FAQs

All duties and taxes for EU orders are included in your purchase price. Be aware that certain countries may request additional customs documentation from you to facilitate delivery through our shipping partners.

You'll receive an email notification when your order ships from our fulfillment center, which will include your tracking information. You can also check your order status by contacting us dropping us an email.

We ship orders Monday through Friday, with the exception of UK Bank Holidays.Order processing typically takes 1-2 business days. Processing times may be extended during product launches, holiday seasons, and promotional sales events.

We ship orders Monday through Friday, with the exception of UK Bank Holidays.Orders are shipped Monday to Friday excluding UK Bank Holidays.

Please allow 1-2 business days for order processing. This may take longer during special releases, major holidays and sale periods.

To ensure your order arrives in time for Christmas, please place your order by the following dates:

• Standard Shipping: December 15th
• Express Shipping: December 20th

International orders should be placed by December 10th to allow for customs processing.

Please note that delivery times may vary due to high seasonal demand. Orders placed after these dates cannot be guaranteed for Christmas delivery.

For UK customers, orders are typically delivered within 2-3 business days. EU orders generally arrive within 3-5 business days, while orders to the rest of the world may take 5-10 business days depending on your location.

All orders are carefully packaged in our signature ECS Studios boxes and include a handwritten thank you note. We use carbon-neutral shipping methods where possible as part of our commitment to sustainability.

Please note that any applicable customs fees or import duties for international orders are the responsibility of the customer and are not included in the purchase price.

Track your order anytime through the confirmation email sent after your purchase is complete.

No, we cannot combine shipping on multiple orders. Each order is processed individually with its own shipping rate. If you'd like to purchase multiple items, we recommend adding them all to your cart before checkout to ensure you only pay for shipping once.

We use a range of premium carriers for our shipping services, including Royal Mail, DHL, and FedEx. The carrier used will depend on the size and weight of your order, as well as your location. For UK deliveries, we primarily use Royal Mail Tracked and DPD services. European orders are typically shipped via DHL Express or UPS, while international orders outside Europe are handled by FedEx International Priority or DHL Express Worldwide. All shipments include tracking information that will be sent to you via email once your order has been dispatched. For bulky or high-value orders, we may use specialized courier services to ensure safe and secure delivery. Rest assured that we select the most reliable and efficient carrier for each specific order to provide you with the best possible delivery experience.

Once we receive your returned item, our team will inspect it to ensure it meets our return criteria. Refunds are typically processed within 3-5 business days after inspection. The funds will then be credited back to your original payment method, which may take an additional 5-7 business days to appear in your account depending on your financial institution.

We accept returns of unworn, unwashed items with all original tags attached within 30 days of delivery. Sale items and accessories (including socks and underwear) are final sale and cannot be returned. Items must be returned in their original packaging in the same condition they were received. Any returned items showing signs of wear, damage, or alteration will not be eligible for a refund. Shipping costs are non-refundable, and customers are responsible for return shipping fees unless the return is due to a defect or error on our part.

To initiate a return, please follow these steps:

1. Log into your account on our website and navigate to your order history
2. Select the order containing the item(s) you wish to return
3. Complete the return form, indicating your reason for return
4. Print the prepaid return label (return shipping fees will be deducted from your refund)
5. Package your item(s) securely in the original packaging
6. Attach the return label to your package
7. Drop off your package at your nearest postal service location

For any questions about returns, please contact our customer service team at returns@ecsstudios.com.

If you haven't received your order within the expected delivery timeframe, please first check your order confirmation email for tracking information. You can use this tracking number on our website or the carrier's site to view the current status of your delivery. If your tracking shows the package as delivered but you haven't received it, please check with neighbors and any alternate delivery locations. If you still can't locate your order, please contact our customer service team at support@ecsstudios.com with your order number and we'll investigate the status with the shipping carrier. For UK orders not received within 5 business days, EU orders not received within 7 business days, or international orders not received within 14 business days from the shipping confirmation date, please reach out to us immediately so we can resolve the issue.

We process orders quickly to ensure fast delivery, which means there is only a short window for making changes. If you need to amend your order (such as changing size, color, or delivery address), please contact us at orders@ecsstudios.com within 2 hours of placing your order. Please include your order number and the specific changes you'd like to make. While we'll do our best to accommodate your request, we cannot guarantee changes can be made once the order has entered our fulfillment process. If your order has already been processed, you may need to return the item once received and place a new order.

Order cancellations can only be processed if the order has not yet been shipped. To request a cancellation, please email us at orders@ecsstudios.com with your order number and cancellation request as soon as possible after placing your order. Cancellation requests received within 2 hours of order placement have the highest chance of being processed before shipping. If your order has already been shipped, we cannot cancel it, but you can return the item for a refund according to our standard return policy once you receive it. Full refunds will be issued for all successfully cancelled orders within 3-5 business days.