HELP / FAQS

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Orders

How are your products made?  

We work with a number of suppliers, all who have high quality products. Eco-friendly techniques are used throughout the creation of your product, from direct-to-garment printing, through to embroidery.

Do you offer free shipping on all orders?

Echoes Throughout Time offers free shipping on all orders.

How do I place an order?

Ordering online from ETT is easy! When viewing an item, simply select your size and quantity needed and then click 'Add to Cart'. You can review the items in your Cart at any time by clicking on the 'Cart' icon in the top right corner of every page. Once you have reviewed the items in your shopping cart, you can either continue shopping or continue to checkout and place your order.

How do I track my order?

You’ll receive a tracking link via email when your order ships out. Once you have placed your order, you can also download the Shop Pay app which provides the customer with courier live tracking. If you have any questions about your tracking or shipment, drop us a line at customer@echoesthroughouttime.co.uk

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered was wrong or arrived damaged. To help us resolve this for you quickly, please email us at customer@echoesthroughouttime.co.uk within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Delivery

When will I receive my order?

Your lovely garments will take a little longer to reach you. This is because we hold no pre-made stock in warehouses, minimising the impact we have on our planet through wastage. Each piece you order is made especially for you ❤️

It will take 2-3 days for printing, and 3-5 days for shipping.

Where will my order ship from?

Orders are made and shipped from our UK suppliers. In exceptional and rare circumstances - usually if a product is unavailable, it will be routed to another location further afield to be fulfilled. In this instance, shipping may take slightly longer however, any customs duties will be paid for by our suppliers.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Stop by your neighbours in case the courier left the package with them.

Handy tip: If you’re expecting a home delivery and you know you won’t be home to accept it, please use an address where you know you’ll be.

If the shipping address was correct, and the package wasn't left there or at your neighbour’s, get in touch with us at customer@echoesthroughouttime.co.uk with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.

Returns

What’s your return policy?

We don’t offer returns and exchanges as your product is personalised and made specifically for you. But if there’s something wrong with your order, please let us know by contacting us at customer@echoesthroughouttime.co.uk within a weeks' time with photos of your product and your order number. We’ll get back to you with a resolution as soon as possible!

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at customer@echoesthroughouttime.co.uk photos of wrong / damaged items, and we’ll sort that out for you.

Can I exchange an item for a different size/colour? 

Currently, we don't offer exchanges as each product is made-to-oder, specifically for you. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at customer@echoesthroughouttime.co.uk within a week after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!