Customer Service

We love what we sell, and we want you to too! At Eqo we believe in good old fashioned customer service, and we strive to make your shopping experience with us as quick and straight forward as possible. However, we are a family run business and quite often we're juggling children and work so for this reason we would prefer that you get in touch with us by email. We love to hear from you, and will reply as quickly as possible.

UK Delivery

We have two options for delivery in the UK, our standard delivery service and our Next day delivery service. See the table below for prices.

Service Delivery Time Cost Free over Order by
Royal Mail 2nd Class 2-5 working days £2.90 £50.00 N/A
Royal Mail 1st Class 1-2 days £4.00 N/A N/A
Next Day Delivery 1 working day £6.50 N/A  Order by 1pm Monday-Friday

 

*Bank holidays & public holidays are not included as delivery days.

*Delivery does not include Saturday delivery.

*Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Isles and Scottish Highlands may take an extra two working days.

*Next Day Delivery ordered after 1pm on Fridays, will be dispatched on the following Monday and delivered the next day.

International Delivery (outside the UK)

We have two delivery options for international delivery outside the UK, our Standard Delivery and our Express Delivery. During busy periods, Standard Delivery may take a little longer to dispatch.

Location Service Delivery Times Cost

 Free Above

Europe Standard 3-5 days £12.50 £100
Express 1-2 days £17.50 N/A
USA & Canada Standard Up to 14 days 14.50 £150
Express 1-2 days £16.50 N/A
Australia & Rest of World Standard Up to 14 days £16.50 £170
Express 2-4 days £25.00 N/A

*Orders will not be dispatched on UK bank holidays or weekends.

*The cut off time is 1pm for same day dispatch on Express orders.

*The customer is responsible for any custom & import fees, please check if you will be eligible before ordering.

Cancellation Right

Under the distance selling regulations you have the legal right to cancel your order within seven working days upon receipt of your goods. Returns will be dealt with as below.

Returns policy

We really hope you love what you've purchased, but if you are unhappy with your order we are happy to exchange or refund a product as long as it is in a resaleable condition with the product packaging intact.

Returns must be sent back to us within one month of the date of purchase, please email us at hello@eqoliving.com to let us know you are returning an item and include a note in the return with your contact details and whether you would like a refund or an exchange. Please obtain a proof of postage when returning your item, as we regret that we cannot accept responsibility for goods in transit from our customers.

If you are returning a faulty item, or you are returning an order due to an error on our behalf, we are happy to refund the cost of the return postage. Otherwise, the cost of returning an item for refund or exchange is non-refundable.

As soon as we receive the returned item, we will process the refund or exchange. Should we find the returned item is not in a fully resaleable condition, we reserve the right to refuse a refund on the item or to deduct up to 20% of the original selling price from the refund amount.

None of the above conditions affect your statutory rights when goods are faulty, or not as described.

Return Address:

EQO Limited

Studio 124, Filwood Green Business Park

1 Filwood Green Lane

Bristol, BS4 1ET

Packaging

In everything we do we strive to minimise our impact on the environment and encourage a zero waste attitude in our workplace (and at home!). This does mean that from time to time, your products may be packaged with materials that are not as eco-friendly as we would like. However, we do believe that it is better to reuse and hope that you will too. Packaging materials that we do purchase will always be biodegradable and recycled.

Get in touch

If you have any questions, or need help with ordering please get in touch we'd love to hear from you. The best way is by email to hello@eqoliving.com