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Most Frequently Asked Questions

Basic Packing Tips

 To make sure your package arrives safe and sound, check out our handy hints and tips.

 

Please make sure to:

  • Use a cardboard box to pack your item safely.
  • Choose a box that's just the right size so there's as little space as possible between the item and the side of the box.
  • Use ample cushioning to protect your item.
  • Make sure your item doesn't touch the side of the box.
  • Seal the box securely using reinforced paper tape.
  • Remove any old parcel labels.

Please make sure NOT to:

Choosing the right box

Boxes come in all shapes and sizes, which is why they are the most used and most suitable type of packaging for sending items securely. Just remember: 

  • Wooden boxes can provide solid protection; make sure the corners are well protected and the box isn't splintered.
  • For heavier items, heavy-duty double-layered cardboard is ideal (and it's cheaper than wood!).
  • Avoid tubes and cylinders. These can roll around, increasing the risk of damage.

Cushioning your parcel

Make sure your item is well cushioned during transit. Here are our tips for getting it right:

  • Make sure there are some spaces between your item and the sides of the box, we recommend to keep around 5 cm.
  • You can use all kinds of everyday materials as packaging, from crunched up newspaper and old pieces of clothing to sheets of bubble wrap. Basically, anything that's likely to absorb the shock movement in transit.
  • Liquid containers need to be sealed securely to prevent leakage during transit. Wrap the container in impermeable material, surrounded by absorbent material.
  • Separate any bottles or fragile items with cushioning materials to make sure they don't clatter against each other.

Sealing boxes carefully

Don't use a string around the edge of the box – string can cut through the package and damage the parcel. We recommend using reinforced paper tape to seal the box with two strips that overlap the end of the box by 8 cm. If you're using standard adhesive tape, seal the box using 6 strips.  

 


I want a Refund, how can I get it?

In order to receive a Refund, your order has to be cancelled, as soon as the order is cancelled you are entitled to receive a full refund. Please open a ticket Asking for a refund, and customer service representative will issue it immediately.

Thus, there are some rules to be entitled to a refund, more information can be found at our refund policy page.


Please note: Bonuses and cashback are not refundable.  


When will my parcel be collected?

Couriers are out for collection from 8 AM to 6 PM local time. Unfortunately, we cannot specify collection time frame, please book collection and have some spare time for a collection to happen. Some our partners do call and inform about the collection window, but this option is not guaranteed.

Please be aware, that during major public events (such as Christmas, New Years etc.) courier usually work overtimes to manage and collect all of the orders. 

 

If by any chance collection failed, or courier could not make it in time, please make sure to contact us - we will reschedule collection for next day.


When will you deliver my parcel?

Couriers are out for delivery from 8 AM to 6 PM local time. Unfortunately, we cannot specify a delivery time frame. Some of our partners do call and inform about the delivery window, but this option is not guaranteed.

Please be aware, that during major public events (such as Christmas, New Years etc.) courier usually work overtimes to manage and deliver all of the orders. 

 

If by any chance delivery failed, or courier could not make it in time, please make sure to contact us - we will reschedule delivery for next day, not rescheduling new delivery date might delay a new delivery or parcel can be returned to the shipper.

 


Why my money were deducted twice?

If money were deducted several times, means that connection was interrupted while payment was processing. Please inform customer service about the double charge and the transaction will be refunded immediately. 

 

Please always wait till payment gateways (PayPal or Bank) returns you back to Ecoparcel website!


Why my parcel was not collected?

First of all, we are very sorry if this happened, according to the statistics, more than 92% of parcels are collected without any problems every day. 

There might be several reasons why parcel was not collected, usually, the address supplied is not fully specified or is in the closed territory, so courier cannot access it.

Thus, bad weather, accidents, road closures and heavy traffic can all affect a courier’s route and their ability to collect orders in the time.

 

If courier failed to collect, please open a new ticket, we will reschedule collection for a next working day.

 




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