Frequently Asked Questions
Below are questions that we hope shall help you with any problems that you may have. If you do not find the answer you are looking for here please contact us at excentree@excentree.com
Shopping at Excentree
My Account/Signing Up
Excentree Garments
Discounts
Delivery
My order
Contact Excentree
Excentree’s Philosophies and Policies
Technical Support
Shopping at Excentree
Browsing at Excentree couldn’t be simpler. Browse through the range of garments in our store by clicking your desired gender, colour, or style. If you would like, to share your choosen garment with a friend before purchasing, then click on email this to a friend, follow the simple on screen instructions. Also get the inside line by reading other customers reviews, by clicking on customer reviews. “All the fun of high street shopping within the comfort of your home or office.”
How do I checkout at Excentree?info@excentree.comClick on the ‘Add to Shopping Rail’ icon to add your chossen garment to your shopping rail. To purchase the garments on your shopping rail either click checkout from inside your shopping rail or checkout directly from any page using the icon ‘checkout’ located on the top bar of tabs. If you already have an account with Excentree simply log in, if not simply fill out the information and create an account in under a minute. Follow the on screen instructions and checkout using either Paypal checkout. The safest way to pay.
Alternatively checkout directly from the so shopping rail page, however doing so will result in discounts not being correctly applied.
The Excentree electronic catalogue is available online. At Excentree we are working towards improving our environment and looking after our world. Therefore we offer an electronic catalogue only. If you would like the Excentree electronic catalogue offline, please try when possible to print on recycled paper the products you want to share.
How do I keep up to date on current and future Excentree releases?When you sign up for an Excentree account you are given the opportuinity to choose to receive the Excentree Genertaion Newsletter, by checking the appropriate box on the form. If you are not ready to sign up for an account just yet, but would like to receive the Excentree Generation newsletter, please enter your email address at our hompage and click ‘sign up.’
My Account/Sign Up
Great, you would like to be a member of the Excentree Generation, WELCOME! To sign up, simply click on ‘My Account’ or ‘Sign in’ tabs from the homepage, or ‘My Account’ from any page. Alternatively you may sign up at checkout once you have selected your purchases.
In order to purchase from Excentree we need some details to process your order more efficiently. However it is not a requirement to have an Excentree account. If you like, you can checkout directly from the shopping rail page using Paypal Express; however discounts can not be applied for such orders. Excentree stores all your information securely and keeps it private. Choose to either sign up for an account at checkout or before you begin browsing by clicking ‘Sign up’ on the homepage.
Excentree asks for your full name, delivery address, email address, date of birth and contact telephone number in case we need to get hold of you about your order. Excentree does not hold any payment information, your payments are taken care of through Paypal, the safest way to pay online.
Why does Excentree ask for my date of birth?When tailoring our products and offers we wish only to send you mail that we believe you will be interested in. By screening by age we hope not to block your email box.
Yes, of course. We pride ourselves on ensuring that your details are kept safely.
When you sign up you have the option to say if you would like to receive Excentree newsletters. Make sure the box is checked to say you would like to receive Excentree newsletters.
When you sign up you have the option to say if you would like to receive Excentree newsletters. If you would not like to, please leave the box unchecked. It is simple to change your preferences at anytime by logging into your account.
Excentree Garments
Of course it is so important that the Excentree garments that you purchase fit their wearer perfectly. Check out the size guide link within the Men’s and Women’s page.
If you desire more information about an Excentree product than you can find in the store then please contact us at with your questions and we will help as we can. james.mcaloon@excentree.com
Excentree garments are all limited editions. We are so sorry that an item is sold out and unavailable to you. However, on the bright side, if an item is sold out then the Excentree generation has not produced wasted clothing! The best options you have are to find another garment which is available or wait for the next Excentree line to be launched where we assure you that you will find something that you equally adore; COMING SOON!
Our size guide can be viewed by clicking the link available from the Women`s and Men`s pages. Our size guide is based upon the garments we produce. The sizes we use are relevant to regular UK sizing but do check our size guide first as sizes may vary slightly dependant on where you have bought from before.
Discounts
Excentree discount codes are offered to new members and periodically throughout the year when we have something exciting we would like to share with you. To redeem any discount you must create an account and log in. Please use the store checkout process and do not checkout directly from the shopping rail page. Discounts can only be applied by using the store checkout process. At the end of which you can still use Paypal to manage your payment.
Discount codes shall me emailed to all new members and to existing members throughout the year, please make sure to keep your preference for newsletters checked if you wish to receive discount codes or special promotion news. Make sure Excentree is known to your email account provider as a safe contact and not spam.
Simply enter your discount code in the labelled box on the payment information page and follow the onscreen instructions.
If you forget to enter your discount code please contact us through email and we shall to try to find a solution. Alternatively hang onto the code an use it on your next Excentree purchase.
Your discount code will be reflected in your refund of the garment. Excentree cannot reissue your discount code after a refund, unless of course it is a multi-use discount offer.
Delivery
Excentree uses standard delivery procedures for shipping across our range. We do ask for your consideration is postage and we believe most packages will arrive within 7 days and for international orders 7 to 14 days.
Import Tax is the sole responsibility of you the purchaser. Excentree can offer advice on import and customs if you contact us at Excentree@excentree.com
Excentree will email you as soon as your order has been shipped. Please if you have not received your package within the expected time frame, contact us by email and we will help.
Orders that you have made can be tracked by using your account on the Excentree website.
Yes we can deliver overseas. We use standard delivery across our product range so please be patient. We will notify you of any potential delays, however your goods should arrive within 14 days.
BFPO - Excentree can deliver to BFPO addresses. BFPO addresses must be in the UK where the Royal Mail Post Office will then deliver to. Once your parcel has been delivered at your BFPO address, it is the British Forces responsibility to deliver the package to the correct location.
PO Boxes – Unfortunately Excentree does not deliver to PO Boxes for security reasons.
If you wish your package to be delivered on a specific date, Excentree can try to accomadate however we are reliant on the standard delivery process at this time.
Excentree deliveries within the UK will be received with your regular mail delivery or package delivery. This differs across the country, please ask your post man when he usually delivers packages and this should give you a good idea of the delivery time.
No you do not have to be at your home to sign for your package.
Currently all Excentree packages are sent standard mail. 7 Days domestic and 7 - 14 days International.
Excentree accounts allow up to 5 delivery addresses to be stored at any one time. We can deliver to any of the 5 delivery addresses that you decide to choose. Excentree does not process your payment information. We use the people you trust paypal.
If you are not at home the delivery will attempt to be made by the regular post office representative. If it is not possible it will be returned to the local post distribution where you will be asked to collect it.
Currently all Excentree packages are sent standard mail. 7 Days domestic and 7 - 14 days International.
My Order
Yes of course, we want you to feel comfortable in your Excentree product. You may return the product to us if you are anything less than delighted with your product, explaining why you are returning it, and then we will exchange the product as requested or except the returned product. However, we do have one request; the returned garment must be in saleable condition and its original packaging to save our environment. Refunds will be credited to your original method of payment minus the postage and packaging fees. You are responsible for the return postage fees.
Excentree apologises if this has happened to you, it is a rare happening. Please email excentree at returns@excentree.com with the following details:
·Your order number
·The problem that has occurred with your order
·Product code/name
·The solution that you wish for
Occasionally mistakes do occur and Excentree apologises for these mistakes in advance. If there is a mistake with your order then please contact Excentree by email at james.mcaloon@excentree.com explaining the mistake and we will do our best to resolve this as soon as possible. Excentree will respond to your email within 1 day.
Dependent on the status of your order of course. As soon as you would like to change your order, email Excentree with your name, order reference number and explanation of how you would like to change your order and we will try our best to change your order. Once your order has been dispatched then it is not possible to change your order, in this fashion. If you return the garment we will change it as in the returns process.
If you are not entirely happy with your purchase decision from Excentree then you may cancel your order until the garment has been dispatched. After the garment has been dispatched then it will become a return.
As soon as Excentree receives your parcel we will email you to let you know. If you receive a tracking number when you send your parcel then please let us know the tracking details.
Once we have received your garment to be replaced, we will send you your new garment within 2 working days. We will email you to let you know that we have received the garment and then again to let you know we have sent out your replacement garment. Please email Excentree with any queries you may have at returns@excentree.com
We will process your refund within 2 working days of receiving the returned garment. Once we have processed the refund then dependent on Paypal, your refund should be back into your account within 5 to 10 days.
Contact Excentree
Yes of course, and this is the best, most efficient method of contact. Our email address is info@excentree.com Please send any further questions which are not covered on this website to this email address.
Yes of course, the Excentree generation is always happy to hear their members. Contacting hours are Monday to Friday 8am until 4pm. Please call us 0n +44 (0) 20-3286-3923. If we do not answer please leave a message and we will get back to you as soon as we can.
However, we will also answer your queries via email and we aim to respond to all emails within 1 day of receipt of your email. We do believe that email is the best, efficient method of getting in touch with others.
Yes of course, the Excentree’s correspondence address is:
12 Rodborough Road
Dorridge
Solihull
West Midlands
B93 8ED
UK
At Excentree we are always striving to improve and develop our service. Please let us know any suggestions, thoughts or comments that you have about Excentree Fashion Collections the website (our online store).
Excentree’s Philosophies and Policies
You may have heard that Excentree has an environmental policy which is striving to improve our environment and develop our knowledge of how to help out environment.
The Excentree generation believes that recycling the materials that enter into our hands is a single yet positive and valuable action that we all can take to help and of course, improve our environment. Further details about our environmental policies including, our 1 GARMENT = 1 TREE policy can be found throughout our website.
In all seriousness we guarantee that our products are of a high quality made from certified organic cotton and that if you plant your tree you will benefit from a reduced carbon footprint. We hope that you plant your seeded paper hang tag and it grows something nice for you to look at or eat, and we know that all this is added value at no extra cost.
Excentree Fashion Collections is not currently governed by any specific code of practice.
We do however aim to be sector leaders in customer service, quality, sourcing, privacy and security.
Excentree does however govern our own standards and we commit to:-
- certified organic cotton,
- striving to be 100% environmentally friendly,
- striving to be 100% ethically responsible
- being 100% their for our customers.
Excentree is an internet based fashion business, so we do not have any shops. However, remember shopping online for our brand takes the stress and turmoil of all in the comfort of your home without you having to trek around the shops and become tired!
Excentree treats your personal information with as high a regard as if it was our own. We know how important personal information is and we keep it private. We shall not share your private information with anyone. Any offers that you receive from our partners shall me sent through us.
Technical Support
If you have forgotten your Excentree password then simply enter your email address into the login username box, then click on the ‘Forgotten password’ tab. Once you have done this you a new password will be sent instantly to your email address which you entered into the login username box.
Your Excentree username is the email address which you entered when you first registered with the Excentree website.
If you are still experiencing difficulties please email james.mcaloon@excentree.com.
Please email us at contact@excentree.com with your registered email address with us at Excentree explaining that you have not been receiving the Excentree newsletters. We will then make sure that you are on Excentree’s mailing list.
Please email Excentree at contact@excentree.com explaining your technical difficulties which you are having when using the Excentree website. We will try to help you as best as we can.
