Refund policy
Refund & Cancellation Policy
Returns
Every piece we make is handcrafted to order, so we don't accept returns or exchanges for change of mind.
We do stand behind our work. If your order arrives damaged, we will replace it or refund it.
If Your Order Arrives Damaged
Email wendy@rootsofearthco.com within 48 hours of delivery with:
- Photographs of the damaged item
- Photographs of the packaging it arrived in
- Your order number
Please keep the box and packing materials. All our shipments are insured, and the carrier may need to inspect them before a claim can be settled. Disposing of the packaging can prevent us from resolving your claim.
Cancellations
You may cancel your order for a full refund within 24 hours of placing it.
After 24 hours we will usually have begun making your piece — sourcing the vessel, cutting, staining, or preparing moss — so we can no longer cancel. If you need to change something, contact us as soon as possible and we will help where we can.
Custom Orders
Custom and personalised pieces are made specifically for you and cannot be cancelled once production has begun, or returned once delivered. For personalised wall art we send a proof for your approval before anything is cut — nothing is made until you have signed it off.
Natural Variation Is Not a Defect
Our pieces are handmade from natural materials. Variation in moss colour and texture, wood grain, stain tone, dimensions, and arrangement is expected, and each piece will differ from the photographs. Preserved moss also carries a mild natural scent for the first few days after unpacking. Neither is grounds for a return.
Lost or Delayed Shipments
Once a parcel is handed to the carrier, delivery is in their hands. We are not responsible for carrier delays, but we will help you trace a package and, where a shipment is genuinely lost, we will file the insurance claim and make it right.
Refunds
Approved refunds are issued to your original payment method within 5–10 business days. Your bank may take a few days more to show it.
Questions
Email wendy@rootsofearthco.com. We reply within one business day.