Returns FAQ

 

What Is your Returns Policy?

 

How do I return an item?

 

I have lost my Invoice . What do I do?

 

What happens to my return when it reaches Eco Apparel Store?

 

Do you pay for my return shipping?

 

What is the return policy for sale items?

 

Where do I ship my return?

 

I have been refunded the wrong amount?

 

I returned an item and it was incorrectly processed?

 

Can I return items that we purchased as a gift?

 

Can I return items purchased with a Gift Certificate?

 

 

ANSWERS

Returns FAQ

What Is Your Returns Policy?

 

Eco Apparel Store is committed to customer satisfaction- we aim to make all aspects of ordering as easy as possible, especially returns. If you receive any merchandise that you are unhappy with for any reason, simply return it to us within the time frame listed in our Returns Policy Seciton in the condition that you received it and we will happily exchange or refund*.

 

*Refunds not applicable on Sale items, Promotional items, Lingerie, swimwear, jewellery or under garments.

 

Exchanges (full price items) -14 days from date of purchase

 

Exchanges (sale items) -7 days from date of purchase

 

Refunds (full price items) -14 days from date of purchase

 

In all cases, the returned items must be in their original condition, unless faulty.

 

Upon return of faulty goods, our returns department will assess and forward on to the manufacturer. If the item is being repaired, we will inform by email the RA number and estimated date of completion. The repaired item will then be posted back to you free of charge. If the item is being refunded, we will process this as usual, ensuring to have your refund as quickly as possible after assessment.

 

How do I return an item?

 

If for any reason you would like to return your product to us please follow the simple steps below:

 

1. Complete the Exchanges & Return section on Returns Policy section of the web site & enclose with your return merchandise. Be sure to complete all fields to ensure prompt turn around.

 

2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.

 

3. Affix the pre-addressed label to your package, making sure you cover or remove original shipping label.

 

4. Attend your local Post Office and send to the labeled address. For security and peace of mind, we strongly suggest insured registered post as ecoapparelstore.com is not liable for lost return parcels.

 

5. Eco Apparel Store will then gladly cover the cost of shipping your new product via eParcel.

 

What happens to my return when it reaches Eco Apparel Store?

 

Once received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your exchange/refund as quickly as possible. So you are kept informed, we will send you an email confirming your exchange or refund, and how it is being processed to your original form of payment.

 

Refunds for credit card payments will be automatically issued to your bank account, please allow 2-7 business days for the refund to show in your account due to bank processing time.

 

Refunds for PayPal payments will be issued back to your PayPal account within 24 Hours of your email confirmation of return.

 

Refunds for Bank Deposit payments will be issued upon confirmation of your bank details. A member of our Customer Service team will email you requesting your bank details and process them within 24 hours.

 

In the unlikely event that you do not receive an email from us within 10 days of posting your order back to us, please contact our Customer Service Department and we will help you to find it. If you have a tracking number for this parcel, please inform us of this.

 

Do you pay for my return shipping?

 

If the returned item was damaged, defective or if we shipped you the incorrect item we will gladly pay for the return shipping cost upon assessment, as well as the shipping for the new item.

 

In the case of reimbursement of shipping, a receipt is required to be sent with the return.

 

If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren't happy with your choice of size, colour, style) then we ask that you pay for the cost of returning that item to us. We think that's only fair. We will however cover the cost of shipping the new item back to you.

 

Please see our Returns Page for more details.

 

What is the return policy for sale items?

 

Sales or Promotional Items cannot be returned or exchanged.

 

 

I have been refunded the wrong amount?

 

We are very sorry if the amount refunded was incorrect and are more than happy to fix this for you. Please contact our Customer Service Department (sales@ecoapparelstore.com) and we will sort it out. Please ensure you have your order number or name at the ready so we can find the relevant information to help you as quickly as possible.

 

I returned an item and it was incorrectly processed?

 

We are very sorry if your request was not met. If you were expecting an exchange and received a refund instead this may have been because we did not have sufficient stock of the requested item. In this case we will attempt to contact you, however if no contact can be made we will process and return your funds as quickly as possible, so not to hold up your funds. You can then reorder another item that you may like in your own time. If you were expecting a refund and your request was not met, please contact our Customer Service Department.

 

Can I return items that we purchased as a gift?

 

Yes, you can return items that were either purchased for you as a gift or that you purchased for another person. Please follow the returns instructions above and ensure to tick on your returns form that it was a gift.

 

If a refund is being issued, it will go back to the card originally used on the order. If an exchange is being issued, it will be sent back to the shipping address unless stated otherwise.

 

Can I return items purchased with a Gift Certificate?

 

Yes, items that were purchased either in full or partially by a Gift Certificate can be returned for a refund or exchange. Please return as usual with the returns form filled out. If the order is being exchanged and an additional amount is owing, our Customer Service department will contact you regarding further payment.

 

If the order is being refunded, a new Gift Certificate code will be issued.

 

For an order partially paid with a Gift Certificate, we will refund the other form of payment first, and send you a new voucher for the remaining amount.