what time a parcel will be delivered on a given day as this will be in the hands of the Royal Mail or courier company.
Can you deliver to an address other than the card holder address?
Yes we can. You can specify a separate delivery address when you are giving us your contact and payment details. Just tick the box that says "deliver to separate delivery address", and then give us the details.
What happens if my delivery does not arrive?
Please tell us if you have not received your order within a week of us notifying you of dispatch. We will follow up on this and keep you informed.
Returns and Refunds
We aim to offer a high quality service and take care over the packing and delivery of your goods. If for whatever reason you wish to return goods or seek a refund please follow these guidelines.
Please contact us with 48 hours if the any of the goods you receive are faulty, damaged, or not to your satisfaction. If you then wish to return goods please send them within 28 days of receipt.
Goods must be returned unused and in a saleable condition with the original packaging intact. Unfortunately we cannot accept returns of flat-packed items that have been assembled.
Can I return goods because I do not like them or have changed my mind?
Yes you can. If you are returning something because you do not like it or have changed your mind about it then you'll need to pay the postage costs. We will refund your postage in full on any goods which are damaged or faulty.
If we are sending replacement items to you they will be sent free of postage and packing cost.
What do I do if the item is faulty or damaged when it's delivered?
In the unlikely event that your order arrives damaged, please contact us within 48 hours. You can then return the item to us with an explanatory covering letter and we will arrange to credit the card used to make the purchase or replace the goods, whichever you prefer.
What do I do if an item fails once it has been used?
We feel confident that our products will function as they were intended to, but if you feel that an item has failed prematurely, please advise us and we will do our best to resolve the problem.
How do I send goods back?
Goods should be sent to :
Customer Returns
EcoCentric
14 Bacon Street
London E1 6LF
Please obtain a certificate of posting from the Post Office (there is no change for this) when returning goods. This is proof of posting in the unlikely event that your parcel does not arrive with us. We cannot be held responsible for goods lost in transit to us. For peace of mind you might like to send the goods Recorded Delivery but we regret that we cannot refund this additional charge if we have agreed to pay postage.
When can I expect a refund?
Once agreed we will make a refund to you on the card used to make the purchase and we will endeavor to do so within 14 days of the return of the goods, or within 14 days of our agreement to refund your purchase.
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