FAQs

General

I can’t get through to the phone number, how can I contact you?

Oops, we must be traveling. You can get in touch with us by:

1. Emailing us at hello@thela.eco,

2. Visiting our Contact page.

 

Do I need to have an account with you?

No, but it makes everything easier. Your account information, addresses and email preferences are in one place and for example, you could process a return much faster. We never pass on or sell any of your account details.

 

I need to update the information to my account, how do I do this?

You can log in to your account and update it. If you still need help, you can always send an email to hello@thela.eco.

 

How do I unsubscribe from your mailing list?

At the bottom of our blog emails, there is always an “Unsubscribe” link. Please click on this to stop receiving our blog posts.

 

Can we feature your products in our store?

If you’re interested in bulk orders, featuring our products in your store or a commercial collaboration, please email us at hello@thela.eco. We would appreciate as much information as possible about your business and ideas. Wholesale pricing and timelines can be made available upon request.

 

Can I choose my own colours and sizes?

If you are interested in certain customisations based on the products you see in our shop, do email us at hello@thela.eco and we would be happy to discuss it. Please bear in mind that costs and timelines will depend on your order.

Payments

What forms of payment do you accept?

We use Stripe for our payment gateway. It is as secure as they come and can process payments from most Debit & Credit Cards.

 

Do I need to have a Stripe account to pay?

Not at all. We use Stripe as our payment gateway but you can pay through it even if you don’t have a an account with them.

 

Can I pay with Paypal?

Sadly, no. At the moment you can only pay by card. 

 

Do you accept international credit cards?

Yes, we accept all Visa, Mastercard, Discover and American Express cards.

 

Do you charge additional taxes on any product?

No. All taxes and VAT are included in the price you see.

 

Is it safe to use my credit card or debit card on your site?

We use SSL in order to encrypt all data, like credit card numbers, and other sensitive information that passes through our website. SSL encryption ensures that all communication between you and the website is confidential.

Additionally, our payment gateway, Stripe is one of the most widely used and secure payment gateways available. You can read more about our Privacy Policy here and visit Stripe’s documentation here.

 

Do you offer gift cards?

Not at the moment, but we plan to in the future. Sorry!

 

During check out the item in my shopping cart disappeared, what was that?

We are sorry if you missed out on something special. If a product is added to your Cart, it will remain there for 30mins. After this it will be available again for everyone and since we make only one of each product, there is a chance that another customer has bought  before you completed your order. If by accident you were charged for this transaction please email us at hello@thela.eco us and we will resolve the issue as soon as possible.

Product Care

Depending on the type and thickness of the plastic bags used, there are differences in their behaviour and cleaning ease. All of them can be cleaned by hand with soapy water and wiped with a simple sponge or cloth. They can be laid flat or hanged to dry. Because they are made mostly of upcycled materials, we would not recommend you to put your products in the washing machine.

If your product has cotton fabric apart from the upcycled plastic, please keep in mind that it might fade with repeated washing as it is naturally dyed.

If you’re in doubt or have any problems with one of our products, drop us a line at hello@thela.eco and we’ll talk you through it.

Shipping

Do you ship worldwide?

No. At the moment we ship within Europe and the UK. 

 

How long does it take to ship?

We will dispatch your order from Athens, Greece as soon as possible and always within 7 working days. It takes up to 7 – 10 days for deliveries in Europe and the UK. 

Please bear with us as our shipping services may not be the speediest.

 

Can I change my shipping address?

We can easily change your shipping address if the parcel has not been dispatched yet. Cross your fingers and email us as soon as possible at hello@thela.eco and we’ll take it from there.

 

Where is my order? Can I track it?

We will send you an email with the shipping confirmation and a tracking number once your order is out of our hands.

 

How do you calculate shipping fees?

The fees are based on the package weight. The rate is a standard rate of the shipping company, we only pass it on. We try our best to reduce packaging and the total shipping cost for you.

 

I haven’t received my order, is it lost?

Did you give us the correct address when ordering? We cannot accept responsibility for any mistakes in the address provided. If however, everything is correct and you still have not received your order, please email us at hello@thela.eco and we will do our best to track your parcel.

Returns and Refunds

Can I cancel my order?

Of course! Just let us know by emailing us at hello@thela.eco within 24 hours and we’ll sort it out.

 

Do you take returns?

If you are not happy with your order, we’ll be happy to issue a refund if you let us know within 5 days and return your items within 30 days of receiving your order. Please make sure the products are in an unused condition and in the original packaging. We don’t have an automated system of returns yet, but you can email us at hello@thela.eco to get the process started.

Please note that you will be responsible for the return shipping costs. For any damaged items due to shipping please let us know us within 5 days of receiving and we will find a solution.

When sending the package back to us, please make sure the merchandise is in its original packaging and place it in a shipping box (the best would be to use the shipping box we sent you your order in). If you do use the used shipping box, be sure to remove or cover any existing labels from the box. Attach the new shipping label to the sealed box. A black marker can also be used to cover any existing bar codes.

 

How long does it take to get a refund?

Once we receive your package, we will inspect it within 72 hours and if everything looks fine your refund will be processed and credited to the original method of payment within 7 days. Please note that it is not up to us when the credit will appear in your Paypal or card account.

We will always keep you updated on the status of your return/refund.