Everything You Need to Know

Answers to the questions I get asked most - from delivery and return to how we vet our products.

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.

WHAT SHOULD I DO IF ITEMS ARE MISSING FROM MY ORDER?

If items are missing from your order, please email us help@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?

We accept major credit and debit cards, including Visa, Mastercard and American Express.

All payment options available for your order are displayed at checkout, where you can choose your preferred method.

CAN I MODIFY OR CANCEL AN ORDER AFTER CONFIRMATION?

Please email help@ecoelaraltd.com as soon as possible with your order number and the change of cancellation you're requesting.

We'll try to make changes before dispatch, but cannot guarantee an amendment once your order has been processed.

For cancellation rights, returns instructions and information about return postage costs, please see our Returns and Refund Policy.

Learn about EcoElara's 14-day return policy. Find out how to request a refund, exchanges, and what items are eligible for returns.

HOW TO TRACK MY ORDER AND ACCESS MY INVOICE?

We'll email you when your order has been dispatched.  If you selected tracked delivery, the email will include tracking details.

If you need an invoice or help with your order, please email help@ecoelaraltd.com with your order number.

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?

For card payments, payment is authorised at checkout and collected when your entire order is marked as fulfilled.  Your bank may show a pending payment before then.

Other payment methods may collect payment at a different time.

SHIPPING

MY ORDER ARRIVED DAMAGED WHAT SHOULD I DO?

If your order arrives damaged, please email help@ecoelearaltd.com with your order number and a description of the damage.  If possible, include photos of the damaged item and packaging to help us to investigate.

We'll help resolve the issue in line with our Returns and Refund Policy.

WHAT ARE THE DELIVERY OPTIONS AND FEES?

The estimated delivery times below include processing and transit, from placing your order to delivery.

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

Delivery options

Standard UK Delivery

  • £4.99
  • Estimated delivery in 4 working days

Tracked UK Delivery

  • £5.99
  • Estimated delivery in 4-5 working days

Free UK Delivery

  • Free on orders over £20.00
  • Estimated delivery 4 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 HAPPENS IF I AM NOT AT HOME AT THE TIME OF DELIVERY?

If Royal Mail cannot deliver your parcel, they will normally attempt delivery again on the next working day.

Follow the instructions on your missed delivery card or tracking update to arrange a redelivery collection.  Please check the collection deadline shown.

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, email help@ecoelaraltd.com with your order number, the items you wish to return and the reason.

we'll provide return instructions and explain any applicable postage costs.  Please see our Return & Refund Policy for cancellation rights, return conditions and exceptions.

Your rights concerning fault, damaged or incorrectly supplied goods are unaffected. 

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?

We issue refunds without undue delay, within the applicable time limits.  Once issued, your bank or payment provider may take additional time to display the refund in your account.

HOW DO I GET A RETURN LABEL?

Email help@ecoelaraltd.com with your order number.  We'll explain how to return your item and whether a return label will be provided.

For change of mind returns, you pay the return postage.  We cover return postage for faulty, damaged, incorrect or misdescribed items.

GENERAL

HOW CAN I MANAGE MY COMMUNICATION PREFERENCES?

To update your marketing preferences, please email help@ecoelaraltd.com.  If you receive marketing emails from us, you can also use the unsubscribe link in those emails.

You will continue to receive essential messages relating to your orders and account.

HOW IS MY DATA PROTECTED?

We use your personal information to process orders, provide customer support and operate our store.  This may involve sharing information with service providers such as our website platform, payment providers and delivery services.

For information about how we use and protect your personal information, please read our Privacy Policy.

To ask about your information, or request access, correction or deletion, email help@ecoelaraltd.com.

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 request deletion of your customer profile or erasure of your personal information, please email help@ecoelaraltd.com.

We may need to verify your identity before processing your request.  Some information may need to be retained to meet legal obligations.

Please read our Privacy Policy for further information about your rights.

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 £20