At Earthly Treasures, we understand the importance of a seamless shopping experience for our customers in the United Kingdom. That's why we have created our Shipping and Returns Policy to reflect this and ensure your satisfaction with every purchase.

Shipping Policy

Order Processing:

• Standard Orders are typically processed and shipped within 3-5 business days (excluding weekends and holidays) after payment confirmation.
• We strive to fulfill orders as quickly as possible, but please allow for processing time, especially during peak seasons or promotional periods.

Shipping Methods:

• We offer standard shipping for all orders (3-5 business days), with delivery times varying depending on the destination.
• Express shipping options may be available for an additional fee and dependant on product. Please contact us for more information on express shipping options and pricing. Please note express shipping is not available for every product.

Shipping Rates:

• Shipping rates are calculated based on the weight, dimensions, and destination of the package.
• Shipping costs will be displayed at checkout before the completion of your order.

Shipping Destinations:

• We currently only ship to addresses within the United Kingdom to keep our carbon footprint down and service the UK market.

Order Tracking:

• Once your order has been shipped, you will receive a shipping confirmation email containing tracking information. You can track the status of your order using the provided tracking number. Please allow 3-5 business days from order placement for us to send you Tracking Information.
• The carrier company will contact you directly in regards to the delivery details via email/text. For larger products, day, date and timeslot is provided, however smaller products are delivered directly on a given date. Please note you will be charged for rescheduling a delivery if you are not in to receive the item.

Delivery Estimates:

• Standard shipping delivery estimates are as follows (delivery only offered within UK):

  Rate Name	Price (£)	Delivery Time
  Furniture and Extra Large Item Delivery	49.99	3-5 business days
  Large Item Delivery	20.00	3-5 business days
  Medium Item Delivery	7.00	3-5 business days
  Standard Small Item Delivery	5.99	3-5 business days

• Please note that delivery times are estimates and may vary depending on factors such as shipping carrier delays, processing, and unforeseen circumstances.

Undeliverable Packages:

• In the event that a package is returned to us as undeliverable due to an incorrect address provided by the customer or failure to collect the package from the designated carrier location, additional shipping charges may apply for reshipment.
• We will contact the customer to confirm the shipping address and arrange for reshipment. Any additional shipping charges incurred will be the responsibility of the customer. The customer agrees and enters into this by purchasing a product from us.

Contact Us:

• If you have any questions or concerns about our shipping policy, please don't hesitate to contact our customer support team at grace@earthlytreasures.co.uk or 0203 6576647. We're here to help!

Returns Policy

Change of Mind Returns

We want you to be completely satisfied with your purchase from Earthly Treasures. You have 14 days from receiving your order to Return your Order. 

If you are unsure if you are still within your returns timeframe window, please contact us and we will be happy to assist you. We will be able to see on our system the precise time when your item has been delivered to aid you.

If you wish to return an item, please fill out our Customer Returns Form here.

Returned items must be in their original condition and unused with all tags attached. Once we receive the returned item and verify and approve its original condition, we will issue a refund to your original payment method within 5-10 business days.

Please note that return shipping costs are the responsibility of the customer, unless the item received was damaged or defective, in which case we will provide a pre-paid label for your convenience. 

Please note we do not issue refunds if the item is deemed to have been damaged by the customer and returned to us for a new one as this then makes the product unsaleable for us.

Damage by the delivery company will be judged fairly and sorted out accordingly. Please allow adequate time for us to process and sort this out with the Delivery company so we may issue you your refund.

Items sent back to us without first requesting a return via our Customer Returns Form will not be accepted. It is the responsibility of the customer to do this.

How to Initiate a Return:

1. To initiate a Return please Click Here to Request a Return and fill out a Returns Form. You must email your Returns Form to grace@earthlytreasures.co.uk.

2. Return Address: You will then be provided the appropriate Return Address by our Customer Services Team.

3. Package Your Item: Once you receive the return address, securely package the item(s) you wish to return, including any accessories or documentation that came with the product.

4. Return Shipping: You are responsible for paying the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. We are not liable for any returns not received due to the Carrier company losing or misplacing your item. We are also not liable for any damage caused by your chosen Carrier company. If you encounter these issues, you are liable for sorting this with your chosen Carrier company. We cannot issue a refund if we have not received your item(s) back into the warehouse.

5. Refund: Once the returned item is received and inspected and assuming the product has not been used/damaged as per the above Returns Policy Criteria we will process your refund. Please wait 5-10 business days for your refund to come through. Please do not contact us before then to enquire if you have not received your refund yet as you will need to wait for the processing days stated. Please remember it can take some time for your bank or credit card company to process the refund too. If you have not received your refund after 15 business days, please do Contact Us and we will be happy to help get this sorted as quickly as possible for you.

Please note: Items sent back to us without first requesting a return or telling us will not be accepted as they need to be linked to your case.

Damaged/Defective/Incorrect Item Received Returns

We sincerely apologise if you receive a Damaged/Defective/Incorrect Item and we always welcome feedback to improve. 

If a product is damaged, defective or you receive the wrong item you MUST tell us within 2 days of receiving your item. You must contact us immediately so that we can evaluate the issue and make it right and you must provide photo and video evidence.

If you tell us after 2 days we cannot accept that this product has arrived damaged/defective and this will be seen as damage by the customer which we will not accept a return for. Sorry, but there are no exceptions. We have strict quality checks on all products before they are sent to ensure that we are not sending faulty products so our service remains to the highest standard for our customers.

By purchasing a product from us, the customer acknowledges this and enters into this agreement.

Please report this via our Customer Returns Form within this timeframe and we will do our best to sort this out as quickly as possible for you. We will provide a pre-paid return label for your convenience.

How to Initiate a Damaged/Defective/Incorrect Item(s) Return:

1. To initiate a Return please Click Here to Request a Return and fill out a Damaged/Defective/Incorrect Item(s) Returns Form within 2 days of receiving your item(s). You must email your Returns Form to grace@earthlytreasures.co.uk. You must provide photo and video evidence.

2. Return Address: You will then be provided the appropriate Return Address by our Customer Services Team.

3. Package Your Item: Once you receive the return address, securely package the item(s) you wish to return, including any accessories or documentation that came with the product.

4. Return Shipping: We will provide a pre-paid return label for your convenience.

5. Refund: Once the returned item is received and inspected and assuming the product has not been used/damaged as per the above Returns Policy Criteria we will process your refund. Please wait 5-10 business days for your refund to come through. Please do not contact us before then to enquire if you have not received your refund yet, as you will need to wait for the processing days stated. Please remember it can take some time for your bank or credit card company to process the refund too. If you have not received your refund after 15 business days, please do Contact Us and we will be happy to help get this sorted as quickly as possible for you.

Please note: Items sent back to us without first requesting a return or telling us will not be accepted as they need to be linked to your case.

 

Bespoke/Made to Order Items Returns

We cannot accept Returns for Order on Bespoke or Made to Order Items as these are made individually for the customer. These include all of our Rugs and Sofas. There are no exceptions. The customer acknowledges this and enters into this agreement when purchasing a product from us.

Exchanges

We do not offer Exchanges. If you are unhappy with your product then the best way to get a different one is to fill out a Customer Returns Form and then reorder the different product that you would like. The customer acknowledges this when purchasing a product from us.

Sale Items and Gift Cards Returns

Unfortunately, we cannot accept returns on sale items or gift cards.

 

For any further questions or assistance regarding our Shipping and Returns Policy, please don't hesitate to contact our friendly customer support team. We are here to help!