Store Policy

Welcome to Earthly Oak!

We're so happy you're here. We want to ensure you have a delightful shopping. experience with us.

Hours of Operation

  • Online Store: Open 24/7 for your convenience.
  • Customer Service (Emails & Phone Calls):
    • Monday - Friday: 10:00 A.M. - 6:00 P.M. EST
    • Saturdays: 11:00 A.M. - 6:00 P.M. EST
    • Sundays: Closed

Holiday Closures: We are closed on the following Canadian holidays.

  • New Year's Day
  • Good Friday 
  • Easter Monday
  • Victoria Day 
  • Canada Day
  • Civic Holiday
  • Labour Day
  • Thanksgiving Day
  • Remembrance Day

Returns & Exchanges

  • All items must have their original tags attached.
  • Products must be returned in their original, unwashed, and unworn condition.
  • We recommend inspecting all items before removing tags.
  • Items purchased as Sale Items or Promo Samples are final sale and not eligible for returns or exchanges (see specific sections below).

Refunds

  •  All refunds must be initiated within 14 days of your purchase date.
  • Process for Refunds:
    1.  To request a refund, please send an email to earthlyoak1@gmail.com.
    2. Once your refund request is approved, we will send you a pre-paid return shipping label via email.
    3.  A shipping fee of $ 15.99 CAD will be deducted from your total refund amount.
    4.  Follow the shipping instructions below to send your item back to us.
    5.  After we receive and approve your returned item, a full refund will be issued to your original payment method. Please allow 2-4 business days for the refund to process, depending on your bank or credit card company.

Exchanges

  • All exchanges must be initiated within 21 days of your purchase date.
  • Process for Exchanges:
    1. To request an exchange, please send an email. Please include proof of payment or an order number for a faster transaction.
    2. Once your exchange request is approved, we will send you a pre-paid return shipping label via email.
    3.  Follow the shipping instructions below to send your item back to us.
    4. Once your returned item is received and inspected, your exchange will be processed and your new item shipped. Domestic orders will incur an $8.99 service fee, while international orders will have a $15.99 

How to Send Items Back Our Store (Returns & Exchanges)

  1.  Email us at earthlyoak1@gmail.com to request your return or exchange before sending anything back.
  2.  Once your request is approved, you will receive a pre-paid return label via email to our P.O. Box address.
  3. You may also choose to pay for your own shipping with a carrier of your choice, if preferred.
  4. Securely package the product to prevent damage during transit. Ensure your box is properly sealed.
  5.  Firmly attach the pre-paid return label (or your own label) to your package.
  6.  Send your item to: 51009 P.O. BOX WINDSOR RPO WESTMINSTER ON, N8T-3R6
  7. Carrier Note: UPS does NOT deliver to P.O. Box addresses. Please choose a carrier that delivers to P.O. Boxes (e.g., Canada Post/USPS).

International Customers (Returns & Exchanges)

  • When returning or exchanging an item from outside Canada, please ensure your package includes all required customs documentation and a completed customs declaration form that was sent to you with your package.
  • This form contains details such as product description, value, weight, quantity, and HS codes.
  • For any questions regarding international returns, please email us.

Missing Refunds

  • Step 1: Please check your bank account.
  • Step 2: Contact your credit card company or bank. Processing times can vary between financial institutions.
  • Step 3: If your refund is still missing after these steps, please contact us at earthlyoak1@gmail.com with details of your situation, and we will  assist you as soon as possible.

Damaged Items

We sincerely apologize if you receive a damaged product. While we do our best to package items securely, damage can sometimes occur during transit.

  • If your product arrives damaged, please submit a picture of the damaged item within 48 hours of delivery to by email.
  • We will provide you additional information.
  • Once we receive the damaged product, we will offer you a full refund.

Gift Cards

  • If you purchase an item using a gift card, any refunds or exchanges will be credited back to your gift card.
  • Our gift cards do not have an expiration date.

Discounts & Sample Products

  • Discounts cannot be combined with other offers.
  • All discount codes must be used before their expiration dates.
  • We reserve the right to reject invalid discount requests.
  • Products given as promotional samples are not eligible for refunds or exchanges.

Sale Items

  • All sale items are final sale.
  • We do not offer pre-paid return labels for final sale products.

Questions & Concerns

We aim to address all your questions and concerns promptly. However, in  some situations we may require more time. In such cases, we will  response within 1 business day.

Stay Connected!

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Thank you for choosing Earthly Oak! Your support means the world to our small business.

Have a lovely day!