Delivery, Collection & Returns

What to expect from ECL's postage / Click & Collect service...

  1. For postage items your item will be dispatched within 3 working days and delivered by Royal Mail 2nd class (allow 2-3 days for delivery). Items are not tracked.
  2. Click & Collect items will be available from the selected location within 14 working days of order. You will receive notification when your item is available and then you have up to 14 days from the date of purchase to collect your item(s) from the selected collection point. If you are not able to collect your item within 14 days, a refund will be processed.

How to cancel your order, or return or exchange a product…

For most products, you have 28 days to notify Essex Cares Limited (ECL) if you want to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you receive the goods you have ordered.

Contact ECL to let them know that you wish to cancel your order, or return or exchange a product by going to our 'Contact us' page on our website [www.ecl.org] and follow the 'Online shop' steps.

If already received, either (a) ‘package the item up and send it back to the address or (b) ‘drop the item at your local ECL click & collect depot’ within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.

We will process the refund directly to your payment card, in no more than 14 days after the day the product is received by ECL

Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to ECL and agreed that doing so won't affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to ECL).

Items not eligible for returns:

  • Commissioned Canvas

Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to ECL that you intend to cancel the contract.

If you have any further questions, please get in touch with ECL at www.ecl.org/contact or call 03330 135 438 to speak to our customer service team.