Ecoriginals Returns Policy & Guidelines

We request you email any questions about sizing or performance to Customer Service prior to purchase. We want to help you get the right fit on your first try.

Please note: For any order changes we require a 48 hour notice period (during business days) prior to your subscription send date. Unfortunately, once your order has been processed, we are unable to make changes or offer a refund.

Incorrect size delivered, our error

If the size you receive differs from the size you ordered, please contact us within 72 hours of delivery and include a photo of the items you received as well as your order number. Once your order has been assessed our customer care team will promptly arrange for the return of the incorrect items and a re-shipment of the correct size, at our cost. 

Incorrect size delivered, your error

As noted above, we require a 48 hour notice period (during business days) for any changes to your order. Unfortunately, once your order has been processed and delivered, we are unable to cancel or change the order. Please follow our Change of Mind return Guidelines below.

Change of Mind Return Guidelines

If you purchased your nappies within the last 30 days, and they're just not a right fit for your child, we are happy to accept back the unused, unopened packs of nappies in like-new, saleable condition, for a refund, excluding any shipping costs.

It's important to note that we can only process returns for packs that meet our change of mind guidelines below:

  1. Purchase must fall within the last 30 days. No exceptions.
  2. Unopened, factory sealed.
  3. Like New & Unused (No damages to packaging: e.g. rips, tears, marks, dirty, holes.) Unfortunately, we cannot accept opened or resealed packages, as well as those showing signs of damage or wear to the exterior packaging. 

Here's a quick rundown of our Change of Mind Return process:

  1. Email support with your order number, change of mind reason, and the amount of unused packs of nappies you would like to return.
  2. Pack any unused, unopened packs of nappies securely inside of a cardboard box for shipping. Improperly packed returns damaged during shipping will be refused.
  3. Support will email you authorisation along with the address for your return. You will be responsible for return shipping costs.
  4. Ship the nappies back to the address customer support will supply within 7 business days after you receive the return authorisation. We highly suggest choosing insured tracked shipping to cover any lost or damaged items. We cannot refund for postal loss or postal damaged items.
  5. Please ensure that the return package is postmarked within the specified timeframe, as returns with a later postmark will be refused.
  6. Once we receive your return, we'll promptly inspect the packs for saleability. You'll then receive a refund for the eligible packs based on our guidelines. If any packs don't meet the criteria, we'll notify you to arrange for return shipping of the non-saleable packs - you must cover the cost for this.