Contact us | EcuaFina

Contact

What are the opening hours of the shop in Zutphen?
- The Travel Concept Store in Zutphen is open from Wednesday – Saturday from 12:00-17:00
When can I expect an answer to my email?
- We are happy to assist you in answering all your questions or when you need advice that is why we reply the same working day to your request.
Is it safe to order online?
- We take your online safety very seriously. Personal and payment information is safe and no data is sent without encryption. Securing your information is our top priority. All orders are shipped over a secure internet connection using SSL (Secure Sockets Layer) encryption and other measures.
How do I get a discount code?
- You can go to the offers page to check our current promos & discounts
Can I speak to someone?
- Yes sure! We believe in online but we believe even more in personal contact. One of our assistants is always willing to speak to you if you have any questions. The phone number is +31 6 550 9970
Can you help me to choose a native alpaca plaid that fits in my interior?
- Yes, we would love to help with some interior advice. Just send us a picture of your interior and where you want to put your throw and we will give you advice on which alpaca native plaid would fit.

Complaints

Wholesale

How do I become a reseller of EcuaFina products?
- Yes you can, please send an email with your brand & shop information (including VAT number) to Rebecca Braak [email protected].
What is the minimum order value for wholesale?
- The minimum order value for wholesale orders is 300 euros.
How do I create a wholesale order?
- First enroll your shop by sending an email with your brand & shop information (including VAT number) to [email protected]. If your shop is accepted you can create your wholesale order through the webshop by following the regular steps. You just have to add your discount code at the final step of the purchase.
When will my wholesale order be shipped?
- Your order will be shipped as soon as possible. If all products are on stock the order will be shipped the same working day if your order has been received before 4PM (GMT+2).

Return

Can I return my product?
- If you are not satisfied with your purchase, you can return your product (s) to us within 14 days of delivery. The shipping costs for the return shipment to the store are for your own account.
  
  If you make use of your right of withdrawal, the product will be returned with all accessories supplied and - if reasonably possible - in its original condition and packaging. To exercise this right, please contact us at [email protected]. We will then refund the order amount due within 14 days after registering your return, provided that the product has already been returned in good order.
  
  If the product is damaged or the packaging is damaged more than is necessary to try the product, we can pass on this depreciation of the product to you. So handle the product with care and make sure that it is properly packaged for return.
When will I receive my refund?
- After we have received the items back, we will refund the amount paid for the item in question within 14 days. We will refund you with the same payment method you used to purchase the item.
Have you received my returned items?
- As soon as we have received your returned items, we will send you an email. It may take a while before we have processed your return. The refund will follow within 14 working days after we have received the item back.
Can I cancel an order that has been purchased?
- If the order has not been shipped, we can cancel your purchase and make a refund straight away. If the product is on its way to your doorstep we are unfortunately unable to cancel the purchase. In this case you would have to send it back and ask for a refund. To do so, please send us an email to [email protected] with your request and we will take care of it!

Shipping

When will my product be shipped?
- Your product will be shipped the same working day (Monday - Saturday) if you order before 4 PM (GMT +2).
What are the shipping costs?
- There are no shipping costs for order in the Netherlands, for international orders there are no shipping costs if your order value is over 100 EUR.
When is my shipping free?
- Shipping is free with any order over 80 EUR. In the Netherlands shipping is always free.
When will my product arrive?
- Your order will always be shipped with a tracking number. You are able to check this number to be able to know exactly when your order will arrive.

Payments

How can I pay in the webshop?
- You can pay with iDeal, bank transfer and credit card in the webshop.
How can I pay in the Travel Concept Store?
- In the Travel Concept Store in Zutphen you can pay with cash, credit or debit card.
When will the payment for online purchases be charged?
- If your card is authorized, payment will be charged directly to you and you will receive an email confirming that your order has been successful. Only paid orders will be processed. We do not charge (afterwards) fees for failed payment transactions.
Do the prices include vat?
- The prices in our webshop include VAT.