Help Section
The help section is here for you to browse and get help on certain topics. We're currently expanding this section.
I've registered. Now what?
Go shopping!
What will my card statement be?
Any payments processed will carry the name ECHO ENTERTAINMENT LIMITED. We're part of a huge network!
Is my information really secure?
Yes! We DO NOT give anyone else your information except our payment processor (they're like a bank). In order for them to process your payment they need to know your details; but don't worry - they never know what you have ordered; all they know is your order number.
Can I speak to someone?
We try our best to respond to all telephone queries but sometimes we miss them! If you leave a message we'll get back in touch though. We prioritise our work which means emails over an hour old are dealt with before we answer the telephone. That's why we have such an amazing customer experience. Call us on 01332 890684 or use our contact form online.
VAT?
All prices are inclusive of VAT at 20%.
Who delivers your parcels?
Royal Mail or Parcel Force (same company). All our packaging is brown and discreet. All parcels need a signature - so if you're not in it will be left at your local depot.
I need to return my item or I would like a refund
We want you to be happy with your purchase so we now have a no-fuss returns policy. If for any reason you are not completely happy you may exchange unused and unopened products within 14 days for alternative items or a refund. For reasons of hygiene please do not open items that you wish to send back as we regret that we cannot exchange fault-free items once the packaging has been opened.
My product is defect!
When an item is operated by batteries we recommend that you check using a different set of batteries and check that they are fitted correctly and positioned to connect with electrical points before returning such items. If the product is defective, please explain the fault in a covering letter and return it with its original box with all manuals and accessories for a full refund or replacement within 14 days.
Goods can be exchanged or refunded up to 14 days of any defect. After 14 days an exchange will only be available. All returned products are tested and will be sent back to you at your expense if they are found to be working.
Please clean the items before returning.
Where should I send my parcel back to?
Returns - Echo Entertainment Limited
PO BOX 228
Hitchin
Herts
SG4 0WW
What if only part of my order is in stock?
If only part of your order is in stock we will send the items in stock immediately, unless it is part of a matching set, in which case we will wait for the missing set item(s) and post the completed set out together. Please note you will only be charged one postage and packing cost. We will also notify you if one or more of your items will be delayed. Usually out-of-stock items are in stock within 7 days.
What are the Distance Selling Regulations and how do they affect me?
As a consumer entering into a contract with us, you have the right to cancel your contract with us at any time up to 7 working days starting the day after delivery. If you choose to cancel your order you will be entitled to a full refund of the price paid for the goods, in accordance with our Returns Policy. To cancel a contract with us you must inform us in writing (this can be by email) and return the item(s) to us immediately. The item(s) must be unworn and unused and in the same condition in which you received them.
I was out when Royal Mail tried to deliver - what happens now?
Royal Mail will take it back to your local depot and leave you a note with more information on obtaining the parcel.
I want to cancel my order - how do I do this?
Under the Distance Selling Regulations you have the right to cancel your contract with us at any time up to 7 working days starting the day after delivery. As this effectively cancels a contract with us please inform us in writing and return the items to us immediately - please note all the conditions contained in our Returns Policy still apply.
Are posting and packing charges refunded if I return an item(s)?
Delivery charges are not refunded in the case of returns.
