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 catalogue, and your choice of colour, size and quantity, click on the "add to shopping 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?
Earthchild accepts the following credit cards: Visa & Mastercard. For additional security, all purchases must be made through 3d Secure before being processed.
How will my orders ship?
Orders are shipped with UPS, please see shipping 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 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 Earthchil 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?
Unfortunately, we are unable to make exchanges from orders placed online as it has a great impact on our online inventory. In some cases, we will be able to cancel an order if notified in a timely fashion ( 1 - 2 days after order request is sent).
Can I cancel an order?
If you would like to cancel an order please mail us at info@earthchild.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.
Is my country on the shipping list?
Our selected courier provider is UPS and they deliver to all major international destinations, shipping rates vary accordingly. Please see shipping for more information or email us at info@earthchild.co.za if you have any questions.
What do I do if I get a defective item?
If you feel the item you received is defective, please send it back to Earthchild head-office in order to be assessed by our quality control department. Please see our returns policy or contact info@earthchild.co.za for any clarification in this regard.
