Ecotopia Shop > Help > Customer Service > Delivery and Returns

Delivery and Returns

STANDARD TERMS

Orders over £50 are delivered free to UK Mainland addresses and excludes Scottish Highlands and Islands. Please see below for restrictions. (Threshold may change with promotional offers).

Free delivery orders will be sent Via Royal Mail 1st Class or UK Mail Couriers depending on weight and volume. You will be notified of the delivery method in your despatch email.

  • All orders received before 2 pm will be processed same day.
  • We only despatch to UK addresses.
  • Sorry, we cannot despatch to BFPO or PO Box addresses.
  • We use two delivery methods - Royal Mail First Class post, and UK Mail next working day couriers.
  • Tracking is available for orders delivered via UK Mail, a link will be sent in your despatch confirmation email.

 

You can get an estimate when in the basket page of how much delivery will cost, and if there is a choice of delivery method. Simply type your postcode into the ‘estimate delivery cost’ box in the basket page and we will estimate the cost for you. 

 

If a choice is available based on your order, you will be prompted to choose which delivery method you would like to use during checkout and we will also confirm the postage cost. Free delivery orders will be sent Via Royal Mail 1st Class or UK Mail Couriers depending on weight and volume. You will be notified of the delivery method in your despatch email.

 

UK Mail deliveries will need a signature and all drivers carry ID. 

 

Sorry, but free delivery is not available to the following postcodes:

AB31 – 38

AB40 – 56

IV1 – 28

IV30 – 32

IV36 – 40

IV51 – 56

IV63

KA27 – 28

KW1 – 17

PA20 – 38

PA41 – 49

PA60 – 78

PH4 – 49

PH49 – 50

HS

ZE

Isle of Man

Channel Islands

Northern Ireland

Isles of Scilly

 

Next working day delivery via UK Mail is not available to the following Postcodes. We offer a 48 hour service to:

IV3 – 28

IV30 – 32

IV36 – 40

IN52 – 54

IV63

KW1 – 14

PA27 – 38

PH5 – 41

PH49 – 50

HS

IV41 – 49

IV51, 55, 56,

KA27, 28

KW15 – 17

PA20

PA41 – 49

PA60 – 78,

PH42, 44

ZE

Northern Ireland

Isle of Man

Channel Islands.

Ecotopia returns policy

We want you to be completely satisfied with your purchases. If for any reason you are not satisfied with an item you have ordered, please return it within 28 days of the date of receipt and we will refund your money (exclusive of any delivery charge) or send you a replacement. 

 

To ensure we can deal with your return as quickly as possible please call us on 01453 790200 or fill in our contact form, for the appropriate address to return your parcel to - we’ll also advise you on the best method of returning the goods. Please wrap and box goods carefully to prevent damage.

 

Please obtain proof of postage (a certificate of posting is available free of charge from the Post Office). This should be kept in a safe place in case you need to claim compensation from the carrier.  We regret that we cannot accept responsibility for goods in transit from our customers.  

 

The following items are non-returnable unless faulty:

(a) perishable goods, such as food, drink or fresh flowers; or

(b) consumables such as batteries or stationery, 

 

Distance Selling regulations - It is your statutory right to cancel your purchase for any reason within 7 working days from the day after you receive the goods. You must return the goods to us at your expense or we will arrange collection at your expense. Please note if we have to arrange collection it is invariably more costly than if you return the goods to us.

 

Please call us

 Do get in touch with us before sending anything back, so we can work out the best course of action - call us on 01453 790200, or e-mail us at enquiries@ecotopia.co.uk, or fill in our contact form, and we will answer your questions.

We do not offer refunds or exchanges on items you were given as a gift. 

 

Faulty Goods

If you're returning goods because they are faulty or were received in a damaged condition, please contact us as soon as possible, so that we can process your return as quickly and efficiently as possible, as returns received back without the right details may take longer to sort out.

 

If the goods are faulty or damaged on receipt, or a fault occurs within 28 days after you receive them, we'll replace the goods or refund your money, as you prefer.

If a fault occurs after 28 days of purchasing and up to 12 months, we will repair or replace the goods as appropriate.

 

If on inspection it is obvious that any fault occurred due to damage, misuse,neglect, repair or modification by you the customer, then unfortunately we won't be able to cover postage charges or offer a refund/replacement.

When sending something back that's faulty or damaged, please use an appropriate shipping method: when you get in touch we'll let you know which shipping method to use. As long as you use this method we will refund your return postage charges in full.