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Frequently Asked Questions

Frequently Asked Questions

My Account

  1. How do I register as new customer?

Thanks for your interest and support to ec-living. You can find “Sign Up” on our homepage and also at checkout. Remember to subscribe to our newsletter as well to stay tuned for our specials & like us on our socials;

    Facebook: https://www.facebook.com/essentialcollectionsliving/

    Instagram: https://www.instagram.com/ecliving_onlinesuperstore/

Or better yet, join our Facebook VIP Group for our exclusive & absolute best deals; you wont find these advertised elsewhere!

    VIP Group; https://www.facebook.com/groups/ecvips/

 

  1. How do I login to my account?

Click My Account on our homepage and fill in your email address and password.

 

  1. What should I do if I forget my password?

To retrieve password, click Forgot Your Password and enter your email address. A new link will be sent to your email to reset your password.

 

  1. How do I change my personal details?

Login to your account and choose Account Information for information you want to change.

 

  1. How do I subscribe to newsletter?

Login to your account and choose Newsletter Subscription or follow the link at the bottom of our homepage. Tick if you want to subscribe. We also have a little discount of everyone who signs up!!

 

  1. How do I unsubscribe from your newsletter?

Login to your account and choose Newsletter Subscription and untick the box. Alternatively, there is an unsubscribe link in the newsletter email you receive from us.

 

 

Payment

  1. What payment method do you accept?

We accept afterpay, paypal, credit cards, applepay & googlepay at this stage. When you are directed to afterpay or Paypal website, you can choose to pay by logging in to your afterpay or paypal account or pay by credit card.

*OXIPAY will be coming soon!

 

  1. What credit cards do you accept?

We accept VISA and Mastercard.

 

  1. How long does it take to confirm payment?

Ec-living will generally only dispatch items when full payment is received. Payment generally takes 1-2 business days to process. In some exceptional cases, it could take up to 5 days or more.

 

  1. Is Lay-by available?

Unfortunately, Lay-by is not available at this stage. However you could take advantage of the afterpay payments system where your order total is divided into 4 equal payments that fall due fortnightly.

 

  1. Can I come to your warehouse to pay and pick up the item?

Unfortunately, all payment has to be made when you proceed to checkout in our website; and pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.

  

Shipping

  1. Do you ship to international address?

Currently we only ship within Australia.

 

  1. How are the items delivered?

The item is shipped via Australia Post, Fastway or Allied Express, according to the size and weight of the item. A tracking number will also be updated and emailed to you after dispatch.

 

  1. Can I use my own delivery service?

We only use our nominated carrier for delivery.

 

  1. How can I cancel my order?

Any order cancellations are to be made within 24 hours of placing the order and will only be approved if the item has not yet left our warehouse facilities. In some cases we may still cancel with a deducted shipping fee.

All order cancellations made within this time frame will incur a 15% restocking fee.

In some cases we may be able to cancel your order once shipped, however this is accessed on a case by case basis and warehouse supplier restocking fees will be at their discretion.

 

  1. How long does it takes to ship my order?

The estimated delivery time frames are:

  • For customers in VIC, approximately 1-4 working days;
  • For customers in NSW, SA, ACT, approximately 2-7 working days;
  • For customers in QLD, NT,WA and TAS, approximately 3-9 working days.

NOTE:

  • Delivery time only starts after the item has been dispatched from our warehouse (usually 1 business day after receipt of cleared payment).
  • We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.
  1. When will the item be dispatched?

Most items will be dispatched with-in 1-2 business days after payment is received.

 

  1. Where can I find the delivery information?

Tracking information will be emailed to you. Please allow up to 48 hours for your tracking number to be activated and updated as initial scans can take some time from various couriers.

 

Warranty

  1. Do you offer warranty?
    1. All products except electronics products come with a 12 month warranty which you may seek a refund or replacement for the product. Electronics products come with a 3 month warranty. The following terms and conditions apply to warranty:
      • Damages due to misuse by user or during delivery will not be covered by this warranty
      • This warranty does not cover any accessories or bonus gifts. Regarding to accessory and bonus gift ,they would be noted in our listing would, include (but not limited to) battery, carry bag, etc.
    2. Damage on Arrival (DOA)

This warranty only applies to items that are broken when arrived or appear to be not functioning on initial usage. The following terms and conditions apply to DOA warranty:

  • You must check their item(s) and report the damages or faults(pictures or videos) to us by email leanne@ec-living.com after receiving the item(s). We reserve the right to refuse any claims made after this timeframe or additional charges (postage and handling) may apply.
  • Please do not return the faulty item to us without our approval.

 

  1. What should I do if there is a part missing?

Please confirm that you have checked the packaging very thoroughly as the small components might become loose during the shipping. If there is a part missing, please contact us immediately by emailing leanne@ec-living.com  or by phone during business hours on 0411332716 so that we can offer our assistance.

 

  1. Refund and replacement

Refund and replacement generally take up to 5 working days to process after investigation has taken taken place, and we will notify you right after it has been processed.

NOTE:

  • A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
  • A refund or replacement will not be offered or approved for change of mind.