Shipping & Return
Shipping Policy
What countries do you ship to?
- European Union: We ship to all EU countries with taxes included in the final price.
- Canary Islands: We ship to the Canary Islands; orders are tax-exempt at the time of purchase. Import taxes and customs duties may apply after delivery, according to local regulations.
- United Kingdom: We ship to the United Kingdom. All orders are shipped DDP (Delivered Duty Paid), meaning all customs duties and import taxes are covered , no additional charges upon arrival.
- Switzerland and Andorra: We also ship to Switzerland and Andorra. Orders are tax-exempt at the time of purchase, and import taxes and customs duties may be applied after delivery by the local customs authorities.
The key change is splitting UK out into its own bullet to clearly communicate the DDP advantage, while Switzerland and Andorra keep the existing disclaimer.
How long will it take to receive my order?
Your order will be carefully prepared and dispatched from our warehouse within 1-2 days. The arrival time may vary depending on the carrier's situation. If you reside in the Iberian Peninsula, the order typically arrives within 1-2 working days after dispatch. For residents of European Union countries other than Spain (peninsular) or Portugal, the order may take up to 5 working days to arrive after dispatch.
If a product is out of stock but appears on the website, how can I know when it will be available again?
You can sign up for our 'back in stock alert' available on the product pages.
Alternatively, please contact us at info@ecofiltroeurope.com, and we will also inform you when the product becomes available again.
What do I do if I have not received my order?
If you have not received your order, please contact us by email at info@ecofiltroeurope.com
Return Policy
What do I do if I receive a wrong product or a product in bad condition?
If you receive the wrong product or a product in poor condition, please contact us using the contact form or by sending an email to info@ecofiltroeurope.com. Upon verification of the product's condition through photos, Ecofiltro Europe will arrange for the return at our expense sending the replaceble part.
What do I do if the product is not what I expected and I want to return it?
If the product is not as expected and you wish to return it, please contact us to explain the reason for the return. You will have 14 days from the date of receipt to send the product back to us. Please note that you will be responsible for the return shipping costs. We will not accept returns of the clay filter unit if the bag in which it is wrapped has been unsealed, or if water has been poured into the filter unit.
Returns due to change of mind, returns without specific cause, or returns for personal reasons incur a cost that covers the shipping fees, which depends on the number of packages, size, and weight of the return. This cost will be deducted from the total refund amount.
Under what conditions do I have to return the product?
The product must be returned in its original packaging and in the same condition as it was received. We cannot accept returns for used, broken, or unpackaged products.
How many days do I have to return my product?
You have a maximum of 14 days from the day you received the product to initiate a return.
Can I return only a part of my order?
Yes, you can return a part of your order as long as the product (or part) you are returning is in its original packaging and in perfect condition.
How do refunds work?
We will process refunds once the items arrive at our warehouse and have passed the quality control check. The transaction refund will be notified via email or text message. Please remember that, for strict health and hygiene reasons, once the filter seal has been opened and/or the filtering unit has been used, it is not possible to accept a return or process a refund. In the case of voluntary or unjustified returns, the shipping costs for the return will be deducted from the total refund.
How long will it take to get the amount back?
Refunds for your order will be processed within 14 days of receipt.
What should I do if the taste of the water is not what I expected?
While we understand that taste preferences can vary, we're unable to accept returns based solely on the subjective taste of the water.