FAQ
Frequently Asked Questions
How much does delivery cost?
At Earthly Companions, we cover the shipping costs for all orders. All of our products are delivered to your door 100% free of charge. There is no minimum order quantity required.
Are you a UK company?
Yes, Earthly Companions is a UK-based company. Although some of our products are manufactured overseas, they are all stored and shipped to you from our central warehouse in Asia. Our head office is registered under Zel B Ltd, located in the UK.
Do you have a showroom or warehouse where I can view the products?
We do not have a physical store or showroom. However, we offer a 30-day return policy if you are not satisfied with your purchase. If you have any questions about a specific product, our customer support team is available to assist you via email at info@earthlycompanions.com.
How long will delivery take?
Orders are processed within 1-2 working days. Delivery times are as follows:
- Delivery within the UK: 8 - 12 working days
- International delivery times vary depending on the destination
You can see the estimated delivery time at checkout.
Do you allow pick-up?
We regret that our warehouse is not accessible to the public, and we do not offer a pick-up option. If you need an item urgently, please contact us, and we will do our best to expedite the delivery.
How can I pay for my order?
You can pay using the following methods:
- Credit Card (Visa, Mastercard, AMEX)
- PayPal
- Klarna (deferred payment)
How long is your warranty period?
All Earthly Companions products come with a 12-month warranty.
I received part of my order, when will the remaining items arrive?
If your order is incomplete, it may have been sent in more than one shipment. Please check your tracking details or contact us at info@earthlycompanions.com for further assistance.
What happens if my delivery is delayed or lost?
We ship all orders with a tracking number. If there are any issues with your delivery, please contact us at info@earthlycompanions.com. We will work with you to resolve the issue. Note that if you selected Authority to Leave (ATL), we are not responsible for replacement costs if the parcel goes missing.
How do I log into my account?
Click on the user icon in the top right corner to access the customer login section. To create an account, click "Sign up" and enter your details.
How do I track my order?
Once your order is confirmed, courier and tracking details will be sent to your email. You can also find tracking information in your account.
What happens if a product I want is out of stock?
If a product is out of stock, it cannot be purchased unless it is on preorder or there is an inventory discrepancy. For preorders, the website will display the estimated delivery time. For inventory errors, our team will contact you.
What is your returns and warranty policy?
Please visit our Return Policy page for detailed information on returns and warranty terms.
How can I return or exchange the item I purchased?
Email us at info@earthlycompanions.com with your order number, and we will provide you with return instructions.
Can I add to or change my existing order?
We may be able to add to or change your order if it has not already been processed or dispatched. Email us at info@earthlycompanions.com to arrange any changes.
How do I cancel my order?
If your order has not been shipped, you can cancel it and receive a full refund. Contact us at info@earthlycompanions.com to request cancellation.
Do you offer Express Delivery?
Currently, we do not offer express delivery options. All deliveries are processed as quickly as possible within the standard delivery timeframe.
I’ve received a coupon code, how do I redeem it?
Enter the code at checkout to apply your discount. If the code does not work, please check the terms and conditions or contact us at info@earthlycompanions.com for support.
Do you ship outside of the UK?
Yes, we do offer international shipping. To request a quotation for shipping to your country, please email us at info@earthlycompanions.com.
What courier do you use?
We use a variety of couriers to provide the most efficient delivery service. The specific courier will be included in your tracking details.
Do you offer auto-delivery options on consumables?
Currently, we do not offer auto-delivery options. Please check our website for any future updates on this service.
How long will my preorder item take to arrive?
The estimated delivery time for preorder items is displayed on the product page. If there are delays, our customer support team will contact you.
What if I have a question not listed above?
Please email your question to info@earthlycompanions.com or call us at +44 7398 817863. Our response time for emails is 1-2 business days.