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FAQs

 

PRODUCT FAQS     |     ORDER & DELIVERY FAQS    |     USING OUR WEBSITE    |     OTHER FAQS


PRODUCT FAQs


What type of wicks do you use?

Our wicks are made from lead free cotton.


What ingredients are used in the body care range?

Our bodycare collection uses the highest quality botanical bases of Macadamia, Coconut and Almond oils with antioxidant rich Vitamin E to protect the skin and promote softness, moisture and elasticity in a non-greasy formula.

The ECOYA body care range is designed to be safe on all skin types and is free from Parabens, Sulphates, Propylene Glycol, Silicone and artificial colours. However if you have sensitive skin we recommend patch testing before use.


I have a gluten intolerance, wheat, nut or soy allergy. Can I use ECOYA products?
           
Some people have a digestive intolerance to gluten, a protein that occurs naturally in wheat and other grains. It is unlikely for a person with gluten intolerance to have a reaction to a skincare product, since gluten can only be absorbed through the gastrointestinal tract. However, some people do have wheat allergies that may cause them to have skin sensitivities and this also applies to people who have nut and soy allergies.
 
Most of ECOYA Body-care products contain Almond, Macadamia and other Nut oils. The extraction method for these ingredients removes allergy-causing proteins, but we cannot guarantee that all of the residues are removed. Therefore, if you have gluten intolerance, wheat allergies, Nut or Soy allergies we recommend that you patch test first or consult with your medical practitioner before using any of our products and refer to the ingredients list.
 
 
 
Are ECOYA products tested on animals?
 
No, we do not test ECOYA products on animals.
 
 
Which fragrance is the strongest when burning?

Our fragrances are rated on an intensity level from delicate to full-bodied. You will find this rating system on each product page on our website. This will tell you how strong or delicate each fragrance is. Our most full-bodied fragrances in the ECOYA collection are Lotus Flower & Coconut & Elderflower, while in our Botanicals range, the Midnight Orchid and Jacaranda & Plum fragrances are strongest. 
 


What is the difference between the ECOYA Metro and Madison Candles?

Both the ECOYA Metro and Madison Jar candles are soy wax. The Metro Candle is a classic glass jar and lasts for up to 55 hours burn time. The Madison Candle comes in a contemporary glass jar, topped with a silver lid and housed in a beautiful box, lasting for up to 80 hours burn time.
 

How do I open my diffuser?

ECOYA diffusers are packaged carefully to ensure the oil from the diffuser does not spill. Ensure you follow the instructions on the back of the diffuser box and as follows.
Directions: Unscrew silver lid and remove the plastic stopper from the decanter. Replace silver lid and place the reeds into the decanter. The natural reeds will absorb the oil and fill your room with a long lasting fragrance.

 
Can I buy diffuser refills?

We do not sell diffuser refills. After six to eight months your reeds will also need to be replaced, so we recommend purchasing a new diffuser.
 

Why does diffuser liquid discolour?

You may see some discolouration in your diffuser liquid over time. This particularly applies to the Vanilla Bean and Sweet Pea & Jasmine fragrances, due to the composition of the fragrance, however this does not mean your product is faulty. Direct sunlight can also contribute to discolouration of diffuser liquid, so be sure to place your diffuser away from direct sunlight.
 

Why is there black residue on the inside of my candle?

Black residue may appear on the glass of your candle if the wick is not trimmed. Ensure the wick is always upright and trimmed to 7mm before use and each time you re-light your candle. The black residue can be removed with a napkin or wet cloth.


Can I purchase discontinued or out of stock items?

Unfortunately discontinued and out of stock items cannot be purchased online. All products that are available for purchase online are listed on our website.  If you have a product in mind but cannot see it on your website you can contact our stockists, they may have a product that you are after. Visit our stockists’ page HERE. 


ORDER & DELIVERY FAQs


How do I know you have received my order?

When your order has been placed, you will receive an ‘order confirmation’ email in your inbox. We also receive a copy of this. Be sure to check your junk box too, in case the email has bounced. If you do not receive the order confirmation, please contact us HERE and we will check that your order has gone through.

 
How long will my order take to arrive?


If your order is being delivered to NSW, VIC, ACT or NZ, it will arrive within 2-4 working days. If it is being delivered to SA, WA, NT, QLD and TAS, your order will arrive within 4-7 days.
 
What are your delivery options?

We offer free shipping on all Australian and New Zealand orders over $100. Or a standard shipping rate of $10. Read more information about shipping HERE.


Can you gift wrap my order and send it to a friend?

Yes we can. We offer our gift wrapping service at the checkout. You will find the option to have your order gift wrapped for free or presented in a special ECOYA gift box ($10 per gift box; gift box size is product dependant) with a personalised message included. Please note we are unable to gift wrap already boxed gifts.
Make sure that you have entered your friend’s delivery address as the ‘shipping address’ to ensure it is delivered to them.

 
How do I know when my order is dispatched?


As soon as your order has been dispatched we will send you an email with your tracking details, so you can keep an eye on it's progress. You can also login in to your account and check your order status at any time.


Can I cancel my order if I decide I no longer want it?

If you decide that you no longer want your order within 1 hour of placing it, you can email us HERE and let us know.
Please note that if you contact us after 1 hour of the order being placed, we cannot guarantee that it has not yet been processed. However, we will do our best to accommodate you and cancel the order for you.
 

I have not received my order, what can I do?

If you feel that delivery time has been longer than it should, please check on the status of your order in your customer account. You can then contact the courier company with the tracking details. If you are unable to see the tracking details please contact us HERE, we will be able to help.

 
My order was received damaged, what can I do?

If you receive your order and it is damaged, please contact us immediately HERE. We will be more than happy to replace the item for you and ensure your new order arrives safely. You will need to send the order back to us via post or courier. Once we have received the order we will send out a replacement right away.

 
Can I return my order if I am not happy with it?

If you are not completely satisfied with your purchase, you can return it for a full refund or replacement within 30 days. Returned goods must be in an unused condition with packaging and order confirmation included. Please allow 3-7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty. The customer is responsible for return shipping.
 

Can I return a product I purchased online to one of your retail stores or stockists?

Unfortunately we cannot facilitate returns to any of our retail stores or stockists. All online orders must be returned to the ECOYA factory or office via post or courier. Please contact us HERE on how to return your order.

 

USING OUR WEBSITE


How do I change my currency?

We offer our products online in AUD or NZD. To change the currency you want to purchase in, select it from the drop down box in the very top right hand corner on any of our website pages (next to the login area).
 
 
How do I redeem an ECOYA promo code?

If you have a promotion or discount code to redeem online, you can enter this code at the checkout under the ‘Coupons’ section.


My promo code doesn’t work, what shall I do?

Your promo code may not be working for a number of reasons. Firstly check that all characters are entered correctly. If it is still not working, it may have expired or been used before. Please contact us here and we will happily check it out for you.


I am having issues redeeming an offer or gift with purchase, what shall I do?

When an offer is running on ecoya.com, you will see the offer details on the homepage of our website and in your gift basket whilst you shop. These offers require you to reach a threshold spend or purchase before you are eligible to receive an offer or gift. 
For example, the exclusive offer may be ‘Spend $100 and receive a free gift’. Before you receive the free gift you will need to have $100 worth of products in your shopping cart. Please check you have reached the stated threshold for the online offer running at the time.
As our offers are run exclusively and for a limited time only, they will expire after a certain number of days. Please check that you are trying to redeem the offer within the time stated in the offers terms and conditions.  If you are still having problems after checking these steps, please contact us HERE and we will happily investigate the issue for you.

 
I have purchased before but can’t login to my account, what shall I do?

If you are having trouble logging in or have forgotten your password, please select the ‘forgot password’ option. This will send a temporary password to your email address and you will then be able to login using this. If you are unable to remember the email address you used, please contact us and we will be able to find your account using your name.


Can I change my account password and personal details?

Yes, you can change your account password and personal details once you have logged into your account and go to finalise your order. We will ask you for contact and delivery details, so ensure your new details are entered correctly here. 


OTHER FAQs


Can I purchase gift vouchers online?

Yes. You can purchase online gift vouchers HERE.

 
Do you offer discounts for bulk purchases?

Unfortunately we are unable to offer discounts on bulk purchases from our online store. If you are a wholesaler and are interested in stocking ECOYA products, please contact our wholesale team HERE.

 
How do I find an ECOYA stockist in my area?

ECOYA is stocked in retail stores within 15 countries and hopefully there is one near you!  To find your nearest stockist please visit our stockist’s page HERE.

 
How do I stay up to date with ECOYA’s latest products and information?

If you would like to stay up to date with ECOYA, we would love you to sign up to our ECOYA e-newsletters. You will be the first to hear about ECOYA’s latest news, product releases, online offers and exclusive discounts. You can sign up to ECOYA e-news HERE.

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