Shipping & Returns
DELIVERY UPDATE: Our global courier partners have advised they are still operating as usual but there have been some impacts due to increased volume as online purchases are in high demand.
We have a flat rate of $14.95 CAD express shipping for all orders to Canada under $65.
For orders of $65CAD or more, we offer FREE express shipping for all online orders to Canada (exclusive of any other offers or discounts).
All Canadian orders are anticipated to be delivered between 4-7 business days after order is dispatched.
Please note we have a maximum limit of 10 of the same product allowed in any one transaction online. Any more than this will be flagged with our online team. Should you require more than this quantity please contact our Customer Service team on email@example.com.
All parcels sent must be signed for at the provided delivery address to be received unless stated otherwise when placing order. Eco Tan & Eco By Sonya Driver accept no responsibility for lost or missing orders if you have given permission for the parcel to be left unattended without being signed for. Please use your tracking order & try to ensure you are at the address provide to accept & sign for your parcel. Should no one be home a ticket will be left stating where you can collect your parcel from – please ensure to collect from your closest collections within the provided timeframe to avoid parcels being returned to us.
Please note: we can only ship to a residential or business addresses and a not PO box in Canada.
Within the ACCC Consumer guarantee guidelines, we are happy to offer a store credit on items that are returned to us unopened and unused, provided we are notified within 21 days of receipt and the item is returned within 7 days of contacting us.
If in the rare event an item arrives broken or faulty, take an immediate photo and email us within 21 days of receipt to firstname.lastname@example.org. We will then guide you through the returns process.
We do not accept returns on our Professional Solutions unless they fall within the ACCC Consumer guarantee
HOW IT WORKS
Get in touch
To request a return, please fill out the returns form below. Please ensure this form is submitted before sending your item back to us – it makes the process a lot easier.
We’ll get back to you
One of our Customer Service team members will contact you via email with instructions on how to get your item back to us.
Pack & Send
Pack up your item carefully and send it to us. Make sure you include the email from our Customer Service team member with approval for the return.
Then what happens?
Allow up to 21 days for processing the store credit or exchange.
FREQUENTLY ASKED QUESTIONS:
My item arrived broken or faulty
For items that arrive broken or damaged, take an immediate photograph of how they arrived and email email@example.com and we will guide you through the returns process. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to chat with you.
What happens if I am unhappy with the product I purchase or I changed my mind?
We want you to be completely happy with your purchase so, should you wish to return an item that you’ve purchased, please complete the Returns Form within 21 days of receiving your product. You will need to ship us back the item within 7 days of contacting us, and a store credit will be issued to you once we have received the items and inspected them. The store credit can be used for online purchase only. Please be advise that the items must meet the following conditions before any store credit will be issued:
- Proof of purchase must be provided to clearly state that the item was purchased online from Eco Tan
- Items purchased as part of a set or a multi-item pack must be returned as a whole set
- Gifts with Purchase and samples must also be returned if it is included in the purchase.
*Shipping costs will not be refunded by Eco Tan.
We recommend that you return items using a trackable postage method. Eco Tan will not be held liable for parcels lost in transit.
I have been sent the wrong item
If for any reason you have been sent the wrong item, take an immediate photograph of your order as it arrived and email it to firstname.lastname@example.org and we will guide you through the returns process. You must email us within 14 days of receiving your order.
What is the policy for returning items purchased in store?
Products purchased through a stockist can be returned to the retailer where they were originally purchased for a refund or exchange, or returned through our head office. We strongly recommend you keep your receipt and check individual retailers returns policy and conditions.
What if I enter the wrong delivery address?
In the event you have incorrectly entered information please reach out email@example.com to update information or cancel an order. As all orders and shipping labels are automated we can not guarantee that our online orders team will be able to intercept the order prior to be dispatched.
Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
Eco Tan will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address.
Gift Vouchers / Coupon Codes / Storewide Sales
- All coupon codes are valid as 1 use per individual purchase at any given time unless specified otherwise.
- Please note that only 1 coupon code can be used per purchase.
- Coupon codes will not be valid after the expiry date/ time and are stipulated as per terms and conditions of each coupon code / sale.
- Coupon codes will not be available to use on sale items.
- When you sign up to our newsletter you will be emailed a 15% off code for your first order. This coupon is valid 60 days from sign up.
- Coupons codes are not valid for use during a storewide sale. If you sign up to our newsletter during a storewide sale your 15% off code will be valid on your second order. No other discounts or offers are available as per terms and conditions of a storewide sale. Valid times and dates are strictly adhered to. Eco Tan will not be liable to honour any coupons after a sale or expiration date, unless unforeseen circumstances arose. Email provider errors aren’t the responsibility of Eco Tan & Eco By Sonya Driver, so please ensure you add us to your safe senders list.
- Gift Vouchers / Certificates are not available for purchase during a storewide sale or with a discount coupon.
- The balance of a gift voucher cannot be carried over.
- When using a coupon, please note the total of the order must reach $65 after a coupon or discount is applied to enable free shipping.
- Eco Tan & Eco By Sonya Driver will not be held responsible for a customer failing to input a coupon during a promotion, no refund will be offered after the fact if this is the case.
- Coupon codes, storewide discounts are not available to be used on Professional Range products – including PROFESSIONAL SPRAY TAN SYSTEM, RICH HONEY ORGANIC SPRAY TAN SOLUTION, TWO ORGANIC SPRAY TAN SOLUTION & ORGANIC TANNING START UP PACK.