Refund policy

We hope that you never need a refund or to return an item but if you do we have a 7 day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags still on (textiles), and in its original packaging. You’ll also need the tracking number to show when it arrived. 

To start a return, you can contact us at earthandfibrestudio@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at earthandfibrestudio@gmail.com.

Lost Items

We are happy to find or replace any item lost in delivery AS LONG AS THERE WAS TRACKING ON IT.  If you purchase without tracking this is a risk you take as we know the postal system is not always as reliable as we hope.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned: custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  Because of the nature of our products: hand made one of a kind items.  Sizes, colours, and shapes may vary slightly from the images on the website (please also consider the colouring of desktop and laptop screens also vary from real life items).  We exchange only on items that arrived damaged (only with tracking) and in the rare event you received the wrong item.

Refunds
Because of the nature of our one of a kind handmade products and the slight variations in colour, size and shapes, we generally only offer refunds for an item that was damaged on delivery or the wrong item was sent out.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.