FAQ

  1. Ordering
  2. Shipping
  3. Sizing
  4. Gift Cards
  5. Backorders

Ordering

Are items in my shopping cart reserved for me?
Items in your cart are not reserved for you until you’ve completed the checkout process and received the order confirmation email from us.

I cannot add the item I want to my shopping cart. Is it still available?
If you are unable to add the item you want to your shopping cart, it means it is out of stock.

The design I like is out of stock. Will you be bringing in new stock?
We try to restock popular sold out designs whenever possible. If restocks are available, the estimated arrival dates will be indicated on the product page and you can contact us to join the waiting list. Once the item is available for purchase again, we will inform everyone on the waiting list. The notification does not reserve an item for you, and does not obligate you to make a purchase. Items are available on a first come first served basis, so do place your order quickly to secure the item.

Do I need to set up an account to place an order?
You can shop without creating an account. However, register an account with us and you’ll be able to save your address and track your orders so you can shop even quicker next time.

Can I change my order or shipping method?
Due to our efforts to ensure you receive your order quickly, we will not be able to accommodate any modification to your order once its status is “Awaiting Fulfilment”. Kindly ensure your details are correct before confirming and making payment for your order.

I’ve made payment for my order via PayPal. However, I did not receive an order confirmation email from ECHO.
After making payment on PayPal, please click on the link “Return to ECHO” to be redirected back to our website to complete your order. Otherwise, your order will not be processed. Upon successful completion, you should receive 2 email confirmations:

  1. Order confirmation from ECHO
  2. Payment confirmation from PayPal

Contact us immediately if you do not receive both email confirmations.

How can I view my store credits (for refund/Exchange only)?
Log into your account on a PC and you would be able to view your available store credits on the left hand side panel.

How can I utilise my store credits?
If you have store credits in your account, simply check out your order as usual. During the payment stage, you will be able to select the option to offset your bill with your available store credits. No coupon code is required. You can then proceed to make payment for the balance amount as usual. There is no expiry to your store credits, unless otherwise stated.

Do you offer any membership programme?
Yes! Simply accumulates a total spending of S$400 within two consecutive months to qualify for our ECHO membership. Find out more about the exclusive discounts enjoyed by ECHO members here.

I am ECHO member. How do I enjoy the discount?
Simply key in your member code before checking out.

Shipping

What is the delivery schedule, and can I request for preferred dates?
FREE delivery for orders above $70.

Deliveries will be scheduled according to:

  1. Next working day delivery (orders placed before 3pm)
  2. 2-3 working days delivery (orders placed after 3pm)
  3. Sat Delivery (9am – 10pm)
  4. Strictly NO Delivery on Sundays and Public Holidays

For Local courier deliveries, if you have a preferred delivery date and time, please indicate in remarks.
Failed 1st delivery, a 2nd re-schedule will be arranged (Our courier service provider will contact you)

For Overseas deliveries, please refer to delivery chart

I have not received my order, what should I do?
If you have not received your order after 10 working days, please contact us for assistance.

How can I track my order?
Refer to the tracking links provided for your shipping option here.

I have entered an incorrect shipping address, what should I do?
Please contact us immediately after you’ve placed your order for assistance. We will assist in amending your shipping address if your order has not yet been shipped.
However, if your order has already been shipped, we will be unable to change the shipping address. Mails may be returned to us if an incorrect/incomplete mailing address has been provided. In such cases, customers will bear the reshipping cost for us to resend the package to you.

Will my parcel be charged customs and import charges?
For international customers outside of Singapore, please be aware that import duties, taxes and charges in the destination country are not included in the item price or shipping charges. These charges are the customers’ responsibility. Customs policies vary from country to country and we have no control over these charges. Please contact your local customs office for further information before you order, so you are not surprised by charges you were not expecting.

Sizing

How do I select the suitable size for me?
You can refer to our size guide here.

Can I request for exchange of size?
Yes! Please refer to our exchange policy here.

I’m in between sizes. What size would you recommend?
We recommend you take the larger size if you are in between sizes. Do contact us for further assistance.

Gift Cards

Do you sell Gift Cards?
Yes, they are known as e-vouchers! You can place your order here.

Is there an expiry date?
The e-vouchers will be valid for 1 year from the date of purchase and it has to be utilised within this timeframe.

How do I redeem my e-voucher?
You can refer to the simple steps here.

Can I return or refund my gift card?
Gift cards cannot be returned or exchanged for cash. All returned items that were paid for with an e-voucher will be refunded as store credit to your account for you to use against a future order.

Backorders

What is a backorder?
Backorders are opened for popular sold out designs, so you could get a second chance to own the piece you have been eyeing. Orders are placed with the factory to re-manufacture the items and stocks typically take 4-5 weeks to arrive from the time the backorder opens.

How do I order a backorder item?
It’s as easy as purchasing an instock item!

  1. Create a new order. Place a separate order for backorders and instock items as they will be shipped separately. If you put in an order consisting of backorders and instock items, your combined order will only be dispatched when the backorder has arrived.
  2. Follow the same ordering steps here.

How do I track the status of my backorder?
The backorder status and estimated arrival dates will be updated on the respective product page.

Terms of backorders
The arrival of backorders is dependent on the manufacturing process and shipping. There may sometimes be unforeseen delays. As such, we are unable to confirm the exact arrival dates. Please only join backorders if you are comfortable with the wait.

In the event we are unable to fulfil your backorder due to insufficient or defective stock, we will notify you as soon as possible and provide you with full refund. In such cases, the stock will be allocated according to the order in which we’ve received the backorders, i.e. first come first served.

Echo reserves all rights to turn down backorders and change the Terms & Conditions any time.