Frequently Asked Questions
If you have any questions take a look through our frequently asked questions to see if it has already been answered.
If it hasn't, contact our Customer Service team by email and let us know so we can add your questions
Items will normally be delivered within 3-5 working days.
DHL is our main courier but for smaller items we do use Royal Mail.
Yes, DHL do require a signature to enable us to keep a track of the order and for proof of delivery. DHL can deliver between 8 am and 5pm.
Once the order has been processed through to us, you will receive a confirmation e-mail with a web reference number. This will enable you to track the order with us.
On the receipt of the goods you have 7 working days to report a faulty or un-suitable item. You can report this by e-mail http://shop.eco-schools.org.uk/myaccount/returns and we will arrange for the DHL returns label to be sent to you and then you will need to contact DHL to arrange collection of the item. When the goods are returned back to us we will either issue you with a replacement or credit your account.
The free postage and packaging is only applied for orders over £80 before the VAT is applied.
If a product is out of stock a message will appear at the bottom of the product page and there will be no buy facility.
If you have experienced an error or any of these questions haven’t answered your problem then please contact us: Eco-Schools@tts-group.co.uk
This could be down to a number of reasons. You need to make sure that the invoice address is the exact same as the address where the card is registered too. It is the one that is on your statements. It could also be the card that you are using, we don’t except American Express and if you are using MasterCard, some cards are not accepted. The other thing could be that payment is taken straight away so if the funds aren’t available, payment cannot be authorised. If you are still experiencing problems in completing your order, please email: Eco-Schools@tts-group.co.uk
