Shipping, Returns & Refunds
At Ecoliva, we aim to make ordering simple and transparent. Below you will find information about shipping, delivery, returns and refunds.
Shipping
We currently ship to Germany and selected countries within the European Union.
Processing Time
Orders are generally processed and shipped within 1–3 business days.
Delivery Time
- Germany: approximately 2–5 business days
- European Union: approximately 4–10 business days
Delivery times may be longer during public holidays or due to circumstances outside our control.
Shipping Costs
Applicable shipping costs are clearly displayed during checkout before you complete your purchase.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation by email. Where available, the email will include a tracking number so that you can follow the delivery status of your order.
Returns & Right of Withdrawal
If you are a consumer within the meaning of applicable consumer protection law, you generally have a statutory right of withdrawal of 14 days for online purchases.
In addition to this statutory right, Ecoliva voluntarily offers an extended 30-day right of withdrawal.
The statutory 14-day withdrawal period generally begins when you, or a third party designated by you, receive the goods.
Under Ecoliva’s extended 30-day right of withdrawal, you may withdraw from your purchase within 30 days of receiving the goods, subject to the conditions described in our Right of Withdrawal / Widerrufsbelehrung.
If you wish to exercise your right of withdrawal, please contact us within the applicable withdrawal period:
E-Mail: kontakt@ecoliva.de
We will then provide you with the information necessary to return your order.
Refunds
If you exercise your statutory right of withdrawal, we will reimburse the payments we have received from you in accordance with applicable law.
Reimbursement will generally be made using the same payment method that you used for the original transaction, unless another arrangement has been expressly agreed with you.
We may withhold reimbursement until we have received the returned goods or until you have provided evidence that you have returned the goods, whichever occurs first, where permitted by law.
If the value of the goods has been reduced due to handling beyond what is necessary to inspect their nature, characteristics and functionality, we may be entitled to claim compensation for the resulting loss in value in accordance with applicable law.
Damaged or Defective Items
If your order arrives damaged or the product has a defect, please contact us as soon as possible:
E-Mail: kontakt@ecoliva.de
Please include your order number and, if possible, photographs of the damage or defect.
Your statutory warranty rights remain unaffected by this procedure.
Late or Missing Refunds
If you have been notified that a refund has been issued but have not yet received it, please first check your bank account or payment account.
Depending on your payment provider or bank, it may take some time for the refund to appear.
If you still have not received your refund, please contact us:
E-Mail: kontakt@ecoliva.de
Need Help?
If you have questions about shipping, returns or refunds, please contact us:
E-Mail: kontakt@ecoliva.de