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.

Delivery

We try really hard to send your order out within 24 hours of it being placed, as long as we have the stock available. If we don't, we will of course let you know straight away by email or telephone.

Standard delivery - £4.90

Our standard delivery is a quick service and you will most likely get your order within 1-2 days of it being dispatched. We work with DHL, who go out of their way to ensure all parcels are delivered safely and quickly. If you provide a mobile number or email address, they will send you a text or email to let you know which day you will expect your parcel to be delivered. At this point you can choose to change the delivery day to one that suits you better if you need to. Should they happen to visit when you're not home, they will leave a card to let you know they've been and you can re-arrange delivery.

Next day delivery - £6.90

Even though our standard delivery is pretty quick we understand that, for those of us who sometimes leave it until the last minute to order a gift, would like to be reassured that they can have their order delivered the next day. As long as your order is placed by 11am, your order will be dispatched that day and delivered on the next working day. This does mean that if you order on a Friday, delivery will be the following Monday and any orders placed over the weekend will be dispatched on the Monday to be delivered on Tuesday. We recommend that you ensure you are at home on the day of delivery, as DHL cannot specify an exact time of delivery.

Free delivery when you spend over £100

We really appreciate all orders which are placed with us, but if you choose to spend a little more we would like to express our thanks by offering free delivery for orders of £100 and over which are being delivered in the UK. No need to do anything, this will automatically be calculated at checkout.

Delivery outside the UK

At the moment, our website is not set up to take orders from outside the UK but we are working on this. In the meantime, if you live outside the UK and you'd like to make an order please email hello@eqoliving.com with the items you would like to order and your address, and we will get back to you with a shipping quote and estimated delivery. If this is agreeable with you, we will let you know how to pay with a debit or credit card.

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 recieve 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