FAQs

1. What are your shipping options?

The shipping cost and estimated delivery time will be calculated at checkout based on your location and the weight of the items in your order.

2. How long does shipping take?

The shipping time varies and depends on the seller order processing time, your location to seller and the weight and dimensions of your item(s). The estimated delivery time will be calculated and shown at the checkout so please make sure to check this. 

3. Do you offer international shipping?

No, we only offer shipping within the UK to keep our carbon generation low.

4. Can I change my delivery address once I have placed my order?

Please note once you place an order, your delivery address cannot be revised. We would have to cancel your order and place it again with the amended address.
We cannot amend or cancel your order once it has been packed or shipped, so please, please double-check your details.

5. What is your return policy?

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order or change your mind, you may return it within 14 days of receiving it. Please note that the item must be unused, in its original packaging, and in the same condition as when you received it. Please note that any Made-to-Order or Bespoke items are non-returnable. Please refer to our Returns Policy if you have any queries.

6. How do I initiate a return?

Once the return has been received and its condition has been verified, we will issue a refund to your original payment method.

1. Notify grace@earthlytreasures.co.uk within 14 days of delivery to inform us of your intention to return the article(s) and by sending us your order confirmation with the following details:
   • Your order number
   • The product(s) you would like to return
   • The reason for your return
   • We will respond with the return address(es). Our customer service team will review your request and come back to you with further instructions. If your return is accepted, our team will tell you how to return the item or arrange to collect the item from you. 
2. Package your order securely and send it back to the brand. Please note: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Unless the articles are defective, please note you are responsible for the cost of the return shipment. We really advise using a tracked service to ensure your delivery makes it back to the brand safely and securely, so please retain your proof of postage.
3. Once your return has been safely received and we have been notified by the brand, we’ll credit your original form of payment. Please allow 2-3 weeks for your return to be received and processed and please allow at least 7-10 days for the payment to appear back into your account. Unless a mistake has been made by us or the article is defective, returns are at your cost.

7. Who is responsible for the safe return of my product?

Please note that you, the customer, are responsible for the safe return of product(s) to our brand partners. We are therefore not liable for any products damaged caused by poor packaging upon return to the brand. Earthy Treasures can also not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by the carrier.

8. What if I receive my item(s) damaged?

Though we and our brand partners take the utmost care in checking products and packaging orders before dispatch, accidents do occasionally happen. In the rare occurrence that an order arrives damaged or has a fault, please notify us within 24 hours of delivery.

9. How do I report a damage or faulty product?

1. Email us on grace@earthlytreasures.co.uk within 24 hours with the following:
   • Your order number
   • A detailed description of the damage or fault
   • Photographs of the damaged or faulty product, interior packaging and exterior packaging from a variety of angles *This is important as without evidence we cannot offer a replacement or refund, and are unable to raise a claim with the courier.
2. We will be in touch to confirm if you would like a refund or replacement and arrange this accordingly with our brand partner.
3. Please keep the damaged or faulty product and packaging until we confirm what to do with it. The brand may wish to receive it back, or the courier may ask to inspect it as part of our insurance claim. If the product is irreparable or not in a suitable condition to return (such as broken glass), we will likely ask you to dispose of it.
4. If you choose a refund, you will be refunded as soon as we receive satisfactory evidence of the damage or fault. If you choose a replacement, it will be sent out as soon as possible if the damaged or faulty product is to be disposed of. If the brand would like the damaged or faulty product returned to them, we will arrange to have your replacement sent as soon as they receive it back. *Please note replacements are subject to availability and may result in an additional lead time if made to order.

In the case of an item proven to be damaged, the return and redelivery fees will be covered by us.