What type of wicks do you use?
What ingredients are used in the body care range?
I have a gluten intolerance, wheat, nut or soy allergy. Can I use ECOYA products?
Are ECOYA products tested on animals?
Which fragrance is the strongest when burning?
How do I open my diffuser?
Can I buy Refills?
Why is there black residue on the inside of my candle?
Why does diffuser liquid discolour?
PRODUCT & STOCK
Can I purchase discontinued or out of stock items?
Can I recycle my ECOYA candle jar?
Can I purchase gift vouchers online?
Can you gift wrap my order and send it to a friend?
Orders & Shipping
How do I know you have received my order?
How long will my order take to arrive?
Black Friday order delay:
Please note that while we are working around the clock to ensure your ECOYA order is delivered within our usual delivery times, we are encountering some delays. We apologise for this and are working hard to have your Black Friday order dispatched within 7 working days from your purchase date. You will receive your tracking information via email once your order is on its way to you.
Thank you for all your support and patience. Please do not hesitate to contact us at firstname.lastname@example.org if you have any questions.
- Deliveries to the Auckland region within 1-3 business days after your order is placed.
- North Island delivered within 2-4 business days after order is placed.
- South Island delivered within 3-7 business days after your order is placed.
*Some rural deliveries may take longer.
What are your delivery options?
How do I know when my order is dispatched?
As soon as your order has been dispatched we will send you an email with your tracking details, so you can keep an eye on its progress. You can also login in to your account and check your order status at any time.
I have not received my order, what can I do?
My order was received damaged, what can I do?
If you receive your order and it is damaged, please contact us immediately here. We will be more than happy to replace the item for you and ensure your new order arrives safely. You will need to send the order back to us via post or courier. Once we have received the order we will send out a replacement right away.
Can I return my order if I am not happy with it?
Can I return a product I purchased online to one of your retail stores or stockists?
How do I redeem an ECOYA promo code?
My promo code doesn’t work, what shall I do?
Can I change my account password and personal details?
I have purchased before but can’t login to my account, what shall I do?
Do you offer discounts for bulk purchases?
How do I find an ECOYA stockist in my area?
STILL HAVE ANY QUESTIONS?
Email us at email@example.com