Frequently Asked Questions
How do I contact Eco Child?
- You can pick up the phone & call us during business hours Monday to Friday on 0414 684 205.
- We like a chat and would love to hear from you!
- For Customer Service and General Enquiries you can email: firstname.lastname@example.org
- For Wholesale Enquiries & Orders please email: email@example.com
- For Marketing & Media Enquiries send your email to: firstname.lastname@example.org
- Get Social with us on Facebook, Twitter, Instagram, Pintrest & You Tube
Is there a store I can visit?
Eco Child is currently online only. We do have plans to open a retail shop front in May 2015 on the beautiful Fleurieu Peninsula in South Australia….watch this space!
When will a product come back into stock?
There’s nothing worse than finding something you love and then seeing it’s out of stock- heartbreak! If this is the case, email or call us to find out if there is a back order coming or if we can get it back in stock for you.
I’m trying to locate my order. How do I track the delivery?
Once we have your order packed and it's assigned a tracking number you will receive an email update. We use Australia Post or Fastway Couriers for larger items. Please contact us if you do not receive a tracking number, of if you'd like us to check on the progress of your delivery for you.
We proudly pack all orders using recycled packaging; we don't purchase any packing materials and prefer to re-use, re-cycle and re-purpose.
How long will my order take to arrive?
Orders placed before 12pm (AEST) are normally shipped that same day. If you chose the Express delivery option, it will be delivered in two business days as Eco Child HQ is located outside of the Australia Post Express Post Network (read: in the sticks!). If you select the Standard delivery option, depending on your location your order may take 1-5 business days.
Do you ship internationally?
Yes we can spread the Eco Child love abroad! Simply chose the international shipping selection at the checkout.
Can I exchange a product?
We understand shopping online can be tricky and also that you can change your mind, so we happily provide a store credit for you to spend as you wish.
Please note for hygiene reasons this does not apply to skin care, women’s underwear, jewellery or baby carriers & slings. This also excludes sale items.
You need to return items to us and provided the item is in its original condition, unopened, with tags still attached ssand within 14 days from the date you received the item.
To complete your customer paid return, please fill out the Returns Form found here and post the item to:
Eco Child Returns
PO Box 2075
When returning boxed/packaged items please do not attach anything to the original packaging and send them back to us inside a satchel. You will need to bubble-wrap and protect the item- please take care! Should the packaging be marked or in unsatisfactory condition there may be a chance we will not accept your return.
What do I do if I’ve received an incorrect order?
We are close to perfect but…. mistakes do happen! If we’ve sent you the wrong item, size or quantity, please fill out the Returns Form and follow the instructions. We will pay for the incorrect item to be sent back and send you the correct item back to you for free. You don’t have to pay for our mistakes!
What do I do if my product is faulty?
Please contact us via email or phone and we can provide you with instructions. We will ask you to fill out our Returns Form and usually request you provide photos and proof of purchase (the invoice number will be sufficient) before asking you to send anything back. Once the return for a faulty product has been approved you are entitled to a full refund, replacement or store credit.
Do Eco Child offer gift wrapping?
Absolutely….we are slightly obsessed with gift-wrapping so please take advantage of our giftwrapping service to satisfy our gift-wrap addiction! When you get to the checkout, please select the gift wrapping option which includes a gift card for $4.50 and enter the message you’d like hand-written into the card. All wrapping paper & cards are sourced from Australian owned companies who care for the environment as much as we do.
Can I buy a gift certificate?
Eco Child offer gift certificates in values from $25 - $300 making them the perfect present for every occasion. Gift certificates are sent via email, but you also have the option of receiving a Gift Certificate which are printed on 100% recycled card and beautifully presented. They are posted via registered post to ensure their safe delivery. If you’d like a personalised message on the gift certificate, please enter your message in the comments section at the bottom of your shopping cart. You can chose to either send it directly to the recipient, or receive it yourself to present personally.
Gift certificates are valid from 12 months from date of issue. They are not redeemable for cash.
Can I create a gift registry with Eco Child?
Yes you can! We would love to help you celebrate & prepare for the arrival of your precious bundle. Our gift registry service is simple to use and share with your friends and family. The step-by-step instructions make it very easy for you to create and manage your registry, and for your guests to find the registry and make purchases.
We suggest you add the Eco Child details to your Baby Shower invitations. Alternatively please contact us if you’d like us to send you some flyers to hand out to your guests.
Sale and Promotion Terms & Conditions:
All items reduced in Sale collection are ineligible for exchange or return so please chose carefully. Sale applicable whilst stock lasts.
Each promotion with have a start and end date published at time of broadcasting promotion along with the products excluded from that promotion.
Promotional codes cannot be used in conjunction with any other promotion. That is, only one promotional code can be used per transaction. The code must be redeemed at the checkout at time of purchase; they cannot be applied retrospectively- so don't forget!
Free Shipping Promotional Terms: Promotions offering free shipping can be applied to orders with standard shipping only. Bulky items including bulk buys, furniture, mattresses etc and items over 5kg which require postage via courier are excluded.