Returns and Refund Policy

Returns Policy at a Glance

We hope you love your Earthly Treasures order, but if not, here’s how returns work:

Standard Returns

• You may return most items within 14 days of delivery for a full refund, provided they are in original condition.

• Refunds for standard shipping will be issued but any Premium/express shipping upgrades will not be eligible for refund.

• Returns postage is your responsibility unless the item is defective.

• Refunds are issued once the seller confirms receipt of the returned item and the refund will be processed within 14 days.
  

Exemptions

• Made-to-order, custom, personalised, and perishable items (e.g. rugs, bespoke ceramics, sofas) cannot be returned unless faulty.

• Please check individual product pages for any seller-specific policies before purchasing.

Faulty or Damaged Items

• If your item arrives faulty or damaged, notify us within 30 days. You are entitled to a full refund including shipping costs. 

For brand-specific returns information, please see the Shipping & Returns tab on each product page.

 

HOW DO I RETURN A PRODUCT?

Follow these simple steps:

Please log into your Customer Account to manage your return. Please ensure you upload photos of your item for return.

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 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. We are not liable for any shipments not received back to the brand partner, this will have to be sorted between yourself and your chosen shipment carrier.
3. Once your return has been safely received and we have been notified by the brand, we’ll credit your original form of payment (including gift cards). 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.

WHICH PRODUCTS ARE NOT ELIGIBLE FOR RETURN?

Unfortunately, unless they are faulty we are unable to accept returns on articles that are perishable, bespoke or personalised items, perfumes and toiletries, made-to-order products and any other item that has been used, returned without the original tags and packaging or in an unsaleable condition. Made-to-order products are non-returnable and non-refundable. This means unless the item is proved to be defective, we aren’t able to accept a return or cancellation request as the item you ordered has been especially made for you.

WHAT IF I HAVE OPENED THE PACKAGE?

Customers are allowed to open the packaging and inspect the goods they have received. As long as the item is in its original condition and is still saleable your return will not be refused if you have just inspected the item.

 

REFUNDS TO GIFT CARDS

Refunds will go back to the original payment method. We do not issue any cash refunds.

 

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. Earthly 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. We recommend that you choose a reputable and trustworthy courier for the returns of your unwanted items to the seller.

DAMAGES & FAULTS

 

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?
We and our brand partners take the utmost care in checking products and packaging orders before dispatch. However, if your order arrives damaged or faulty, please let us know straight away so we can put things right.

You are legally entitled to a full refund (including original shipping costs) if your item is faulty or damaged, provided you notify us within 30 days of delivery.

To help us resolve your claim quickly and to allow our partners to raise issues with couriers, we kindly ask that you:

• Notify us within 48 hours of delivery where possible, and

• Provide clear photographs of the damaged/faulty product, interior packaging, and exterior packaging.

This evidence is important because couriers often require it for insurance claims.

 

HOW DO I REPORT A DAMAGED OR FAULTY PRODUCT?
Please email grace@earthlytreasures.co.uk with the following:

• Your order number

• A description of the issue

• Photographs of the product and packaging

Please keep the product and packaging until we confirm next steps. The brand may request it back, or the courier may require inspection. If return is not possible (e.g. broken glass), we will confirm safe disposal instructions.

If you choose a refund, it will be processed as soon as we receive sufficient evidence of the damage or fault (or once the item is returned if required). If you prefer a replacement, this will be arranged subject to availability.

In cases of proven damage or fault, all return and redelivery fees will be covered by us.

 LOST & MISSING ORDERS

WHAT HAPPENS IF MY ORDER ARRIVES INCOMPLETE?

As products are shipped directly by our brand partners, sometimes shipping times may vary and you may receive your order in separate packages if you have ordered from different brand partners. Please refer to your confirmation email for the different tracking details!

WHAT HAPPENS IF MY ORDER IS LOST OR MISSING?

If your order does not arrive within 1 week of dispatch, check the tracking number in the dispatch notification we emailed you. In most cases, your order will have been delivered to an access or collection point due to a failed delivery attempt.

In the rare situation that your order has been marked as delivered but hasn’t arrived or been delivered to a collection point, or there is no update to the tracking since dispatch, please email us on grace@earthlytreasures.co.uk as soon as possible (no later than 14 days after dispatch) so we can open an investigation with the courier.

In the event the courier is unable to locate your order, we will offer to replace or refund your order. Please note we are not able to issue a replacement or refund until we receive an update from the courier as orders are often found and delivered after an investigation is opened.

I URGENTLY NEED HELP WITH SOMETHING NOT COVERED IN THE ABOVE. HOW DO I REACH YOU?

Please reach out to us on grace@earthlytreasures.co.uk and we will, of course, do our absolute best to help you!