FAQ

In this section, we are answering all of your frequently asked questions. If you do not find an answer here, do not hesitate to contact us.

DELIVERY

International Delivery

How can I find your international delivery information?

We are a multibrand marketplace with many different sellers, which means that your items will be shipped directly to you by each seller. You can find all international delivery information including delivery days to different zones by going to the seller"s profile that can be found under "Labels" and click on "Policies".

If you are ordering items from several different sellers, shipping costs are added to each other and you will receive several parcels. If you want to order from local sellers from your country, use the filter "Shipping from (country)" and narrow your search to local sellers from your country.

In the cart, you can use the function "Calculate shipping rates" to see how much shipping will cost in total. If you want to see shipping costs for each product, use the function "Shipping Calculator".  

What delivery methods are available?
  • We offer Standard delivery services to most European countries and most countries of the world.
  • Once you've entered your delivery address, you'll be able to see the delivery services available. We aim to offer world wide shipping. However, there may be certain cases where the seller has not listed your country. If this is the case, please get in touch with us and we will do our best to organize shipping to your country.
  • All of our delivery services are trackable. You'll receive a shipping confirmation email with a tracking link once your order has left the warehouse.

How can I track my order?

1. Track the order online

You have received a tracking link on the e-mail you used to place the order, simply click the link and you'll be able to follow your parcel.

Your tracking link will be able to provide up to date information on the status of your delivery.

Keep in mind that if you have ordered items from different sellers, you will receive several tracking numbers and several packages. The estimated delivery days can be found in each seller's profile under "Policies".

2. Contact us 

If your estimated delivery date has passed and you haven't received your order, please get in touch with us in order to help you further.

We won't be able to provide you with additional information until this date has passed.

Shipping costs

If you are ordering items from several different sellers, shipping costs will be added to each other and you will receive several parcels. Often sellers offer free shipping to certain locations and we regularly offer free shipping for certain periods. If you want to order from local sellers from your country, use the filter "Shipping from (country)" and narrow your search to local sellers from your country.

In the cart, you can use the function "Calculate shipping rates" to see how much shipping will cost in total. If you want to see shipping costs for each product, use the function "Shipping Calculator".  

RETURNS

How do i return an item?

If you wish to return an item, first check on "Seller profiles" how many days you have to return an item. If you are returning an item from the seller Eco Fashion Labels, you have 30 days to return an item. If you are still eligible for a return, follow these steps:

You'll need to create a return through your Account.

A few points to keep in mind:

  • Each seller has different return policies, check the seller profile for more info.
  • Return days vary from one seller to another but the minimum is always 14 days. Check seller profile "Policies" for more details.
  • After we have received your return, it can take up to 7 working days for the refund to be processed

 

Create a Return

 

1. Log in to "My account" with the e-mail you used to create the order.  

2. Fill in the details about the item you’re returning and the reason you’re returning it.

3. Your label will be emailed to you - simply print it out and attach it to the front of your parcel. It's worth checking your junk and spam if you're having trouble finding it.

4. Take it to your local Post Office or selected drop off point.  

Keep hold of your proof of postage in case we need to see it at a later date. If your local postal service doesn't offer proof of postage and you've created your returns label online, you can track your return using the tracking number generated by our returns portal.

 

Don't forget....

 

We recommend removing or covering your shipping label before attaching your returns label to your parcel.

If you're looking to return items from multiple sellers, you'll need to send these back separately and create a returns label for each.

All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned in an unsuitable condition, we may send it back to you.

Check out our Returns Policy for more information.

How long do I have to return an item?

It depends on each seller's policies. Visit "Seller profile" and go to "Policies" to find out more information about return days.

If you are returning an item from the seller Eco Fashion Labels, you have 30 days to return an item. More details can be found in "What is your return policy".

Can I return an item for an exchange instead of a refund?

It depends on each seller's policies. Visit "Seller profile" and go to "Policies" to find out more information about exchanges. If you need any assistance, do not hesitate to contact Eco fashion labels team.

What is your return policy?

Returning an unwanted item?

As we are are a marketplace with multiple sellers, you need to check the specific sellers policy about returns/exchanges/reclamations. You can do so by visiting the specific "Seller Profile" listed under LABELS and go to their "Policies". Don't worry, as long as an item is still in its original condition and you haven't passed the deadline for returning the items, most sellers accept returns. If you are returning an item from the seller Eco Fashion Labels, please read the end of this section.

Once the item has been received back and checked, we aim to refund you within 14 days of receiving the returned item.

After that?

We don't accept returns for unwanted items after the relevant returns period has ended.


Original condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

  • Face + Body products if opened, used or protective seal is not intact
  • Underwear if the hygiene seal is not intact or any labels have been broken
  • Swimwear if the hygiene seal is not intact or any labels have been broken
  • Pierced jewellery if the seal has been tampered with or is broken.

 

None of this affects your statutory rights.

If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

Return policy for Eco Fashion Labels products

In accordance with § 1829 of the Civil Code in Czech Republic, the buyer has the right to withdraw from the purchase contract within 30 days of receipt of the goods without giving a reason. The Buyer will personally hand over or ship the returned goods to the Seller without delay to the above address and enclose this completed and signed form. The date of withdrawal from the contract is considered to be the date of delivery or return of goods to the seller or notification of withdrawal to the email address.

For hygienic reasons, underwear and earrings cannot be returned. If the goods were visibly worn or otherwise damaged before returning, the seller has the right to refuse the returned goods.

The cost of returning the goods to the seller and/or exchanging it shall be borne in full by the buyer.

For returning the goods, please send us the product with this printed and signed form to the following address:

Eco Labels Group SE

Krakovská 583/9

110 00 Prague 1 - Nové Město

Returns: You can return your item to us within 30 days. The customer bears the costs of shipping back the item. Once we have received the return and checked it, we will refund you the item price and the original shipping costs.

Exchanges: We will exchange your unworn and undamaged product purchased on our e-shop for another one within 14 calendar days of receipt of the package. If the price of the new item is lower than the original one, we will refund you the difference. If you choose a more expensive item, we will ask you to pay the difference in advance via bank transfer. The customer bears the costs of shipping back the item.  

Reclamations: The goods have a guarantee of 2 years. If you need to reclamate your product, please send us an email to contact@ecofashionlabels.com with pictures of the damage. We have 30 days to process the reclamation. We will inform you on the next steps via e-mail. In case of a reclamation, you have to pay the shipping costs back to us yourself. If the reclamation is approved, we will refund you the shipping costs and the price of the product.

 

Let us know that you have send a package on contact@ecofashionlabels.com.

Please do not send cash on delivery packages, we cannot accept such packages.

ORDER ISSUES

I've received a faulty/incorrect item, what should I do?

As soon as you discover a fault, please contact Eco Fashion Labels Team with the following information:

  • The order number
  • The faulty item's name and number
  • A description of the fault

If you've received something you haven't ordered, please get in touch with us. We will instruct you how to proceed with shipping back the item. We'll refund you as soon as it arrives back at the warehouse.

I'm missing an item from my order, what do I do?

We're sorry there's an item missing from your order. Before contacting Eco fashion labels team, we recommend checking the following:

  • You may have ordered items from different sellers so they will arrive in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

If an item is missing, please get in touch with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

Can I amend my order after I've placed it?

If your order has not been posted yet (you haven't received a tracking link yet), you can still amend it. Please get in touch with Eco fashion labels team and we will sort it out for you.

If the order has already been shipped, you cannot amend it anymore but you can still cancel your order and get a refund.

How can I cancel my order

If your order has not been posted yet (you haven't received a tracking link yet), you can still cancel it before shipping.

To cancel your order, just follow these steps:

1. Log into My Account and view your recent orders.

2. Go to My Orders and select the order you'd like to cancel.

3. Click on Cancel next to your oder.

If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you've received your order.

PRODUCTS & STOCK

The item I want is out of stock. 

We recommend to use the function "Notify when available" that you can find in the product detail. You will receive an e-mail when the item is back in stock.

If you have a more precise request, please get in touch with us.

How can I find a specific product or brand?

You can see all our brands in "Labels" in the top navigation menu. Once you click on one, you will come to their "Seller profile" and you can see all their products.

Another way is to browse through the categories and use the filter "Značka" to narrow down your search.

Where can I find your size guides?

The size guides can be found inside the product detail. Just click on the icon "Size guide". If it is missing, please get in touch with us by e-mail or via the chat.

PAYMENTS

How do I place an order?

Placing an order couldn't be easier, simply follow these steps.

1. Click Add to Cart to place the item you want to buy in your cart.  

2. Once you have finished shopping, click on the cart icon to view the items in your cart and to pay. This will appear on the side of the screen on the app and the top right hand side of the screen for desktop. If you're happy with the items in your bag, click Checkout.

3. If you have already an account, we recommend to login to save time. If you don't have it, fill in all the required details.

4. Review and confirm the items in your order.

5. If you have a promo code or voucher to spend, you'll need to enter this under the Discount Code tab.

6. Click on "Continue to shipping".

7. Click on "Continue to payment".

8. Select your preferred payment method and click on "Pay now".

An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking Eco Fashion Labels is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

Payment methods

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

 

 

You can also pay by Bank Deposit. If you choose this payment method, you will receive all details to which account you should make the transfer and which amount. Once we have received the deposit, we will ship your order. Keep in mind, that it might take 1-2 business days for the transfer to arrive. If we haven't received the deposit within 3 business days, we will cancel your order.

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

To add your card details, just login to your account and click on Payment methods. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don't want to save your payment details to your account, then you can also enter them when you get to checkout. If there is no payment details saved to your account, then you'll be asked to enter them when you place your order.

How do I use PayPal to pay for my order?

To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free.

If PayPal has successfully been added as a payment method on your account, it will appear as a payment option at the checkout. If you place an order while being logged in to "My account" on Eco Fashion Labels, you will not need to log in to Paypal anymore, it will be done automatically.

Why pay with PayPal?

  • It's safer: shop at thousands of websites without sharing your financial details.
  • It's faster: with no need to type in your card details, you can check out in a few clicks.
  • It's easier: all you need is an email address and password to pay online.

My payment was declined, what should I do?

1. Place your order again

If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.

2. Make the relevant checks

To help ensure your order is not declined when placing a new order we suggest checking the following:

  • Check the card details to make sure the information is correct, e.g. the expiry date or your billing address.
  • Make sure you enter the security code correctly - that's the three digit number on the back of your card.
  • Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
  • If you've checked all of the above, try paying with another card.

 

3. Contact us

If you've tried all these and are still having problems, contact Eco Fashion Labels team with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.

What currencies can I use to place an order?

You can check the product prices in different currencies by using the flag button on the top left of the page. Nevertheless, the final payment will always be in EUR.

What currency will I be charged in?

When you pay for your order, you'll be charged in EUR. If your payment card is registered with a different currency to the one you're purchasing in, then your bank will convert the price using their exchange rate.

TECHNICAL

What is My account and how do i log in?

"My account" allows you to have an overview of all your orders. From here, you can track your orders, request a return, exchange or cancel your order. You can login/create an account by clicking on the black icon of a person on the top right of the page.

I'm having trouble accessing My Account pages

You must sign into your account if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there's a few things worth checking:

  • Make sure you are using the same email address and password you registered with.
  • If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
  • If after this you still can't sign in, contact Eco Fashion Labels team giving as much detail as you can about the issue, including screen shots of any error message you get and what you've done so far to try to resolve it.

Do I need to create an account to shop with you?

No, you don't but we recommend creating an account as it allows you to order easily without having to fill in your details every time you shop with us.

You will also receive benefits such as order tracking, regular newsletters, and exclusive discount/promos and special offers.

Join Eco Fashion Labels now, or you can start shopping straight away and set up your account when you check out - whichever suits you best

OTHER

How can I join the affiliate program?

Join

It's free and easy to join. Get up and running today. You can sign up to our Affiliate program here.

Advertise

Choose from our products to advertise to your customers. Whether you are a large network, content site, social media influencer or blogger, we have simple linking tools to meet your advertising needs and help you monetize

Earn

Get up to 8% in commissions on successful referrals. Earn commissions from all qualifying purchases, not just the products you advertised. Plus, our competitive conversion rates help you maximize your earnings.

Do you want to sell on Eco Fashion Labels? 

Do you have you own eco fashion brand and would like to sell your products on our marketplace?

We would like to hear from you!

All info here.

Collaborations

We are interested in collaborations with bloggers, influencers and other businesses in the field of sustainable fashion. We can offer host blogging on our fashion blog, linkbuilding cooperations or affiliate marketing. We are also open to other forms of collaboration, just write us an e-mail on contact@ecofashionlabels.com.

We look forward to hear from you!

CONTACT US

+420 739 837 805

  • contact@ecofashionlabels.com


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