You may contact echo between 8:30AM and 5PM EST, Monday through Friday by calling 800.327.3896. If you have reached us after hours, please leave a message or email us: EchoCustomerService@echodesign.com. Please include your name and best means of contact (if by telephone, please provide). If you are experiencing problems with shopping on our site, we truly appreciate your input and feedback. Please include the issues you had as well as what browser you are using (Firefox, Safari, Internet Explore 8, 9 or 10, Google Chrome,etc.)
All inquiries submitted to Customer Service will be responded to within one business day and every effort will be made to bring about a quick and satisfactory resolution.
FREQUENTLY ASKED QUESTIONS
How do I change my login information?
You can update stored information in your account at any time. To view or change your existing account information, password or subscription status, please sign in to “My Account” using your current e-mail address and password. In your “Account Dashboard” you can edit any of your saved account information.
How do I place an order?
When you see an item you love, please specify the color, size and quantity options you prefer then click “Add to Bag.” After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on “Shopping Bag” at the top of the screen to view the items you have selected. After you have made any changes and updated the quantities as desired, click “Checkout” to finish. You will then be prompted to fill out shipping and billing information. Finish by clicking “Submit Order.” Be sure to look out for a confirmation email in your inbox soon after.
When I put something in my shopping bag, does it guarantee I have the merchandise?
We strive to maintain that the correct availability is reported when you select the item you would like to place in your shopping bag. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item with be reported as unavailable when you go to checkout.
But don’t lose hope! If you still wish to purchase the item, you may contact an Echo Customer Service Associate at EchoCustomerService@echodesign.com or call 800.327.3896 to locate the item in one of the retail stores that carry our product.
Can I see a record of my transactions?
As we have moved over to a new platform, only transactions made after February 27, 2012 will be viewable online. Rest assured though that all of your order history is still available with our Customer Service representatives should you have any questions. For transactions that were made after February 27, 2012 you can check your order history online in the ‘My Orders’ area of your account. All of the details regarding tese purchases will be conveniently stored for you in an organized listing.
When placing an order I get an error message stating that there has been an authorization failure. What does this mean?
An authorization failure could mean several things. First, please be sure that all billing information is correct. You want to make sure that the zip code you entered matches the zip code on file for your billing address. Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we only accept Visa, MasterCard, and American Express (US Only) for credit card payment.
Can I modify or cancel my order once it is submitted?
Unfortunately once an order has been placed, we cannot modify the order. If you wish to cancel your order, you may contact us at 800.327.3896 and if the order has not yet been processed, we may be able to cancel on your behalf.
How can I send someone a gift?
Everyone loves receiving a gift from Echo! To send a gift, you will have the option to include a gift message at checkout. Should you choose this option, a gift invoice with no price information will be included with your package.
What forms of payment are accepted online?
echodesign.com accepts the following forms of payment: American Express (US Only), Visa, and MasterCard. Your credit card will be charged the day the merchandise is shipped. echodesign.com currently does not accept checks, cash or money orders.
Do you charge sales tax on any item?
Sales tax will be added for taxable items in deliveries to the following states: New Jersey, New York, Texas and Washington. The tax rate applied to your order will be the combined state and local rate for the address where your order is shipped. Shipments to any other state will not be charged tax.
What are your shipping options and rates?
Where We Ship To:
- Street addresses in the United States only (no P.O. or Military APO/FPO addresses)
- All 50 states including the District of Columbia
Shipping rates are calculated according to the purchase value of your order and the type of shipment selected. Each address you instruct us to ship to, including gift-recipient addresses, is considered a separate order and is subject to applicable shipping charges.
|Ground for orders under $60||Non-Bedding: 4 – 6 days||$5.00|
|Bedding: 7 – 10 days|
|Ground for orders $60 and over||Non-Bedding: 4 – 6 days||FREE|
|Bedding: 7 – 10 days|
|2-Day Service for all orders||Non-Bedding: 2 days if by noon EST||$18.50|
|Bedding: 3 – 4 days|
|Overnight for all orders||Non-Bedding: Next day if by noon EST||$32.50|
|Bedding: 2 – 3 days|
With the exception of bedding, our orders are shipped from our NJ warehouse. Please take this into consideration when selecting the type of shipment. Bedding is shipped from our CA warehouse and can take an additional 2 days to process so 2-Day & Overnight may take an extra 1 to 2 days for shipment. Please note, we do not offer Saturday delivery.
Do you ship to addresses outside the United States?
Currently, we ship solely to the United States, including Alaska and Hawaii. If you are an Echo lover living abroad, please email us and tell us from where you’d LOVE to be able to buy!
Do you ship to PO boxes or Military APO/FPO addresses?
We currently do not ship to PO Boxes or Military APO/FPO addresses. Please call 800.327.3896 and let us help you find the store nearest you that carries our brand.
Will I receive an e-mail confirmation/shipment tracking number?
After you complete your transaction on echodesign.com, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has shipped, you will receive an e-mail with a FedEx or UPS tracking code that will update you with the status of your shipment at any time once it ships.
Can I ship to an address other than my own?
Yes, you can ship to another address besides your own. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out your own address.
What is echodesign.com’s Return Policy?
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund.
All swimwear returns must have the original hang tags and hygienic liner in place to be eligible for a return. Merchandise must be in perfect condition. Please make sure you wear appropriate under garments when trying on merchandise. Hot tubs, swimming pools and suntan lotions may cause fading, yellowing or stains. These are not considered defects and, therefore, swimsuits may not be returned for any of these reasons.
HOW TO RETURN AN ITEM:
• If you would like to exchange an item, we ask that you reorder the item online and handle your original purchase as a return for refund. This will ensure you receive the item you are looking for in the event we are out of stock before we receive your return.
• Please check your invoice date: We will accept returns of unworn purchases in their original protective packaging within 30 days of your invoice date. Credit will be issued in the same form of payment used for purchase. There will be no refunds given for returns made after 30 days from invoice.
• Please complete the return form included with your original shipment. If you no longer have the form or have any questions, please contact us at 800.327.3896 or email us at EchoCustomerService@echodesign.com.
• Please be sure to ship your item by insured, traceable mail to the address indicated on the return form. This service is offered by UPS, USPS, Fed Ex and other carriers.
Please allow a processing time of two to three weeks for refunds and exchanges. Echo reserves the right to modify its exchange and return policy.
How long does it take to get my refund?
We want you to receive your exchange or refund ASAP! You can expect your refund/exchange to process within approximately 14 days of us receiving your merchandise. Your banking institution may require additional days to process and post this transaction to your account once they have received the refund information from echo design. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.
What should I do if there is a shipping error or I receive damaged merchandise?
In the event that we processed an order incorrectly or sent an incorrect or damaged item, we will gladly replace or take back that item for a full refund at our expense. Please use contact us at 800.327.3896 or email us at EchoCustomerService@echodesign.com and we will issue you a return shipping label.
I gave a gift to someone; can they exchange it for something else?
If your gift recipient who would like to return an item, they may do so for Online Credit at echodesign.com. Online Credit is only redeemable at echodesign.com. Alternatively, the gift recipient may elect to credit back the original form of payment submitted by the person who placed the gift order.
I saw an item on the website, and now it has disappeared. Why?
Echo lovers love to shop! Our quantities are limited and may sell out fast. If there is an item that you are interested in, but is no longer on the site or not available in your size, you can contact us at 1.800.327.3896 or email us at EchoCustomerService@echodesign.com and we will try to help you locate it at one of our retail partners.
How do I join the Echo mailing list to stay in the know?
To keep up with all the latest on new product, videos and events, join our email list by entering your email address in the “sign up for our newsletter” box on the lower right corner of any page on the website, then click “Subscribe.” You will automatically have access to all of our email updates covering information about our products and services!
If you ever wish to unsubscribe from promotional emails, go to “My Account” and sign in with your current email address and password. Click “Newsletter Subscriptions” and you can edit your subscription status. Opting out of newsletter subscriptions will not prevent you from receiving Order Invoice and Shipping Update emails pertaining to your order.
What if I have a question?
You mean we didn’t answer everything here?? We will do our best to answer any questions that you may have. You may e-mail us at EchoCustomerService@echodesign.com or call us at 1.800.327.3896 (9:00-5:00 Monday-Friday Eastern Time). We aim to respond to e-mails within 1 business day.
I’m having problems with the website, what do I do?
Please email us at EchoCustomerService@echodesign.com, and we’ll see if we can fix the problem as soon as possible.
Is gift packaging available?
Unfortunately, we do not offer gift packaging at this time, but we are always looking to make improvements and hope to offer this option in the very near future.
I have a store – how do I carry the Echo line?
Drop us a line EchoCustomerService@echodesign.com.
For interviews, reviews, samples etc. please contact Elizabeth at Press@echodesign.com