FAQs
This is our Help and FAQ's area, you should be able to find all the answers you need but if you cannot find what you are looking for please do not hesitate to contact us with any queries you may have.
What is a monogram?
At the point of purchase, you can request for your name, an important date or any other element of up to 8 characters, to be embroidered on the inner pocket of your jacket. This service is free of charge and, along with the ordinal number, is available only for our end numbers.
Each product on our website is accompanied by a detailed description, which includes fabric composition, garment elements, style suggestions, colour and care instructions. The description is complemented by high resolution photographs from different angles that you can zoom in on.
What is the ordinal number of production quantities?
All Ecca Chic suits are limited edition, with only 100 pieces produced against each design. At the point of purchase, you can select the unique ordinal number of your suit between 1 and 100 and, provided it is available, we will embroider it on the inner pocket of your jacket. This personalisation service, along with the monogram, is available only for our services.
How do I decide which size to buy?
We have a size calculator that will help you find your exact size in a few seconds. Alternatively, follow our guide for detailed measurements.
What range of sizes can I find online?
Our size range is 36 – 52. The trousers measure 6 inches less than the jacket on the waist and they are either available in short, regular and long length or come with unfinished hem. E.g. if your suit size is 40R, the jacket and the waistcoat that come with this suit will be size 40 and the trousers will be a 34″ waist with regular length.
Can I request a different trouser size with my chosen suit?
Suit items are not sold separately. Our suit size measurement technique uses your jacket size to calculate your trousers and waistcoat size and our tailored slim fit provides some allowance for taking in or letting out.
What is the fit of your suits?
All our men’s suits are designed for a tailored slim fit, which is narrower than the regular fit but not as tightly tailored as the slim fit. The tailored slim fit is suitable for all occasions and body types.
Can I reserve an item to buy later?
An order is complete when payment is received and we send a confirmation email. You can place items in your wish list or basket and review them at a later stage but we will not reserve the ordinal number or size of your choice and they may no longer be available when you return to complete the purchase. We have most likely ran out of stock and, as our suits are limited edition, we will not increase supply to meet demand. We do encourage you, however, to look back in a few days in case of order cancellations.
How can I submit a product review?
After every purchase, you will receive an email prompting you to submit a review. Alternatively, you can log in our services and review the item by accessing it either through the product listing or your order history. For customers who participate in My Rewards, we offer 500 points for every approved review, which equals a £5 discount to be used against a future purchase.
Deliveries
What countries does www.ecanyon.co.uk deliver to?
We currently deliver all over the world. You will receive an email confirming your order, followed by an email with the tracking number as soon as the item is dispatched.
I have just placed an order, can I amend it?
If you wish to amend or cancel your order, please contact with our services as soon as possible. Although we always try to accommodate our customers’ requests, we cannot accept any changes after the personalisation process has begun. You will still be entitled, however, to use our free returns service and obtain a full refund.
How can I ask a question about placing an order?
If you cannot find the answer you are looking for in our FAQ page you can always contact our online concierge on Facebook messenger via the button on the bottom right corner of our website or use our contact form.
Will I get a receipt with my order?
Your receipt will be included in the confirmation email.
Where can I view my past orders?
You can access your order history if you have an account on our website.
How will my order be packaged?
Your suit will arrive in premium packaging, which will also include your complimentary i.e. a designer hanger and a luxury garment bag.
Why am I not receiving my email confirmation?
When you complete your order and it is accepted by us, we will send a confirmation email. It may go to your spam folder, so please check there first, or, alternatively, contact our services
What complementaries will I get with my order?
Your delivery will include a designer hanger and a luxury garment bag.
What are my delivery options?
We dispatch all orders received before 6pm on a working day within the next working day and we aim to deliver all orders received before 6pm on a working day within 2-5 working days. Do note, however, that deliveries to Northern Ireland, the Isle of Man and the Highlands may take longer.
Do you deliver for free?
Yes, both delivery and returns are free of charge.
What's the cut-off time for next day dispatch?
Orders received before 6pm on a working day will be dispatched on the next working day.
How do I know when my order has been dispatched?
As soon as your order is dispatched, we will send you an email with the tracking number.
How can I track my delivery?
As soon as your order is dispatched, we will send you an email with the tracking number. You can then use this, or your order number, to track your delivery via our tracking page Do note that the expected delivery date is provided by the courier and is subject to change. If you have any questions, please contact the courier directly quoting the tracking details.
What courier company do you use?
We deliver through third parties, which can either be DPD and the Royal Mail or a courier company.
Can you deliver to an address other than my billing address?
We deliver to the address of your choice, which can be different to the billing address.
Can I change the delivery address after an order has been dispatched?
You cannot make any changes to your delivery instructions after the order has been dispatched.
Do you deliver on Saturdays?
Most of the third parties we work with do deliver on Saturdays. However, we cannot guarantee a Saturday delivery.
What happens if I am out when my order is delivered?
For signed delivery orders, the courier company will make three delivery attempts before returning the item to our warehouse. In case you request that your delivery is not signed for, the parcel may be left in a safe place or with a neighbour.
My order hasn't arrived
Please visit our tracking page and use either the tracking number or the order number to locate your parcel. If you have any queries, please contact the courier service directly using the contact information which can be found in the dispatch email we sent you.
What are the conditions of return?
You must notify us of your intention to return your purchase within 30 days of the order date. Once we email your free post returns label, you will then have 7 days to return the items to us. Please note that, in order to receive a full refund, you must return the suit, with all labels and tags attached, and all the complementaries in their original box. All items, including suit, complementaries and box, must be in excellent condition.
How do I cancel my online order?
If you wish to cancel your order, please contact our services as soon as possible. Please note that, if the item has been dispatched, you will not be able to cancel the order but you will be able to use our free returns service.
How do I return an item?
You can access the returns service through the My orders section of your account. Simply select the order and the “request to return” button can be found at the bottom of the page. Alternatively, if you completed the order as a guest visitor and do not have an account, please contact our services
Do I need to pay to return my item?
Our returns service is only free of charge in the UK service at the moment .
Can I return my order to a store?
We only accept returns via our free online service.
How long do I have to return my order items?
You must notify us of your intention to return your order, within 30 days of the order date. Once we email your free post returns label, you will have 7 days to return the items to us. Please note that all items, including the suit, complementaries and box, must be in excellent condition in order for you to receive a full refund.
I have been refunded the incorrect amount
Please contact our services, and contact us.
Can I return unwanted items that were bought using a promotional code (voucher) or gift card?
In case of returned items that were purchased with promotional codes (vouchers), gift cards or My Rewards points, your promotional code will be reactivated until its expiry date, the cost of the purchase will be credited back to the gift card which will remain active until its expiry date and any points used to make the purchase will be credited back to your account. Do note that any points awarded against the purchase, will be deducted from your account, in case of a return.
Can I exchange my purchase?
Although we cannot retain payment against returned items in anticipation of an exchange, you can use our free returns service and initiate a new order for the products of your choice.
Where should I send my returns to?
When you place your return request online, you will receive an email with a label which will contain all the information. This label will need to be attached on the package, as per the instructions in the email.
How long will it take for you to refund me?
Once we receive the returned items and confirm they are in good condition, we will refund you within 14 working days. Please note that we will email you both when we receive the returned items and when we process the refund. The refund may take 2-3 working days to show in your account, depending on your bank’s or card issuer’s processing times.
Payments
What payment methods does www.ecanyon.co.uk accept?
We accept most payment methods. This includes Visa, MasterCard, American Express, Discover and Paypal via Shopify.
My payment has been declined.
Please check that you have typed in the correct card details. If they are correct, please speak to your card issuer.
Do the online prices include VAT?
Yes, all our prices are inclusive of VAT so the price you see is the final price.
Will I receive an order confirmation email?
Yes, you will receive an order confirmation email as soon as the purchase is complete and a second email with the tracking number as soon as your suit is dispatched.
Do you accept PayPal?
Yes, we accept a number of payment methods including PayPal.
Is the website secure?
Our website operates under SSL certificate and all transactions are 100% secured.
What currencies can I use?
We only accept payment in any currencies overall the world.
When will my credit or debit card be charged?
Your card will be charged immediately upon completion of the order. You can check your statement, where the transaction will appear under ECCA Limited London via E-CANYON.
Coronavirus (COVID-19)
Please note that due to the ongoing worldwide pandemic, deliveries may take longer than usual. Please refer to the tracking reference provided in your dispatch email for more accurate updates. For international orders (excluding Ireland), please see the latest delivery status updates from UPS.
Returns have been extended so that you now have up to 60 days from delivery to return your package for a full refund. Please note that due to current COVID-19 restrictions, returns will be processed within 21 days. If you haven’t received your refund after this time, please contact our customer service team. We apologise for any inconvenience this may cause.
For more information on what we are doing to ensure your orders are handled and delivered safely please read our FAQ page.
We thank you for your patience on this.
Standard delivery
Tracked Standard Delivery is free on all UK Mainland orders over all the purchases and your order will be delivered within 1-3 working days.
RoyalMail will send additional delivery updates by email and also (if you provide a phone number), an SMS to pre-advise you of the delivery time. On the email/SMS from RoyalMail, there are options to change or divert the delivery.
If you don’t receive your parcel within the projected timeframe after we send you a dispatch email please contact us.
UK Mainland Express Delivery
Our tracked RoyalMail express and DPD service takes approximately 1-2 business days and is charged at £6.95 on orders under £70, and £3.95 for orders over £70. RoyalMail or DPD Delivery Couirer will send additional delivery updates by email and also (if you provide a phone number), an SMS to pre-advise you of the delivery time. On the email/SMS from Hermes, there are options to change or divert the delivery.
Alternatively, a service through DHL Express is available.
If you don’t receive your parcel within the projected timeframe after we send you a dispatch email please contact us.
DPD
Have your order delivered to one of 4,000+ DPD in the UK. This service is free on all UK Mainland orders overall purchases. UK Mainland Orders will arrive within 7 working days. For orders , the standard delivery option is free of charge.
DPD will send additional delivery updates by email and also (if you provide a phone number), an SMS to pre-advise you of the delivery time. On the email/SMS from DPD, there are options to change or divert the delivery.
Click and Collect
fortunately, we are able to offer Click and Collect to our stores at this time from our warehouse such as following below address : 1 Nestles Avenue, Access Selfstorage , Hayes & Harlington, UB3 4UZ, London, UK .
Collect+
Please ensure that you keep your Collect+ receipt as this is proof of return until the refund is made, as we cannot refund parcels that are lost in transit.
Overseas Delivery & Returns
Please Note: European destinations below are currently available
We currently ship to the following overseas destinations. Please review the table below for costs and delivery times. All orders outside of the UK & Ireland are sent via DHL Express. Please note any customs or import duties are charged once the parcel reaches its destination country.
These charges must be paid for by the recipient of the parcel. We have no control over these charges and we cannot tell you what the cost of this may be as policies and duties vary widely worldwide. You should contact your local customs office for advice on the current charges that are applicable before you place your order.
Mainland Europe
Shipping costs for Europe are shown from Delivery Policies - UK Terms & Conditions apply. Delivery is free to France, Netherlands, Germany and Spain on orders.
| Country | Delivery Time | Cost |
|---|---|---|
| Andorra | Approx. 5 Working Days | £47.35 / 67,75 € |
| Austria | Approx. 5 Working Days | £15.50 / 20,75 € |
| Belgium | Approx. 5 Working Days | £11.50 / 14,75 € |
| Bosnia/Herzegovina | Approx. 5 Working Days | £47.35 / 67,75 € |
| Bulgaria | Approx. 5 Working Days | £25.50 / 33,75 € |
| Channel Islands | Approx. 5 Working Days | £10.00 / 14,00 € |
| Cyprus | Approx. 5 Working Days | £27.50 / 35,75 € |
| Czech Republic | Approx. 5 Working Days | £25.50 / 33,75 € |
| Denmark | Approx. 5 Working Days | £15.50 / 20,75 € |
| Estonia | Approx. 5 Working Days | £25.50 / 33,75 € |
| Finland | Approx. 5 Working Days | £15.50 / 20,75 € |
| France | Approx. 5 Working Days | £11.50 / 14,75 € | Free on orders over £125.00 / 125,00 € |
| Germany | Approx. 5 Working Days | £11.50 / 14,75 € | Free on orders over £125.00 / 125,00 € |
| Gibraltar | Approx. 5 Working Days | £47.35 / 67,75 € |
| Greece | Approx. 5 Working Days | £25.50 / 33,75 € |
| Hungary | Approx. 5 Working Days | £25.50 / 33,75 € |
| Iceland | Approx. 5 Working Days | £18.45 / 25,75 € |
| Ireland (ROI) | Approx. 14 Working Days | £6.00 / 8,00 € |
| Israel | Approx. 5 Working Days | £55.00 / 76,00 € |
| Italy | Approx. 5 Working Days | £15.50 / 20,75 € |
| Latvia | Approx. 5 Working Days | £25.50 / 33,75 € |
| Liechtenstein | Approx. 5 Working Days | £47.35 / 67,75 € |
| Lithuania | Approx. 5 Working Days | £45.00 / 61,00 € |
| Luxembourg | Approx. 5 Working Days | £11.50 / 14,75 € |
| Malta | Approx. 5 Working Days | £47.50 / 63,75 € |
| Moldova | Approx. 5 Working Days | £47.50 / 63,75 € |
| Monaco | Approx. 5 Working Days | £15.50 / 20,75 € |
| Montenegro | Approx. 5 Working Days | £47.50 / 63,75 € |
| Netherlands | Approx. 5 Working Days | £11.50 / 14,75 € | Free on orders over £125.00 / 125,00 € |
| Northern Ireland | Approx. 5 Working Days | £4.95 / 7,00 € |
| Norway | Approx. 5 Working Days | £46.35 / 67,75 € |
| Poland | Approx. 5 Working Days | £25.50 / 33,75 € |
| Portugal | Approx. 5 Working Days | £15.50 / 20,75 € |
| Portugal (Azores) | Approx. 5 Working Days | £47.50 / 63,75 € |
| Portugal (Madeira) | Approx. 5 Working Days | £47.50 / 63,75 € |
| Romania | Approx. 5 Working Days | £47.50 / 63,75 € |
| ROI | Approx. 5 Working Days | £6.00 / 8,00 € |
| San Marino | Approx. 5 Working Days | £47.35 / 67,75 € |
| Serbia | Approx. 5 Working Days | £47.50 / 63,75 € |
| Slovakia | Approx. 5 Working Days | £25.50 / 33,75 € |
| Slovenia | Approx. 5 Working Days | £25.50 / 33,75 € |
| Spain | Approx. 5 Working Days | £15.50 / 20,75 € | Free on orders over £125.00 / 125,00 € |
| Spain (Canary Islands) | Approx. 5 Working Days | £45.00 / 61,00 € |
| Sweden | Approx. 5 Working Days | £15.50 / 20,75 € |
| Switzerland | Approx. 5 Working Days | £44.85 / 65,00 € |
| Tunisia | Approx. 5 Working Days | £45.00 / 61,00 € |
| Turkey | Approx. 5 Working Days | £47.50 / 63,75 € |
| Ukraine | Approx. 5 Working Days | £47.50 / 63,75 € |
The following countries are subject to a £21.75 duty charge, which is included in the postage rates stated above.
| Switzerland | Bosnia/Herzegovina | Gibraltar |
| San Marino | Liechtenstein | Norway |
| Andorra | Jersey | Guernsey |
International delivery costs
Shipping costs for the rest of the world - UK Terms & Conditions apply!
| Country | Delivery Time | Cost |
|---|---|---|
| USA | Approx. 5 Working Days | £40.00 |
| Canada | Approx. 5 Working Days | £45.00 |
| Australia | Approx. 9 Working Days | £50.00 |
| New Zealand | Approx. 10 Working Days | £55.00 |
UK Returns
Please note that should you wish to return an item, this process is taking longer than normal and your refund could be delayed due to increased hygiene measures within our warehouse. Please be reassured that we will try to deal with it as quickly as possible.
We are also able to accept returns from website orders to stores at this time.
Unfortunately, we can accept the return of any item which has been altered to your own personal specifications.
We are also able to accept any returns on underwear, socks, or masks for hygiene reasons.
For exchanges, we ask that you place a new order for any new items that you require and return any unwanted items back to us.
Overseas Returns
We are more than happy for any overseas order to be returned, but we do ask that whoever is returning the order cover the cost of the return postage to our warehouse. You have 30 days from receipt of your order to return any items as long as they are unworn, unsoiled and in a saleable condition with all labels still attached. We unfortunately cannot accept the return of any item which has been altered to your own personal specifications. For exchanges, we ask that you place a new order for any new items you require and return back to us any unwanted items, as specified above. Please note that it is your responsibility to return the goods in a saleable condition, we cannot take responsibility for any missing or lost items being returned back to our warehouse.
Collect+
- Complete the Returns Form included with your order and attach this to the front of your parcel.
- Take your parcel to your nearest Collect+ location.
- Please note that it is your responsibility to return the goods in a saleable condition.
Returns Address :
Ecca Limited Warehouse :
1 Nestles Avenue, Access Selfstorage, Hayes & Harlington, London,
UB3 4UZ , UK
Questions about the Terms of Service should be sent to us at office@ecanyon.co.uk.
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