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Help

This page provides you with some answers to some common questions. If the answer you seek is not listed below, feel free to contact us directly for assistance at enquiries@earthyard.com.au

PRODUCTS

Q: Do you offer gift vouchers?
A: We most certainly do! Just click here.

Q: What is single origin?
A: We go into detail about how important single origin products are to us in our blog. Read about it here.

Q: How do i send items to a friend as a gift?

A: Simply pop their details in the shipping address section of your checkout.

Q: Where can i get more information about your products?
A: We like to ensure full transparency so if you require specification sheets we would be more than happy to provide them. Just send us an email with your request and we'll get back to you as quickly as we can. Contact Us.

Q: Are your products safe?
A: We strongly suggest you don't ingest any of our products. Some of our products are not suitable for direct application to the skin. We have made a note on each of those products for your reference.

Q: I have a promo code that isn't working, what do i do?
A: Make sure you are entering it exactly as it appears with no spaces. If that still doesn't work, we want to make sure you still get the discount. Contact us at enquiries@earthyard.com.au and we will fix that for you straight away.

Q: What are the terms and conditions of sale items?
A: Items on sale up to 70% Off offer starts at 2:00pm 8th Feb 2018 AEDT. Prices as marked. Products in offer are cannot be returned or exchanged unless faulty. This offer is valid on selected styles and colours listed on the following pages:

https://www.earthyard.com.au/collections/sale

Please remember:
  • The refund amount for any returns will match the price at purchase and;
  • Promotional vouchers are non-refundable and not applicable to shipping costs

PAYMENTS

Q: What payment methods do you accepts?
A: We use a secure payment gateway called eWAY, PayPal and afterpay. For direct transfers or if you prefer to pay over the phone, via cheque or postal order we would be happy to take your order over the phone. Call 02 4735 8594 between 10am and 5pm. If we are unable to take your call, simply drop us a line at enquiries@earthyard.com.au and one of our friendly customers service representatives will be  in touch.

Q: What's afterpay?
A: It's awesome! It means you can shop now and pay later (Australian Customers Only). For more info check out their website.

Q: What can i do if my payment is declined?
A: We will contact you informing you of a declined payment. Your order will not be placed on hold. You may try another method of payment or contact us directly

Q: Can I change my order once it has been placed?
A: Of course you can. We generally ship orders within 72 hours. You can contact us any time before the product is shipped at sales@earthyard.com.au

Q: Can you give me some information about your returns and refunds policy?
A: Not a problem. Just click here to read about how to return a product that has been shipped to you.

SHIPPING

Q: How will you get my products to me?
A: Simple. We use AustPost eParcel for all Australian delivery orders. You will be sent a tracking number when your product has been picked up. If you do not receive a tracking number please contact us at sales@earthyard.com.au

Q: How do i get free shipping?
A: We'll automatically deduct any shipping charges from your order when you check out if you qualify. To qualify, spend over $150 in any single transaction to Australian delivery addresses and over with orders over $250 in any single transaction to International Addresses.

Q: I'm overseas - how will i get my order?
A: We send International Orders express at a flat rate (see rates below). Orders over $250.00 are entitled to Free Shipping which will appear in your checkout total. International parcels are estimated to be delivered in 2-4 business days.

Current shipping locations and rates:

New Zealand - $15.00
United States of America - $30.00
Canada - $30.00
United Kingdom $36.00
Ireland - $36.00
France - $39.00
Germany - $39.00
Italy - $39.00
Netherlands - $39.00
Norway - $39.00
Spain - $39.00
Sweden - $39.00
Switzerland - $39.00

PRIVACY AND ACCOUNTS

Q: Why do i need to create an account?
A: We require our customers to create an account so we can verify orders and shipping information. This is also extra handy for you, because when you come back you won't have to enter all that information in again. Having an account also means that we can keep you up to date with all our latest specials, giveaways and sales.

Q: I don't want to receive any marketing material, what do i do?
A: Easy. We'll send you a welcome message, simply hit unsubscribe and we won't send you any more marketing emails. We must tell you though, you'll  be missing out.

Q: I unsubscribed and i'm still receiving emails from you?
A: Are they about your order? We will send you service related messages from time to time about your order. These will have subject lines like "Order Confirmation" or "It's on it's way". If you're not sure the emails you are getting are service related send us a quick message and we'll check it out for you.