What items are returnable?

Items are returnable if they meet the following requirements:

• Within 30 days from the date of purchase
• In unused and resalable condition
• In the original packaging with all the tags intact

 
How do I make a return?

To start your return process, please send us an email to info@echobaby.co.za with your order number and the items you wish to return. Allow 24 to 48 hours for your return to be approved. Once approved, you will receive a confirmation email with shipping information and instructions.

What are the refund options?

Refund to your bank account VIA EFT

How do I ship back the items?

Echo Baby will cover the cost of shipping if your order meets our return requirements. Once your return is approved, you will be emailed a return label to ship your product back to us.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. When approved, you will receive your refund in the method of an EFT.

Can items be exchanged?

While we cannot accommodate product exchanges, customers should follow the return process to receive a refund for their item to their original form of payment.

Can I exchange or return items gifted to me?

We do not offer exchanges for gifted items. If you’d like to return gifted Echo Baby products, please contact our support team at info@echobaby.co.za for further assistance.

My Order

Can I update my shipping address?

We recommend reviewing your order details before making your purchase. Check your confirmation email to ensure that your shipping address is correct. If your shipping address is incorrect, please reach out to our support team at info@echobaby.co.za with your order number and corrected address within 24 hours of placing your order. We will do our best to accommodate your request. Once your order is fully processed and a tracking number is provided, your order can no longer be canceled.

Can I update my billing address?

While we’re unable to update your billing address after your order is placed, your order will go through with no issues as long as your shipping address is correct. Keep an eye out for your order confirmation!

How do I cancel my order?

Please email info@echobaby.co.za within 24 hours of placing your order. Make sure to include “Cancel Order” and your order number in the subject line. We will do our best to accommodate your request. Please note, once your order is fully processed and a tracking number is provided, your order can no longer be canceled.

Can I have my order gift wrapped and add a gift message?

Yes! Once you’re ready to check out, select ”gift wrap my order” for an extra R65 and leave a note under ”order notes”

Shipping

How do I get free shipping?

We offer free standard shipping for orders over R500. Please note that the total cost of your order must be over R500 after any discount codes are applied.

When will my order be shipped?

Your order is fulfilled and processed by our warehouse team within 2-3 business days of your order being placed. Once fully processed, orders are shipped and delivered within the paid shipping time frame. Business days do not include weekends or public holidays. Shipping costs are non-refundable. Depending on the shipping speed selected during checkout, transit times can vary between 1-10 business days from the shipped-out date. See below for courier contact information:

The courier guy
Email: support@thecourierguy.co.za
Phone: +27 86 120 3203
If you need further support, please contact our support team at info@echobaby.co.za.

Order Issues

My package is showing as delivered, but I am unable to find it anywhere. Where is it?

Tracking information created by the courier is sometimes incorrect. We recommend that you wait 1 – 2 business days to see if the courier is able to deliver your package, or give them a call to check on your order. You may also want to check with neighbors to see if your package was delivered to them by mistake. If you do not receive your order within 7 days of your tracking update, please reach out to our support team at info@echobaby.co.za.

It’s been past the recommended waiting period, I’ve checked with my neighbors and the courier, but I’m still unable to find my package.

We’re very sorry to hear that you did not receive your package. Orders marked delivered by the courier will be issued a replacement order to a new address or will be reimbursed in the form of Echo Baby shop credit. Please contact our support team at info@echobaby.co.za with your order number for further assistance within 7 days from the marked delivery date.

I’m missing or received an incorrect item in my order. What can I do?

We’re sorry to hear about the mix-up in your order! Please reach out to our support team at info@echobaby.co.za within 14 days of receiving.