Question 1

When will you ship pre-orders?

Accepted Answer

Pre-order pieces placed between 1 July - 30 July 2023 will be delivered to cargo between 1-4 August 2023.

Question 2

When and how can I get my invoice?

Accepted Answer

Your invoices are sent automatically via the system via e-mail 15 days after your order is delivered to you.

Question 3

How do the items I order get to me?

Accepted Answer

Your order will be processed, packed and shipped from our Istanbul warehouse within 3-5 days (excluding weekends and public holidays).

Question 4

How long will it take for my order to arrive?

Accepted Answer

Products are usually shipped within 3-5 working days after receiving your order. Delivery in the United States takes 7-9 working days, Europe takes 4-5 working days, and Turkey takes 3 working days.

Question 5

What shipping carriers do you use?

Accepted Answer

We use local or global carier partners depending on the item, the package weight, and the destination.

Question 6

Do you offer rush shipping?

Accepted Answer

Ecolivos does not offer rush shipping. Products ship out from us within 3-5 business days.

Question 7

Where can I find my tracking number?

Accepted Answer

You can look up your shipping status on your order page via our order tracking page using  your order number and email address.

Question 8

Where do you ship to?

Accepted Answer

We ship internationally.

Question 9

How much does the shipping cost?

Accepted Answer

It depends on the total weight and size of your package(s) as well as your destination.

Question 10

How do I return or exchange an item I've purchased?

Accepted Answer

Please fill out our return request form. To be eligible for a return, your product must be unused/unworn and in the same condition that you received it.  You have 7-9 working days for the US, 4-5 working days for Europe, and 3 working days for Turkey to exchange any item. To exchange your product, it must be undamaged.

Question 11

I've sent my return. When will I receive my refund?

Accepted Answer

Once your return is received and inspected, we'll send you an email that we've received your return and your refund will be processed within 7-14 working days. This period may also vary depending on your bank.

Question 12

What forms of payment do you take?

Accepted Answer

We accept PayPal and credit card (PayU).
All of our prices are in USD.

Question 13

Do you offer gift cards?

Accepted Answer

Yes we order digital gift cards.

Question 14

How do I add a gift note to a digital order?

Accepted Answer

We provide digital gift cards that mailed directly to you upon checkout. You can then forward the gift card via email to the recipient with your message or print it out.

Question 15

Can I return my orders?

Accepted Answer

You can return your order within 14 days. In order for your return to be accepted, the products must be free of damage or stains.

Question 16

When can I get my refund for my returned order?

Accepted Answer

When your return order reaches our "return warehouse", it will be accepted after it has been checked. Then, if the return procedure is appropriate, a reverse refund will be made through the payment channel you made to us. This process is completely legal. Banks can keep the money in their systems within 5-7 working days for credit card payments and 1-3 working days for bank transfer payments.

Frequently Asked Questions