Refunds & Cancellations

Cancelling Your Order Before Dispatch

If, for any reason, you wish to cancel an order before the Item has been dispatched, please contact us on support@eclecticcool.zendesk.com. Please note however that requests for cancellations sent via email may not be actioned immediately which may result in the order being dispatched.

Returns and Exchanges Policy

We want you to be completely happy with your purchase. If an Item is not what you expect or you have simply changed your mind, then you may return the Item to us for an exchange.

An Item will only be accepted for an exchange if the following conditions are met:

  • You contact us at www.eclecticcool.zendesk.com We will send you a refund form which must be returned to us prior to the dispatch of the returned item.
  • The Item is returned to us in a saleable condition tags on, unused, unwashed, in the original packaging.
  • The Item is returned to us within 7 days of your receipt.

Please ensure that any returned Item is securely repackaged. We recommend that you use an insured registered mail service as returns not received by us cannot be exchanged.

Large items shipped internationally are unable to be returned or refunded.

All postage costs for exchanges will be your responsibility [except where you have returned an Item to us because it is damaged in transit or is faulty].

Please note

  • We are not able to accept “change of mind” returns on pierced jewellery, swimwear, underwear or for Items that have been made or prepared according to your specifications, for example personalised, customised or “made to order” Items (except where these Items are faulty or damaged in transit).]
  • Gift cards and Items marked “Sale” (or similar), “Sample” or “Seconds”, are unable to be returned to us for an exchange or refund.

Damaged or Faulty Items

We carefully check each Item before sending and we package each Item with care. If your parcel appears damaged or opened upon receipt, ensure that this is noted with the carrier before signing for your parcel.

In the unlikely event that you receive an Item that is damaged in transit or faulty, please contact us first on support@eclecticcool.zendesk.com within 2 days of your receipt [return the Item to us in its original packaging, unused, unwashed and with tags on within 3 days and we will arrange a replacement for you.

Method of Refund

We normally provide any refund using the same method originally used by you to pay for your Item. Please allow up to 28 days (from the day you return the Item to us) for your refund to be processed. Note that it may take a further few days for the money to appear in your account depending on your bank or card issuer.