FAQ

Why am I having trouble logging into my account?

Please make sure you have entered the correct password and username, and please note that passwords are case-sensitive. If you have forgotten your username or password please click on the link in the login page and your information will be emailed to the address you provided in your registration.

How do I place an order?

After you have chosen an item from our online product pages, and your choice of colour, size and quantity, click on the ‘add to bag’ button. You are given an option to either continue shopping or proceed to the check-out. You can view your shopping bag at any time by clicking on the shopping bag link on the top right-hand side of your window.

What are the accepted methods of payment?

Credit & Cheques card, Instant EFT and Bitcoin. All payments are made via Payfast. Credit card payments are subject to 3D secure authentication.

How do I make a payment via Payfast?

Complete your order up until the billing options. Payfast will automatically be selected. Click on submit to continue. A new tab will automatically open with your order details on the Payfast website. Select your method of payment, fill in your details and click on pay to make payment.

How will my orders ship?

Orders are shipped with Courier IT couriers. Please see our shipping policy for more info.

What happens if an item is out of stock after I have placed my order?

We make every effort to ensure the integrity of our online inventory and fulfill each complete order. However, occasions may arise where an item is out of stock and we are unable to proceed with your order. Should payment have been made and Earthchild cannot fulfill the order due to the item being out of stock, a full refund will be processed and no further obligation in respect of this order will exist.

Can I exchange items from the online store?

Of course! You will receive a returns form with your online order. Simply fill in the form and follow the instructions with two easy ways to return. See our returns policy for more info.

Can I cancel an order?

If you would like to cancel an order please mail us at services@truworths.co.za as soon as possible after you have placed the order. Please include your order number and we will let you know if the order is available for cancellation. Unfortunately, once your order has entered the processing phase, we are unable to cancel it. We urge customers to please double-check orders before placing them.

What do I do if I get a defective item?

If you feel the item you received is defective, please send it back to the Earthchild online warehouse in order to be assessed by our quality control department. Please see our returns policy or contact services@truworths.co.za for any clarification in this regard.

Can I collect from my nearest store instead of having home delivery?

Not yet. We are planning to introduce this service soon.

Can I place an order as a gift for someone else?

Yes. Click the box to indicate that your order is a gift when you checkout. We will ensure that the delivery note has no prices included. Please note to put the shipping address as the address you want the gift sent to.