Delivery Terms & Conditions

Delivery Times

We aim to dispatch your order as soon as we possibly can. In most instances orders received before 11 am are dispatched the following day, subject to product availability. Typically your order should reach you within 3 working days, although we advise you to allow up to 5 working days (PLEASE NOTE: weekends - Saturdays and Sundays - do not qualify as 'working days'). If delivery is likely to take longer than 5 working days we will contact you and let you know.

Delivery Charges Within UK

Heavy Items

Orders in excess of 20kg may incur a higher delivery charge. If your order weighs more than 20kg we will contact you and let you know how much the delivery charge will be.

Outlying Postcodes

Areas with outlying postcodes (including some UK islands, plus some areas of Scotland and Northern Ireland) may incur a higher charge for delivery from our carrier, in which case a proportionate surcharge will automatically be added to the delivery charge at the checkout.

Delivery Method

Delivery is usually via APC Overnight Courier Service or Royal Mail, but on occasions when the product is shipped directly from our suppliers, or for delivery to outlying postcode areas, an alternate means of delivery may be employed.

Delivery Instructions

Special delivery instructions may be left in the 'Delivery Notes' field when you place your order. If you think you might be out when your order is due to arrive, for example, you can leave instructions for the order to be left in a secure place, perhaps with a neighbour, or in a garden shed, or a secure porch etc. We will then pass on your instructions to our courier.

Please Note: If you are not home and you do instruct us to leave your goods without a signature - e.g. in a garden shed, behind the wheelie bin etc - the responsibility falls on you to ensure a safe delivery site. We will not be held responsible for lost or stolen items in this event.

No One Home / 'Failed' Delivery

If delivery is attempted 2 times by our carriers, and you are not in to receive the goods on either occasion, the delivery will be deemed to have 'failed', and you will need either to collect the goods from your local APC depot, or pay a £7.50 re-delivery charge.

If your order is returned to us by the courier because the delivery has 'failed' and you have not collected it from your local APC depot, an additional charge will apply for the return and re-delivery.

If you decide you no longer require the goods after a 'failed' delivery attempt, there will be a minimum £20 administration charge deducted from any refund to cover shipping & handling.

Missing Order

If your order is delivered by Royal Mail and goes missing we cannot compensate until 12 working days have elapsed as per Royal Mail's Terms & Conditions.

Perishables

We cannot accept responsibility for any perishable and/or chilled items which are spoiled as a result of a 'failed' delivery. Such items will not be refunded or replaced.

Order In

If your order includes an item which we have to specially order in, your order may be put on hold until the item arrives.

Checking Your Delivery

If you are unable to open and check your delivery before signing for it, please make a point of signing for it as 'UNCHECKED'. If the package is visibly damaged, in any way, no matter how small, please sign for it stating 'DAMAGED'. We CANNOT claim from our carriers for any damaged items unless they have been signed for as 'DAMAGED'.

If you sign for a delivery which you subsequently find is damaged, our couriers WILL NOT accept liability and you may be charged for the damaged items. In this instance a delivery charge for any replacement items WILL be made.

By completing your order you agree to abide by these instructions: to check your delivery and sign for it accordingly, as either 'GOOD CONDITION', 'UNCHECKED' or 'DAMAGED'. If you sign for your goods as 'DAMAGED' you must notify us by telephone within 3 working days of the original delivery.

Delivery Charges Outside UK

We regret that we are unable to deliver outside the UK.

Collect In Store

We will endeavour to have your Collect In Store order ready for you to collect from our Glastonbury store by 2pm the day after you place your order (subject to product availability).

Weekends - Please Note: While we will endeavour to process your Collect In Store order for collection on the weekend, our staff rota plus the fact that weekends are generally our busiest time means that this may not always be possible, and that there may be delays in processing Collect In Store orders placed on Friday, Saturday and Sunday.

Cancellations

Outstanding orders / items can be cancelled at any time. In the event of any goods delivered by us being damaged in transit, deficient of items shown on the delivery note or failing to match the items ordered by you, then such details must be notified by you to us within seven working days of receipt. If we receive no such notification the customer will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company's appointed carrier.

Returns and Exchanges

We want you to be entirely satisfied with every purchase made from us and are proud of the quality, range and advice that we offer. If you wish to return an item for exchange or you have decided not to keep it, please complete the details on the reverse side of your delivery note and return it to us with its original packaging and label within 28 days and we will exchange it or send you a full refund. All returned goods must be in a new and unused condition together with a copy of your original receipt.

If you wish to return any item because you feel it is faulty, please complete the details on the reverse side of your delivery note giving details of the fault and send it back to us together with the item in its original packaging and a member of our team will contact you to resolve the matter. If the item is damaged when you receive it please follow this same procedure, stating that the item was damaged on arrival, and we will refund your postage costs.

We recommend that all items returned to us be sent with 'proof of posting' and with insurance paid as a minimum. Your local Post Office will be able to advise. Please keep your proof of posting receipt as we are unable to accept responsibility for returned goods that fail to reach us.

Please Note: We regret we are unable to accept the return of chilled or frozen items, except where faulty. We are also unable to accept the return of pre-packaged items where the packaging has been opened, except where the item is faulty.

The returns address is:
Returned Goods, Earthfare, 45 High St, Glastonbury, Somerset, BA6 9DS.

This returns policy does not affect your statutory rights.

Refunds

Please note that refunds may not show in your account immediately. We will endeavour to make any refund due to you within 21 days from the day the item is returned, or within 21 days of your order if the item is unavailable at the time you place your order.
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*Except for areas with outlying postcodes or when order exceeds 20kg. In these instances excess delivery charges may apply.