Refund & Return Policy

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, unworn, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, please contact us at team@earthloom.ca. Items sent back to us without first requesting a return will not be accepted.

Returns must be sent to the following address once approved:

Earthloom
149 Aspen Acres Manor SW
Calgary, AB
T3H0W6
Canada

Once your return request is approved, we will provide instructions on how and where to send your package. Where applicable, we may provide a return shipping label.

Return Shipping Costs

Return shipping costs are the customer’s responsibility unless the return is due to an error on our part, such as a defective item, damaged item, or the wrong item being sent.

If a return shipping label is provided by Earthloom for a customer-requested return, the cost of the return label may be deducted from any eligible refund.

Original shipping charges are non-refundable unless the return is due to an error on our part.

You can always contact us with any return questions at team@earthloom.ca.

Damages and Issues

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and work with you to make it right.

If the return is due to an error on our part, such as a defective item, damaged item, or the wrong item being sent, Earthloom will cover the reasonable return shipping cost.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including perishable goods, custom products, special orders, personalized items, personal care goods, hazardous materials, flammable liquids, or gases.

Unfortunately, we cannot accept returns on sale items or gift cards.

Please contact us at team@earthloom.ca if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you receive the item you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

International Orders, Duties & Carrier Fees

International orders may be subject to customs duties, import taxes, brokerage fees, COD charges, or other carrier-related fees upon delivery. These charges are set by the destination country or carrier and are the customer’s responsibility unless clearly stated otherwise at checkout.

The shipping fee paid at checkout does not include customs duties, import taxes, brokerage fees, COD charges, or other carrier-related fees unless clearly stated.

If an international order is refused, unclaimed, or returned to us because duties, taxes, brokerage fees, COD charges, or other carrier-related fees were not paid, the customer is responsible for any original shipping charges, return shipping charges, customs duties, taxes, brokerage fees, COD charges, or other carrier-related fees.

Any eligible refund will be processed only once the returned products are received and inspected by us. Original shipping charges, return shipping charges, duties, taxes, brokerage fees, COD charges, and carrier-related fees are non-refundable and may be deducted from the refund where applicable.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be in the same condition that you received it: unused, unworn, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days.

Please note that original shipping charges are non-refundable unless the return is due to an error on our part, such as a defective item, damaged item, or the wrong item being sent.

Return shipping costs, customs duties, import taxes, brokerage fees, COD charges, and other carrier-related fees are also non-refundable and may be deducted from your refund where applicable.

Please remember that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at team@earthloom.ca.