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Shipping Policy

1. Order Processing

We aim to process and dispatch wholesale orders as efficiently as reasonably possible.

Orders are subject to product availability, payment status and any agreed account or credit terms.

Orders may not be processed or dispatched until payment has been received where payment in advance is required.

If there is an issue with your order that may affect processing or dispatch, we will contact you where reasonably possible.

2. Delivery

Wholesale orders are delivered to the delivery address provided when the order is placed.

Delivery times may vary depending on product availability, order size, delivery location, carrier availability and other circumstances.

Any delivery dates or estimated delivery times provided are estimates only and are not guaranteed unless expressly agreed in writing.

We will not be responsible for delivery delays caused by circumstances outside our reasonable control.

3. Delivery Address

Customers are responsible for providing a complete and accurate delivery address and any relevant delivery instructions.

Please check your delivery details carefully before placing an order.

We cannot be responsible for delays, additional delivery charges or failed deliveries resulting from incorrect or incomplete information supplied by the customer.

4. Checking Your Delivery

Customers should inspect all goods within 7 days of delivery.

Any visible damage, shortage or incorrectly supplied product should be reported to Ecozone Lifestyle within 7 days of delivery.

Where appropriate, please provide photographs, delivery documentation or other supporting information.

Where an issue could not reasonably have been identified during the initial inspection, please notify us promptly after the issue is discovered.

5. Damaged Goods

If goods arrive damaged, please notify us within 7 days of delivery.

Please provide photographs of:

  • the damaged product;
  • the outer packaging;
  • any visible damage to the packaging; and
  • the delivery label, where applicable.

Where possible, please retain the original packaging until we have advised you how the matter will be handled.

We may request further information to investigate the claim.

6. Missing or Short Deliveries

Any missing items or shortages should be reported within 7 days of delivery.

Please check the delivery against your order confirmation, invoice and/or delivery note before reporting a shortage.

We may request photographs, delivery documentation or other information to assist with our investigation.

7. Incorrect Deliveries

If you receive products that do not correspond with your order, please notify us within 7 days of delivery.

Please provide details of the products received and the products expected.

We may request photographs or other information before arranging a replacement, collection, credit or other appropriate remedy.

8. Delivery Delays

Delivery times may occasionally be affected by circumstances outside our reasonable control, including carrier delays, supplier issues, customs delays, adverse weather, strikes, shortages or other unforeseen events.

Where we become aware of a significant delay, we will aim to provide an update where reasonably possible.

9. Failed Deliveries

If a delivery cannot be completed because the delivery address or instructions provided by the customer are incorrect, incomplete or inaccessible, additional delivery charges may apply.

The customer may also be responsible for any costs incurred as a result of a failed or re-arranged delivery where the issue was caused by information supplied by the customer.

10. Changes to Delivery Instructions

Requests to change a delivery address or delivery instructions after an order has been placed should be made as soon as possible.

We cannot guarantee that changes can be made once an order has been processed or dispatched.

Any additional costs resulting from a requested change may be payable by the customer.

11. International Deliveries

For international orders, the customer is responsible for providing accurate delivery information and complying with applicable import requirements.

Unless otherwise agreed, the customer may be responsible for:

  • import duties;
  • customs charges;
  • taxes;
  • clearance charges; and
  • other costs imposed by the destination country.

Delivery times for international orders may be affected by customs clearance and other factors outside our control.

12. Returns

Unwanted, excess or incorrectly ordered wholesale goods must be requested for return within 14 days of delivery, subject to our Wholesale Returns & Refunds Policy.

Faulty, damaged, incorrectly supplied or misdescribed goods are dealt with separately under our returns procedure and applicable legal rights.

13. Contact

If you have a delivery issue, please contact us using the contact details provided on our website.

Please include your order number, invoice number or delivery information where available.

 
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