Refund policy

We want you to love what you buy from Down to Earth. If something isn't right, here's how returns work.

Online orders

If you change your mind, you can cancel your order within 14 days of the day you receive it, for any reason — including sale items. Just let us know at sales@downtoearthlancaster.co.uk or through your account, then send the item back within 14 days of telling us.

Please post returns to: Down to Earth, 12/14 Sir Simon's Arcade, Lancaster, LA1 1JL. The cost of returning an item you've changed your mind about is yours, so we recommend a tracked service. Alternatively, bring it into the shop and we'll sort it out there and then.

Once we receive the item (or proof you've posted it), we'll refund you within 14 days to your original payment method, including the standard delivery charge you paid. If you chose Express, we'll refund the cost of Standard delivery rather than the Express amount.

Please look after items while deciding. You're welcome to inspect them as you would in a shop, but if something comes back worn, damaged or with signs of use, we may reduce the refund to reflect that.

Exchanges

For online orders, the quickest way to get a different item is to return the original for a refund and place a new order. In the shop, we're happy to exchange directly.

In-store purchases

You can exchange items or receive a credit note within 30 days of purchase, including sale items. Please bring your receipt, with the item unworn and in its original condition.

Faulty, damaged or wrong items

Please check your order when it arrives and contact us straight away if anything is faulty, damaged or not what you ordered. We'll cover the return postage and offer a repair, replacement or refund. This doesn't affect your statutory rights under the Consumer Rights Act 2015.

Items we can't accept back

Gift cards, and personalised or made-to-order items (unless faulty), cannot be returned.

Questions

Email us at sales@downtoearthlancaster.co.uk, call 01524 36485, or pop into the shop.