FAQS - Ecomlove

FAQS

A personalized supporting team dedicated to you!

We want to remove all of your doubts, wherever you are and in the way that suits you best: you can find here answers to possible questions (FAQ’s) and also for your comfort we are on Chat and Email to help with anything you need!

HOW TO SHOP AND PLACE AN ORDER

Just fill your details in the form shown in My Account. Click here for direct entry!

An email address is all you need to start the order process. Yet, we recommend that you register for an Ecomlove account so that you can start adding your favourite pieces to your wishlist and easily place an order. Register here!

Simply follow the Forgot your password? link on our Sign In page and enter your email address.

You’ll then receive an email to reset your password.

Stay informed of new arrivals, trends and exclusive promotions subscribing the service by entering your email address at the bottom of our homepage!

Email preferences can be easily managed under My Account.

Placing an order at Ecomlove is easy. Here’s how:

  1. Choose a category or brand from the left navigation menu or search to explore a specific style or trend.
  2. Select the size of your item and click ‘add to cart’. Once you have finished adding your items, click on cart bag icon, check the summary and proceed to ‘checkout’
  3. Sign In to your account if you have not done so already.

If you do not have an account, simply enter your email address to proceed.

  1. Enter your address and payment information and select a delivery method to complete your order.

Once your purchase is confirmed, it will be carefully prepared and shipped to you. We’ll be sure to keep you updated every step of the way.

Our friendly Customer Care Advisors are happy to assist you over the Chat with placing your order on the website.

Where applicable, such as wearable items like jewelry or clothing, look for specific guidance in the product page.

As your purchase will be prepared quickly for shipping, we recommend that you make your change or cancellation request before the seller dispatches the goods.

Request for change or cancellation of your order must follow the procedure of filling the form Changing or Cancelling my Order Before Shipping on My Account.

Additionally, please contact our Customer Care Advisors as soon as possible to make changes or cancel an order.

Unfortunately, we are unable to add items to an existing order, but we welcome you to place a new order for any additional pieces.

Further information on cancelling an order can be found in our Returns Policy.

ECOMLOVE PRICING AND PAYMENT

The currency is Euro (EUR).

All prices shown on the site are the final prices of the item.

As there are sellers from several countries the prices may or may not contain a VAT rate that varies depending on the country where the seller is based.

Notwithstanding the above, Ecomlove guarantees that no value will be charged in addition to what is displayed on the website, apart from taxes and duties due when place of origin and destination are not within the same country or customs region.

If you pay by debit card or PayPal, Ecomlove will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.

Visa

MasterCard

American Express

Discover

JCB

PayPal

Visa Electron

MB

… …

Please note:

We do not accept cash on delivery or instalments as payment.

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see Ecomlove Privacy Policy.

Payment is made on the Ecomlove website through its payments gateway.

Payment is sent to a seller account, who will have access to the funds only when the customer confirms receipt of the order and does not open any claim related to it.

PRODUCT AVAILABILITY AND AUTHENTICITY

Unfortunately, if the size is not shown or no longer shown next to the image of the product, it is unlikely that we can get it in.

You can always get in touch with us to make sure though.

To be notified if a sold-out item becomes available again, fill the form that will show below product variations on the item’s page, and send it.

Many of the products shown on the website are part of a one-time supply and so it is unlikely that we can get the same product in again.

If there is something special you saw and can’t find anymore, please write us ([email protected]) and we’ll try our best and see what we can do for you!

We aim to provide a fair opportunity to shop and as items are often limited, reservations are unavailable. As a result, placing an item in your cart bag or wishlist does not reserve it.

Our offering is selected from original brands and partners around the globe, especially Europe, and we guarantee all items are authentic. Authenticity cards, serial numbers and code bars may not always be included with your item if the partner has not supplied them.

Your order will be carefully packaged by the partner in a protective bag or box, to ensure it arrives to you in great condition.

SHIPPING, TAXES AND DUTIES

We ship to almost every location in the world by UPS and CTT (postal courier).

For specific product shipping costs, and delivery times, please check out product page.

Every Ecomlove order is unique so our shipping costs vary depending on the size, weight and destination of your chosen items. This information will appear at the checkout.

No, shipping costs are based on flat rates, no matter how many items you decide to purchase.

Almost every item is usually ready to send within 24/48 hours, that means that it may take up to 3/4 days for the delivery, 2/3 days if you live in a big city.

In some instances, it may be that the item is no longer in stock and we will have to backorder it to our partner; this may imply a delay of typically 1 week (if the item is still with our partner). Occasionally, some of them may call us to inform that the item is out of stock and no backordering is possible. If so, please accept our apologies in advance.

As for specific time frames for dispatching the goods, please look for specifications in the product page.

Once your order details are confirmed, your items will be carefully prepared and sent on its way within the specific delivery time stated for the item on its page.

Goods delivery will normally take 2-7 days after leaving seller premises, depending on your location and chosen shipping method.

You will always be able to track your shipment.

You can follow the progress of your order shipping once you are provided with its tracking number, typically on the dispatch confirmation email, and with a direct link to the courier’s tracking system.

If you ordered from multiple Ecomlove partners, please bear in mind that your items will arrive separately.

No. Products are shipped directly from Seller to Customer. Ecomlove is just an intermediary, offering online the offers of various vendors so that the customer can choose the one that suits him best.

You should send a message on the platform filling a form provided by Ecomlove for this purpose.

You may be able to collect your order from a convenient location near you: simply select Access Points at checkout to view available options.

If available and selected by you any given Access Point, we will confirm when your package is shipped and then ready for collection.

If place of origin and destination are within the same country or customs region, such as European Union, where duties aren’t applicable between member states, shipping is on a DDP (Delivery Duties Paid) basis. This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

If that’s not the case, Ecomlove ships on a DDU (Delivery Duties Unpaid) basis. This means the seller delivers the goods to the buyer not cleared for import, meaning the seller bears all costs & risks involved in bringing the goods to the named place other than “duty” (the responsibility for customs formalities & payment of those formalities, duties & taxes) for import into the country of destination. So in this case the buyer (the customer) is responsible for payment of all customs & duties & taxes, meaning that you as the recipient must pay these directly to our carrier to release your order from customs upon arrival.

While Ecomlove ships internationally, the brands on our site can determine where their goods are distributed, and some items may not be available to purchase in every region. For instance, some beauty products and exotic items may also be restricted by local customs in the country we are shipping to.

Feel free to contact us for further information.

RETURNS AND REFUNDS

If your purchase isn’t quite right according to your expectation, or you want to give up your order under the Consumer Right of Withdrawal, you can return it within 14 days of your delivery date for a refund.

We recommend that your item is sent back to the seller within 7 days of receipt to ensure it will be returned in time to the original location.

Just follow the easy online procedure by simply going to my orders in your Ecomlove account, where you can find all details, to arrange a return by filling the form or contact our friendly Customer Care Advisors for assistance.

Important to note:

for being eligible for a refund, certain conditions must be met, such as: deadline not exceeded, products must be unworn and in the state you received them (the same with the original tags and product packaging that must be unviolated);

we recommend for you to check, as a precaution and prior to returning the item, the eligible conditions for your return to be accepted by the seller.

If you would like to exchange an item, you will need to return it and place a new order.

For further information on returning an order, view our Returns Policy.

You should open a complaint in your account.

This claim will be handled by us near the Seller in order to ensure that you receive the product you have purchased or that you are reimbursed for the full amount of the order.

Simply follow these steps to prepare your item:

  1. Place any unwanted items with original packaging inside the new protective external packaging. Please be aware that, if the external packaging is not sufficiently strong and protective, items and respective original packaging might arrive at destination with apparent damages, which, in that case, makes it not eligible for a refund.
  1. Place a signed copy of the return note that you filled and printed from My Account in the inside of the new protective external packaging. Please do not attach any labels to an item’s branded original packaging.

If you are returning to multiple locations, please pack the items separately for each of our partners, with a corresponding signed return label.

As soon as your item is received and accepted by our partner, we will send an email to confirm the completion of your refund.

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns Policy.

Strict shipping cost will not be included in your refund. Shipping costs will only be refunded if the return is a result of our error.

A small restocking fee may also apply in certain instances (this is not the case, however, if you decide to exchange the product for another one on our website).

PRODUCT WARRANTIES

Under current legislation, products such as electronic and technologic devices, and watches, purchased from professional vendors are warranted for 2 years if the product purchased is new and for 1 year if used or refurbished.

In the case of breakdown of such kind of items, the customer should contact through the platform provided for this purpose and request the procedure to repair the article, the after sales service being the responsibility of the seller.

Check our “Help & Contact Us” page. Fill the form and our support team will make contact with you.

Notes:

The cost of shipping to the seller or repairer indicated by the seller is borne by the customer, unless the seller is willing to support them.

The value of shipping the item repaired to the customer will be borne by the seller or repairer.

SELLING PRODUCTS ON ECOMLOVE

Please contact us by e-mail to [email protected] indicating your details, or fill the form:

Your email or this application does not represent any kind of contract or binding agreement between the candidate and Ecomlove. Therefore, it does not entail any right or obligation on the part of Ecomlove to the candidates or vice versa.

Ecomlove reserves the right to accept or reject any candidature.

To start selling on Ecomlove marketplace, first create your account registering as a vendor, following the steps we provide you. If you need help, check our “Help & Contact Us” page (fill the form and our support team will make contact with you).

After approval of your candidature, you’re ready to define the products you want to sell.

1) High visibility of your company’s products and brand

2) Availability of a reliable and managed platform by a company and a trusted brand

3) No risk of payment fraud to the partner