Frequently Asked Questions (FAQ)

When will I receive my item?

To check when you should expect your item, please check the store page or your order confirmation for shipping information. Most of our traders ship the orders within 48 hours and you should receive you goods within 3-5 working days. If for any reason your items has not arrived, please contact the vendor directly. If you haven’t heard back from the vendor, we will be happy to step in, just email 

When will I receive my refund?

Each of our store owners has a different refund policy. Prior to making a purchase, you should check the return policy on the vendors page. If you have an issue with your order, you can also contact the store owner directly via our Store Directory page. 

Why was I charged postage twice?

At Earthly, we’re simply a middle man, offering store owners a platform to sell their products. If you place an order from multiple vendors it’s very likely that you will be charged shipping from each of those sellers. Please check the shipping policy for each of the products you intend to buy. 

Who am I buying from?

Earthly is a marketplace, meaning that you buy your products directly from the store owners, suppliers or manufacturers. 

Earthly never holds any inventory of its own. 

My item hasn’t arrived, what can I do?

If your item has not arrived in the time given in the shipping policy from the vendor you purchased from, please contact the vendor directly via our Store Directory or using the contact details provided in your order confirmation. If you’re having trouble getting in touch with the vendor and you have been charged for the items, please contact Earthly team through email 

The item I ordered, does not match the description.

If the item you ordered does not match the description online, please return it using the normal returns policy listed by the vendor and email with the details. We will ensure that the store owner corrects this mistake and offers you a full refund, inclusive of the returns costs.  

I am not happy with my experience or I want to make a comment.

If you’re not happy with your experience of shopping with Earthly, please email us your comments through to . We have a small team at Earthly but take these issues very seriously. There is always a room for improvement so your comments would always be very much appreciated. 

I want to sell on Earthly, how can I sign up?

If you would like to set up your own store on Earthly contact our team via email to request sign up information. 

My query is not listed here?

If your query is not listed here and you are not sure what to do, email our team 


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