Frequently Asked Questions

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Returns & Refunds

  • What is your return policy?
    RETURNS
    All returns and quality claims must be submitted within thirty (30) days of the delivery date.
    All submitted returned items must be in new and unused condition, with all original labels attached.
    For opened items, defective or damaged products, submit a quality claim to arrange a refund or reshipment. You will be prompted to provide an image the quality defect for your quality claim to be approved.

    RETURN PROCESS
    First select, START A RETURN. Please have your order number and billing email ready. Fill out the form and submit. Once approved, an email will be sent containing a prepaid shipping label and a return authorization slip that contains a barcode and product description. The return authorization slip must be printed and included inside the return package alongside the item(s). Please drop off at select carrier provided on the shipping label.

    REFUNDS
    After receiving your return and inspecting item's condition, we will process your return. Allow 1-2 billing cycles for refund to appear on your bank statement. You will be notified by email when your return has been processed.

    EXCEPTIONS
    The following items cannot be returned:
    • Items can not be returned if outer packaging is opened, torn, or ripped. (Instead submit a quality claim for opened, damaged, defective, or misprinted orders.)

    • Delivery date was over 30 days ago.

    QUALITY CLAIM PROCESS
    First select, SUBMIT QUALITY CLAIM. Fill out the form with your order information, reason for quality claim, and image of quality defect. We are only able to process a full refund or reship the order. Once approved, a representative will be in touch with you.  You will not need to ship the order back.

    Please Note
    The Return Mailing Label is a prepaid label that contains the address of an Amazon fulfillment center that will be processing the return. After receiving via email, please print and affix the label on the return package then send to carrier.
    For Amazon orders, please submit a refund or exchange request on your Amazon account.

    QUESTIONS
    If you have any questions concerning our return policy, please contact us at: helloworld@ellspoeco.com.
  • How can I track the status of my return?
    You will receive an email notification once your return has been authorized and your refund has been processed.

Orders

  • What should I do if I receive a defective or faulty order?
    We apologize that you have received a defective or faulty order. Please submit a Quality Claim within thirty (30) days of the delivery date.
    *You will be asked to provide images of the received product to approve the return.*
    We will be in touch within 3 business days to resolve the issue.
  • Can I make changes to my order?
    Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse will directly receive the order and will have already started processing your order. We ask you to cancel the order then place another one with the new order details. You will receive confirmation of your canceled order and payment will be refunded.
  • What if I have not received my order?
    In rare cases, your delivery may be late due to weather conditions or unexpected delays. Follow the instructions below to view tracking details.  
    1. Please visit our Order Info page for tracking number.
    2. Then visit https://www.swiship.com/track/ and use your order tracking number to view further details of delivery.
  • How can I pay for my order?
    Ellspo Eco aims to make sustainable packaging more accessible to individuals. We accept payment cards from the following providers: Visa, Mastercard, American Express, Discover, and JCB.

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Drop us a message at helloworld@ellspoeco.com