Returns and Refund Policy

WHAT IS YOUR RETURNS POLICY?

We really hope you are happy with your Earthly Treasures order, however we know sometimes things don’t work out. If the articles you purchased are not custom made items and are eligible for return & refund, we will gladly refund any items purchased at full retail price and returned within 14 days of delivery, in their original condition. Please ensure you check the individual product page before purchasing your product to check our brand partners returns policy.

Please note made to order products can’t be returned. Please do ensure you check the product descriptions before your purchase as our made-to-order items e.g. rugs, custom ceramics, bespoke sofas- are not eligible for return.

HOW DO I RETURN A PRODUCT?

Follow these simple steps:

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, plants, 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.

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.

DAMAGES & FAULTS

 

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?

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.

HOW DO I REPORT A DAMAGED 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.

 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!