• Your shopping cart is empty!

Returns & Refunds

Please find information regarding our returns and refunds policy below.

Return to Store - Free

You may return items bought online to any open EcoEcart store within 28 days of receipt. Any items returned must be in their original condition with all tags attached and must be accompanied by the delivery note as proof of purchase. Without proof of purchase an exchange, at the current or last known selling price, or credit note will be offered. The delivery charge will only be refunded if the full order is returned to the store. Your statutory rights are not affected.

Orders placed via Paypal can only be returned directly to our warehouse: EcoEcart, 20 Wenlock Road, London.

Returns by Evri or Post

  • You can now return your items by visiting: https://www.evri.com/return-a-parcel. You can choose whether to have a courier collect your parcel from your house or by locker drop off or Parcelshop drop off and with over 4,500 drop off locations nationwide it has never been easier to return your parcel.

  • Returns must be made within 28 days of receipt, must be in their original condition with all tags attached and must include the fully completed returns slip. The original delivery charge will only be refunded if the full order is returned.

  • For safety and hygiene reasons we will not refund lingerie (excluding bras), swimwear without the hygiene strip, unsealed cosmetics, hosiery and pierced earrings.

  • Unfortunately you cannot receive a refund on gift cards & e-gift vouchers.

  • If you pay using a EcoEcart gift card, any returns will be refunded back onto your EcoEcart gift card. Please do not throw your gift card away. Orders placed online with a gift card or e-gift voucher that are returned to a store, will be refunded via credit note, credit notes can not be redeemed online.

  • If the order was delivered via UK Standard, and by returning an item for refund your order value falls below the free delivery threshold, the cost of delivery will be subtracted from your refund.

  • Orders bought in store, including via our in-store web ordering service, must be returned to store.

  • Please allow up to 14 days for your return to be processed.

Postage costs for returns made through the Post Office or Evri are the responsibility of the customer. In the event that we do not receive the returned goods, it is the customers responsibility to provide proof of return, therefore, we recommend that a traceable postal service is used. Your statutory rights are not affected.

Faulty Items

Returning Underwear, Lingerie and Swimwear

  • We do not accept returns on knickers for hygiene reasons. However, bras are returnable.

  • You can return swimwear as long as the hygiene seals are still in place.

Returning Goods Bought On Promotion

  • If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20.00') you will be refunded the full price of that item less the total discount given in the offer.

  • Buy 1 Get 1 Half Price offer. You must purchase at least 2 items to participate in this offer. Cheapest item(s) half price. E.g. If you purchase 4 items, you will get the cheapest 2 at half price. If you purchase 6 items, you will get the cheapest 3 at half price. Excludes gift cards and e-gift vouchers.

  • If you return a single item bought as part of a multi-buy discount offer you will be refunded the full price of that item less the total discount given in the offer.
    If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.

  • For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return all items for us to process a refund.

  • If you return a single item bought when using a £ off or % discount promotion then you will be refunded the full price of that item less the total discount given in the offer.

  • The % discount or £ off promotion is only valid at time of purchase and cannot be transferred to a subsequent purchase.

  • If you are only returning one item bought as part of a larger purchase (2 or more products) then the discount you received will be equally divided against all purchases you made at the time. Therefore the refund given on one item will be the normal purchase price minus a percentage of the discount.

  • For example when buying 5 items spending a total of £50 if you used a £10 off promotion, on returning 1 of the 5 items then you would receive the items purchase price minus one fifth of the £10 discount applied at time of purchase.

  • Discounts cannot be re-applied to further purchases.

  • If the order was delivered via UK Standard mail, and by returning an item for refund your order value falls below the free delivery threshold, the cost of delivery will be subtracted from your refund.

Returning Items Bought In Store

  • All items bought in store can only be returned to store.

  • You may return items within 28 days of receipt.
    Please note: this excludes sale items which must be returned within 14 days of the purchase date.
    Any items returned must be in their original condition with all tags attached and must be accompanied by proof of purchase. Without proof of purchase an exchange, at the current or last known selling price, or credit note will be offered. Your statutory rights are not affected.

  • For safety and hygiene reasons we will not refund lingerie (excluding bras), swimwear without the hygiene strip, unsealed cosmetics, hosiery and pierced earrings.

  • Unfortunately you cannot receive a refund on gift cards & e-gift vouchers.

If you pay using a EcoEcart gift card, any returns will be refunded back onto your EcoEcart gift card. Please do not throw your gift card away. If you pay using an e-gift voucher, any refunds will be issued via e-mail to a new e-gift voucher. Orders placed online with a gift card or e-gift voucher that are returned to a store, will be refunded via credit note, credit notes can not be redeemed online.

  • Can I return my branded item to a store or by post

  • The following brands can only be returned direct to our website: Izabel London, Saloos, Mudflower, DORINA and Brave Soul. Details of how to do this are printed on your despatch note

  • Can I return my branded item to another retailer where they sell the same brand

  • You will need to return this item direct to our website in order to receive a refund.

  • Can I exchange branded items in your stores even though I bought elsewhere

  • No, you can not return branded items that you have bought elsewhere in our stores.

Returning goods bought with a gift card or e-gift voucher

Where you pay part gift card or e-gift voucher, part card/paypal, any refunds applied will be made to the gift card or a new e-gift voucher will be issued in the first instance. It is your responsibility to retain the original gift card as it will not be replaced. Where the gift card or e-gift voucher is lost, stolen or destroyed any balance remaining will be lost. Orders placed online with a gift card or e-gift voucher that are returned to a store, will be refunded via credit note, credit notes can not be redeemed online.