FREQUENTLY ASKED QUESTIONS
This website features an online Shopping Cart that enables you to purchase products securely with your debit or credit card. You can also order by calling 0800 820 2025 or by faxing 0871 218 1954. If you prefer you can opt to send an order by e-mail instead to enquiries@eco-ne.co.uk. Be sure to have the product title, order number, and quantity of each item you wish to order, along with payment information when you call or include this information in your email or fax. Our Customer Support staff is available by phone Monday through Friday from 9:00 a.m. to 5:00 p.m. or email 24 / 7.
Payments can be made via all the popular debit or credit cards via our Stripe or PayPal gateways. For the PayPal option you DO NOT need a PayPal account to use this method, you just simply select to pay via your debit or credit card when requested during the payment process.
We have opted to use these two methods of payment as both services guarantee our customer’s security as we DO NOT capture any of your sensitive debit or credit card information. This is all processed via their secure payment gateways. By using this method you confirm that you are the owner of the debit or credit card being used. All such debit/credit card users are subject to proper validation and authorisation regardless of which payment gateway is available. All payments are made in GBP currency and we will process your order on successful completion of your payment transaction - which means that payment has been successfully processed and transferred into our account.
Any and all invoices are due for payment, in most cases at the point of purchase via this website using the chosen gateway, or on the date shown on the invoice if buying over the telephone, unless alternative arrangements have been agreed between the Purchaser and Eco World Northeast Limited.
In cases where you have been issued with a Proforma Invoice and DO NOT WISH to settle directly via BACS into our Business Bank Account, then you may opt to pay via your own PayPal account. In such cases, please make payments to our PayPal account at "accounts@eco-ne.co.uk".
Please note that Interest will be charged on a daily basis for any overdue amounts, commercial interest at 2% above the base rate of the Bank of England pertaining at the time.
Both our payment gateways accept the following cards: Visa / Delta / Electron; MasterCard / Eurocard; Maestro and American Express. Debit cards (also known as bank cards) are accepted if they have a Visa or MasterCard logo.
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The website is simple and easy to use. If you are a new visitor, we strongly encourage you to browse the website a little before you begin shopping. The Category Menu (on the left column) provides a list of the different categories of products we supply. From any of these pages you can see the products available in the category. Just click on an item to see the details of the product in more detail.
The website also features a powerful product search function by entering a term into the search box in the top right of the website. There are many ways to search the product database and we encourage you to experiment. The more you learn about searching, the more you will enjoy the website.
When by either browsing or searching you find an item you want to order, simply enter the item quantity that appears in the quantity box provided (default is set to 1) and click the "Add to Cart" button. When you click Add to Cart, you will go to the Shopping Cart view, which will now show that item, along with any other items you may have previously added. To shop more, just click the "Continue Shopping" button.
Repeat this process to add more items to the cart. When you have added all of the items you want to order, click "Checkout Now" and you will go to the "Checkout Log-In" area. If you are a first time user, click on "Register and Checkout." Our system uses your e-mail address as your username. Then you will be asked to complete your billing, and shipping information, and to create and confirm your password. Record this for your future reference. When you have verified that your entries are correct, click the "Continue Checkout" button at the bottom of the page.
If you are a returning user, just enter your username and password and click "Sign In and Checkout" On the "Checkout" page.
Once registered and logged in you get taken to the first page of the checkout process. This will show all the products that you require. You also have the option to add any discount coupon you may have, and to add any order number and special instructions regarding the order or delivery. Please include any information which may affect your delivery such as “goods to be delivered at rear of building”. Once the you are happy with the order details please click the "Checkout Now" button.
You now have to choose your delivery option. The costs for each delivery option is listed next to the delivery option. The costs are based on the weight of the goods being delivered. Once you have chosen a delivery option please click on the "Continue Checkout" button.
Now you come to the payment page. If you are paying by card please enter your card details. If you wish to pay by BACS or Cheque and require a Pro-Forma invoice then select the Pro-Forma invoice option. Please note that your goods will not be shipped until the Pro-Forma invoice has been paid and the funds have cleared in our account. If you have a credit account please select that option for your order to be added to your account. We offer accounts to all schools, colleges, universities, and local and national government. We also can provide accounts to approved businesses. If you are interested in opening an account please call sales on 0800 820 2025. Once you have selected the correct payment type please click on the "Continue Checkout" button.
You are now on the order confirmation page. Please check all the details and verify that your personal information and your order are exactly as you want them. When you are sure the information is correct, click the "Place Order" button.
This page confirms that your order has been entered. If you do not see this screen, your order has not been placed, please call Customer Support at 0800 820 2025 or e-mail support@eco-ne.co.uk. This page also assigns a confirmation code to your order. PLEASE PRINT THE ORDER CONFIRMATION PAGE, it is your record of the transaction.
International Customers: If you are an overseas customer please contact sales on 0800 820 2025 to confirm we can set you up as a customer before placing your order. If you have any questions about your order or need to cancel an order, please contact Customer Support at 0800 820 2025.
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You may instead want to consider saving the items to your wish list for a future purchase. Items that you move to your wish list can later be moved back to your shopping cart, or you can send copies of your wish list to others in hopes of making your wishes come true. Please note, items added to your wish list do not ensure later availability. You must login to use the wish list feature. You may always login by clicking “log in” on the menu bar at the top of any page.
Once you are ready to checkout with the items in your shopping cart, click on the “checkout” button in your shopping cart. At this point if you have not registered with us before, you will need to click on “register” to sign-up for a new account. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account.
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You only need to register on our site if you are making a purchase. By registering you are initiating an account that only you may access. You may access your account by using your email address and a password that you have created. Only you will have access to this information. If you are signed up on our email list, this does not mean you are registered.
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Simply click on “my account” and you will be provided with a direct link that will walk you through the process. If you have never purchased from us before, you must register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on “checkout”, and this will automatically direct you to our register page.
If you forget your password, there is a link on the "my account" page. By providing your email address, via a secure, encrypted connection, we will email you a new password that you may later change by visiting "my account" once you log-in successfully.
Once you log-in to your account, you may change your password by clicking on "my account". Then click on "Account Information". Next click on the link that says: "Change password". Enter your new password and click on "Submit".
Log into your account, and click on “Account Information” located at the top of your account page. Make the necessary changes to your account, (i.e. email address, password, billing address, etc.) Scroll to the bottom of the page, and click on “Submit”. The changes you have made will now be saved to your profile.
Although we make every effort to keep sufficient stock of items listed on our site, occasionally we may be out of stock of certain products. If an out of stock situation does occur on an item that you have ordered, we will notify you via e-mail. Any changes will be reflected in your order and total as well as your shipping confirmation.
Stripe and PayPal accept the following cards: Visa / Delta / Electron; MasterCard / Eurocard; Maestro and American Express. Debit cards (also known as bank cards) are accepted if they have a Visa or MasterCard logo.
You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped. This confirmation will include, if available from the shipper, their tracking number for your package. You may check the status of your order at any time by visiting “my account” on the menu bar at the top of any page. Once you login to your account using your email address and password, click on “View Your Order / Billing History” to view past orders and current orders that you have placed.
Please be advised that once an order has been placed we are unable to make any modifications to the order including cancellations.
Orders placed during the working week Monday-Friday before 4 pm GMT will be processed and shipped by close of that day, excluding holidays, and usually ship within 1 to 3 business days pending availability verification. Orders placed on Friday after 4 pm will begin processing on the following Monday. All orders placed over the weekend or holiday period after 4 pm will be processed the next business day. We will contact you with a follow-up email if the product you have selected is not currently in stock or if we need additional identification provided for credit verification. We use general couriers for delivery, and therefore are unable to deliver to APO / FPO addresses or PO Boxes. We do not offer weekend or holiday period, or Saturday delivery. Your shipping method is shown during checkout.
*DELIVERY TIME DOES NOT INCLUDE SATURDAYS, SUNDAYS OR BANK HOLIDAYS
International shipping charges are based on several factors, including total price of items, the weight of the package, and its destination. In order to determine the cost, please add your selected items to your cart wish list and contact us directly for costs before proceeding to checkout. You will then be able to view the shipping costs on the review page of the checkout process. This is the last page before finalizing your order. From this page you may either cancel or proceed with your order.
Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from us, you are the importer and must comply with all laws and regulations of the destination country. You authorise us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.
If the order is a gift, the package is marked "Gift," but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.
Refused Shipments - If you decide to refuse any shipments from us, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to us. This amount will be subtracted from your refund.
If you have any shipping and handling questions or comments please contact us prior to placing your order on 0800 820 2025.
We use general couriers for delivery, and therefore are unable to deliver to APO / FPO addresses or PO Boxes. We do not offer weekend or Saturday delivery. PLEASE NOTE: Some countries may have restrictions on the receipt of specific items.
If the Goods have been dispatched or have reached you, but you decide that they are no longer required, you can return them to us within 7 days of receipt. Goods can only be returned for this reason if their packaging remains unopened and the Goods can be re-sold, as new, without any additional work on our part. You are responsible for paying shipment costs if Goods are returned for this reason. If you wish to return Goods to us, please contact us via telephone 0800 820 2025 or email to support@eco-ne.co.uk to make the appropriate arrangements. PLEASE NOTE: Shipping and handling charges are non-refundable. Packages that arrive back to us COD may be denied, or the COD amount will be deducted from your return or added to your exchange order.
Once your package has been returned back to us, your refund will be processed in the original form of payment within 5 business days. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
Via our Website Enquiry Form on the Contact Us page: www.eco-world-northeast.com/contact-us/ 24 / 7, respond next working day.
Via 0800 820 2025 Telephone Regular Hours: Monday through Friday from 9:00am to 5:00pm GMT, Saturday 9:00am to 12:00am.
By E-Mail: enquiries@eco-ne.co.uk, respond within 24 hours during working week.
By Fax: 0871 218 1954 respond within 24 hours during working week.
By Mail: Eco World Northeast Limited, 19 St Vincent Court, Gateshead, Tyne and Wear, NE8 3DZ, United Kingdom, respond within 24 to 48 hours during working week via contact details given or with 7 working days via post.
