Returns Policy
Please refer to our full Terms & Conditions for definitions and more information.
CANCELLATIONS
If you have changed your mind or have made a mistake and wish to cancel your online order before it has been dispatched, please email customercare@earthaandwolf.com as soon as possible after submitting payment. While we will do our best to accommodate cancellation requests made within 30 minutes, cancellation may not be possible once an order has entered the manufacturing or fulfilment process.
RETURNS
We are confident you will adore your Eartha & Wolf piece. However, should you wish to request an exchange or refund you must do so within the first 14 days of receiving your order by emailing customercare@earthaandwolf.com. Please note that we do not accept returns on Bespoke, Made to Order or Personalised items, unless the item is faulty, damaged, or not as described.
Once your request has been approved, you will have a further 14 days to return the item to us. Returned items must be in their original condition, unused, undamaged, and returned with the original Eartha & Wolf packaging. When returning an order, you are responsible for the cost of return postage and for ensuring the item is securely packaged so it arrives back with us in good condition. We strongly recommend using a tracked and signed-for service and insuring the parcel for the full sale value. You must retain proof of postage. Eartha & Wolf cannot accept responsibility for items that are lost or damaged in transit.
Nothing in these terms affects your statutory rights under UK consumer law, including your rights in relation to faulty or misdescribed goods.
EXCHANGES
Please kindly note that we only accept exchanges on unaltered items from the Vintage and Ready to Wear collections. All other items, including Bespoke, Made to Order and Personalised Goods, are not eligible for exchange.
Once the returned item is received by us and inspected you shall be notified by email if your exchange request has been accepted. If you are exchanging your returned item for a higher value product, the difference in price must be paid before dispatch. Partial refunds for lower priced items will be issued on dispatch. For products that have been purchased using an Eartha & Wolf gift card, please refer to the E-Gift Card terms and conditions.
REFUNDS
Please kindly note that we only offer refunds on unaltered Vintage and unaltered Ready to Wear items and items that are proven to be incorrectly received, damaged or defective. All other items, including Bespoke, Made to Order and Personalised Goods, are non-refundable. Refunds will be processed according to the original method of payment. For bank transfers and credit or debit card refunds, please allow up to 5 working days (Monday to Friday, excluding Bank Holidays) for the funds to clear.
FAULTY ITEMS
If you receive an item that is damaged or not what you ordered, you have 30 days from receiving your item to notify us and request a refund or replacement. Please send images clearly detailing your concern. The item will need to be returned to us for review before we are able to process a refund or replacement. We reserve the right to refuse a return on any items which we do not deem to be faulty.
NO BUY-BACK POLICY
Eartha & Wolf does not operate a product buy-back or resale programme. We are under no obligation to repurchase products from customers at the original purchase price, current market value, or any other amount. This applies to all products, including Bespoke and Made to Order jewellery. Nothing in this clause affects your statutory rights under UK consumer law or any valid rights under our returns policy.
COMPLAINTS AND ALTERNATIVE DISPUTE RESOLUTION
We are proud members of the National Association of Jewellers (NAJ). As an NAJ retailer we abide by the Association's Code of Conduct, based on honesty, integrity and professionalism. As such we are committed to resolving any complaints as quickly and fairly as possible. If you are dissatisfied with our goods or services, please contact us so we can attempt to resolve the issue. If we are unable to reach a resolution, eligible consumer complaints may be referred to NAJ Resolve, the National Association of Jewellers’ independent Alternative Dispute Resolution (ADR) service approved by the Chartered Trading Standards Institute (CTSI). NAJ Resolve provides a fair and impartial process for resolving disputes between consumers and NAJ members. Further details are available at: https://www.naj.co.uk/resolve
