Shipping & Returns
Delivery
UK mainland delivery
Orders above £60 are eligible for FREE shipping to a UK address (excluding some Scottish Highland addresses).
Our standard delivery charge for orders below £60 is £4.95 to a UK address (excluding some Scottish Highland addresses). If the item(s) are 'In Stock' your order will be processed and mailed within 2 working days (our warehouse is not open weekends and UK public holidays). Delivery is by Royal Mail 48 Tracked and generally takes 2-4 working days.
If an order is placed before 1.30pm we also offer a UK 24 Hour delivery service for a delivery charge of £9.75 If the item(s) are 'In Stock'. This should arrive with you the next Working Day*. We cannot offer next day delivery on Eco-Outfitter school uniform orders or for any orders to Highlands and offshore UK destinations.
* Working Days are classed as Monday to Friday inclusive so UK 24 Hour delivery orders placed after midday on a Friday will be despatched the following Monday
The 24 Hour delivery service is subject to credit clearance and we require a day time telephone number for our security check. These orders will require a signature upon delivery.
If any items within your order are out of stock at the time of ordering, we will contact you and if the stock is expected within 5 business days we will hold your order so that you receive your complete order in one shipment. If an item is out of stock longer, we will offer to part ship your order.
A signature may be required on receipt, so it may be more convenient for you if we deliver to your work or an address of a friend. We will send you an email when your order leaves us. This may contain a carrier reference for you to track your parcel.
Overseas Delivery
We can deliver worldwide all products other than EcoOutfitter school uniform which is currently UK delivery only.
For all overseas orders, a phone number and email address are required. This is mandatory so if necessary our courier partners can contact you regarding delivery.
Worldwide – Courier tracked: Delivered Duties Paid (DDP)
We now ship most international orders by courier ‘Delivered Duties Paid’ (DDP). The cost of shipping is calculated and shown at checkout based on the order weight and the destination. In addition, any country-specific import duties or taxes are automatically calculated and clearly shown so that, if applicable, they are included in your total order cost upfront.
A DDP courier service ensures:
- A fully tracked delivery service with faster transit times
- Reliable customs handling
- No additional charges when your parcel arrives
- No unexpected payment requests from couriers
- No parcels refused or returned due to unexpected duties or taxes
- A smoother, more predictable delivery experience
If no duties or taxes apply to your order, nothing extra is added.
Courier delivery timescale is usually 3–10 working days worldwide.
Shipping costs are country specific, weight dependent and clearly displayed at checkout. However, as a guide, we have listed some shipping zones below. For standard size personal orders (up to c.3kg), approximate shipping costs to these zones (excluding any import taxes, duties & fees) are:
| Zone 1 - United States | £20-£25 |
| Zone 2 - Australia, New Zealand, Canada & Singapore | £30-£36 |
| Zone 3 - Western Europe | £15 |
| Zone 4 - Central Europe | £17.50 |
| Zone 5 - Switzerland, Norway, Europe's Islands, Eastern Europe | £30 |
| Zone 6 - Middle East, North Africa & South Asia | £31.50 |
| Zone 7 - Rest of the World | £40-£50 |
These zones are provided for guidance only. Charges are set by the courier and we cannot enter into any debate as to which zone a specific country should sit in.
Australia, New Zealand, Canada & Singapore – Postal tracked: Royal Mail Overseas
If you are shipping to Australia, New Zealand, Canada or Singapore, we also offer a postal tracked service with Royal Mail Overseas. This is only available for orders that weigh under 2kg.
Postal services are reliable and good-value to these countries where generally no/low taxes or duties apply to our products. However, please note that if you choose this service any applicable import duties or taxes are NOT included and will need to be paid locally.
Delivery time with Royal Mail Overseas is usually 5–15 working days.
Out of Stock Items
If any items in your order are out of stock at the time of ordering, we will contact you. If stock is expected within 5 business days, we will hold your order so you receive it complete. If the item will take longer, we will suggest an alternative or offer a refund for the out-of-stock item.
Returns
We want you to be delighted with the quality of the goods you receive from Eczema Clothing.
However, if for any reason you do wish to return any items from your order, please do so within 28 days of your order being placed and in resalable condition for either a full refund of the value of the goods or an exchange.
Please go to our Returns portal at https://returnsportal.shop/eczema-clothing and follow the instructions to create a Returns or Exchange Request and organise shipping. You will need your order number (in the format PCCxxxxx, from your confirmation email or despatch note).
Please note:
- EcoOutfitters school uniform cannot be returned via this portal. It must be sent directly back to them as per their instructions (repeated below)
- Starter Eczema Packs can only be returned as a full pack
To keep prices down, we do not offer free returns. Return shipping charges will be deducted from any refund, however, any items purchased in exchange will be sent out to you free of charge.
We do insist that any returned goods are carefully repacked in original packaging with no tags or labels removed. Please ensure that garments are tried on over your underwear and that products are not exposed to perfumed products or to the family pet if you consider that you may need to return them.
We reserve the right to refuse to accept any returned goods that do not conform to these conditions. Items that have been altered, mended or laundered cannot be considered for return.
In order to support any claim for lost parcels please retain proof of posting.
Refunds are normally processed within 5 working days of receipt of the returned items.
Faulty goods
If you receive goods which are faulty or have been damaged in transit, please highlight this using the Returns portal / process, provide the requested evidence and we will either offer you a refund or replace the goods at our cost. Any goods replacing faulty items will be sent out to you free of charge.
EcoOutfitter returns ONLY
Returns for all brands / products are processed through our Returns portal except for any returns of EcoOutfitters School Uniform. EcoOutfitters items must be sent directly back to them at the following address:
CH Robinson Worldwide (UK) Ltd
EcoOutfitters
Unit 1B Glencar Close
Derby Commercial Park
DE21 7HZ
Please do NOT send other brands bought on Eczema Clothing to the above address.
