FREQUENTLY ASKED QUESTIONS

How can we help you? We've pulled together the questions we hear most often to make things easy for you.

Can't find the answer to your questions? Drop us a message — we're always happy to help. (And who knows, your question might just make it onto this page!)

ORDERS & PAYMENTS

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.

MY ORDER ARRIVED DAMAGED WHAT SHOULD I DO?

We take great care in preparing each order. If your order arrives damaged, we sincerely apologise for this. Please contact us by emailing myorder@ecoelaraltd.com. Be sure to include your order number, your contact details, and, if possible, photos of the damaged item(s). We will investigate and provide you with a solution as soon as possible.

WHAT ARE THE DELIVERY OPTIONS AND FEES?

We deliver within the UK and Northern Ireland with the following options:

  • Standard UK Delivery (£4.99): Estimated 2-3 working days (free on purchases over £25)
  • Tracked UK Delivery (£5.99): Estimated 2-3 working days.

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.

HOW WILL I KNOW MY ORDER HAS BEEN CONFIRMED?

All future orders will show up in the 'My Profile". You’ll also receive an order confirmation email, after you've logged out or left the EcoElara website.

CAN I SEND AN ECOELARA PRODUCT AS A GIFT?

Of course! Contact EcoElara by email to help@ecoelaraltd.com requesting a Gift Card. Once we have processed the Gift Card we will email you.

WHAT PAYMENT METHODS ARE ACCEPTED ON THE ECOELARA WEBSITE?

To provide maximum flexibility, we accept the following payment methods: 

  • - Credit cards (Visa, MasterCard, American Express)
  • - PayPal
  • - Apple Pay

CAN I MODIFY OR CANCEL AN ORDER AFTER CONFIRMATION?

Yes, within 30 minutes after placing your order, you can contact our Customer Service to request a cancellation or change the delivery address. After this period, your order will be prepared and shipped.
You can then return the items free of charge once your package is received. 

HOW TO TRACK MY ORDER AND ACCESS MY INVOICE?

Once your order is shipped, you will receive a confirmation email with a tracking link and your invoice. You can also find this information at any time in your personal account under "My Orders." This is dependent on the delivery option you chose.

HOW CAN I USE MY PROMOTIONAL CODE?

You can enter the Promotional Code at checkout in the Discount field before proceeding to payment. Please make sure the offer is valid, the selected items are eligible, and all conditions are met.

WHEN WILL I BE CHARGED AFTER PLACING MY ORDER?

Your bank account will be charged once the order is shipped.

SHIPPING

MY ORDER ARRIVED DAMAGED WHAT SHOULD I DO?

We take great care in preparing each order. If your order arrives damaged, we sincerely apologise for this. Please contact us by emailing myorder@ecoelaraltd.com. Be sure to include your order number, your contact details, and, if possible, photos of the damaged item(s). We will investigate and provide you with a solution as soon as possible.

WHAT ARE THE DELIVERY OPTIONS AND FEES?

We deliver within the UK and Northern Ireland with the following options:

  • Standard UK Delivery (£4.99): Estimated 2-3 working days (free on purchases over £25)
  • Tracked UK Delivery (£5.99): Estimated 2-3 working days.

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.

WHAT HAPPENS IF I AM NOT AT HOME AT THE TIME OF DELIVERY?

We do everything possible to ensure smooth delivery of your orders, even if you are not available.

Royal Mail attempts delivery twice before securely holding your item. If you miss them, they will leave a red 'Something for you' card detailing what to do next. You have 18 days to either collect your parcel from your local Customer Service Point or arrange a redelivery.

REFUND & RETURNS

WHAT IS THE RETURN POLICY?

Please click on Our Returns Policy

This will open a new page.

HOW DO I START A RETURN?

To start a return, you have two options:

Option 1: Once we receive your request, we'll get a notification to approve or decline it. On approval, we will send you a return label and shipping instructions.

Option 2: You can contact us directly (via the contact form, email, return@ecoelaraltd.com), and we will create the return manually.

Please note: Some items cannot be returned once opened or used for hygiene reasons.

Return & Refund Policy

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 MY 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

HOW CAN I MANAGE MY COMMUNICATION PREFERENCES?

From your account, you can enable or disable the receipt of our newsletters and exclusive communications in the "Profile & preferences" section of your account. An unsubscribe link is also provided at the bottom of each of our emails.

Please note that you will continue to receive essential information related to your orders and account.

HOW IS MY DATA PROTECTED?

Your data is confidential and used solely to enhance your experience. It is never shared without your consent.
You can exercise your rights (access, correction, deletion) at any time by contacting our Customer Service.

Please read our Privacy Policy

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.

07518 019531

Our lines are open 08:30am-5:00pm Mon-Fri

10:00am - 2:00pm Sat & Sun

Closed Public Holidays

help@ecoelaraltd.com

Send us questions, feedback and suggestions

Free deliveries

Free deliveries for orders over £25