FAQ

I haven’t received my order

If you haven’t received your order within 5 working days we ask you to check with:

• Your neighbours and/or family members who may have taken the parcel in for you and put it in a ‘safe place’
• And most importantly your local Royal Mail sorting office
• Please do this BEFORE contacting customer service, as these days the Royal Mail often do not leave red cards to let you know you have a parcel waiting.
• You can locate your local Royal Mail delivery office by calling their main customer service line on 08457 740740 or visiting www.royalmail.com

Can I return an item?

We ask you to pay the return postage for any item that doesn’t delight you. Contact us for a return authorisation code. Return it within 7 working days in a new, unused, unopened and re-saleable condition.
Please send your item, with the return authorisation code and a copy of your invoice and a letter stating the reason for the return to:
Returns
Eco Systems Group
Cheviot House,
Shorehill,
Annan,
DG12 6SN
We’d advise you to return any items via recorded delivery (or get a proof of postage free from your post office) in order to ensure safe receipt. We can’t be responsible if an item doesn’t reach us.

Queries

What do I do if I have not received a response to my query?
We answer all email within 1 working day – often much quicker. Please check your spam folder.