Deliveries – Costs & Policy

What does the EcoStore charge for standard deliveries?

TheEcoStore charges a flat rate of £3.49 (including the VAT) for any delivery under £50. Note: this is offered to customers ordering in mainland Great Britain, excluding Northern Ireland, the Shetlands, Outer Hebrides, Isle of Man and the Channel Islands. For excluded territories mentioned above, please send us an email to help@theecostore.co.uk and we should be able to offer you a cost-competitive quote.

For all orders over £50 and going anywhere within mainland Great Britain, delivery is FREE. Note: this offer excludes deliveries to Northern Ireland, the Shetlands, Outer Hebrides, Isle of Man and the Channel Islands. Please send us an email to help@theecostore.co.uk and we should be able to offer you the most cost competitive quote.

Why does the EcoStore have this delivery policy?

The EcoStore has a simplified delivery policy to make sure that customers do not get confused, unlike the different delivery permutations that exist on some other websites. By keeping things simple and transparent for our customers, we can enhance their overall experience and satisfaction, whilst keeping shipping costs down to a minimum.

How long will EcoStore products take to get to my house?

If the order is placed before 11am on guaranteed next day delivery products (see the sticker on the top right of the product photo to see if this applies), you will receive those goods next day 9am – 5pm standard delivery.

If there is no sticker on the top right of the product photo, then the delivery can take between 2-5 working days. You can always check with us by sending us a message to help@theecostore.co.uk or giving us a call on 0208 8199153.

Some products (like the Ecoease secondary glazing or external rendering products are made to order), and could take an extra few working days to arrive at your property.

Please note: it is the customer’s responsibility to be available at the delivery address between the hours of 9am to 5pm to receive the goods and sign-for the items. We cannot be held responsible for delays in the deliveries if the customer is not available to receive the goods, and this subsequently results in a delay in receipt of the items.

Can I request a specific day and time for a delivery?

Yes, you can request a specific day and timed delivery, but the cost of the delivery will vary to the standard charges we have already set up. Your best option is to send us a message to help@theecostore.co.uk or give us a call on 0208 8199153 and we should be able to offer competitive rates for timed delivery of those products.

Does the EcoStore deliver to the Republic of Ireland and the European Union?

The EcoStore can deliver to any European territory, but the cost of delivery will vary to the standard policy we have for mainland Great Britain. Your best option is to send us a message to help@theecostore.co.uk or giving us a call on 0208 8199153 and we should be able to offer competitive rates for geographically specific deliveries and overseas territories.

What couriers and delivery company does the EcoStore use?

The EcoStore uses a number of courier and delivery companies, as they are all optimised for the product that is being dispatched. If you require information about the courier, then let us know which product you are interested in ordering and we can provide more information about the couriers and tracking used.

Why does the EcoStore not always offer specific product tracking information?

We normally provide tracking information on some of our bulkier products and electronic goods, such as infrared heating panels, but for all other consignments, the tracking information is kept in-house. If however, you would like to query where your goods are, then please give us a ring on 0208 8199153 or send us an email to help@theecostore.co.uk, and we can provide you with an email update about the location of your goods.

If I wanted to pick-up the goods can I save on the delivery charge?

Normally, we don’t offer a pick-up service from our head-office without prior confirmation and approval from our commercial management team. If you would like to come and discuss certain products like Auro Paint, Infrared Heating, LED lighting and Ecoease, then please book an appointment with our sales team, who will be able to invite you to one of our offices.

What happens if there was an attempted delivery but I wasn’t available to receive it?

If there was an attempted delivery, the couriers would normally leave a card through your letterbox. Some couriers would try and leave with a neighbour or leave the goods in a safe place. For ‘leave in a safe place’ or ‘drop with neighbour’, use the free text box in the checkout page to inform us of any specific delivery request, and we will do our best to help.

Please note: it is the customer’s responsibility to be available at the delivery address between the hours of 9am to 5pm to receive the goods and sign-for the items. We cannot be held responsible for delays in the deliveries if the customer is not available to receive the goods, and this subsequently results in a delay in the receipt of the items. Feel free to leave a comment in the order summary to request the items to be ‘left safe’ (as mentioned above), should you be unavailable to receive the items on the day. With the ‘leave safe’ option, please note it is the customers responsibility what happens to the items once they have been left unattended at the property: TheEcoStore, cannot take responsibility for lost or stolen items in this process.

What happens if the consignment was damaged in-transit?

We normally ask you not to accept the delivery if you can visibly see damage to the parcel or consignment. Once you have signed for the goods, you will need to inform us within 24 hours of any damage, as otherwise we cannot be held responsible for the damage thereafter, nor can we challenge the couriers to take the responsibility for this. If you see damage to the goods, or you are not happy as to the state or quality they have arrived in, then please give us a call immediately so that we can help deal with this issue.