Returns


We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition (tags and/or seals intact) and initiated within 30 days of purchase you may return it for a refund.

Returns are not free and you will need to arranged your own postage. You may return your item to us using your preferred delivery service, however we cannot be held accountable for any lost returns. We recommend using a signed for service and retaining your proof of purchase. 

Returns are subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights. 

All returns must be initiated by emailing us at help@equalearth.co.uk Here we will provide you with the instructions on how to return your order. We aim to respond to your request within 24hours Mon-Fri 9-5. Please be sure to include your purchase details so your return is identifiable. 

If you return an item requesting a refund, we'll provide you a full refund by way of the original payment method once your return has been received. We aim to refund you within 7 days of receiving the returned item. Please allow us this time before chasing a refund.

When purchasing a product we please ask that you double check against all measurements and are happy with the purchase before completion. 

We are happy to exchange items within 30 days as long as the item is in perfect condition. 

Original Condition

To be acceptable for return, items should be unused, unopened and have any original seals intact. All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.

Cosmetics: For hygiene reasons we do not accept the return of opened cosmetic products. Certain items can’t be returned for refunds including:

  • Face & Body products if opened, used or protective seal is not intact
  • Consumable goods if opened

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags, leaflets and additional goods.

Faulty Goods

All products are carefully checked before they are packaged. However, if there are any problems with you order, contact us immediately via email. We allow 7 days after delivery to exchange a faulty item - sales@equalearth.co.uk  
 
Returning Panama Hats
If you wish to return a panama hat, we ask you take care to send the parcel back as we will not accept damaged returns. We recommend sending the panama hat back with the original packaging, as well as making sure the protective card around the hat to ensure it will not be flattened.
Please see our example below of how to pack the hat.
If you had any additional items with your hat (such as a travel tube, cork or leaflet) please do NOT ship them back to us with the hat (unless you are requesting a full refund). Failure to return a complete order may result in a partial refund so please take care when packing your return.
We please ask that you enclose a note inside the parcel with your user ID, name, date of purchase, address and reason for returning.
Failing to do so may slow up the return process.
 
If you have any questions about our return policy, please contact us at sales@equalearth.co.uk where we will be happy to help.



Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity or suspect an order has been returned not in line with our rules, we may contact you about this.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.


Want to exchange an item?

We are more than happy to help you with an exchange if you are still within your returns period. Please drop us an email at help@equalearth.co.uk and we'll be happy to assist you. 

I am out of my 30 days return period. What happens now?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.