ECOVACS FAQS
Account
Q: Can I checkout as guest?
A: Yes, you can checkout as guest. But for registered customers, you can get 5% off your first order by subscribing and signing up on Ecovacs official online store.
Q: How can I edit or reset my password?
A: Changing or resetting your password is supported. You can sign in to your account on the Online Store first and then change your password. If you have forgotten your password, you can reset your password by clicking 'Forgot Password' on the sign-in page.
Q: Why have I not received an order confirmation email?
A: Please check whether the email address you filled in is correct or whether our email has been blocked. Sometimes it will be added into your spam/junk folder, please check also.
Q: Can I change my email address?
A: Currently we do only support change the email address you typed when you place order, but we have no authorization to change your account. Please be careful when you fill in the email address.
Q: Where can I view the invoice?
A: After you have successfully purchased your merchandise at the Ecovacs Online Store, we will send you an email including your order information and your invoice information to your email box.
Coupon & Discount
Q: How to get & use a coupon?
A: You may fill your coupon code into the corresponding blank and click "apply" to use it at the checkout page.
The coupon value will be deducted after you click "pay now". We would like to remind you that the coupon code can be used ONLY ONCE. So please continue completing the payment for the order after the code is used.
Q: Why isn't my coupon code applying?
A: Firstly, please be sure that your coupon code has already been added successfully. Also please be sure that the coupon code has not expired.
Q: Can I share my discount code with someone else?
A: That will be much appreciated if you are willing to share it with a friend.
Q: Can I use 2 coupons in 1 order?
A: Sorry that you can use 1 coupon code per order, so please select the one which you want to use to copy and paste the coupon code at checkout page to deduct price.
Payment
Q: Which payment method do you accept?
A: We offer credit cards (including Visa, MasterCard, AMEX, etc.), PayPal, etc. We’re preparing to add more payment methods, please stay tuned!
Q: Why was my payment rejected?
A: As your payment was not passed the risk control from our payment platform, we suggest you switch to other payment method.
Q: Can I buy and pay in installment?
A: We do not support pay in installment now, we'll consider to add in the future.
Orders
Q: What is Pre-order?
A: Pre-order means the longer preparing time which we’ve noted on our product page. Please pay more attention to it.
Q: Can I add something else to my order?
A: Definitely! Just go ahead and place a new order. But you’ll receive 2 orders separately.
Q: Can I modify my delivery address?
A: Delivery address modification is accepted before the order is shipped. Please contact our customer service directly.
Q: Can I cancel my order?
A: Orders can be cancelled before it is shipped. Please contact our customer service about your order status first!
Q: Why my order still not shipped?
A: Usually it takes about 2-4 business days to prepare for your order since a perfect product needs a reasonable preparing period. But for Pre-Order, please refer the shipping time on the product page.
Please be assured that once your order is completed, we will arrange for shipment immediately and send you a shipment notification. If you don't receive the confirmation email till the estimated shipping date, please contact us.
Q: How do I know that my order has been shipped?
A: Once your order is shipped, you will get a shipment notification automatically. That's how convenient it is! So just sit back, relax until you get your orders on hand!
Q: How can I locate my order?
A: If you are a registered user, you can view your order after signing into the Ecovacs Online Store or via order confirmation email. If you made your purchase as a visitor, you can only view your order via order confirmation email.
Shipping & Delivery
Q: When can I receive my order?
A: We'll process your order in 2-4 business days. And you can receive it around 2-5 business days after it is shipped. Sometimes may longer especially during our promotion period(Mid-Year Promotion, Black-Friday Promotion, Cyber Monday, etc.). But for Pre-Order, please refer the shipping time on the product page. Please pay attention to the email address you used to placed your order as you can receive the shipment notification once the order is shipped out.
Q: How to calculate shipping costs?
A: We offer FREE shipping on all orders over GBP39. But if not, we’ll charge GBP2.73 per package (including 20% VAT already).
Q: What countries or regions do you ship to?
A: We ship to most places in United Kingdom territory, but the following places cannot be delivered. Please put the completely shipping address to make sure that your order can be delivered successfully.
| POSTCODE | Place Name |
| GY- | Guernsey |
| JE- | Jersey |
| BF- | |
| HA4 6DQ | London Borough of Hillingdon |
Q: Do you ship to my home address or I need go somewhere to pick it up?
A: We’ll deliver your order to your home directly. But if nobody at home, courier will put it into pick-up station which you need to self-pick up. So please put in the correct shipping address where you are convenient to get the parcel.
Q: How to track order?
A: Normally we use Royal Mail/Yodel to deliver your order, please pay attention about your shipment notification and you can also check with our customer service about your order status.
Return & Refunds
Q: How do I return or exchange an item?
A: Merchandise purchased at the Ecovacs Online Store can be returned within 30 days upon purchase even you don’t like it. If a merchandise is returned not due to a quality issue, you are required to bear the delivery cost. Please contact our customer service to check more details.
Note:
1, As we cannot match the order number with return units which is returned without communication, the refund may lost. So please do not forget to contact our customer service before return!
2, We only sign for the return unit which is returned by couriers as we don't have service to receive goods from customer themselves.
Q: Who is responsible for return postage?
A: We afford the return shipping fee due to the quality issue. But if not, you are required to bear the delivery cost.
Q: How long does it take for my refund or exchange?
A: We’ll initiate the process after we checked and confirmed the returned products. Normally it will take around 5-7 business days after we received the returned products. You can contact our customer service to check the details.
Q: What should I do if my refund is incorrect?
A: Please contact our Customer Service and we'll try and sort it out for you as soon as possible.
If you can't find the answer you are looking for here, please contact our customer service team immediately and we will help you with any questions you may have as soon as possible. Thank you!
CONTACT US
E-mail: service-uk@ecovacs-europe.com
Tel: 020-30089783 (Local rate)
Working time: Mon-Fri, 8:00 - 16:00