Order despatch
We aim to provide same day despatch on orders received before noon Monday to Thursday. Orders received after noon on Thursday requiring courier delivery or received after noon on Friday for Royal Mail delivery will be despatched the following Monday.
Despatch
Orders weighing under 2 kg will normally be despatched via Royal Mail 2nd Class post and those weighing more will normally be despatched by 2-3 day Fedex courier service (UK Offshore deliveries may take longer).
If you don’t receive your order when expected please let us know as soon as possible so that we can trace it for you.
We pack all products carefully and comply with our carrier’s requirements for liquid products (which unfortunately means using more plastic packaging than we would like) but packing errors and damage in transit can occasionally occur. Please inspect your order as soon as you receive it and inform us of any issues on 01225 867760.
Carriage Charges
When you order from a UK address, carriage will be automatically calculated and added to your account at the rates shown below:
UK Mainland (including Isle of Wight)
£3.80 for orders up to £50
Free of Charge for orders over £50
UK Offshore – Scottish Highlands and Islands, Isle of Man, Isles of Scily, Northern Ireland (excludes Channel Islands for orders over 1.75 litres)
£3.80 up to 1.75 litres and
£33 from 1.75 litres to 10 litres.
(For orders over 10 litres please call or email us at [email protected] for a quotation).
If a UK Mainland postcode has been selected in error for a UK Offshore address Eco Pond reserves the right to make an additional delivery charge. We will contact you to discuss this before processing your order.
Overseas
Whilst we’re happy to send orders to the Channel Islands, Europe and further afield, carriage charges can be high. If you’d like to email us at [email protected] we’ll be happy to give you a quote for delivery, or may be able to give you the name of one of our overseas distributors.
Payment
We accept Visa and Mastercard debit/credit cards. Please note that your account will be debited on receipt of an online order.
Transaction payments are processed by Stripe whose secure server ensures that all information is encrypted and secure. We are PCI DSS compliant (Payment Card Industry Data Security Standard) – the information security standard for organisations that handle cardholder information. For details on PCI compliance please visit www.pcisecuritystandards.org.
Cancellation of Orders/Returns
If for any reason you wish to cancel your order and receive a full refund you may do so. You will need to contact us in writing within 14 days of receiving the goods and return the goods to us at your own cost.
In the event that you should need to return the goods for reasons of faulty manufacture, please call us within 30 days of purchase on 01225 867760. A replacement and the return postage cost, or a refund will be sent to you and your statutory rights will not be affected. Refunds will be made to the payment card used for the return purchase.
In both instances, please pack the item securely and return to us with a note giving your name, address, day-time telephone number, order number and the reason for the return.
