Dispatch timing follows the availability shown for the exact product variant. When everything is already packed and ready, we usually dispatch on the next working day. If a variant still needs to be packed, dispatch may take roughly one extra day.

The period before Christmas is particularly busy. Even with everyone doing their best, preparation can take longer. When timing matters, choose priority dispatch in the cart.

After dispatch, international delivery most often takes 2–6 working days. The exact time depends on the destination country, handover between carriers and the local delivery network.

When the service is available in the cart and you order on a working day before 10:00, we dispatch the order that day. Orders placed after 10:00 are dispatched on the next working day.

Priority dispatch costs €2. The charge keeps the service available for customers who genuinely need faster preparation. Delivery time after dispatch still depends on the destination and carrier.

You can cancel your order at any time. Email [email protected] as soon as possible and include the order number.

If the parcel has already left us, you can return it after delivery within 14 days. The address, delivery method, payment or contents can only be changed before we begin preparing the order.

Yes, as long as we have not started preparing the original order. Place a new order and enter the original order number in the special field during the first checkout step.

The orders will be linked, you will not pay another delivery charge and we will send them together. Once preparation of the first order has started, additional products can no longer be added.

We offer standard home delivery across mainland EU countries. The carrier depends on the destination and the local delivery network. Islands, overseas territories and destinations outside the standard mainland-EU service may require an individual arrangement.

Depending on the order, you can pay by card, Apple Pay, Google Pay, PayPal or bank transfer using a proforma invoice. The final delivery and payment methods are always those shown in the cart, because availability depends on the destination, parcel size, weight and contents.

See the full overview on the Delivery and payment page.

Free delivery is automatically offered for orders over €80, for products marked with the Free delivery label, or when your loyalty or B2B terms include it.

The cart always shows the final option. Large, heavy or otherwise specific parcels may have different delivery conditions.

We send the invoice electronically by email. Registered customers can also find it in the Invoices section of their account.

If it is not in your inbox, check spam and promotions. When you still cannot find it, email us the name and email address used for the order. We will locate the order and send the invoice again.

As soon as the order is dispatched, you receive a dispatch-confirmation email with the tracking number and a direct tracking link.

Registered customers can also see the available information in My orders. On the Order tracking page, enter the number beginning with 207… in the English-language PPL system. PPL usually also shows the local carrier and a link to more detailed local tracking.

Please contact us at [email protected] and include the order number.

We will check the situation with the relevant carrier and let you know what is happening. You do not need to work out which international or local carrier department to contact.

Check any safe place, neighbours, reception, collection point and messages from the local carrier. If the parcel is still missing, contact us as soon as possible with the order number and what you have already checked.

We may ask for a short non-receipt statement. We will then handle the case with the carrier and, depending on the circumstances, arrange a replacement parcel or refund.

Before discarding the outer packaging, photograph the parcel from every side, the shipping label, protective filling and the damaged product. Send us the photographs, order number and a short description of what happened.

Depending on the situation, we will offer a replacement, send the missing quantity, provide a proportionate refund or agree another fair solution. We normally handle the carrier claim ourselves.

First, please check the whole box again, including all packing paper and protective filling. Small pouches, bottles and closures can sometimes become hidden between the packaging materials.

If the item is definitely missing, send us the order number, the exact name of the missing product and the handwritten initials on the delivery note. This helps us speak directly with the colleague who prepared the order and resolve the situation faster.

Ekokoza is an online shop and does not operate a physical retail store or customer collection point for international orders.

Our company and warehouse are based at Naturele s.r.o., Fryčovice 297, 739 45 Fryčovice, Czech Republic. This is where we prepare and dispatch your orders.

Yes. Tell us within 14 days of receiving the order that you wish to return it. You then have another 14 days to send the goods back.

Please contact us before sending anything. We will arrange the return transport at our expense and give you the correct instructions for your country and parcel.

Opening the packaging does not automatically rule out a return. However, the ingredient must not have been used, mixed, contaminated or altered, and no amount beyond what is reasonably needed to inspect it should be missing.

If handling has reduced the product's value, this may affect the refund. For hygiene- or safety-sensitive products, we assess the actual situation and nature of the item.

Email [email protected] or use the Returns and complaints page. Include the order number, what happened, the solution that would help you and, where relevant, photographs, batch number and expiry date.

We do not automatically need the original packaging or a paper invoice. What matters is that we can identify the purchase and assess the situation properly.

We arrange return transport at our expense. Contact us before sending the parcel so we can provide the correct carrier, label and instructions for your country.

Please do not arrange an expensive international return or send a parcel cash on delivery without prior agreement.

When you return the whole order, we also refund the delivery charge you paid with the order.

When only part of the order is returned, the original delivery charge is not refunded because the remaining goods were delivered in the same parcel.

We issue the refund only after the returned goods have reached us and we have checked their condition. We then normally process it within 5 working days.

We usually refund the same payment method used for the order.

We resolve complaints within 14 days once we have all the information and evidence needed. Most cases are completed much sooner.

If we need an additional photograph, batch number or another detail, we will contact you so the solution is not delayed unnecessarily.

Not collecting a parcel does not by itself cancel the order. If you no longer want it, please tell us clearly.

When an uncollected parcel returns to us, we normally offer one courtesy reshipment without another delivery charge after confirming the address. If it happens again, the actual cost of another international shipment must be paid before resending.

Available documentation is published directly with the product. Depending on the ingredient, this may include a technical data sheet, safety data sheet, specification or other supporting documents.

Certificates of analysis are linked to specific batches. After dispatch, you can open the order detail and download the available certificates of analysis for the whole order with one click.

If a document is missing, send us the exact product name or ID and, where relevant, the order number.

A certificate of analysis always corresponds to a specific batch. The easiest option is to open the dispatched order detail, where the available certificates for the whole order can be downloaded with one click.

If the document is not there, send us the order number, exact product name or ID, batch number and expiry date shown on the label. We will locate the correct document.

Not automatically. Most items are ingredients for further making, not finished cosmetic products. Some require dilution, precise dosage, a suitable pH, protective equipment or incorporation into a particular formula phase.

Always follow the product description, recommended dosage, available documentation and a tested formula. Direct use is suitable only when it is expressly stated.

Start with the product description, technical data sheet and our recipes and guides.

Dosage cannot safely be transferred between ingredients simply because their names or functions appear similar. With preservatives, active ingredients, fragrances and emulsifiers, the correct use also depends on pH, temperature, the complete formula and the intended product.

The expiry date is the period for which we guarantee the declared quality and properties of a correctly stored, unopened package. After opening, usable life may become shorter depending on hygiene, storage and the sensitivity of the ingredient.

After the stated date, we can no longer guarantee the same parameters, although an ingredient does not necessarily become unusable overnight. Before use, always check appearance, smell, consistency and any signs of contamination.

Follow the label and documentation. Unless stated otherwise, keep ingredients tightly closed, dry and away from direct light, heat and contamination.

Not always. Natural oils, butters, waxes, extracts and other ingredients may naturally vary in shade, smell or consistency between batches. Some materials solidify, crystallise or form sediment in cooler conditions.

If the change is pronounced, unusual, accompanied by signs of contamination or inconsistent with the product description, do not use the ingredient yet. Send us photographs, the batch number, expiry date and storage details.

Only when food use is expressly stated in the product description and documentation. A substance having the same name as a food ingredient is not enough.

Do not use a cosmetic- or technical-grade ingredient in food, drinks or for internal use without clear confirmation of its intended grade.

Your account keeps order history and status, invoices, saved personal and delivery details, available shipment tracking and a faster checkout in one place.

You can save favourite products and clearly follow your loyalty tier. More practical tools are explained on the Useful Ekokoza features page.

Direct links: My orders, Invoices and personal details.

Yes. Once registered, the system automatically counts orders paid on time during each quarter. Your account shows your current tier and how close you are to keeping it or moving higher.

• Bronze member: quarterly spend of €200–€399, with a 5% price advantage.
• Silver member: quarterly spend of €400–€1,199, with a 10% price advantage.
• Gold member: quarterly spend of €1,200 or more, with a 15% price advantage and complimentary priority dispatch. Gold orders are automatically prepared with priority.

A single order that reaches a higher threshold can move you up once it has been processed. Loyalty and quantity pricing do not stack; the cart always applies the better available price. See the complete rules on the Loyalty programme and B2B pricing page.

Yes. Selected products automatically show better prices for larger pack sizes or quantities. Registered makers and businesses may also receive B2B terms depending on the type of cooperation.

Loyalty, quantity and B2B advantages do not stack. The system applies the best price available for the particular product. Details are on the Loyalty programme and B2B pricing page.

For a larger or regular requirement, email us the exact product names or IDs, expected quantities and likely ordering frequency.

Update details for future orders after signing in under Personal and delivery details.

To change a newly placed order, contact us as soon as possible with its number. Once an invoice has been issued or the parcel is being prepared, not every change may still be possible.

Packaging is clean from production, but before filling we recommend a hygienic process suited to the product, packaging material and intended use. Keep the work surface, tools and hands clean, and leave the prepared container open for as little time as possible.

Cleaning or disinfection does not replace a properly designed formula, an appropriate preservation system and work with clean ingredients.

Glass: depending on its intended use, wash with a suitable product, rinse thoroughly and allow it to dry completely. Use heat only for plain glass that you know can safely withstand the selected temperature.

Plastic, pumps and closures: do not boil them or place them in an oven. Choose a gentle method compatible with the material; any alcohol used must evaporate completely before filling. Always respect the limits of the specific packaging.

Recipes and practical guides are available in the Recipes section. Always check the exact ingredients, percentages, temperature, pH, order of steps and recommended packaging.

When replacing an ingredient, verify compatibility first. A similar name or function does not mean two materials can be substituted at the same percentage.

Tell us as precisely as possible what you want to make, what you are unsure about and the result you expect. Include as much information as you can: ingredients used, amounts or percentages, method, temperatures, pH, packaging type, photographs and a description of what is not working.

We will gladly help as far as we can. The more context you provide, the more specific and useful our answer can be.

Email [email protected] or use the Contact us page.

For an order question, include the order number. For a product question, give the exact product name or ID, pack size and, where relevant, the batch number and photographs. This helps us reach a useful answer faster.