FAQs

1. Where are Earthwear’s stores located? – (is it necessary to have e-Mail, WhatsApp etc for a store location question)

You can visit our stores at:
• Quest Mall, Shop no. 302A, 3rd Floor, 33 Syed Amir Ali Avenue,   Park Circus, Beckbagan Row, Kolkata-700017 India.
• New Alipore, 592, Block-O, Kolkata-700053.
• Avani Riverside Mall, Shop no. 40, 2nd floor, 32 Jagat Banerjee Ghat Road, Howrah -711102
• Email your order to us at:support@earthwear.in
• Call in to place your orders on +91 9830107693
• Place an order via WhatsApp at: +91 9830107693

2. Do I have to sign up with Earthwear while making a purchase from the website?

It isn’t necessary for you to create an account while shopping on Earthwear; you can simply proceed as a guest shopper. However we recommend you do sign up with us as you would receive several benefits like special offers, discounts and notifications for the latest products and collections!

3. Will you share my information with others?

We, at Earthwear, value the privacy of our customers and we never use or disclose any information provided by our customers such as name, address, email address or phone number to any third party sources.

4. What is Earthwear’s Free & Easy Return policy?

We assure you that all products sold on our website are brand new and 100% genuine. In the unlikely event that any merchandise you have bought from us is not received in good condition, is damaged or defective, you can exchange the merchandise unused, and in the same condition as purchased, in its original packaging along with original tags. It would be necessary to provide all financial transaction details, along with bills/invoices provided.

Requests for returns are accepted provided we are intimated about the request within 15 (fifteen) days of receipt of the products.

The product cannot be returned in conditions which indicate that this product has been used, washed, ironed or tampered with in any way.

In case of a refund, the entire amount paid by you including shipping will be transferred to your account. The time taken will be governed by the policies of our payment partner.

Replacement is subject to availability of stock. In case a Replacement is not available, we will refund the amount of the same.
Please remember whilst contacting us for queries, make sure to state your ‘Order ID’

5. What is the pickup process? Why have I been asked to ship the item?

We arrange for pickup from most of our customer locations. Please follow the instructions you receive by email.

In case we can't pick up the item from your location, we will inform you. You can ship the product back to us. We will reimburse the shipping charges against the original receipt.

Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit.

Mention the Return ID on the package so that we can acknowledge your return.

Do retain the original receipt for the courier charges you have paid in case you have shipped the product at your expense, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference.

Refund/replacement will be initiated as soon as we receive the product from you.

6. Do I have to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

7. Which items can I exchange?

You can exchange an item for the same product in the size/colour of your choice.

We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include all price tags, labels, original packing and invoice along with the product.

We do not accept returns of accessories like earrings, neckpieces and bags/wallets/pouches.

8. I have changed my mind and would like to retain the product. What do I do?

Once the cancellation request has been processed, it is not possible to reverse the cancellation request. You may place a fresh order on our website for delivery of the product again and you will need to ship the cancelled product as per our shipping policy.

9. Can I return part of my order?

Yes, a return can be processed if you have ordered multiple items, you can initiate a return for a partial quantity.

10. What is Earthwear’s Replacement Guarantee?

If you have received a product in a damaged or defective condition or it is not as described, you can return it to get a replacement within 30 days of delivery. Please contact us with a replacement request. The item will be recalled and a brand new replacement will be shipped to you, at no extra cost.

11. How does the Refund process work?

We work to provide the most hassle-free online shopping experience so that you are covered and your money is safe.

We endeavour to replace the product with an identical product. We may also offer a similar product of same or lower value as replacement.

We may suggest issuing you with a credit note, which can be utilised for shopping from this website within 90 (ninety) days from the date of issue.
In case you are not entirely satisfied with the replacements suggested, we will refund the entire amount paid by you. After confirmation from you, we will intimate our payment partner to initiate refund process. We will keep you informed and updated throughout the process.

12. Why isn’t the refund reflecting in my bank account?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with our payment partner for the same.

Sometimes financial organisations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will be glad to help you.

13. How long will it take to process my cancellation request?

Once you have requested the cancellation of item(s) of your order, it takes us a maximum of 2 business days to cancel the order and initiate procedures for replacement or refund. You will be notified of the same by email.

If the Order Status shows the item(s) in your order as 'Shipped', we will process your cancellation request directly with our logistics partner. Your refund will be processed soon after we receive the cancelled items back from the courier.

The refunded amount will be made available as per the terms of the financial partner.

However, if you opt for having the money transferred back to the source of transaction, it may take up to 10-15 business days for the respective banks to process the refund. Please get in touch with the bank directly in case of any delays post confirmation of cancellation / refund by Earthwear.

14. What are the delivery charges?

Delivery charges vary depending on the value of the shopping cart. We charge a sum of Rs 99/- for each order below or equal to Rs 1100/-.There is no shipping charge for orders having value greater than Rs 1100/-.

15. What is the estimated delivery time?

Please refer the shipping partner’s DTDC  site for more details.

Estimated delivery time depends on the following factors:
• The product,
• Product's availability,
• The destination to which you want the order shipped.

16. Are there any hidden costs (sales tax, octroi, etc) on items?

Don’t worry; there are NO hidden charges when you make any purchase on Earthwear’s website. The prices listed are final and all-inclusive. The price you see on the product page is exactly what you would pay. Delivery charges are not hidden charges and are charged extra depending on the shipping policy.

17. Why does Earthwear not ship to my destination?

Earthwear uses the services of DTDC for shipping its products. Delivery is governed by policies followed by DTDC. Please enter your pin code on the product page to know whether the product can be delivered to your location. If you haven't provided your pin code until the checkout stage, the pin code in your shipping address will be used to check for serviceability.
 
Whether your location can be serviced or not depends on:
• Whether our shipping partner ships to your location
• Legal restrictions, if any, in shipping particular products to your location,
• The availability of reliable courier partners in your location; and
• At times couriers prefer not to ship to certain locations is entirely at their discretion.

18. Does Earthwear deliver internationally? (Where would the ‘Notify Me’ feature be on the website?)

Currently, Earthwear does not deliver internationally. Use the 'Notify Me' feature to know once it is activated.

19. How will I know whether my order has been received or not?

During the payment process you will be given a confirmation that your credit card has been successfully processed. You will also be given an order confirmation number through an email from Earthwear.

20. How do I check my order status?

You can view your order status at any time after you have placed your order, through My Orders options after logging in to your Earthwear account on the Earthwear website. We try and dispatch all the orders from our warehouse within two working days and then you can track your order from Track your order option on our homepage through the UPS tracking system.

21. Is it safe to use my credit/debit card online on the website?

We do not store credit/debit card information on our website. Your card information is safe with our payment solution providers - CCAvenue.

22. Do you offer expedited shipping?

No. Unfortunately at this point we are unable to offer overnight or expedited delivery service.

23. How is my order shipped?

All Earthwear orders are shipped door to door, nationally, and via a number of shipping companies within India from our warehouse in Kolkata, India to your provided shipping address.

24. Will all my ordered products be shipped together?

Yes. Since we do not process backorders, whatever is in stock will be shipped together.

25. Can I ship different items in my order to different shipping addresses?

We can only process to one shipping address per order. So, if you would like to order several items and ship to different people, we would request you to order them separately.

26. Which method of payment is accepted? (what are the accepted cards?)

We accept all credit cards, debit cards, net banking & digital wallets (an online real-time authorization is done through the Payment Gateway). If you have an Indian bank account, you can also transfer your payment directly to us using our payment gateway's net banking facility.

27. Can I change my billing address?

You can change your billing address at any time before, after or during the shopping process. Once you confirm the payment of the items in your shopping cart, the order is considered as final and post that the billing address cannot be modified.

28. How can I modify my order?

You can modify your order at any time during the shopping process by editing your shopping cart. Once you have confirmed the payment for the items in your shopping cart, the order is considered as final and cannot be modified.

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