I forgot to apply my discount code at checkout? 

Discount codes MUST be applied prior to payment being made. Unfortunately, we are unable to refund or reimburse the value of the discount code.

What products does my discount code apply to?

Discount codes are applicable to selected items only and vary depending on the specific discount code.

Can I used discount code on sale items?

Discount codes cannot be applied to items that are automatically discounted.

Discount codes cannot be used on accessories, gift cards and other products like Protect My Order.

Spend value to receive a free product excludes shipping, protect my order and gift cards.

Promotion cannot be used in conjunction with any other offer including discount codes

Some offers are valid for purchases made via the ECHT app only and cannot be honoured via desktop/mobile website purchases.

Free products cannot be returned. exchanged. Free product cannot be changed/substituted.

Free product is subject to stock availability.

We aim to get your orders out as quickly as possible, so once your order has been placed, our customer support team is unable to make any changes to your order

Even if you contact us immediately, our fulfilment team are continuously processing orders so it is not guaranteed that a member of our customer care team can reach your inquiry before the order is shipped

This includes

- Cancelling your order

- Changing item/s or size

- Shipping and Billing address

- Adding items to an order

- Shipping method

- Payment method


To change your delivery address: 

Orders within Australia can be redirected via the Australia Post tracking page - https://auspost.com.au/track

For orders shipped with DHL Express, please contact DHL directly and they may have the ability to redirect your parcel depending on the circumstances

If you have provided an incorrect address at checkout, we are not liable to refund or replace the order

Please contact us immediately via this Form below and include photos of the faulty or incorrect item.

DO NOT RETURN any incorrect or damaged items before getting in touch with us.

Our customer service support team will contact you via email and we will try and resolve your query as best we can.

Add additional information - Verification in the form of photos will be required and the Customer Care Team can/ will request additional photos if required. If no photos are included in your enquiry it will take longer for the Customer Care Team to provide your with a resolution. 

Faulty Item - Verification requirements of photo
- Photo/s shows both the issue and the ECHT logo or size tag in the one photo- Photo is clear and in jpeg or pdf format only
- If multiple items have issues, 1 photo and both showing ECHT logo and issue
- The item must not be worn at the time of the photo

If the fault relates to a zip issue, and it cannot be verified via a photo please send through a short video showing the fault.

Wrong/ Missing Item - Verification requirements of photo
- A4 packing slip
- Barcode on clear packaging and label on item
- The item must not be worn at the time of the photo
- Photo is clear and in jpeg or pdf format only

The shipping courier that is selected at checkout is responsible for your delivery. If you believe that your order is lost or stolen, please reach out to the courier of your package first for further assistance.

Please also check with the following:

• With other members of the household and neighbors
• In other locations around the front of your property
• If you have received a card, SMS or email notifying you that it’s been delivered to a local post office

If you have paid and included Protect My Order and still cannot locate your package, please visit this page to file a claim. If you have any questions or need further assistance, please reach out to our support team here 

In the event you are unable to locate your parcel the Customer Care Team will contact our delivery partner on your behalf. Our delivery partners WILL request email correspondence as evidence and they investigate on their end. If you refuse to send through email correspondence or refuse co-operate ECHT may not be able to provide you with a resolution. 

Please note a resolution will not be immediate and your patience will be appreciated. The Customer Care Team will guide you through the process. 

OTHER SCENARIOS
If your parcel is being delivered to a building that contains multiple apartments/units/businesses and someone signs for your parcel i.e. concierge, reception - this is deemed as successfully delivered. ECHT takes no responsibility for any parcels not received in this scenario. To avoid this situation please utilise parcel collect, parcel lockers or alternative arrangements.

What is a sale item?

Items that are automatically discounted on our website.

Items that are not full priced.

Can I used discount code on sale items?

Discount codes cannot be applied to items that are automatically discounted.

Discount codes cannot be used on accessories, gift cards and other products like Protect My Order.

Can I return sale items for an exchange, refund or store credit?

All sale items are subject to your returns policy. This means sale items can only be exchanged for another item of similar value or a store credit issued (unless it falls under the Australian Consumer Law (Vic).

I just made a purchase and now the item I purchased is on sale - can you price match?

Unfortunately we are unable to amend any orders already confirmed and this includes price matching items that were purchased for full priced but are not on sale.