Shipping & Returns

Pre-order timeframes

We estimate that pre-orders for our Plug-In Diffusers & Fragrance Flasks will be shipped from 4th June 2024. This is also included within the product description of the product you have pre-ordered, as well as in your order confirmation email. If you have purchased other items with these pre-ordered items, excluding a free Mini Madison Candle gift with purchase, then these will be shipped separately within our standard timeframes. Any free Mini Madison Candle gift with purchase product will be shipped with your pre-ordered product if they are the only products in your order. Please note the shipping timeframe given for pre-orders is an estimate and doesn’t take into consideration delays due to unforeseen circumstances. If your pre order is delayed, we will do our best to contact you via email as soon as possible (please make sure you check your inbox and spam folders).

Pre-order changes

If you need to change or cancel your order, please email us at hello@ecoya.com and we will do our best to help. Please note, if your order has already shipped, we won't be able to cancel your order.

Pre-order returns

Our standard returns policy also applies to pre-ordered items. If you are not satisfied with your purchase you can return it for a full refund or replacement within 30 days of when you received it. Returned goods must be in un-used condition with packaging and order confirmation included. Please allow 3 to 7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty. The customer is responsible for return shipping. If you wish to return your purchase, please contact us here and we will provide details on where to send your return.

 

Shipping to Australia

We offer free shipping on orders over $100 or a $12.99 flat rate on all other orders for both New Zealand & Australia.

All Australia orders are dispatched from Melbourne, VIC.

  • Delivery made between 9am-5pm Monday – Friday via StarTrack or Couriers Please.
  • VIC and NSW metro areas delivered within 2-7 business days after order is placed.
  • All other areas within 5-9 business days after your order is placed.

*Some rural deliveries may take longer.

 

Shipping to New Zealand

We offer free shipping on orders over $100 or a $12.99 flat rate on all other orders for both New Zealand & Australia.

All New Zealand orders are dispatched from our warehouse in Auckland via PostHaste. 

  • Delivery made between 9am-5pm Monday – Friday.
  • 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.

Please note we do not deliver to parcel lockers or PO boxes in New Zealand.

Rest of World

ECOYA do not currently offer international shipping to countries outside of Australia and New Zealand. For a full list of international stockists please visit our stockist page here.

Returns

If you are not satisfied with your purchase you can return it for a full refund or replacement within 30 days.
Returned goods must be in un-used condition with packaging and order confirmation included.
Please allow 3 to 7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty.
The customer is responsible for return shipping.
If you wish to return your purchase, please contact us here and we will provide details on where to send your return.

Damaged Items

We make every effort to ensure that your order arrives in perfect condition. It is normal for the shipping carton to show some wear from it’s journey to you. However if damage has occurred to the product(s) inside, please contact us here and we will be more than happy to resolve any issues.

Order Cancellation

You may cancel your order, provided we have not yet dispatched it. We will refund the cost of your order to the credit card you purchased with.
Please contact us as soon as possible and we will do our best to accommodate your request. Contact us here.