Delivery & Returns
Everything about how your order reaches you, and what happens if it is not right. If anything here is unclear, email contact@ecomstoke.com and ask.
Delivery
| Destination | Cost | Arrives |
|---|---|---|
| UK standard | £2.99 | 5–7 working days |
| UK, orders over £50 | Free | 5–7 working days |
| European Union | £4.99 | Longer — see below |
| Rest of world | £6.99 | Longer — see below |
Working days are Monday to Friday, excluding UK bank holidays. The clock starts when your order is dispatched, not when you place it. You will get an email when your order is confirmed and another when it is on its way.
Orders outside the UK take longer than the UK window above, and any import duty, tax or handling charge is payable by you on arrival. If you would rather not risk that, order from within the UK.
Our 60-day money-back guarantee
Training pants only work if your child actually wears them, so our guarantee covers pants that have been worn and washed. If they have not worked for your family within 60 days of delivery, email us and we will refund you.
- Email contact@ecomstoke.com within 60 days of delivery, with your order number.
- For the packs your child has actually used, we will normally refund without asking you to send them back — for hygiene reasons there is no sense in posting used training pants across the country. We may ask for a photo.
- One guarantee claim per customer, on your first order.
Multi-packs and bundle orders
If your order contained more than one pack — a Buy 2 Get 2 Free bundle, for example — the same applies to the pack your child has tried. Any unopened or unused packs must be returned before we refund those, and you pay the return postage. Email us and we will give you the return address.
This guarantee is in addition to your legal rights, and does not replace them.
Returning unused items
If you have simply changed your mind and the pants are unused and unwashed, you have 14 days from delivery to tell us you are cancelling, and a further 14 days to send them back.
- Email us first so we can give you the return address. Please do not send anything to our registered office.
- You pay the return postage on change-of-mind returns. We recommend a tracked service — until it reaches us it is your responsibility.
- We refund the item price plus the standard outbound delivery you paid.
If something is faulty, damaged or wrong
Then it is on us, not you. Email us with a photo and we will replace it or refund you in full, including return postage. This applies for up to 30 days for a full refund, and for up to six months for a repair or replacement, under the Consumer Rights Act 2015.
Refunds
Refunds go back to the original payment method within five working days of us approving them. Your bank may take a few days more to show it.
Cancelling before dispatch
Email us as soon as you can and we will stop the order if it has not already gone out. Once it has been dispatched, treat it as a return.
Sprig & Scout is a trading name of ECOMSTOKE LTD, registered in England and Wales, company number 17384805. Registered office: 5th Floor, 167–169 Great Portland Street, London W1W 5PF. The registered office is not a returns address — please email us before sending anything back.