Terms and Conditions of Sale

Online Purchases with Earth Balance Craft

After Care Guide

Disclaimer & Privacy Policy

Terms of Purchase

  • Online purchases made via Earth Balance Craft are in agreement with the terms and conditions noted here.
  • Please view over the 'copper after-care guide', to familiarise yourself with how to look after your design once received.
  • If you have any difficulty using our online shopping cart and checkout, please contact us for assistance.

Online Craft Purchases - Processing Times

  • All ready made products will be posted out within 2-4 business days from the date payment has been received.
  • All made to order products have a processing time of 2-3 weeks from the date payment has been received. This lead time is the 'work queue' for your handmade item to be made. Once the piece is complete and the varnish is dry, it will be posted out to you.
  • Please see below for the expected shipping times which are in addition to the processing times.

Payment

  • We take your privacy very seriously and so your connection to this site is encrypted, which is denoted by the padlock icon in the top left corner of your browser.  It's a good idea to always check for this when using websites whilst entering personal information.
  • Earth Balance Craft accepts payments via PayPal. To pay via debit or credit card, it is possible to use Paypal as a guest user without a Paypal account.

Paypal Payments

  • If paying by Paypal, please take a moment to double-check that your Paypal shipping address details are up to date. We only ship items out to the address that is stored with Paypal. We are unable to amend an address after a transaction has been processed as per the standard Paypal policy. If you need to amend an address after a transaction has taken place, it is possible to cancel the order and refund you the full cost of the item and shipping, whereby you can update your details and re-order your item.

Your Email Address

  • For customers who use a hotmail or live email address, please add our email info@earthbalance-craft.co.uk to your whitelist in advance of ordering from us. Without adding our email to your whitelist this may cause our automated and manual emails to be sent into your junk folder, or they may not reach you at all. It is only hotmail emails that have this error. Thank you.

Delivery Policy

  • Please read over our delivery policy before you purchase an item.
  • We are based in the UK and will ship products worldwide.
  • Please contact us if you cannot see your delivery location in our online store, we can advise a postage cost.
  • If you are ordering more than two pieces, please contact us first before you place an order so that we can re-calculate the postage for you based on the total weight of the package (orders placed for multiple items without prior contact will not be refunded).

Postage Fees

UK POSTAGE

  • Royal Mail Signed For 2nd Class. Proof of delivery including a signature from the receiver. Not tracked.
  • Delivery estimate: Between 2-6 working days.
  • Royal Mail Special Delivery (larger designs).
  • Delivery estimate: Before 1pm the next working day.
  • You must be present at the address to accept delivery of the package.

EUROPE POSTAGE

  • Royal Mail International Tracked and Signed. Tracked with online confirmation of delivery, including a signature from the receiver.
  • Delivery estimate: Europe can expect an order to arrive within 1-3 weeks.
  • You must be present at the address to accept delivery of the package.

INTERNATIONAL POSTAGE

  • Royal Mail International Tracked. Tracked in the UK and overseas with online confirmation of delivery.
  • Delivery estimate: USA, Canada and rest of the world can expect an order to arrive within 1-6 weeks.

International Shipping Charges / Fees / Taxes

  • We are based in the UK.
  • For countries outside of the UK, please note that additional import fees, post office surcharge fees, customs handling fees, taxes and VAT may be due when exporting products to your country.
  • It is your responsibility as the buyer to pay all additional fees due.
  • Your postal service will notify you of any charges once your package arrives in your country, and they will hold your package until the fees are paid.
  • We do not quote for these extra costs, please contact your local customs office for more information.
  • Further details are available on the Royal Mail website regarding the new 2021 Brexit terms.

Europe Shipping Charges / Fees / Taxes / VAT

  • From 1 July 2021 the rules for sending packages from the UK into Europe have changed.
  • As a webstore, we will be posting packages to Europe as DDU (Delivery Duty Unpaid).
  • When you order online, you will not be charged VAT.
  • When the package arrives at customs in your country, the VAT fee, a customs fee and a handling fee will be payable.
  • It is your responsibility as the buyer to pay all additional fees due.
  • Your postal service will notify you of these charges, and they will hold your package until the fees are paid.
  • We do not quote for these extra costs, please contact your local customs office for more information.

Delayed Post Terms

  • We cannot be held responsible for any delays encountered with the Royal Mail.
  • Our shipping terms advise the expected timings with the Royal Mail for delivery, however these are to be used as a guide only and are not guaranteed.
  • Packages on occasion take much longer than the timings Royal Mail state.
  • We do not offer compensation or refunds based on postal service delays.
  • Please plan in advance when purchasing through our online store.

Lost Post Terms

  • We cannot guarantee the shipping times as this is the responsibility of Royal Mail and can take longer than they advise.
  • UK lost packages are only seen as lost by the Royal Mail once 10 working days have passed after the due date.
  • International lost packages are only seen as lost by the Royal Mail once 20 working days (for items posted to Europe) or 25 working days (for items to the rest of the world) have passed from the due delivery date.
  • We cannot refund or replace a lost package until after these time frames have passed.
  • UK: You must contact us via email within 1 month from the date the item was posted to notify us of a missing package.
  • Europe: You must contact us via email within 2 months from the date the item was posted to notify us of a missing package.
  • International: You must contact us via email within 3 months from the date the item was posted to notify us of a missing package.
  • Outside of these timings, it is too late to offer assistance.

Returned Post Terms

  • If we receive your package back to us as 'delivery refused', 'undelivered' or 'return to sender', you are responsible to cover any P&P costs to resend the item out to you.
  • Any customs / import fees or charges incurred on returned goods sent back to the UK will be deducted from your refund.
  • We can arrange for a refund of the product cost alone on receipt of the returned package (see returns policy below).
  • We do not refund P&P once a package has been sent out to you and returned.

Wrong Address

  • It is the responsibility of the buyer to ensure the correct delivery address is entered at the time of purchase.
  • Please double check before placing an order.
  • Packages will only be sent to the address provided on Paypal.
  • For packages that have been sent to an address that you later advise is incorrect, we take no liability for your error and do not offer refunds or replacements.

Delivered but not Received

  • If tracking information confirms that the package has been delivered to your delivery address but you have not received it, please contact us.
  • We will direct you first of all to check with your neighbours, speak to your postman and contact your local delivery office for more information.
  • The next step if the package is not located is that we will contact Royal Mail to investigate this issue. There is a 30 day lead time for Royal Mail to investigate and respond to any claims.
  • We cannot be held accountable for packages where tracking information states the package has been delivered.

RETURNS/REFUNDS*

We want everyone to be a happy customer, so we aim to be as clear and simple as possible with our returns policy.

1. CONTACT us via email to info@earthbalance-craft.co.uk within 14 days, counting from the day you received the package (text messages, FB messages and phone calls not accepted).
2. POST the item back to us using a tracked or signed for service within 30 days, counting from the day you received the package. The item must be received by us within the 30 days.
3. REFUND will be arranged once the item has been received and inspected (see notes below).

  • Returning Products:
  • Please post the item back in the original condition/packaging.
  • If the item is returned without the original postage packaging, no refund will be given.
  • The returned product must be in the same condition as it was sent out, unused, intact and clean.
  • Any items received that have been used/missing/damaged/discoloured will not be refunded.
  • Returning Craft Kits:
  • When returning our craft kits, the presentation box must be sealed as new (unopened).
  • All presentation packaging must be as new, with all craft materials, tools and supplies included.
  • Opened boxes will not be refunded.
  • The product must be returned in a saleable condition.
  • UK Returns:
  • Please ensure your return package is sent via recorded/signed for delivery.
  • We cannot give refunds when a return package has gone missing in the post.
  • International Returns: 
  • Please post the item back in the original condition/packaging via a tracked service with a clear note on the front of the parcel that the contents are a 'CUSTOMER RETURN'.
  • We cannot give refunds when a return package has gone missing in the post.
  • Any customs charges incurred on returned goods sent back to the UK will be deducted from your refund.
  • Postage Costs:
  • A buyer is responsible for the cost of sending a return back to us.
  • Refund Amount:
  • Once the item has been received and inspected, a refund of the item cost alone will be made.
  • Original postage and packaging costs will not be refunded.
  • Refund Timings:
  • Once received please allow 5 working days for a refund to be made. Thank you.
  • Exempt:
  • We do not accept returns on the basis of metal allergies, all materials will be clearly stated in the description. Please take care to read the full details before purchase.  Please note that some items are exempt from the returns policy, it is not possible to return/refund the following items:
    - Earrings for reasons of hygiene.
    - Personalised pieces.
    - Pieces made with a non-standard size or length.
    - Commission/custom pieces.

* Returns/refunds will not be permitted outside of these terms.


Damaged Post

We aim to be as clear and simple as possible with our policy regarding packages that have been damaged during shipping:

1. CONTACT us via email to info@earthbalance-craft.co.uk as soon as you have received a damaged package.
2. PROVIDE clear photographs of the damaged product, and photographs of the damaged exterior and interior packaging.
3. REPLACEMENT or REFUND will be arranged (see notes below).

  • Do not throw the packaging away.
  • Royal Mail require proof of damage to the product and packaging to process a claim.
  • If no photographs are provided, then no refund./replacement will be issued.
  • We may request the product is returned to us for inspection, see returns policy above.

Damaged / Broken Products

We aim to be as clear and simple as possible with our policy regarding receipt of damaged or broken products:

1. CONTACT us via email info@earthbalance-craft.co.uk as soon as you have received the package (text messages, FB messages and phone calls not accepted).
2. PROVIDE clear photographs of the damaged/broken product.
3. RETURN the product to us for inspection, see returns policy above.
4. REPAIR. On receipt of the package, once inspected the item will be repaired/replaced and will be re-posted out to you. You will also be refunded the postal cost to return the package back to us (proof of posting receipt required).

  • If the packaging has also been damaged please follow the steps above in 'damaged post'.
  • If no photographs are provided or the product is not returned to us, we cannot provide further assistance.
  • Inspection means the damage will be investigated for possible cause. If the damage is deemed to have been caused by the customer through mis-use, no repair or replacement will be provided.

Additional Information

  • Please be aware that our craft, art and jewellery pieces are not water proof and therefore not suitable for any water related activities.
  • All items are unsuitable for children.
  • Please do not pull hard on the pieces as due to the nature of the natural materials used, they will get damaged or broken when not given TLC.
  • All of our pieces are made using natural materials, and are not suited to contact with oil based products, alcohol or solvents.
  • Any copper parts are either solid copper or copper plated.
  • Any jewellery metal alloy is sourced to be nickel and lead free in line with EU regulations.
  • We cannot be held responsible for incorrect bangle/ bracelet/ necklace / pendant sizes provided by you. Please note that re-sizing and alterations may be possible but will incur an extra charge.
  • All of our designs are hand crafted by Nicola.

Colour Variation

  • The colours are represented as naturally as possible in the images, but please be aware of the limitations of digital imagery and colour.
  • Different computer monitors can display the same image in a very different way as everyone's monitor is set up differently i.e. contrast, brightness, saturation.
  • We use a professional screen calibrator.
  • Using a calibrated work flow means whatever is on the monitor will match the printed output, so the screens colour, brightness etc. have all been adjusted.
  • In most home scenarios the brightness is too high and the colours are overly colourful (saturated).
  • Please bear in mind that our nature photography prints, art prints and craft designs may differ in colour when viewing on your home computer than the physical product you receive.