RETURNS & EXCHANGES
Basic Refund Policy
- There are 4 types of items ECLOKAL sells, and all 3 have slightly different Refund Policies:
- Retail Items: These have a full 7-day guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full/partial refund depending on the item's state. We also have a 3 Months warranty for some of our products. Kindly ask our CSR (Customer Service Representative) if yours is covered. You only pay the return shipping fee and replacement of parts after the 7-day guarantee lapsed.
- Shirts: These have a full 15-day refund/replacement guarantee. If the item is defective, we will replace it at no cost to you. You CANNOT return shirts unless they are defective. For size exchanges please read the guide below.
- Free Promotional Items: Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
- Food due to the nature of these item. We will have a no refund policy for all the food Products.
- For all applicable returns, please email us at firstname.lastname@example.org and we'll be emailing you of the return address that is nearest to you. Email us with the Subject of the email set to:
How do I exchange a shirt for a different size?
- If your shirt doesn’t fit and you need to exchange for a different size, please follow these instructions. First, make sure that you have not worn or washed your item (besides trying on). For all applicable exchange in size, please email us at email@example.com and we'll be emailing you of the return address that is nearest to you. Email us with the Subject of the email set to:
ATTENTION: EXCHANGES - SIZE
- We're sorry but we have 2 cases of not exchanging in size. One is if the error is on customer's side (not getting size correctly). Or 2nd, if item has only 1 size (item is considered 1 size unless marked with multiple sizes on the product page). Examples of which but are not limited to the following:
- bed sheets with standard sizes but are not fitting your bed (Ex. Ordering Queen Size but yours is larger than a "Standard" queen size.
- items labeled with free-size, universal, standard, adjustable, cover-all
- one-size-fits-all specialty caps
- beanies and knitted products
- mugs with no capacity in ml (considered standard mug)
- plus-sized item
- items that are sold to be altered (not off-the-shelf)
- other on-order basis and which is explicitly labeled on the product page
- Please Note: Customer pays return shipping on exchanges. Our Affiliates Delivery has the best rates in our experience, but...
- Make sure to include details of the correct size needed to be sent back.
- You have 15 days to exchange your item.
- Please Note: Customer pays return shipping on exchanges. Our Affiliates Delivery has the best rates in our experience, but you can ship back to us any way you like. If you have a question about your return, contact us at firstname.lastname@example.org.
What do I do if I received the wrong shirt or my shirt is defective?
- If this happens, we are truly sorry. Please email us at email@example.com and tell us your order number and how we messed up.
- We will take care of you and cover all costs of getting you the right shirt. We will send you a new shirt and pay for your shipping to send that one back to us. We are human and do make mistakes. We will make sure to correct the issue ASAP!
How much is shipping?
- This depends on the product ordered, the total weight, and where we're shipping to. Our standard Metro Kidapawan Delivery cost is Php75 minimum cost depending on your location) unless you order a large amount of weight. During a limited time, we're offering free shipping but this can change anytime. On FREE promotional item's shipping and handling starts at Php495 as we are shipping some of the items from our different warehouses overseas.
Do you ship internationally?
- Yes, we do ship internationally but in limited countries. Our main focus is the Philippines as of the moment. The other countries we'll be shipping to is something that will be available in the near future.
How do I track my package?
- You can check on the status of your order at any time by emailing the customer support desk at firstname.lastname@example.org. Please note that items have limited tracking.
I ordered 2+ items, but only received one... where's my order?
- Since we print on demand and we have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.
- Sure, no problem! Just email us at email@example.com and we'll get back to you right away.