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FAQ
How do I place an order?

When I put something in my shopping bag, does it guarantee I have the merchandise?

I saw an item on the website, and now it has disappeared. Why?

When placing an order I get an error message stating that there has been an authorization failure. What does this mean?

Is gift packaging available?

I gave a gift to someone; can they exchange it for something else?

What forms of payment are accepted online?

Do you charge sales tax on any item?

Can I ship to an address other than my own?

What are your shipping options and rates?

Do you ship to addresses outside the United States?

Will I receive an e-mail confirmation/shipment tracking number?

What should I do if there is a shipping error or I receive damaged merchandise?

Can I modify or cancel my order once it is submitted?

What is the echodesign.com Return Policy?

How long does it take to receive my refund?

How do I change my login information?

Can I see a record of my transactions?

I’m having problems with the website, what do I do?

I have a store - how do I carry Echo's product lines?

What if I have a question?

What if I have a media or press inquiry?
 
 
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 “Confirm 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 will 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.
 
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.
 
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 accept only Visa, MasterCard, and American Express (US Only) for credit card payment.

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 gave a gift to someone; can they exchange it for something else?
If you purchased the gift on our website, they can contact customer service for online credit. Online Credit is only redeemable at echodesign.com. They should have your first and last name as well as the email you used to buy the gift off
our website. Alternatively, the gift recipient may elect to credit back the original form of payment submitted by the person who placed the gift order. 

What forms of payment are accepted online?
echodesign.com accepts the following forms of payment: American Express (US Only), Visa, MasterCard, and Paypal. 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.
 
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 are your shipping options and rates?
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.
 
Free Ground Shipping on orders over $50. Ground Shiping fees for all orders under $50 shall be $5.95 per order.
 
2nd Day Shipping:
2nd Day Shipping is not available for any bedding orders (comforters, duvets and pillows)
Order total: $0 – $49.99 2nd Day shipping fee: $20.00
Order total: $50 and over – 2nd Day shipping fee: $25.00 
 
Next Day:
Next Day Shipping is not available for any bedding orders (comforters, duvets and pillows)
Order total: $0 – $49.99 Next Day shipping fee: $25.00
Order total: $50 and over – Next Day shipping fee: $30.00 
 
With the exception of bedding, our orders are shipped from our NJ warehouse. Please take this into consideration when selecting the type of shipment. We do not offer Saturday delivery.
 
Bedding is shipped from our California warehouse and can take an additional 2 days to process before shipping. 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 shipping fees for bedding orders:
Order total: $0 – $49 Ground shipping fee: $8.95
Order total: $50 – $98.99 Ground shipping fee: $11.95
Order total: $99 – $149.99 Ground shipping fee: $15.95
Order total: $150 – $198.99 Ground shipping fee: $19.95 
Order total: $199 or more: FREE

Ground shipping fees for mixed orders:
Order total: $0 – $49 Ground shipping fee: $8.95
Order total: $50 – $98.99 Ground shipping fee: $11.95
Order total: $99 – $149.99 Ground shipping fee: $15.95
Order total: $150 – $198.99 Ground shipping fee: $19.95 
Order total: $199 or more: FREE

Ground shipping fees for fashion orders:
Order total: $0 – $49 Ground shipping fee: $5.95
Order total: $50 – $98.99 Ground shipping fee: $8.95
Order total: $99 – or more: FREE
 
Do you ship to addresses outside the United States?
Currently, for orders received via echodesign.com, we ship solely to the United States, including Alaska and Hawaii. Please allow 3-5 days for shipping to US addresses. If you are an Echo lover living abroad, please email us to get options for where you can get Echo product.
 
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.
 
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.
 
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.
 
What is the echodesign.com Free Return Policy?
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund. For non-defective merchandise, items must be in perfect condition, in the original protective packaging, and within 60 days of your invoice date.  The only exceptions to this return policy are wallpaper and indoor/outdoor product orders (including, but not limited to, decorative pillows, poufs and folding chairs), which may not be returned for any reason unless deemed to be defective.  *Some restrictions apply.
 
Please note that all swimwear returns must have the original hang tags and hygienic liner in place to be eligible for a return. 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.

RETURNS & CLAIMS FOR FABRIC, TRIM and WALLCOVERINGS:
·        No returns for Fabric, Trimming or Wallcovering will be accepted without a written return authorization from Echo.
·        Return authorization requests must include the invoice number, date of invoice and reason for the return. All requests for return and credit must be made within 30 days of the invoice date.
·        Fabric cannot be returned for credit after it has been cut. Yardage must be inspected for flaws and correctness of pattern, color, quantity and quality.
·        Fabric cannot be returned for credit if it has been processed by the purchaser in any way.
·        No returns or cancellations will be accepted on any custom product or special order items once the order is in production.
·        Since color variations often cannot be avoided from one dye lot to another, we will not issue a credit for dye lot variations. If an exact match is required, please request a reserve and cutting of current stock for approval prior to shipping.
·        Echo cannot be responsible for damages to fabric, carpet or furniture that occurs in transit, storage and delivery. All shipments are F.O.B. Warehouse.
·        Any authorized returns for 1st quality merchandise or any refused shipments are subject to a 25% restocking fee and all freight charges.
·        Merchandise Credits are non-transferrable and may not be redeemed for cash or applied as a payment to any account.  Except as otherwise required by law, merchandise credits expire twelve (12) months from the date on which such credit is first issued.
 
How long does it take to receive my refund?
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. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.
 
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, you can edit any of your saved account information.
 
Can I see a record of my transactions?
As we have moved over to a new platform, only transactions made after August 1st, 2016 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 August 1st, 2016 you can check your order history online in the 'Recent Orders' area of your account. All of the details regarding these purchases will be conveniently stored for you in an organized listing.
 
How do I join the Echo mailing list to stay in the know?
To keep up with all the latest on new product, events, and promotions, join our email list entering your email address into the subscription box in the footer and click subscribe.
 
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. You will still be able to receive Order Invoice and Shipping Update emails pertaining to your order if you opt out of the Newsletter.
 
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. 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 (Chrome, Firefox, Safari, Internet Explorer, etc.)
 
I have a store - how do I carry Echo's product lines?
Apply for a wholesale account through our wholesale portal - https://echoB2B.com/
 
What if I have a question?
We will do our best to answer any questions that you may have. E-mail us at EchoCustomerService@echodesign.com or call us at 1.800.327.3896 (9:00-5:00 Monday-Friday Eastern Standard Time). We aim to respond to e-mails within 1 business day.
 
What if I have a media or press inquiry? 
For marketing and media inquiries please contact Press@echodesign.com

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