Returns, Refunds & Cancellations
Changing your mind
I hope you love your Earth Root Studio purchase. However, when buying most items online, UK consumers have the right to change their mind.
You may notify me that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days to return the item.
To request a return, please contact earthrootstudio@gmail.com before sending the item back. Please include your name and order number so I can identify your purchase.
Items should be returned in their original condition and packaged carefully to protect them during transit.
Return postage
If you are returning an item because you have changed your mind, you are responsible for the cost of returning it to Earth Root Studio. I recommend using an appropriate tracked service and retaining proof of postage until your refund has been completed.
If an item is faulty, damaged or not as described, please contact me before returning it. Where Earth Root Studio is responsible for the return, reasonable return postage costs will be covered or appropriate return arrangements will be made.
Refunds
Once a returned item has been received, I will process your refund within 14 days. Refunds will be made using the original payment method.
For eligible change-of-mind cancellations, the refund will include the price paid for the item and the cost of the standard delivery option offered at the time of purchase. If you chose a more expensive delivery service, the additional delivery cost is not refundable.
A deduction may be made if an item has been handled beyond what would reasonably be necessary to examine it and this has reduced its value.
Items that cannot be returned for a change of mind
The right to cancel does not apply to certain items where an exemption under UK consumer law applies. This may include:
items made to your individual specifications or clearly personalised for you;
sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken; and
any other items specifically exempt from the statutory right to cancel.
Where an item is excluded from change-of-mind returns, this will be made clear in the product information where appropriate.
These exclusions do not affect your rights if an item is faulty, damaged or not as described.
Faulty, damaged or incorrectly supplied items
Your statutory rights are not affected by this returns policy.
If an item arrives faulty, damaged, not as described or you receive the wrong item, please contact Earth Root Studio as soon as possible at earthrootstudio@gmail.com, including your order number and photographs where appropriate.
I will work with you to resolve the problem and, depending on the circumstances and your legal rights, this may include a repair, replacement, price reduction or refund. Where an item needs to be returned because it is faulty, damaged, not as described or incorrectly supplied, Earth Root Studio will cover reasonable return costs or arrange an appropriate method of return.
Cancelling before dispatch
If you wish to cancel an order before it has been dispatched, please contact me as soon as possible at earthrootstudio@gmail.com. If the order has not yet been sent, I will do my best to cancel it and arrange the appropriate refund.
If your order has already been dispatched, the normal cancellation and returns process above will apply.
Contact
If you have any questions about a return, refund or cancellation, please contact:
Earth Root Studio
Shelly Cook
earthrootstudio@gmail.com