Free returns, free exchanges, and a 100-day trial. Below is the whole of it — the conditions, the process, and how the money comes back.
Free Returns and Exchanges
Your satisfaction is our top priority. If you need to return or exchange an item, we've made the process easy and completely free. You can use the product during the 100-day trial period, test it, and decide if it meets your expectations.
Return Conditions:
- The product must be gently used and undamaged. You're welcome to test it, but please ensure it remains in good condition.
- Keep the original packaging intact.
- You must contact us within 30 days of receiving your product to request a return or exchange.
How to Return or Exchange
To begin a return or exchange, please contact us before sending anything back.
Please include the following information in your message:
- Your order number
- Date of purchase
- Reason for return or exchange
- If exchanging, the item you would like instead
Important: Do not return any item before contacting us. We will provide detailed, step-by-step return instructions.
Email support@ecmarketstore.com with those four things and you will have a return authorisation and a prepaid label back within one business day. An item posted back without one has no reference on it, which is how a return sits unmatched in a stockroom for a fortnight.
Exchange Policy
You may exchange your item for a different product within 30 days of receiving your order. Let us know which product you'd like in exchange, and we'll check its availability. Exchanges are subject to stock availability.
If the piece you want costs more, we invoice the difference; if it costs less, we refund the difference by the same route as any other refund. There is no handling fee either way.
Refund Process
Once we receive your returned item, our team will inspect it. If your return is approved, we will begin processing your refund.
Please note:
- All refunds are issued through PayPal for faster and more secure processing.
- If you paid using your PayPal balance, refunds are processed within 2 business days.
- If you used a credit card linked to your PayPal account, please allow up to 10 business days for the refund to appear on your bank statement (depending on your bank).
Faulty, damaged, or not what was ordered
None of the above applies to something that arrived wrong. If a piece is damaged in transit, arrives with a fault, or is simply not the item on the order, it is not a change-of-mind return and it is not counted against any window:
- Email support@ecmarketstore.com with your order number and a photograph, within seven days of delivery for transit damage.
- We replace it, or refund it in full, whichever you prefer.
- We cover the postage both ways, and we do not require the damaged piece back before the replacement goes out.
What "gently used and undamaged" means here
These are preserved and handmade flowers, so it is worth being specific rather than leaving you to guess:
- Fine. Taken out of the box, unwrapped, stood in the vase, photographed, looked at, put back. That is testing it, and that is what the trial is for.
- Not fine. A snapped stem, a bloom that has been pulled apart, plating scratched through to the base, or a piece that has been outdoors, in water, or in a bathroom long enough to have taken on moisture.
- Keep the box. The gift box and the internal bracing are the only things that get a preserved flower back to us in one piece. A return posted in a padded envelope generally arrives broken, and that is not a fault we can put right.
Engraved and personalised items
An engraved tag is made to your words and cannot be resold, so it is the one thing on the site that cannot come back for a change of mind. If we engrave it wrongly — our error, not a typo in the order — we redo it at our cost, and that is not subject to any window.
The flower an engraved tag was ordered with is returnable as normal. Only the tag itself is excluded.
Cancelling before it ships
During the 1–2-business day handling window nothing has left the building, so a cancellation is simply a cancellation: email us and we refund in full, same day. Once the shipment email has gone out, treat it as a return.
Refusing delivery
Please do not refuse a parcel as a way of returning it. A refused parcel comes back to us with no reference and no way of telling whose it was, which is what turns a two-day refund into a three-week one. Take delivery and email us.