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Most Frequently Asked Questions

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.  


What compensation am I entitled to receive?

We are very sorry for any losses, each of your parcels is insured either €100 or €300 depending on the service you have bought. Please note, that in order to receive the insured amount shipper has to prove the value of the content by supplying receipts/invoices of the goods/belongings sent, in order, shipper fails to supply needed documents compensation procedure will not be started.


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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