Track an order on ekosport
How to track my order ?
When will my order be shipped ?
All the orders placed before noon are usually dispatched the same day (except on weekends and bank holidays). If you place your order after noon on Friday, we will dispatch it on the following Monday (not guaranteed in peak season).
If your item is available in one of our shops, there is a preparation delay, in order for us to get your item back to the warehouse and then process your order.
I validated my order but I did not receive a confirmation e-mail ?
Make sure that the e-mail address you created your customer account with is correct. If it is correct, double check you did not receive it in your spams (courriers indésirables).
If you do not receive a confirmation e-mail, your order might not be validated, there might be a payment issue. To double check, please contact the customer support.
How to edit an invoice ?
In your customer account, in the "My orders", section, select the order number you wish and click on "invoice" on the right hand side. You order will be automatically downloaded in PDF.
What is your order’s status ?
In your customer account, in the "My orders"section, in the Status column you can check your order’s status, the different steps are :
- Cancelled : The payment did not go through. Your order is not validated and the status will not change. Please contact our customer support for more information.
- Waiting : One of the item requires a longer preparation time (item in a shop for example).
- New : When you choose the wire-transfer payment for example, your order will be validated and prepared once we will receive your payment.
- In progress : Your order is getting prepared by our logistic department.
- Shipped : Your parcel has been handed over to the carrier you selected.
- Completed : All the steps above are completed, you will receive your parcel anytime soon.
The product warranty
Are the products under warranty ?
All the items have a manufacturer warranty for 2 years. If you encounter troubles with your item, if you always used it as recommended by the manufacturer, you can request a warranty claim through your customer account in the "Return – After-Sales Service" section.
When is my warranty claim accepted ?
The warranty covers the faulty items or the technicality defects not engendered by a normal use, a misuse, an accident nor a carelessness.
What is the warranty claim process ?
In your customer account, in the "My orders"section, then "Return – After-Sales Service":
- Select the regarding order number and the concerned item. Write a comment describing and locating the problem or fault and add pictures showing the item and the fault.
- After an After-Sales Service technician expertized your warranty claim, we will get back to you to explain you how to proceed. If we decide that the product is faulty the warranty is accepted, then there are 4 possible solutions: exchange of the faulty part, replacement of the item, edition of a credit store or refund, according to the problem and what solution the manufacturer can offer you.
Can I buy spare parts on Ekosport website ?
No, we do not sell any spare part. For every single warranty claim, please register a warranty claim through your customer account in the "Return – After-Sales Service" section.