Delivery & Returns

We use a combination of couriers as well as Royal Mail to deliver your order to you. The main courriers we do use are DPD and Parcelforce but we may also use another courrier at our discretion should we need to. If you are facing any delivery problems to your address with any of these courriers, please do inform us before placing your order to ensure that we can deliver your order safely and quickly.

MASKS:

We offer free delivery by Royal Mail 1st Class post for all Mask orders only. These will be sent on an untracked 1st Class service and delivery times may vary depending on Royal Mail's service updates. Please note that all Royal Mail deliveries will be untracked and non-guaranteed. If you do need your masks quickly, we would suggest to use our Mainland courrier option which costs £7.50 excl. VAT ( £9.00 incl. VAT) per order. Our cut-off for sending orders by Royal Mail is 4:30 pm and by Courrier is 2:30 pm. We are also able to offer a collection service at our Harrow office should this be required at no extra cost but please email us immediately after placing an order to inform us you intend to do this otherwise, we will proceed with sending it as per your order.

ALL OTHER PRODUCTS TO UNITED KINGDOM:

For all other products, we only offer an option to delivery by Courrier as our stock maybe at one of several of our warehouses. We do not offer fixed delivery charges as the delivery charges are dependent upon the number of products we can fit in a box of a particular style. We use a highly sophisticated system to calculate delivery charges as the system does work out the lowest possible way of getting your order delivered to you dependent upon size and Post code. Most deliveries are made by either DPD or Parcelforce dependent on our decision. We are unable to give ETAs on deliveries until after 3pm on the expected delivery date. Smaller deliveries by Royal Mail and we will not be able to provide any tracking and may not require a signature.

REST OF EUROPE (INCL. REP OF IRELAND):

We do not offer deliveries to the Rest of Europe through our website at present but rest assured we are working hard to make this available soon. In the meanwhile, we would request to either email us at sales@ecoduka.com or give us a call on +44 1923 537 433 to allow us to quote and process your order.

Please note we ship only to the delivery address given and in most cases we recommend that this is a business address or home address. We are unable to deliver to P. O. Box addresses. It is important you ensure that the delivery address is 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. Our deliveries are non-timed so our couriers will attempt delivery between the hours of 8am and 6.00pm on Monday to Friday to the address provided. If the address you've given is a residential address then our couriers may attempt to deliver up to 8pm in the evening (this is at their discretion only).

We supply our goods throughout the United Kingdom and Northern Ireland. When going through the ordering process you will be asked to select your country/location. Deliveries that are not considered United Kingdom mainland will incur a surcharge (i.e. Northern Ireland, Scottish Highlands & Islands, Isle of Wight, Isle of Man for example). When checking out the relevant delivery charges will appear.

We do not offer deliveries to the Rest of the World through our website at present but rest assured we are working hard to make this available soon. In the meanwhile, we would request to either email us at sales@ecoduka.com or give us a call on +44 1923 537 433 to allow us to quote and process your order.

We will be unable to accept any returns due to hygienic reasons. Please check the size carefully as we have given full details to ensure that it is the right fit.

If the goods in your order have been damaged or arrived faulty please let the courier company involved know immediately and do also inform us. Alternatively if you have accepted the delivery, 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 by emailing us at sales@ecoduka.com or calling us on 01923 537 433.

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 arrange our courriers to collect the incorrect products within 48 hrs before we are able to send the correct products out. Alternatively, if you need the right products quickly, you can place the order again for the right products and we will refund the incorrect order in full upon receipt of them.

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.