If your order comes before 2pm on a working day (Monday to Friday), our timing of delivery will be 5-7 working days. *
SHIPPING COSTS are the following:
|Rest of the world
How long does it take our delivery?
The packages will be sent through MRW and will be delivered within 24-72 working hours depending on the delivery area. Purchases made after 1:00 p.m. will be handled the next business day.
Península- Delivered within 24h-48h working hours. *
Baleares – Entrega en 48 – 72h working hours. *
* Delivery times correspond to working hours, excluding holidays, national, regional or local. All purchases made after 1:00 pm will be handled the next day.
During holidays such as Christmas or national holidays we cannot guarantee 24-hour delivery due to the high volume of shipments, also, during the second Easter, September 11 and December 26, we will remain closed for local holidays.
7-10 working days
Sweden, Norway and Iceland
7-10 working days
Rest of Europe
7-10 working days
Rest of the world
15-25 working days
* Once the package has reached the country of destination, the company to delivery the goods will be the national post office.
CAN I PICK UP AN ORDER AT A POST OFFICE?
If you prefer to pick up your order at a Post Office, you can request it through the Post Express tracking you will receive in your email by clicking on “manage delivery”. Enter your zip code and a map will appear with the available offices. As soon as the package arrives at the office, you will receive a warning SMS so that you can pick it up.
It is essential to include a mobile phone of the recipient registered in your purchase. · The maximum period of permanence of the shipment in the Post Office will be 15 calendar days. · It is essential to present the ID to collect the order. · If you have questions send us an email to firstname.lastname@example.org and we will help you manage your shipment.
CAN I CHANGE MY SHIPPING ADDRESS AFTER I HAVE PLACED AN ORDER?
Yes, through the MRW application provided in the confirmation e-mail or through the SMS that MRW sends once the order leaves our offices. In addition, you can also change the delivery time in the event that you are not at home at the indicated time.
If you have not been able to make the change of address through the two options listed above, do not hesitate to contact us, call us at 93 582 70 72.
HOW CAN I KEEP TRACK OF MY ORDER?
As soon as your order is dispatched from our warehouse you will receive a confirmation email along with the link of MRW so that you can track it online. Through the tracking system, you can manage the delivery of the package, either by selecting the preferred time slot, changing the delivery date or picking up the order at a Post office.
Canary Islands Shipping
Shipments to the Canary Islands are made through the DHL transport agency and will be delivered within 72 working hours on orders placed before 12pm. Shipping costs are 10 euros for purchases over 39 euros (total amount of the product).
For shipments to the Canary Islands it is important to take into account the following shipping conditions:
Shipments will be subject to IGIC (Canarian general indirect tax), fees will be charged at the time of delivery of the package. The invoice is exempt from VAT.
During the purchase process you will have to enter the shipping postal code for the Canary Islands.
It is essential that you add the ID, the contact telephone number and the personal data, so that the Transport Agency does not have problems when carrying out customs procedures.
For more information, send us an email to email@example.com
* Note: It may take up to 24 hours before you have information to modify the delivery.
CAN I RETURN A PRODUCT?
Yes, Ecoderma has a flexible return policy.
1. If your product is damaged or defective, you can return it by contacting us through firstname.lastname@example.org or by calling us at 93 582 70 72.
2. If you are not happy with the product you can also return it, respecting the following conditions:
Products must be returned within 14 business days from the date of receipt of the order by the customer.
Products must be returned in their original box / packaging. In the event that the product is wrapped, such wrapping cannot have been removed.
The products cannot have been used.
Please do not put heat or stickers directly on the packaging or box. Products that are in poor condition will not be accepted.
* Conditions determined in clause 11.1 of the “Terms and Conditions” section.
WHAT OPTIONS DO I HAVE WHEN RETURNING A PRODUCT?
To return a product you can contact the Customer Service Department by sending an email email@example.com or calling 93 582 70 72.
When you return a product you can choose to:
Get a refund of the amount paid. *
Replacement of the same reference (in cases of return for being damaged or in poor condition). *
Replacement of a substitute product. (In the event that the new product has a lower price, Ecoderma will be responsible for the return of the difference in price, on the contrary, if the product has a higher value, the customer must pay the difference). *
* The refund of the amount or the new shipment of products will be made upon receipt of the package in our offices. In the event that we finally proceed with the refund of the amount, the transfer will be made within 14 business days according to your bank.
DO I HAVE TO PAY RETURN COSTS?
If you have received the order with any or all of the products damaged or in poor condition, you will NOT have to pay the shipping costs in any case. Likewise, if you request that the same product that was damaged be replaced or even want to change the reference, the management and transport costs will be taken care of by Ecoderma.
We also gives you the option to return or change the products, even if you have received them in perfect condition, however, in this case, the management and transport costs will be at your expense.
I HAVE NOT RECEIVED MY ORDER, WHAT DO I DO?
Call us at 93 582 70 72, we will be happy to help you out, you are in good hands.
There are two main reasons why you may not receive your package:
Wrong address: In this case we recommend that you always check that the address you entered is correct, since it is possible that your package was delivered to the wrong address.
Failed delivery attempts: MRW makes up to three delivery attempts with an agreed delivery date / time. In the event that they have not been able to contact you and more than 14 business days have elapsed since the first delivery attempt, arrangements are made to return it to our offices. We recommend checking all SMS, calls and e-mails.