OvervieW: sHIPPING POLICY

When can I expect my order?

We know waiting for an order is painful so we offer same day dispatch as standard for all orders received before 12pm. Orders received after 12pm will be posted the next working day. We ship with Royal Mail so please allow a further 3 days for delivery, or longer where our courier is experiencing delays. You will receive your order within 4 working days. Good news is, shipping is free on orders over £40!

Need your order sooner? We also have next day delivery available to add during checkout. Orders must be placed before 12pm for next day delivery, otherwise they will be sent the following day.

Subscription boxes are shipped on the 14th of the month with a further 3 days for delivery.

Where do you post to?

We currently post within mainland UK only. If you would like us to ship internationally please get in touch; we’d be happy to consider it!

What does shipping cost?

Shipping on orders over £40 is free! Otherwise, standard Royal Mail charges apply.

OVERVIEW: REFUNDS AND RETURNS POLICY

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Gift cards cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

We want to make things as easy as possible so will look up your order to help complete your return. However, if the order is not found within our system we require a receipt or proof of purchase. This is to prevent fraud.

Please do not send your purchase back to the manufacturer; any items which are sent back to the manufacturer (where the manufacturer is not Eco Skincare) are unlikely to be retrievable and we will not be able to issue a refund. All returns must be sent to our returns address below.

There are certain situations where only partial refunds may be granted:

  • Where the shipping cost has not been fully paid by you
  • Any item that is returned more than 30 days after delivery

Items arrived damaged

We take every effort to carefully package products in a way that is eco friendly and protects your item(s). However, we understand that sometimes things don’t go to plan and the item can arrive damaged.

If this is the case, please contact us within 5 working days of receiving your order and we’ll be happy to provide a refund or replacement. Please include a photo of the damaged product.

We reserve the right to refuse refunds for damaged products where we have reasonable grounds to suspect fraudulent behaviour.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund within 24 hours of receiving the item(s).

If you are approved, then your refund will be processed the same day and a credit will automatically be applied to your credit card or original method of payment based on the timings provided by the payment provider you chose at checkout (such as PayPal, Google Pay).

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at team@eco-skincare.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We want you to be comfortable that you can change your mind, so offer a flexible exchange service. You can exchange any purchase for an item of the same value within 10 days of receiving your order. The item must be in the condition as stated for returns (including in its original condition, unused) and payment to return the item will be borne by you. We will send a replacement when the original item has been received.

You are responsible for the cost of returning the unwanted item. Delivery costs for the replacement product will apply as per a standard order.

If you would like to exchange an item please notify us at team@eco-skincare.co.uk and send your item to:

Eco Skincare Ltd

Antrobus House

18 College Street

Petersfield

GU31 4AD

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to:

Eco Skincare Ltd

Antrobus House

18 College Street

Petersfield

GU31 4AD

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We’re a small business so can’t currently cover the costs of return shipping for change of mind but will continue to review that as we grow.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We want to be fair so when shipping products to you we’ll bear the cost of any lost or damaged items until it has been returned; similarly, if you are returning an item you are responsible for the item until it has been delivered to us. We advise you keep confirmation of postage until the refund or exchange has been processed.

Need help?

Contact us at team@eco-skincare.co.uk for questions related to refunds and returns.