Shipping policy
Free Shipping on all orders over £160.00
Orders under £160.00 are a set shipping price, please see shipping prices within order info before completion of order.
Items to the UK, EU and World Wide are dispatched within 10 working day of item being purchased. Custom items may take longer but you will be informed of this at the time of your order. Delivery times will vary upon destination but we would expect your delivery to be with you within 30 day of dispatch.
Return Shipping
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, You’ll also need the receipt or proof of purchase. Buyer pays for products return and must use tracking so package can be tracked by both parties. If product gets lost on the return journey with no tracking, echo mines studio will not be held responsible for the missing package. Insurance must be included to cover the cost of any loss on both parties sides.
To start a return, you can contact us at echominesstudio@gmail.com or via our contact page on the website Contact Us Please note that returns will need to be sent to the following address: Borrow My Office, Market House, 25 Market Square, Leighton Buzzard, Beds LU7 1EU Or you can ask for the return to be sent direct to the studio address supplied upon request.
If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at echominesstudio@gmail.com
or via the contact page on the website Contact Us
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right, please do this by taking photographs of damaged packaging before you open the parcel and then photographs of any damage to the item. All this evidence is needed before any refund or replacement is issued. Without this information you may not be entitled to a claim. Please include all information such as order number, date of purchase, your name, address and contact details to echominesstudio@gmail.com or on the websites contact page
In the respect of book carving art works advice will be given on how to repair depending upon the damaged cause, but in the first instance always contact the studio.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products such as special orders or personalized items, as finality on personalised projects will have had photos sent and agreed too before final product is sent. Terms and conditions will apply to commission pieces and will be unique to each commissioned work.
Unfortunately, we cannot accept returns on sale items or personalised projects.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted the studio will be in contact with you to arrange a replacement or a resolution.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
All Return costs are paid by the customer.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at echominesstudio@gmail.com or via the contact page on the website contact and commissions page.
If you do not notify Echo Mines Studio of missing products or non delivery after a period of 30 days and then proceed to make a claim, we will not be held responsible as this falls on the buyer to notify us within a reasonable amount of time of a missing item and therefore you will not be entitled to a refund. You will need to take this up with the carrier it was sent with.