How do refunds work, and where is my money returned?

You can request a refund once your order has been cancelled, from My Orders → Request Refund. Refunds must be requested within 28 days of your scheduled collection date.

What is refunded: the transportation cost only. Add-ons such as insurance, Flexible Cancellation and other extras are not refundable. If the order did not include Flexible Cancellation, a €6 Cancellation Fee per parcel is deducted from the transportation cost; this fee cannot be waived or refunded. The exact amount is shown before you confirm.

Where it goes: the refund is returned to your Ecoparcel account balance, ready to use on your next shipment. When you request it, you can instead choose to send it back to your original payment card. Many customers, businesses especially, prefer to keep it as balance.

Orders that were rebooked (with the Rebook Collection add-on) are not eligible for a refund.