Customer Services
FAQ
Contact us by phone
Our phone number is 01536 515020
Lines are open Mon - Thurs 10am - 5pm
Fri 10am - 1pm
Back to top
Contact us by email
Sales@echos-erotica.co.uk
Returns@echos-erotica.co.uk
Back to top
Contact us by mail
Echo’s Erotica
37 Poplar Road
Kettering
Northants
NN16 0HG
Back to top
Delivery
We process orders monday to friday 9am to 5pm. Any orders placed outside of these times will be processed the next working day. We aim to dispatch all orders within 24hours.
All orders are packaged and sent discreetly in a brown box with absolutely no indication as to the contents. We dispatch all orders using a recorded insured service. This means your order will not be left on the doorstep or with a neighbour.
We use Royal Mail and Business Post courier.
UK Delivery charge:-
Orders up to £30 - £2.70
Orders over £30 are delivered free of charge
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 1.35kg. Over this weight then goods are sent via a courier service.
Royal Mail: If you are not in when your parcel arrives they will keep the package at their local depot for 7 days enabling you to pick it up. After 7 days the parcel then returns to us.
Business Post: If you are not in when your parcel arrives they will keep the package at their local depot for 5 days enabling you to pick it up.
Back to top
Returns/Refunds
At Echo's Erotica we want you to be 100% satisfied with your purchase. If for any reason you wish to cancel your order or return an item you may do so within 14 days. Obviously due to the health and hygiene implications with adult goods we have certain conditions that must be met.
The goods must be unused, in their original condition & packaging.
Items supplied in sealed packaging that have been opened are non refundable and non returnable.
Unfortunately intimate lingerie items/items with a crotch area are non returnable.
If we suspect that the goods have been used then we reserve the right to return them to you.
Please contact us either by email or phone if you wish to return an item, this speeds up the process of refunding your payment or exchanging your item. As soon as we have received your items back to us we will either issue a refund or an exchange.
Back to top
Faulty Items
If you are returning an item because of a fault or defect please contact us first to arrange. We will issue a refund or send a replacement as soon as we receive the faulty item back.
When sending faulty items back to us please make sure they are cleaned.
If once we receive the items back they are found to be working we reserve the right to send them back to you at your expense.
Note:
If the item is battery operated please check that the batteries are fitted correctly. We also recommend trying a different set of batteries to see if this solves the problem.
Back to top
Cancelling your order
You have 14 days in which to cancel your order. If we have not already dispatched your order we will issue a full refund via the original payment method. Unfortunaly once an order has been dispatched we will only refund the actual cost of the items and not the delivery charge.
Except in the case of faulty items return delivery is the responsibility of the customer. We strongly recommend using a recorded delivery method.
Back to top
Repeat customers
For all of our returning customers we now offer a 5% discount. Once you have placed your 1st order with us you will automatically qualify for the repeat customer discount and this will be applied to all future orders.
Back to top
Reviews
You can now leave reviews on the individual product pages. You will need to use the email address and password you set when you placed your order. You will also be asked for your name and location, dont worry you dont need to use your real name!
You will find on some of the products a review has been left by Echo, yes thats us. We cant let our customers have all the fun now can we!
Back to top
Mail Order Catalogue
We have a mail order catalogue containg our best selling products and products that are not included on our website. We will soon be lauching our mail order lingerie CD catalogue. If you would like to receive a catalogue please fill in the form
Back to top
Faq
How do I place an order?
Making a purchase from Echo’s Erotica couldn’t be easier, simply click on the add to cart button on the product page, once you have finished adding items to your cart click on checkout button. You will be asked to enter your details and finally confirm how you wish to pay. If you choose to pay by card you will be directed to Worldpays secure server where your payment will be taken. Once you have completed your payment you will be directed back to our site.
Back to top
What forms of payment do you accept?
We accept MasterCard, Visa, Visa Delta, Visa Electron, Solo, Switch/Maestro and American Express. We also accept chqs via post or if you have a paypal account you can pay using that.
Back to top
Is it safe to use my debit/credit card?
Yes. We use Worldpay to process all credit and debit card payments. As you go through our checkout process you are transferred to Worldpay secure server where you make your payment. Worldpay do NOT share any of your financial information with us. Once you have completed your payment you are directed back to our site.
Back to top
I want to pay by cheque or postal order.
If you would like to pay by cheque or postal order you can place your order as normal online and choose the cheque payment option. Once you have completed your order send you payment together with your order number to our address. Once we have received your payment we will send you a confirmation email. We will email again once your payment has cleared and your goods have been dispatched.
Back to top
I dont have a credit or debit card can i still order from you?
We are happy to accept cheques or postal orders. When you get to checkout just select the cheque option from the drop down box and update your basket. When sending your payment to us please include your order number so we can locate your order on our system. Ideally if you can, print off a copy of your order and send this with your payment.
Back to top
Can i pay using Paypal?
Yes. Although we now use Worldpay to process our orders there is still an option at the checkout to use PayPal if you prefer, just select the PayPal option from the drop down box and click on update basket.
Back to top
My payment wasn’t accepted?
This can be due to any number of reasons such as overly keen mandatory payment gateway requests for information that often seems irrelevant e.g. your telephone number, variations in browser type and version number, operating system etc.
If you encounter a problem at checkout please email us on sales@echos-erotica.co.uk or call us on 01536 515020 and we will be happy to help.
Back to top
I don’t want to enter my card details online?
We understand that some customers may not be totally happy to enter their card details online or simply prefer to talk to a human, If you would prefer to make payment via the telephone or would like us to send you a paypal invoice please contact us on 01536 515020.
Back to top
How will my transaction appear on my credit/debit card statement?
Paying by Worlpay - Your credit/debit card statement will read Echo's
Paying by PayPal - Your credit/debit card statement will read PayPal *echos
Back to top
How much is delivery?
Postage is £2.70 for orders under £30. Orders over £30 delivery is free.
Back to top
Are you discreet?
Yes, all orders are sent in plain packaging with no indication as to their contents.
Back to top
How do i know my order has been placed?
As soon as you have been through checkout you should receive an email confirming that we have received your order. If you do not receive an email please check your spam folder. if you still havent had an email please contact us.
Back to top
How soon will i receive my order?
All orders are sent 1st class recorded which is a 1-3 day service.
We advise customers to expect delivery within 5 - 7 days; in reality it is much quicker. If you are ordering from the Forplay or Leg Avenue ranges it can take upto 10 days for delivery this is because we do not hold stock and have to order these items in. If you are ordering from the Escante clothing range it can take upto 17 days for delivery as, like Leg Avenue and Forplay, we do not hold stock and order these items in. If you require an item of clothing from one of these ranges for a certain date please phone or email to see if we are able to get it in time.
Back to top
My order has not arrived?
Your order should be with you within 7 days of dispatch. If you have not received your order after this time please contact us. It is worthwhile checking with your local sorting office to see if a parcel is there for you as sometimes delivery has been attempted and no card has been left.
Back to top
Can i cancel my order?
Yes, if you wish to cancel your order please let us know as soon as possible. If your order has not been dispatched then we will cancel your order and issue an immediate refund. If your order has already been dispatched you will need to wait until you have taken delivery and then return the order to us at your cost.
Back to top
My order is damaged.
In the unlikely event that any of your items are damaged in transit please contact us and we will send a replacement. If there is obvious damage to the outer packaging please retain this, also if your parcel needs to be signed for please mark as damaged.
Back to top
Can i return an item?
Yes. We have a 14 day returns policy starting the day after you receive your order, click here to see our returns policy. If you would like to return an item please contact us either by email or phone to let us know. This will help speed up the process and ensure that your refund is issued as soon as possible.
Back to top
What is your privacy policy?
We guarantee we will never share, give away or sell your details to a third party. You can see our full privacy policy by clicking on the terms & conditions link at the bottom of the page.
Back to top
|
