RETURNS & EXCHANGES
To request a return or to follow the purchase number you don't need to have an account with ECCE MEA. We recommend you to enjoy the benefits of a ECCE MEA account, click on the account icon on the top right main page it will redirect you to the Private Area section and follow the steps to "Create an Account". It will be easier to return any product. If you bought a product as a guest please contact customercare@eccemea.com.
For full details of our Return Policy for your shipping country, please visit the "Return Policy" section, on our Terms & Conditions page.
ECCE MEA is pleased to offer you a free return product service to all customers where the purchases meet our Return Policy. For full details on how to process a return or exchange, please visit the "Returning or Exchanging your Purchase" section, on the Return & Exchange page.
Sale items can be returned as long as it meets the requirements of our return policy. The return policy for a sale item is the same as stipulated on the Returns & Exchange page.
Due to the nature of your tailored goods, a refund is not applied. In case of a faulty or wrong size product, we can remake it for you. For further information, please check our Terms and Conditions.
Due to their tailored nature, any personalized product or with any personal engraving is non-returnable.
Items that you create if the size doesn't fit or any product flaw, you can return it. We will handcraft a new resize item, and the delivery may take up 4 to 8 weeks, but we will deliver it as soon as possible. Due to the tailored nature, these second items will be non-returnable.
Any personalized items will also be shipped independently of any other items purchased.
Please note that jewelry is non-returnable due to transportation restrictions.
We are pleased to offer a free return service to all customers where the purchases meet our Returns Policy.
You have 30 days from receipt of your purchase, to advise us of your intention to return. You then have a further 14 days to return the goods to us by following the below process.
RETURNS:
Items can be returned for a resize, and the collection is free of charge.
ECCE MEA specialists inspect the returned product thoroughly within 14 days of delivery, to check any faults under our Return Policy. Once ECCE MEA accepts, you will receive an e-mail confirmation of your return and size remake.
EXCHANGES:
ECCE MEA due to the nature of our personalized products does not accept exchanging an item unless for a more suitable size. However, you cannot redesign the purchase item, and all exchanges are subject to craftmanship availability. To exchange your product follow the How do I Schedule a Return or Exchange steps. When requesting the exchange specify which new size you require.
We are unable to exchange an item for an alternative color or style. Please note that any items purchased can only be exchanged for size only once. We are unable to process exchanges to personal personalized details items.
SUITABLE INFORMATION:
Wherever possible, please send all your returned products in one parcel. This ensures a quick process.
Items should be returned unused, new, and with all tags still attached. In addition, any product should be returned in their original, undamaged box since it is considered as the original ECCE MEA product.
Only returns using our proper documentation and via DHL Express or UPS will be liable for insurance where proof of collection is provided.
You are important to us, so we are pleased to offer a free exchange collection to all customers where the purchases meet our Return Policy.
To arrange your free returns collection service, please follow the below steps:
1. Go to your Private Area, enter your account username and password.
2. Select the item to exchange and enter the reason (selecting the exchange size where applicable).
3. Please read the Terms and Conditions of the return policy and accept it.
4. Contact DHL Express for your free collection, quoting the airway bill number of the prepaid returns label that will be sent to you, stating account no: 961001924. Please click here to find your local DHL Express contact number. Alternatively, you can book a collection under this link by following the steps.
5. Your return package must be impeccably packed and including the preprinted return note.
6. Attach the preprinted DHL Express return label to the outside of the package and leave the parcel open for the driver to inspect.
7. We will notify you by email once your return has been received and processed.
8. Your exchange will be processed on the queue list, and we inform you once your new product gets dispatched, along with your tracking number.
It is mandatory that you use our DHL Express or UPS account to return all items to us, if an alternative carrier is used, ECCE MEA is not responsible for any goods that are not returned.
If a new brand product is in an imperfect condition, it is deemed as faulty.
Please note that ECCE MEA always take images of products before they are packed. We also have a high control quality staff, making sure all products are flawless.
Wear and tear is not considered a fault.
In the rare case that your product is faulty, you should contact our Customer Care Team with the following information:
- Your proof number of purchase/receipt
- A short description of the fault
- Supporting images
Contact details can be found here.
Our Customer Care Team will reach you to advise the next steps.
After your return product arrives, a thorough inspection is made by our quality control experts team, to settle whether it is a faulty product or it is fair wear and tear. ECCE MEA may be able to repair your item but please note that repairs are not guaranteed and it can be charged for it.
If in the rare case that your item is faulty due to a production error, we may be able to replace your item or refund you. Replacements are subject to availability, refer to delivery, and you may redesign your product or get your previous design made. Please inform our Customer Care team your wish.