My order

Q. I want to return or exchange the item I purchased.
A. Please note that we do not accept returns or exchanges of purchased products. If your item is defective, we will gladly exchange it for an identical product. If a replacement is not available, a refund will be provided.

Q. I want to cancel my order.
A. If you wish to cancel your order, please contact us as soon as possible. Orders may only be cancelled before they are shipped. Please note that we will not accept cancellations once the product has been dispatched.

Q. I would like to nominate a preferred delivery date and time for my purchase. A. You may request a specific date and time for delivery using the ‘request’ field during check-out.

Q. I would like to change or make additions to my order.
A. We are unable to accept any changes or additions once your order has been confirmed. Should you wish to make changes to a purchase already made, we suggest that you cancel your current order and place a new one. Kindly be advised that if your order has already been shipped, we are unable to cancel it.

Q. I’ve placed my order, but wish to change the payment method.
A. Unfortunately we are unable to accept changes to the payment method once an order has been placed. In the event that you wish to change your means of payment, we suggest that you cancel your current order and place a new one. Kindly be advised that we are unable to cancel orders once they have been shipped.

Q. I have made several different purchases on the same day, with separate transactions. Are you able to consolidate my shipping fees?
A. Unfortunately, we are not able to combine shipping fees. Orders made separately each incur an individual shipping fee. We appreciate your understanding.

Q. I did not receive a confirmation email.
A. If your confirmation email has gone missing, we ask that you check your junk or spam folder in the first instance, in case our message has been treated as spam. If you are using a mobile phone, please check your anti-spam settings and ensure that you are able to receive mail from echapper.com. All our correspondence, including purchase confirmation emails, is sent from this address. If all else fails, please contact us here to confirm your address, and we will be pleased to assist you.

Q. I want to return or exchange goods, but I didn’t purchase them via the online store.
A. We are unable to process returns or exchanges for purchases made at other stockists. Please contact the store where you purchased your item(s).

Delivery

Q. I would like my purchases to be delivered to multiple recipients.
A. We are only able to make deliveries to one address per order. If you wish to send to multiple shipping addresses, we ask that you make separate purchases, with one order per postal address. Many thanks for your understanding.

Q. My order has not been delivered.
A. Please allow a week after you have received your shipping notice. If, after then, your order has not arrived, please contact us here and we will be pleased to assist.

Q. The shipped product or quantity is not what I ordered.
A. We apologise for the inconvenience. Kindly contact us here, quoting your order number, and we will gladly assist you.

Q. The shipping company's storage period expired.
A. Once an item is returned to us by a shipping company, the order is, unfortunately, automatically cancelled. In this instance, we are not able to re-send the item. We ask that you place a new order, and thank you for your understanding.

My account

Q. I forgot my login email.
A. To verify your identity, you must register an email address. If you have forgotten your email address, you will be required to register again and make a new account.

Q. I forgot my password.
A. In My Account, you can reset your password by clicking ‘Reset password here’.

Q. I want to unsubscribe from the newsletter.
A. If you would like to unsubscribe from Échapper communications, please click the unsubscribe link at the base of our emails.

Q. I would like to make a purchase without registering my details.
A. You may place an order as a guest without registering as a customer. However, if you register as a member, your future orders will be much smoother. You can check your order history and save personal information such as postal addresses and shipping information for swift check-out; and you will receive our communications.

Q. I want to save my frequently used postal addresses.
A. After logging in to My Account, click ‘Add address’ to avoid re-typing your details with each order.

Q. I want to change my email address and password.
A. Your name, address, and phone number may be updated on the My Account page. Your password can be changed via the button on the login page—‘Reset password here’. Your email address cannot be changed. We apologise for any inconvenience.