Orders and Delivery
Contact: support@eksc.co.uk
For order and delivery enquiries, include your order number and the brand you purchased from. We can confirm dispatch status, provide tracking references and investigate delays.
- Order confirmation and dispatch status
- Tracking references and carrier information
- Estimated delivery window for your location
- Investigation of delayed or missing orders
- Assistance with customs-related delays where possible
Standard handling time across all active brands is one to three business days from order confirmation. Delivery windows vary by destination market and are shown at checkout.
Refunds and Returns
Contact: support@eksc.co.uk
Refund and return policies are published on each brand's website. To initiate a return or request a refund, contact support with your order number and reason. Include photographs if the item is damaged or not as described.
Contact support with order number and reason
Send to support@eksc.co.uk. Describe the issue clearly. Attach photos where relevant.
We review and confirm the outcome
Review against applicable policy. Response within one business day in most cases.
Refund or return instructions confirmed in writing
Approved refunds processed to original payment method within 14 days of confirmation or within statutory timescales.
Payment and Billing Questions
Contact: payments@eksc.co.uk
Contact payments@ before opening a dispute. We can identify any EKSC transaction, confirm order details and resolve most payment queries faster than a formal chargeback process.
Our payments team can help with:
- Identifying a charge that appears on your card statement
- Explaining the billing descriptor shown (EKSC LTD or brand name)
- Providing a receipt or transaction confirmation
- Confirming whether an amount charged matches the order
- Initiating a refund where a charging error is identified
See the Billing Descriptor FAQ for further detail on card statement descriptors.
Product Enquiries
Contact: support@eksc.co.uk
For questions about sizing, materials, availability or product suitability, contact support with the product name or URL. For quality issues received after delivery, include a photograph and a clear description of the problem.
Pre-Purchase Enquiries
Contact: support@eksc.co.uk
You do not need to have made a purchase to contact support. Questions about products, delivery terms, payment methods or applicable policies before ordering are welcome. Response within one business day.
Response Times
- Standard support enquiries (support@): one business day
- Refund and return requests (support@): acknowledgement same day; resolution within three business days
- Payment and billing queries (payments@): same day or next business day; prioritised where a dispute may be imminent
- Legal / formal complaints (legal@): acknowledgement within two business days; full response within five business days
- Urgent compliance / underwriting (legal@, state URGENT): same-day response
What to Include in Your Message
To ensure a fast and accurate response, include the following where applicable:
- Your full name and email address used at time of order
- Your order number (found in your order confirmation email)
- The brand you purchased from (Isla London, Ema Bratislava, Atelje Svetlosti)
- A brief description of your enquiry or issue
- Photographs or screenshots if relevant to the issue
- Any previous correspondence relevant to the enquiry