Your Ecofriendly Bag Shop
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Customer Service
- Shipping & Delivery
- Our Cancellation Policy
- Our Returns Policy
- Our Refunds Policy
- Incorrect Items with an order
- Our Delivery Policy
- All deliveries are made by our courier Fedex or Parcelforce. Deliveries are made between 8:30am - 6:00pm. It is essential that your order is consigned to a 'manned' address, where our courier can obtain a signature on delivery. If the courier is unable to make the delivery to the specified address and has to return at a later date, a supplementary charge may have to be made. We are unable to give ETAs on deliveries until after 3pm on the expected delivery date.
- Our Cancellation Policy
- Orders placed with EcoDuka can be cancelled or amended on condition that the order has not yet entered the dispatch process. To cancel an order please contact us at sales@ecoduka.com or call 0845 838 4656.
- Our Returns Policy
- If the goods in your order have been damaged or arrived faulty please let the courier company involved know immediately and they will inform us. Alternatively, you can take photographic evidence and send this to us via e-mail with a full description of the order and damages. The next step is to send a letter to inform us of the problem and this must be received within 30 days of your delivery date. Ecoduka reserves the right to formally assess the situation and make arrangements to replace any products that have been damaged on delivery depending on the severity using our analysis. If EcoDuka decides to further inspect the damaged goods we will personally arrange for a courier to collect the items. EcoDuka will aim to replace any faulty or damaged items within 7 days of notification.
- Our Refund Policy
- If you wish to cancel an order and do not want to replace your items with the same purchase or alternate goods, EcoDuka will offer a repayment on the purchase amount minus a 20% handling fee. Please expect at least 7 working days for your refund to appear back on your card or account. As part of the refund policy, it is your responsibility to send the goods back (within 14 days of the delivery date) at your own expense to the address on the Contact Us page on our website. Products must be received back in the same condition that they were received or we retain the right to ask for full payment on the order.
- Incorrect items with an order
- If you feel you have received the incorrect order or product. Please contact us within 48 hours of receiving the order and let us know exactly what you have received and what your original order details were. We will endeavour to send you the correct items within 5 working days and will arrange for our couriers to collect the incorrect product.
