faq

When you click on "My Account" to log in you'll see a 'Forget Password' link. Click the link and enter your email address we will send you an email to reset your password.

Please contact our Customer Service Center at support@ekouaer.com and be prepared to provide them with the error number listed on the error page.

While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if we are out of stock on an item that you have ordered. Any changes will be removed from your order total and will be reflected on your shipping invoice. Items that are backordered will be indicated in your confirmation.

Yes, we have a size guide chart on the product page for your convenience.

We are a specialty company and make limited quantities of our apparel and accessories. Not all items that sell out will be re-stocked. If we are expecting to re-stock the item we will show an "expected shipping date" on the order confirmation.

If you did not receive an email confirmation of your order please contact us at support@ekouaer.com.

For your convenience, Ekouaer.com offers an Order Inquiry feature. Once you have logged in under "My Account", select the Order Inquiry link from the menu and you will be able to review and track delivery on orders you made.

Before the product is shipped or produced, you can contact support@ekouaer.com to cancel or modify your order. 

Your order is in the process of being fulfilled and shipped, but has not yet received a tracking number. Changes to your order cannot be made once your order is In Progress. We will gladly accept your return and provide an exchange or refund in accordance with our Return Policy.

We accept all major credit cards, PayPal, and Ekouaer Coupons.

Your credit card or PayPal account will be authorized for the entire amount of the order at the time of purchase. The card or PayPal account will then be charged when the order is shipped. We will send you an email confirmation of your order once you have completed the order.

The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:

Your BILLING address entered does not exactly match the BILLING address that your card company has on file.

Your card company is declining your transaction because of insufficient funds or another reason from your card company.

Please contact your card company to release any pending holds from Ekouaer  if you received an ERROR response that matches any of the reasons above. Ekouaer has no control of the grace period for releasing authorized funds, particularly debit card funds.

If you have a coupon or a discount code, you can use them during Step One of the Checkout process.

If you received your order and an item is missing (that is not on backorder) please contact Ekouaer Customer Service at support@ekouaer.com for further assistance.

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Before you deliver the returned merchandise, you must contact our Ekouaer customer service team for the return address. You must return all original packaging boxes, manuals/accompanying documents and packaging materials, gifts (if any) and returned goods together.  To complete your return, we will also require a receipt or proof of purchase.

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.