Frequently Asked Questions
Order & Delivery
How do I find out when an out-of-stock item will be restocked?
If an item you want is out of stock, simply click the "Notify Me when back in stock" button on the product page and enter your email address. We’ll email you as soon as the item becomes available again.
What should I do if my order arrives damaged?
If your order arrives damaged, please contact us by emailing returns@ecoelaraltd.com or by filling out the Contact form on our website. Be sure to include your order number, your contact details, and, if possible, photos of the damaged item(s).
When will I get my order?
- Standard UK Delivery (£3.49): Estimated 2-3 working days.
- Tracked UK Delivery (£4.99): Estimated 1-2 working days.
- Express Delivery (£6.99): Next working day on eligible orders.
Orders are usually dispatched within 1 working day.
Orders placed on weekends or bank holidays will be processed on the next working day.
What should I do if items are missing from my order?
If items are missing from your order, please email us at myorder@ecoelaraltd.com with your order number and details of the missing items. We'll investigate and resolve the issue as quickly as possible.
Refund & Returns
What is the return policy?
Our Returns Policy is located in the Footer labelled Refund Policy
How do I start a return?
To start a return, you have three options:
- If you have an account with us, log in at https://account.ecoelaraltd.com to process your return.
- Email us at return@ecoelaraltd.com.
- Complete the form on our Contact Us page.
Please note: Some items cannot be returned once opened or used for hygiene reasons.
Do I have to pay for return shipping?
For change-of-mind returns, you are responsible for the return shipping costs. However, if your item is faulty, damaged, incorrect, or not as described, we will cover the return shipping costs.
How long does it take to receive a refund?
If you cancel your order within the legal cancellation period, you'll receive your refund within 14 days of us receiving the goods back, or within 14 days of you providing evidence that you've sent them back—whichever comes first. For faulty goods, refunds are processed within 14 days of us agreeing you're entitled to one. Refunds go back to your original payment method.
How do I get a return label?
To get a return label, log into your account at https://account.ecoelaraltd.com and process your return. Once completed, you’ll receive a return label. If you need further help, you can also email us at return@ecoelaraltd.com or use the Contact Us form.
General
Where are your stores located?
We currently operate as an online store and do not have physical retail locations. You can shop our eco-friendly essentials directly through our website, and we ship across the UK.
How do I create an account?
To create an account with us, simply sign in using your email address. If your email isn't already associated with a profile, a new account will be created automatically. You'll receive a one-time 6-digit verification code for passwordless authentication—no password required. You can also create an account by placing an order.
How do I delete my account?
To delete your account, please email us at help@ecoelaraltd.com. You can choose to:
- Deactivate your account (prevents sign-in, keeps order history)
- Delete your customer profile (removes your profile, some order info may remain)
- Request erasure of personal data (anonymizes your details for privacy/GDPR)
Let us know your preferred option in your email.