ECOYA FAQs

How can I amend, cancel, or add to my order?

If your order has been approved, you will need to contact your ECOYA Business Development Manager to make any changes. If your order has not been approved, you will be able to make changes to your order.

How do I know if my order has been received?

Click here to log into your account and check the status of your order along with your order history.

Contact your ECOYA Business Development Manager or ECOYA Customer Service for more information.

Can I postpone my order?

Yes. When you place your order, please leave a delivery note with your preferred delivery date.

How do I change my delivery address?

Please contact your ECOYA Business Development Manager or ECOYA Customer Service to update any details on your account profile page.

Request a packing list

A copy of your packing list should arrive with the goods, however if this is missing, please contact ECOYA Customer Service.

Request an invoice

Click here to log into your account profile and look up the invoice number and click download. If you require more information, please contact ECOYA Accounts Receivable.

How do I use a credit from my account towards a new order?

To take up a credit simply pay your next invoice less the credit amount and send the remittance through to ECOYA Accounts Receivable. Alternatively, you can request the ECOYA Accounts team to apply your credit to your owing balance. After the amount has been applied you will see an updated balance on your account profile.

How long will my order take to arrive?

Delivery times do vary based on delivery address and the size of the order. Below is a rough guideline on how long it will take from the time it leaves the ECOYA warehouse:

  • North Island: 2-3 working days
  • South Island: 3-5 working days

Please note these may differ during peak sales periods and may be longer. For more information on any orders you are expecting to be dispatched, please refer to our Shipping page or contact your ECOYA Business Development Manager.

What are ECOYA's delivery costs?

All orders over $750 excl GST are free. Orders under $750 will incur a freight charge of $20 (North Island) and $25 (South Island). 

Do you keep back orders on my account?

We do not accept back orders so if you find that an item is not showing in stock on the website this means the item is currently out of stock. However, if you have a specific requirement, please contact your ECOYA Business Development Manager to discuss this.

What do I do if items are missing from my order?

Please contact your ECOYA Business Development Manager to advise them of any issues with your order. Please ensure to let them know as many details as you can, for example: order number, product code, number of items missing, number of cartons received, etc.

I received the incorrect fragrance or product with my order?

Please contact your ECOYA Business Development Manager so they can arrange for a courier to pick up the stock. Once the stock has been received at the ECOYA warehouse, the ECOYA Accounts team will apply the credit to your account. When a credit is placed on your account, a copy of the credit is emailed automatically by the system to your nominated email address. The credit will also show on your order history on your account page.

Can I pick up my order from the warehouse?

No, we do not accept pick-ups from our warehouse.

Can I track the delivery of my order?

Yes. Your tracking link will be sent with your confirmation of the dispatch of your order. You can also click here to access this via your account profile under the order tracking link. 

What are my payment options?

If you are on prepayment terms, you can pay via credit card via checkout.
If you are on account with ECOYA, you can pay via credit card at the checkout or alternatively you can pay via direct bank deposit. For more information please refer to our Payment Terms.

What is the minimum order value?

There is no minimum order value. All orders under $500 ex GST are charged $15 freight. Freight is free on orders over $500. Products must be ordered in pack sizes.

What is the minimum order quantity?

Orders do not require a minimum quantity. ECOYA products must be ordered in the correct pack size. For example, the pack size for a Madison Candle is four units.

What products are out of stock at present?

If an item is currently out of stock this will not show on the website.

When will a product be back in stock?

For stock availability please contact your ECOYA Business Development Manager.

How do I request testers?

Testers are provided FOC on the opening order in those fragrances purchased. For more information please refer to our Tester Policy or contact your ECOYA Business Development Manager.

How do I request POS/Marketing items?

POS and marketing items are provided with opening orders. Contact your ECOYA Business Development Manager if you require more.

We can also create bespoke ECOYA signage/POS for your store, contact your ECOYA Business Development Manager to discuss your requirements.

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