Frequently asked questions
Refunds
Can I cancel my order?
We understand that circumstances can change, and you may need to cancel your order. However, as our products are custom-made and printed on demand, it is very challenging to offer cancellations. If you let us know within 12 hours of placing the order, we will do our best to accommodate your request, but we do not guarantee it.
What is your refund policy?
As our products are custom-made and printed on demand, it is very challenging to offer returns or exchanges. However, if there's an issue with your order, please contact us within 7 days of receiving it. We'll work with you to resolve any problems and ensure that you're happy with your purchase.
What if I receive a damaged product?
If you receive a damaged product, please contact us within 7 days of receiving it. We'll work with you to resolve the issue and ensure that you receive a replacement or refund.
What is your order change policy?
The production team starts working on your order within the same working day after it's placed, so we appreciate your understanding that it is difficult to make changes to an order. If you have any questions, please don't hesitate to contact us.
Shipping
What is the estimated delivery time for my order?
The estimated delivery time depends on the destination. The average delivery time is between 2 to 7 days for delivery in France, 4 to 10 days for delivery to the European Union, and other countries bordering France. For delivery to a country outside the European Union, it may take up to 4 to 18 days.
What if I receive a damaged product?
ekoskein is not responsible for a delivery time that is not respected by the carrier, regardless of the reasons. In case of force majeure such as flooding, fire, disturbances, pandemic, total or partial strike, particularly of the postal services and means of transport, ekoskein cannot be held responsible for the non-execution of the order.
Who is responsible for non-delivery or delays due to lack of address information?
If an order is not delivered or is delayed due to a lack of address information (incorrect address, incorrect country, etc.), the customer is responsible for this, and ekoskein cannot be held responsible for delays or non-delivery.
How can I track my order?
ekoskein provides postal tracking information for all orders. To access the tracking information, go to your ekoskein account and click on "orders," then on the order's shop, then on "Order details." Finally, click on the follow-up link.
Are there any customs fees for international orders?
Packages sent outside the European Union may be subject to customs fees depending on the country of destination. These charges are to be paid by the recipient of the package. ekoskein is not responsible for these costs.
What are the countries you deliver to?
ekoskein delivers almost everywhere, except for a few destinations that are not deliverable due to government restrictions or inability to ship. These destinations are Afghanistan, Cuba, Crimea, Iran, Libya, Sudan, Syria, and DPRK. Additionally, ekoskein has removed Saudi Arabia, Egypt, and United Arab Emirates due to regular difficulties.
Please note: for the time being, we DO NOT deliver to DOM and TOM french overseas countries: Guadeloupe, Martinique, Reunion, French Guiana, Mayotte, Saint-Barthélemy, Saint-Martin, Saint-Pierre-et-Miquelon NOR to New Caledonia, French Polynesia, Wallis and Futuna, and Clipperton.
What is the delivery cost?
Delivery is free for all the countries we deliver to.
Carbon-neutral shipping
95% of our products are shipped with La Poste, the French postal service.
The group measures and offsets all emissions from its activities.
Zero-plastic
What is the packaging policy of ekoskein for customer orders?
At ekoskein, we believe in beautifully packaged orders, wrapped with care and love to leave a top brand image. We use customised shipping and logistics with our European providers, and for the packaging of your orders, we go all out.
What types of packaging does ekoskein use for its products?
We use a variety of environmentally friendly packaging types depending on the product, including rigid envelopes made of recyclable cardboard with the FSC label, flexible envelopes made of 100% recycled and recyclable Kraft paper, cardboard boxes for mugs designed to withstand shocks without the need for wedging, and triangular tubes made of heavy-duty cardboard for posters
Does ekoskein use plastic in its packaging?
No, we have completely banned plastic from every shipment, making an ecological effort that will be appreciated by your customers. We use plastic-free packaging for eco-responsible operations.
What kind of adhesive does ekoskein use?
Our adhesive is made of Kraft paper, which is much nicer than the common plastic adhesive and doesn't detract from the sturdiness of your parcels while adding that final touch that makes all the difference.
How does ekoskein pack its products?
To replace bubble wrap in an eco-responsible way, cardboard packing is used, which is just as effective and much less harmful. We ensure that your items are as beautiful on the inside as they are on the outside.
What about the slip that comes with the package?
The slip is printed on recycled and recyclable paper, manufactured in a short circuit in France with wood from sustainable forests with the FSC and PEFCS labels.