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Shipping & Returns
Delivery Policy
Our aim is to make buying online as convenient as possible, which means offering a wide range of delivery (sometimes called carriage) options for you to choose from.
Delivery charges and methods vary depending on:
- the delivery address of your goods (your region)
- the total weight of your order
Your total charge for delivery, along with all the different delivery options we're able to offer for any particular order, will always be clearly displayed at the checkout.
Once your order has been processed and payment received your goods will be dispatched within 3 working days. Please allow 7 working days for cheques payments to clear.
You will receive emails from us advising you of the status of your order. You may also check the status of your order by logging into your online account or contacting our Customers Services team on 0844 561 7546 between the 9am to 5pm.
Returns PolicyWe hope that you're pleased with your purchase from EarthBox, however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.
Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 7 days with details of the damage by completing the Shipping
& Returns Information Form. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. Where any damaged goods are to be returned to us then please ensure that you read below.
Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then you must notify us as soon as possible by completing the Shipping & Returns Information Form. Goods Or Order Duplicated
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible by completing the Shipping
& Returns Information Form. If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that:
(a) the goods have not been in your possession for more than 7 Working Days after the day on which you received the goods ('Working Day' means all days other than Saturdays, Sundays and public holidays); and
(b) you tell us in writing (preferably by completing the Shipping
& Returns Information Form) that you wish to cancel your order.
You must take reasonable care of the goods whilst they are in your possession. In particular this means that you must:
(a) not open shrink-wrapped or blister pack products or break any manufacturers' seals;
(b) return in good condition all packaging, manuals, materials and other items supplied by us with the goods; and
(c) return the goods to us in a condition which enables us to resell them as new.
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us in writing.
If we collect the goods from you, we may charge you for the cost of collection (and we may if we wish deduct this from your refund).
What you need to do to ensure that goods being returned to us are adequately packaged
- If you're returning something to us it's important that it is packaged correctly so that it does not get damaged during transit.
- We therefore suggest that you package the item in its original packaging (assuming that you have the packaging and it is still intact).
- Where it's not possible to use the original packaging, please ensure that the goods are sufficiently packaged and cushioned to protect against any reasonable shocks, puncturing, scratching or damage that may occur during carriage, handing and/or sorting.
Please note that it is in the interest of all parties to ensure that any faulty goods being returned to us are sufficiently packaged to protect against loss and/or damage during carriage, handling and/or sorting. Therefore, when you intend to return any faulty goods, we strongly recommend that you do so in their original packaging (assuming that the original packaging is not damaged).
Where it is not possible to use the original packaging, then please ensure that the goods to be returned are sufficiently packaged and cushioned to provide protection against any reasonably predictable shocks, puncturing, scratching and/or damage that may occur during carriage, handling and/or sorting.
Where we have agreed to collect the goods from you, then our appointed carrier shall be entitled to inspect the quantity, condition and adequacy of the packaging, but it should be noted that it is your responsibility to ensure that sufficient packaging is used to protect the returned goods as stated.
In the event that EarthBox reasonably considers that the goods are damaged during carriage, handling and/or sorting due to insufficient or improper protective packaging by you, then dabs.com shall not be liable for any loss and/or damage to those good and shall be entitled to reject any goods that do not meet the criteria laid out above. If we have cause to reject any goods, then we shall return those goods to you.
Refunds ProcedureIf your goods were faulty on arrivalWe will have issued an "RMA number" for the goods and asked you to return them to us. We will then refund you, using the same method as you paid for the order, once we receive the faulty goods back to our warehouse. We usually do this within seven days of receipt. If you've returned the goods and allowed time from them to arrive, yet still haven't received a credit, please contact us by, either in writing or by phone or email. Our contact details are on the Contact Us page. We know that some credit/debit card companies take a few days to credit funds to an account - so you need to be aware of this.
If your goods become faulty during useWe will have issued an "RMA number" for the goods and asked you to return them to us. After we've received the goods, we will confirm the fault. When the fault is confirmed we will send you a replacement. This process can take up to six weeks. However the average time is three weeks, often a lot shorter. If you have waited more than six weeks, please contact us by, either in writing or by phone or email. Our contact details are on the Contact Us page.
If you have changed your mind about your purchaseWe will have issued an "RMA number" for the goods and asked you to return them to us. We will refund you within 30 days of you notifying us. If you have not received a refund within 30 days, please contact us by, either in writing or by phone or email. Our contact details are on the Contact Us page.
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