Shipping & Returns
Shipping Policy
Delivery
We're offer Fast and Free Delivery to all our UK customers - for all orders.
Orders are shipped directly from UK warehouses. Most products are shipped very quickly, usually within 2-4 business days, in some cases even within 24 hours.
Sometimes delivery to specific postcodes may incur additional charges, so if you are unsure of your delivery method please contact us.
If you have ordered multiple items under one order, they may be shipped separately due to size and to get your order to you as quick as possible.
Each product card includes information about the delivery method and order processing time.
All costs are calculated in your basket with the order during checkout.
Damaged and Faulty Items
Check your products immediately after delivery to confirm they are in proper condition.
Do not throw away or destroy the packaging immediately after delivery, until you are sure that everything is OK with the ordered product, so that the possible return process will be carried out correctly and quickly.
If you find damages after the delivery has happened, please contact us and include any photos of the damage so we can resolve the issue. Please do not return any items to us without any prior contact with us as we will be unable to refund any postage costs.
Abroad
It is also possible to ship outside the UK. If you want to find out about the method, costs and time of delivery abroad - please contact us.
Payments
We use WIX Payments to process all our credit and debit card transactions. We also accept PayPal and bank transfers.
Return & Exchange Policy
Change of Mind Returns
If you don't like the item you purchased from us or you no longer want it, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.
To start a return, contact us at info@ecando.co.uk and we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note - we do not cover the returns postage costs for change of mind returns.
Damages and issues returns
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, if you receive the wrong item, or the item is not as described so that we can evaluate the issue and make it right. We have a 28-day damaged goods return policy, which means you have 28 days after receiving your item to request a return.
To start a return, contact us at info@ecando.co.uk . Please provide photographic evidence of the damage to speed up the returns process and we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ecando.co.uk .