Returns & Refunds Policy | Wooden Earth

Last updated: 13 September 2026

We want you to be happy with what you ordered. This page explains when you can return something, how to do it, and how refunds work.

Your right to cancel

If you are a consumer in the UK or the EU, you may cancel your order for any reason within 14 days of receiving it, without giving a reason. This is your statutory right under the Consumer Contracts Regulations 2013 (UK) and the Consumer Rights Directive (EU).

To cancel, email info@woodenearth.com with your order number before the 14 days are up. You then have a further 14 days to send the goods back.

Returns window

Beyond the statutory cancellation period above, we do not operate an additional returns window for change of mind. Your 14-day right to cancel under the Consumer Contracts Regulations 2013 applies in full, and to use it the item must be unused, in its original condition and, where practical, in its original packaging. Faulty, damaged or misdescribed items are covered separately below and are not limited to 14 days.

Damaged or faulty items

If something arrives damaged, faulty or not as described, email info@woodenearth.com within 14 days of delivery with your order number and a photograph of the problem. We will arrange a replacement or a full refund, including any delivery costs, at no expense to you.

Natural variation in wood grain, colour and figure, and small differences from the product photograph, are characteristics of handmade wooden goods rather than faults.

What cannot be returned

• Personalised, engraved or made-to-order items, unless they are faulty.
• Items that have been used, altered or damaged after delivery.
• Gift cards.

How to return something

1. Email info@woodenearth.com with your order number and what you would like to return.
2. We will reply with the return address and instructions. Please do not send anything back before you hear from us.
3. Pack the item securely and send it with a tracked service — we cannot refund a parcel that does not arrive.

Return postage

is at your own cost unless the item is faulty or not as described.

Refunds

Once your return reaches us we will inspect it and email you. Approved refunds are issued to your original payment method within 14 days. How quickly the money appears depends on your bank or card issuer.

Original delivery charges are refunded where the return is due to a fault or an error on our part, or where you cancel under your statutory right within 14 days.

Exchanges

The quickest way to exchange an item is to return it for a refund and place a new order.

Contact

Wooden Earth Ltd
87 Tooting High St, The Avenue, London, SW17 0SU, United Kingdom
info@woodenearth.com