Frequently Asked Questions

What if I forget my password?

Don't worry! From the 'My Account' sign in page, click the 'I've forgotten my password' link and enter your email address. We will then send you a new password...Simple.

Once you've got your new password, enter it on the sign in page and from 'My Account' you can change the password to one you'll easily remember.

Can I come back to my order at a later date?

Log into your account before you add the items to your basket; this will automatically store the products into your basket. If you log out of your account and then back into your account the items will remain in your basket until they are either removed or you successfully checkout and pay for them. * IS THIS TRUE?*

How do I log out?

To log out, simply click the "log out" link next to my account in the top right hand corner. Your personal information is removed from the computer. 

Can I cancel my order?

If you order over the phone or online you have the legal right to cancel your order within seven working days of receipt of the goods. Where goods are delivered to a third party you will only be able to exercise this right if you return the goods you ordered at your own cost and in a resale-able condition.

How do I make changes to my order?

If you should you change your mind, you can cancel part or all of your order by calling us, visit our contact us page for the best way to do this. If you order has been delivered and you do not want part or all of it. Make sure you return everything you want to in its original packaging. We will then refund you the cost of the products. For more information, visit our returns page.


Are my personal details secure?

We utilize the latest in Secure Server Technology to ensure that all personal and transactional information is protected to the highest standards. We never make your personal details available to companies outside of EcoCharlie.co.uk for marketing purposes, although our representatives may hold your data so that your details and/or order can be processed and/or account maintained.

We use SagePay (the internets most trusted payment gateway) to deal with all billing.

How do I manage the emails I receive?

We'd like all our customers to receive the information they need to make their online shopping experience personal and relevant.

As a customer we'll automatically send you emails confirming your order, when it is despatched and any changes you might make to the order or your personal details. We'll also contact you in the unlikely event that there's a problem with the payment or delivery of your order.

In addition, we can keep you up-to-date with special offers and products we think you'll like. If you want to un-subscribe from our regular email newsletters, just tick the un-subscribe option at the bottom of any of these Newsletters.