Delivery & Returns



Delivery and Returns

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DELIVERY AND RETURNS

How much is delivery and how long does it take?

UK £6 (2-3 working days)

Europe £14 (4-8 working days)

International (Rest of World) £20 (8-14 working days)

Your order will be sent out via the most suitable carrier, depending on the size and weight.

How is my earth couture purchase sent?

We send all UK orders via Recorded Signed for Delivery so please be aware that a signature will be required on receipt of your order.

How do you calculate the delivery charge?

If for whatever reason you are not present at the time of delivery, a delivery note will be left inviting you to contact the courier directly in order to arrange re-delivery at a convenient time. If you are not in when a second delivery attempt is made, another note will be left asking you to call to arrange a convenient time for delivery. If you are not in when a third attempt is made, the parcel will be returned to the courier's warehouse and you will be contacted. We will refund you for the value of the items ordered but not for the delivery charge

Our delivery times are as follows:
UK – 2-3 working days

Europe within 4 – 8 working days

Rest of the world within 8 – 14 days

If you still haven’t received your package after this time please contact the customer care team at info@earth-couture.com.

Please note we refer to working days and do not including weekends or holidays. Timescales are from time of dispatch and not from the time the order is placed. You will receive an estimated dispatch date on your order confirmation and can track the progress of your delivery by using the tracking code supplied in your account.

Please note the UK Holidays below which will affect delivery times:

New Year's Day

Good Friday

Easter Monday

May Day Bank Holiday (first weekend in May)

Spring Bank Holiday (usually the last weekend in May)

Summer Bank Holiday (usually the last weekend in August)

25th December - Christmas Day

26th December - Boxing Day
We are completely committed to getting your order to you as quickly as possible, but sometimes goods maybe subject to delays which are beyond our control. Please note that the recipient will be responsible for any additional postage charges incurred.

Will I be charged customs and import charges?

We are not responsible for any customs or import duties that may be requested in order for you to receive your package. These are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Please note, we cannot control these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It is useful to contact your local customs office for current charges before you order to get an idea of the costs that may be incurred.

Does Earth Couture deliver from a different delivery address?

Yes, you may pick a different delivery address when you are placing your order. For security reasons, we do not deliver to a PO Box address.

If you work in a huge office building, please be sure that there will be someone available to receive your package and ensure it gets to you as we cannot be held responsible for packages that go missing once they are signed for!

What if my parcel is damaged for some reason?

We take good care when dispatching orders but we recommend that when you receive your order, you carefully check the item(s) received. Any problem with the order should be notified to our Customer Service team info@earth-couture.com

as soon as possible.
You must return any incorrectly delivered or faulty item(s) to us as soon as possible, and at the latest within 30 days of receipt of the item, and we will refund the cost of you doing so.

We will provide a full refund including delivery costs for a faulty or missing item or, where requested by you, we can send a replacement item subject to availability.

RETURNS

Do you offer a refund if the items are not suitable?

If you are not happy with your purchase, simply complete the form contained in your parcel and return the item, along with the completed form, to us within fourteen days of receiving your parcel.

You must return the item(s) in the same condition in which you received them, with their original packaging (including the earth couture packaging and/or hangers). You are asked to take reasonable care with the items.
Any return carried out (other than for faulty items or items delivered incorrectly by us) will be at your own expense.

The item I received is faulty, how do I get a refund / exchange?
We take care when dispatching orders but we recommend that when you receive your order, you carefully check the item(s) received. Any problem with the order should be notified to our Customer Care team at info@earth-couture.com

as soon as possible.
You must return any incorrectly delivered or faulty item(s) to us as soon as possible, and at the latest within 30 days of receipt of the item, and we will refund the cost of you doing so.

We will provide a full refund including delivery costs for a faulty or missing item or, where requested by you, we can send a replacement item subject to availability.

I have received the wrong item, what should I do?

We are so sorry if we have got your order wrong. As soon as you receive your item, please contact customer care at info@earth-couture.com

quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Part of my order is missing, what should I do?

Please kindly first check your delivery note to make sure that there is not a message explaining that one or more of your items will be arriving separately. If this is not the case please email info@earth-couture.com

Please quote your order number, product code and product name as well as what is wrong with your order and we will get back to you. We aim to respond to emails within 48hrs (Monday – Friday).

If the item is out of stock we will let you know and offer a full refund.

For all other questions please refer to the Terms and Conditions page or contact

info@earth-couture.com

I returned an item and it was incorrectly refunded or replaced

Earth Couture has a certain amount of each style so if you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund.

If however you were expecting a refund and received a product in exchange, please contact the customer care team at info@earth-couture.com

who will reply within 48 hours of receiving the email.

I have been refunded the incorrect amount.

We apologize if we have made a mistake with your refund. Please get in touch with our customer care team at info@earth-couture.com

who will try and amend this for you as soon as possible.