Thank you for shopping at Eilishspices.lk. We strive to give you a great customer experience every time you shop with us. While our goal is for every customer to be satisfied with their purchase from EILISH, we understand that isn’t always the case. In effect, there may be instances where customers will require a refund for genuine reasons.

The below-mentioned Delivery, Return and Refund Policy of EILISH will give you an understanding of how those terms takes place. Therefore, if you are not pleased with your online purchase, please feel free to contact EILISH Hotline: +94 77 580 5751 or mail us to info@eilishspices.com within 24 hours from the received date.

Eilishspices.com Delivery, Returns and Refunds FAQs

DELIVERY POLICY

We normally process orders for dispatch within 48 hours.

In the case of spices where goods may not be available at our warehouse due to seasonality or other reasons, we will inform you of the cost of dispatching subject to your approval.

We reserve the right to charge for re-shipping of orders due to customer error when entering delivery details. If we receive notification of an error within the delivery address with sufficient time before that order is dispatched, we will make every effort to amend the delivery address.

The shipping rates will be shown to you upon checkout. This rates calculated automatically based on the address you enter. If an error appears claiming an item cannot be delivered to your location, either the address has been entered incorrectly or you are outside of our delivery area. Please make sure you have selected the Country, province, city, phone number and email address accurately to ensure a smooth delivery.

We do not ship to P.O. Boxes and A.P.O.s.

RETURN POLICY 

How do I get help with an item that has not arrived?

You will receive an automated message giving you courier dispatch details. If this has not been received after 3 days of making payment please mail us at info@eilishspices.lk. If you did not get your item, you are covered under the EILISH money-back guarantee. We make sure you either receive the item you ordered, or get your money back except the courier charge if insurance has not been paid for it.

 Can I return EILISH Products?

Eilish (Pvt) Ltd attempt to be as accurate as possible. However we do not guarantee that product description, other content of any product content.  You can return EILISH Products if the item is different than the ordered product or is not according to the seller’s specification. We are not able to return the product once opened as it is a food hygiene issue and cannot accept a product return after 14 days from delivery.

Photo/Video evidence will be required to confirm a wrong item. We will inform you of a location in your country to return such a product.

What happens once the returned item is received by EILISH?

Once your return item is received by EILISH or its nominated agent in your country, it will be inspected by us to judge the condition of the returned item. Once we are satisfied, we will send you an email to notify you that we have received your return. Also, we will notify you once your refund is approved and issued.

How am I to inform if I need to return the item?

You have to inform the EILISH hotline on: +94 77 580 5751 within 24 hours from the received date.

REFUND POLICY

In the unlikely event you are not satisfied with the quality of the product, please contact us, by email, within 14 days of receiving the product for a full refund. Postage costs are non-refundable.

We are unable to refund any items that are simply no longer wanted only as we are unable to resell products once they have left our care.

Damages

EILISH is not liable for any products damaged or lost during the shipping process. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods, if possible please take pictures for evidence, this will assist in the claim filing in expediting the process. EILISH will file the claim on your behalf and replace any damaged or lost items upon completion of the investigation. Please allow up to 72 business hours for this to occur beginning the following business day after reporting.

Under what conditions does EILISH not accept Refunds?

EILISH is not required to accept any returned item that, as a result of customer negligence, misuse, or tampering if, damaged, missing parts, or in an unsellable condition. We will also not be able to refund items damaged in transit if insurance for the same has not been paid. We will take all necessary precautions to package your product securely.

How do the Refunds take place at EILISH?

Refunds are issued, to the payment method used at the time of purchase. For example, if you paid by credit card, your refund will be to the credit card.

How will I get refunded if I made a direct bank deposit?

If you made a direct cash deposit, we will get your account details and deposit the refund amount to that account. This is only applicable to transactions made in Sri Lanka.

How will I get refunded if I paid in cash?

If you made a payment by cash, we will get your account details and deposit the refund amount to that account. This is only applicable to transactions made in Sri Lanka.

When will I get my Refunds after claiming?

You will get your refund within 5-7 business days once the investigation is complete, and the refund is confirmed.

What if the refund amount is not showing in my statement?

Please allow 3-7 business days for the refund to appear on your statement (for Sri Lankans longer for overseas transactions via credit/debit card). If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some processing time before your refund is officially posted. If you’ve done all of this and you still have not received the refund yet, please contact us on our Hotline +94 77 580 5751 to assist you further.

I do not want the Product I ordered anymore. What should I do?

Unfortunately, we do not take back delivered products unless there is a genuine reason (as mentioned previously) to return them. “Change of Mind” is not considered a genuine reason.