Shipping & Returns
SHIPPING POLICY (See Returns Below)
If you can't collect from the Urban Wellness Hub we can ship your order.
* Please allow up to 2 working days for us to process and dispatch your order. This means UK Orders should be delivered within 2-5 working days after despatch, or earlier.
We use Parcels2Go, the comparison shipping portal shipping in the UK and is now used on all orders and therefore your costs as low as possible.
Packages in excess of 7Kg we use UPS.
We have stopped using Royal Mail due the amount of undelivered claims. It's very sad we have had to do this, but Parcels2Go offers a tracked service for no additional cost. However, Parcels2Go are more expensive to ship a small item that fits inside a Royal Mail packet (like a large envelope) postal box.
Orders over 30KG may use different shipping companies and such orders are handled on a case by case basis. On these types of orders we will quote based on that day rates.
Sorry, but we have no control over the shipping costs.
Highlands and Islands are subject to a remote delivery surcharge. Please see list below for postcodes which are affected:
Aberdeen AB31-AB35 // AB41-AB45
Argyll PH30-PH31 // PH34-PH44 // PH49-PH99
Northern Highlands AB36-AB38 // AB55-AB56
Northern Highlands HS1-HS9
Northern Highlands IV
Northern Highlands KW0-KW14
Northern Highlands PH19-PH29 // PH32-PH33 // PH45-PH48
Orkney Shetland KW15-KW17
Orkney Shetland ZE
Channels Islands- Please contact before your purchase for total item price including remote delivery surcharge
PLEASE SELECT HIGHLANDS & ISLANDS AND NI FROM THE DROP DOWN SHIPPING MENU AT CHECKOUT
Our shipping rates and time it will take for your order to reach you, depend on your location. Below are the appx delivery times:
Country/Region (Time to Arrive):
Standard Shipping UK Mainland 3 - 5 Working Days*
Expedited Shipping UK Mainland 1 - 2 Working Days*
Standard Shipping UK and Channel Islands 3 - 6 Working Days*
WE CAN NO LONGER SHIP TO EUROPE
BFPO/PO BOX ADDRESSES
We cannot ship to a PO Box address via courier within the UK
Please contact us before placing an order to a BFPO address that is a courier delivery as prices will vary.
Returns & Exchange Policy
BUY WITH 100% CONFIDENCE. ALL OUR ITEMS ARE GUARANTEED 100% GENUINE.
Purchases comes with a full money back guarantee in the form of a store credit note.
If you are at all unhappy with the item you've purchased, then simply return it within 30 days of reciept, for a full refund of your original product purchase price (excludes postage - buyer pays return postage).
We will issue you with a credit note to the full value of your product cost.
FAULTY OR DAMAGED IN TRANSIT
Sadly, no matter how well items are protected and packaged, extremely rough handling by a courier or driver will result in damage occurring. Please notify us by email within 7 days of reciept of any damage to the item/s.
The team will advise you how to proceed and return the item.
If the team advise you to return a faulty or damaged product to us, and upon receipt of the parcel at The Earthstore, product costs will be fully refunded, including the original and return postage costs (where applicable). Please note when making a return in this instance, we will refund your return costs up to a standard parcel Royal Mail first class rate. This is only as long as the fault is not due to misuse, use against the manufacturer's recommendations or reasonable wear and tear
DON'T LIKE WHAT YOU PURCHASED?
We understand that sometimes the pictures shown (all untouched) is not the same as the look and feel of the real thing. So we offer a simple and straightforward, exchange for another item of the same or similar value.
We aren't Amazon, so we can't pay for return postage of your item, this is down to the buyer to return the item and pay for the return postage, shipping the item back in the original package (if possible), or making sure the item is well protected for it's journey back to us. We can't be held liable for lost or missing returned items.
Please make sure you notify us within 30 days* of reciept of the item that you intend to return the item.
Upon recieving the item, we will issue you with a credit note to the full value of your purchase (excludes return postage charges)
* we use the tracking information from Parcels2Go to know when the item was delivered to you. If Royal Mail, we use their standard delivery times to calculate this for us.
In all instances, please return products with appropriate packaging (the original, undamaged packaging is best) along with the delivery note, letting us know why you are returning the item. We would advise that you get proof of postage just in case your parcel goes astray.
doTERRA Essential Oils
We are unable to take oils back once the cap has been opened and the seal broken.
MADE BY ZEN DIFFUSERS RETURN POLICY
If the seal has been broken on the diffuser box, we are unable to take this back. This is in accordance with online and distance ``shopping guidelines covering these types of items.
If you diffuser is under warranty, please email us and we will submit a claim to Made By Zen on your behalf. Warranty is 12 months from the date of sale to you.
Please provide us with the sale date and a photograph of the serial number plate at the base of the unit. Please also give us clear undersatanding of what has happened to the diffuser e.g. misting but no lights, lights come on intermittently, lights on but no misting or misting stops after a minute or two.
In some cases, the unit dow not need to be returned to us provided a clear explaination is given with your claim. The final decision to replace the unit rests with Made By Zen.