Refund policy
Although we are committed to ensuring the products you purchase from us are picked and packed with the utmost care, there may be times when there is a need for a refund or a replacement.
The following information explains our returns and replacement policy, however, if you need any further advice please send your question in an email to customerservice@eartoear.net
An item(s) has arrived damaged
In the unfortunate event that an item has arrived damaged, you must contact us within four weeks from the dispatch date via our email: customerservice@eartoear.net
Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps. Please do not return any item(s) to us until we have provided you with instructions. We will send out a replacement and cover the delivery cost or provide a refund.
An incorrect item has been received
In the unfortunate event that an incorrect item has been received, you must contact us within four weeks from the dispatch date via our email: customerservice@eartoear.net
Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps. Please do not return any item(s) to us until we have provided you with instructions.
You have not received your order
If you have not received your order please contact our Customer Care Department via our email customerservice@eartoear.net
You do not need to place another order. Once your claim has been confirmed a replacement order will be sent within 3 working days. We will cover the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.
Please allow the following time scales before reporting a missing order:
| Location | Standard Delivery | Tracked Delivery |
|---|---|---|
| UK | 10 Working Days | 3 Working Days |
| Highlands & Islands | 12 Working Days | 5 Working Days |
| Europe A | Click here for further details | Click here for further details |
| Europe B & C | Click here for further details | Click here for further details |
| Rest of the World | Click here for further details | Click here for further details |
Need advice?
If you would like any further advice please send an email to
customerservice@eartoear.net