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FREQUENTLY ASKED QUESTIONS
GENERAL
Currently, Eden Ashram is 100% online. The good news is we deliver worldwide and use premium shippers like Royal Mail and UPS to get your items to you quickly and safely.
We also have a growing selection of premium retailers and studios selling our items. If you would like your favourite studio or store to sell our items ask them to get in touch.
ENVIRONMENT, ETHICS & SUSTAINABILITY
Absolutely! At Eden Ashram we do things differently to most ‘mainstream’ or ‘high street’ clothing brands. We fundamentally believe in ‘quality not quantity’ – but we also believe in building a business and a brand that actively gives back to the planet rather than just take from it. This grounding principle is evident within every part of our business, from design & manufacturing to the delivery of products to our customers. For example, we will only ever use eco manufacturers, we pay people fairly for their work, we use sustainable organic and recycled fabrics and we choose to use recycled paper mailing bags to send you your order and will never use single-use poly mailers. We have also now introduced compostable poly-bags that protect our garments. And where there is unavoidable carbon produced (like in the delivery of items to customers) we ensure we offset this completely with accredited carbon offset schemes. Every single employee at Eden Ashram is also credited ‘Climate Positive’ meaning every aspect of their work at Eden Ashram that might contribute carbon is offset completely. Oh, and we also pledge an environmental action with
Through our partner Verdn, and in addition to all the other sustainable actions our business performs, we also attach a further sustainable action to every product we sell. This may be planting a tree, collecting ocean-bound plastic or planting sea coral.
This further reinforces sustainability as a fundamental part of our business model. To give back more than we take and to make the planet a better place for generations to come.
Taking these actions allows us to leave a lasting impression that benefits us all.
As of August 2023 we have planted over 16,000 trees in gold-accredited replanting schemes around the world with our tree planting partners Verdn, Ecologi and onetree planted. Our trees have been planted in the United Kingdom, Denmark, India, Kenya, Mozambique, Uganda and Madagascar. We hope to plant thousands more every single year. And with your help we can.
Yep, we don’t use plastic mailing bags like many brands do. All our mailing bags are made from 100% recycled paper that can be recycled again and again. And from 2023 all-new garments will move from being in a standard protective recycled polybag to a new 100% plastic-free compostable version.
We have that covered and offset too! We have a fancy tool linked to our order platform that calculates the expected carbon emissions for all deliveries and we pay to have that offset completely. This is on top of the fact we also use carriers are eco-friendly in their approach and that offset their carbon emissions anyway, so on many orders, we have offset twice as much carbon as the delivery itself!
Yes!
Again this is a fundamental pillar of the very existence of Eden Ashram. To manufacture and produce PREMIUM, ETHICAL & SUSTAINABLE products is what we do.
All our products are GOTS certified, use organic or recycled premium fabrics with many also PETA vegan approved and are manufactured carbon neutrally. We pay people fairly and would never use far east ‘sweatshops’ or child labour to manufacture our items.
Where we outsource any work we carefully select manufacturing partners around the world who share and uphold our values when it comes to looking after staff, paying a fair wage and protecting our planet.
PRODUCT INFORMATION
All Eden Ashram items are printed/finished in the United Kingdom. The fabrics and base garments used in those items are produced by carefully selected global partners who share our philosophy on eco / environmental manufacturing with factories in India and the USA.
In May 2023, in a bid to become even more eco-friendly and avoid needless waste of our planet’s finite resources, we moved our production to an all-new facility that allows us to complete the final stage of our product manufacture to the time an order is placed. Making items ‘on-demand’ removes the need for pointless heated warehouses and the utilisation of tons of resources to create garments, stocking of thousands of garments only for them to sit waiting for sale on shelves in large lit and heated warehouses. This move dramatically reduces the resources our company uses and minimises waste to (almost) zero.
As we now produce items to order this means an approx 5 working day processing time after an order is placed for us to produce the garments and prepare for dispatch. We feel this is a small price to pay for the huge benefits we all get in return.
Recommended care instructions for all items:
To best look after your Eden Ashram products we only recommend hand washing. Please turn the garment inside out (to protect any print) and wash it by hand with a mild detergent in cool/cold water. Once washed, dry on a flat surface (not on a radiator or dryer). This will ensure the garment stays in shape, stays vibrant, protects any print and lasts you many, many years.
If you have to use a washing machine (we don’t recommend this) then again, please ensure you turn your item inside out and use a delicate cool wash, 30’C or less. Don’t overfill the washing machine and dry flat (not on a radiator or in a dryer).
We only use premium eco-friendly water-based inks on our garments. After printing our garments are then ‘baked’ to set the ink. This can give off a slight odour from the ink and some of this can sometimes be retained when the item is bagged in its protective compostable packaging. This odour is harmless and will disappear completely once removed from the bag and left to air or after the first wash.
All of the garments and products we make are premium products. We use the best fabrics and manufacturing processes to ensure all our goods feel great, perform as they should and arrive to you in perfect condition.
All our clothing products go through a number of quality checks throughout the manufacturing process to ensure there are no defects or issues. It is extremely rare for a defective item to avoid detection!
In the unlikely situation you receive an item that is not 100% perfect then we will of course look to replace this item for you.
However, it is important to follow the correct procedure to claim a replacement. This is detailed below:
1. When you receive your item/s please check them properly and try the item/s on to ensure the product is as it should be.
2. If you notice any issue please take a photo of this and contact our customer service team at info@edenashram.com and explain the problem.
3. Once our team have verified any issue we will arrange the return of the item you have and a replacement will be sent to you.
Note: It is important that this step is done before you wear the item out or wash the garment. Any defect must also be reported to our team within 14 days of the item being delivered to you.
Unfortunately, we are unable to offer replacements or refunds on items where a defect has not been reported immediately and before wearing or washing.
SHIPPING
As of May 2023, ALL Eden Ashram orders are made to order in our new production facility in the U.K. We aim to dispatch all orders within 5 working days of order being placed with us (our current average dispatch time is actually 3 working days) so hardly noticable delay compared with ‘traditional’ e-commerce stores processing time for orders.
In addition to this production time, you will need to factor in delivery which is approx 2-3 working days for U.K packages and 7-10 working for all International destinations.
98% of our orders arrive on or before the scheduled time. On a few occasions, some parcels arrive a little later than expected. Unfortunately, these matters are outside of our control. However, it is extremely rare for any of our packages to be lost or undelivered as all delivery options we offer come with delivery tracking.
Before contacting us please do the following:
- Remember that we make all items to order and advise customers of a 3-4 working day lead time after an order is placed to make your products and prepare them for dispatch.
2. Please check your expected delivery dates for your order and original delivery lead times for the delivery method you selected (you can find details of these on our SHIPPING page) as many of the emails we receive on this matter our customers realise that the package isn’t even due for delivery for a few more days!
3. Please also check the tracking information on your order. You can find a link to this on your dispatch confirmation email we sent to you. If you have not received this please check your spam/junk folder.
4. If your package is showing as ‘Delivered’ but you do not have your item, please check in the first instance if someone else at your property may have accepted it.
5. Failing that, please check with your neighbours and then any ‘safe place’ around your property, like a garage or porch where the item may have been left.
6. If still no package please contact the relevant courier for further information on the delivery using the tracking information we have supplied to you. This is the quickest option.
We ship worldwide. All applicable shipping options and prices linked to items in your cart (weight/size) will be shown during checkout. We do our best to offer all customers an economy and priority delivery service but this may not be available in all destinations or locations.
ORDERS | PAYMENT
After you place your order we have a very small window of opportunity to make changes if you have made an error with an item in your order or perhaps your shipping address.
We will send you an order confirmation email and it is extremely important you check all the information on this as it confirms the details we have been provided. If you notice any errors or issues please contact our support team at info@edenashram.com immediately.
We’ll do our best to help with an amendment but if the order has already been processed or begun production then we will unfortunately be unable to make any amendments.
Eden Ashram will not be held liable for any issues relating to incorrect delivery addresses or errors on items ordered.
We offer all customers 15% off their first order when they sign up to our newsletter. You can find the sign-up form on our homepage at the bottom. We will send you a code that is valid for 14 days from sign-up. You can apply the discount code at checkout.
Please note that most discount codes are only valid for use against full-priced items only (unless stated otherwise). The discount code will automatically apply to all items in your basket that qualify.
We look after our newsletter subscribers so if you like to be the first to hear (and sometime the only people to hear) about deals then we strongly advise you to sign up!
Returns | Exchanges
If for any reason you are not completely satisfied with your purchase, you can return your item(s) within 21 days of purchase. Items must be returned unused & unworn and in the same condition it was sent to you with all tags/labels and packaging attached.
Refunds back to the original payment will be made within 7 days of receiving the goods back in our warehouse.
Please note that it can take up to 10 working days for the refund to show in your bank account depending on the original payment source.
Refunds to Store Credit are processed immediately on receipt of goods back to the warehouse and a gift card is sent via email immediately.
Unfortunately, we do not offer free return shipping currently. The cost of shipping items globally has soared in recent years and it is not financially viable for us to offer this to customers.
We do offer our U.K customers access to a subsidised return shipping service, and this provides you with a fully tracked & insured 48 return shipping label for £3.50 (deducted from final refund amount). In many cases (dependent on location) customers are also able to arrange to have the products collected directly from their door. This charge is waived for those customers requesting a refund via a gift card.
We also ask customers to be mindful of the return process and its carbon impact, and where possible think carefully about all purchases. Feel free to ask our support staff about sizing or fit if you are unsure and we can point you in the right direction so to avoid the situation where you might need to return something because it doesn’t fit. Let’s try and get it right first time!
Wholesale
Yes!
We are delighted to say we that we now offer our amazing, premium, 5-star customer-rated products for wholesale.
If you run a premium retail outlet, a uber-cool studio, or an amazing e-commerce site, and you share our brand values, then we want to hear from you!
To apply to stock Eden Ashram products please visit our wholesale page HERE and complete the wholesale application form.
Thanks!