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FashionandEarth.com - Frequently Asked Questions
General Question | Shipping & Delivery Questions | Order Status Questions
Returns
- I want to return my purchase! What do I do?
- I would like to return a gift that was sent to me. How do I do that?
- I printed out my shipping label and misplaced it. How can I retrieve it again?
- How long does it take for me to get a refund?
Organic Clothing/Brands
- How do I know my clothing size?
- I want to know if you carry a specific organic clothing brand/color/size/width?
Across the Board
- Do you have a catalog?
- You are out of stock on the item I want. What do I do now?
- Do you do back orders?
- Is the item I want going to go on sale soon?
- Do you offer gift certificates and/or gift cards?
- Does Fashion and Earth have an outlet store?
- Do you offer the same organic clothing products on your Canada site as you do on your US site?
- My email address has changed. How do I update this information to my current account?
- How do I change my Account Password
Payment Information
- What forms of payment do you accept?
- Is it safe to use my credit card on your site?
- Do you allow Cashier's Checks or Money Orders?
- Do you charge sales tax on any item?
- Do you accept international credit cards?
Store Credit
- What is Fashion and Earth Store Credit and how do I get it?
- How do I use Fashion and Earth Store Credit?
- How can I obtain the balance of my Fashion and Earth Store Credit?
- I lost my Fashion and Earth Store Credit code, how do I get it?
Paypal
- What is PayPal?
- How do I sign up for PayPal?
- How do I use a Paypal payment option on Fashion and Earth?
- What do I do if I have questions about my PayPal account?
- How is billing done for PayPal?
- When are funds transferred out of my PayPal account for my Fashion and Earth order?
Technology
- What are cookies? Do I need to enable cookies on my browser to shop at FashionandEarth.com?
- When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
About Us
- Where are you located?
- How do I know it is safe to shop with you?
- What kind of organic and eco-friendly clothing selections do you have?
- Are there any benefits to having an account with you?
- Is there a way I can learn more about the company’s sustainable practices?
- What is your shipping and return policies?
- How can I get assistance if I need it?
Returns
1.Question:I want to return my purchase! What do I do?
Answer:
If you are not 100% satisfied for any reason, you can return your item(s) for a full refund within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)
Returning an item is super easy. Just follow these steps:
- If you haven’t already done so, just go to “My Account” (located in the top right corner of the web site) and log in to your account.
- Once logged in, you will be inside your “Dashboard”. Inside the Dashboard, you will see your order history. Choose the order you wish to return by clicking the “View” order button and from there choose which item(s) you wish to return and identify whether it is a return for refund, store credit or exchange.
- Print off this Return Form and include with the return shipment. Within 24 hours of completing this return process, you will receive a pre-paid shipping label in your email inbox. Just print off this return label and tape it to the outside of your box. Make sure not to tape over the bar codes!
- Be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.
- Drop off the package in the nearest mailbox or at the nearest USPS location and you’re done!
We’ll take care of the rest, processing the return as per your instructions on your Return Form. If you have any trouble or are still uncertain how to proceed just give us a call at 1.888.632.9990 and we will be happy to walk you through the process! Alternatively, just send us an email and we’ll generate a pre-paid shipping label and send it along to you.
Make sure the merchandise is in its original plastic packaging with any tags, and place it in a shipping box. Preferably, use the same shipping box but if not available, use a shipping box of similar or smaller dimensions.
It may take 4-5 business days for your return to reach our warehouse. Once it is received and inspected by our warehouse staff (usually within 24 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 5 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. An email will be sent to you confirming that a credit has been applied.
More About Our Return Policy
2.Question:I would like to return a gift that was sent to me. How do I do that?
Answer:
In order to process a return of this kind we will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address. Just email this information to us and once we have located the order we can send you a pre-paid shipping label.
Any gift item being returned will be refunded to the original purchaser's method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please call us at 1.888.632.9990 for assistance.
3.Question:I printed out my label and misplaced it. How can I retrieve it again?
Answer:
Whoops, those things happen! But no problem, just send us an email and we can send you another shipping label immediately.
4.Question:How long does it take for me to get a refund?
Answer:
It may take 4-5 business days for your return to reach our warehouse. Once it is received and inspected by our warehouse staff (usually within 24 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 5 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
Organic Clothing Brands
1.Question:How do I know my organic clothing or eco-friendly clothing size?
Answer:
If you are unsure of your size for a particular organic clothing brand, you can tak your own physical measurements and compare them to the sizing chart available for each brand. Because each organic clothing Brand is different, sizes may not be the same and as such, it is always best to take your measurements and compare to the sizing chart.
2.Question:I want to know if you carry a specific organic clothing brand/color/size/width?
Answer:
In the left column of our web site, you will notice a “Shopping Options” feature. Using this extremely versatile feature you can easily narrow your search down to attributes such as Brand, fabric option (organic cotton, bamboo viscose, soy, hemp, alpaca, etc), neck line, shape, sleeve length, style and color.
Across the Board
1.Question:Do you have a catalog?
Answer:
No. Currently, we have a 'virtual' catalog. We have chosen this route primarily as a result of our on-going commitment to minimize our eco footprint.
2.Question:Do you match your own prices if an item goes on sale after my purchase?
Answer:
Yes! If an item you order from Fashion and Earth goes on sale within 10 days of your original purchase we will refund the difference.
3.Question:You are out of stock on the item I want. What do I do now?
Answer:
We are very sorry that we do not have the item that you need. Given that the organic clothing industry is still very small it is not always easy to keep stocked in certain sizes and / or styles depending on supply and demand. If there is a style you like and you do not see it available in your size, call us at 1.888.632.9990 or send an email to admin@FashionAndEarth.com and we will do what we can assist you.
4.Question:Do you do back orders?
Answer:
No. FashionandEarth.com does not do back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.
5.Question:Is the item I want going to go on sale soon?
Answer:
Unfortunately, we do not know if an item will go on sale or be marked down until it actually happens. But to be honest, we rarely do sales. We strive to make organic clothing and eco-friendly clothing as affordable as possible in an effort to get sustainable fashion into as many hands as possible – that is our goal. As such, our margins are already very narrow. You will likely never see the kinds of sales you might be used to seeing on conventional clothing sites.
However, the best way to catch a deal would be to subscribe to our Newsletter. If we do offer a promotional it will be to our loyal subscriber base as we always try to support those who support us first and foremost. You can subscribe to our organic clothing newsletter here if you haven’t already done so.
6.Question:Do you offer gift certificates and/or gift cards?
Answer:
Not at this time but we expect to add this option in the very near future.
7.Question:Does Fashion and Earth have an outlet store?
Answer:
Not at this time. In future we may build one or at most two outlet stores but that would be it. We simply do not believe in “brick and mortar” store fronts. With the advent of the internet, expanding a business by throwing up stores all over the country side seems wasteful and adds to a companies’ carbon footprint. Fulfilling orders through centrally located warehouses has been shown to have a lesser carbon footprint and hence that is our preferred method of reaching our customers.
8.Question:Do you offer the same products on your Canada site as you do on your US site?
Answer:
We do offer some of the same organic clothing and eco-friendly clothing Brands on both our Canadian and US sites. However, due to certain internal and external policies and restrictions, products may vary between sites.
9.Question:My email address has changed. How do I update this information to my current account?
Answer:
You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
- Visit FashionandEarth.com and click on "My Account" in the upper right-hand corner of the page.
- Log in to your account by typing your previous e-mail address and password.
- Once logged in, click on "Account Information" located midway down in the left column.
- Type your new e-mail address, click save and you’re done!
Payment Information
1.Question:What forms of payment do you accept?
Answer:
We currently accept Visa, MasterCard, and PayPal for all orders.
2.Question:Is it safe to use my credit card on your site?
Answer:
Absolutely! We take security of our customer’s personal information very seriously. We employ state of the art 128 and 256 bit encryption to protect your data and highly secure gateway servers to process all transactions. You can review our full Security Policy here.
3.Question:Do you allow Cashier's Checks or Money Orders?
Answer:
No. At this time we do not accept Cashier's Checks or Money Orders.
4.Question:Do you charge sales tax on any item?
Answer:
For orders within the US, we are required by law to collect a 6% sales tax on orders shipped to Michigan only. All other US states and territories will not be charged any tax of any kind, yay! For orders in Canada we are required by law to collect sales tax as follows:
Alberta - GST 5%
British Columbia - GST 5%
Manitoba - GST 5%
New Brunswick - HST 13%
Newfoundland - HST 13%
Northwest Territories - GST 5%
Nova Scotia - HST 13%
Nunavut - GST 5%
Ontario - GST 5% and PST 8%
Prince Edward Island - GST 5%
Quebec - GST 5%
Saskatchewan - GST 5%
Yukon Territory - GST 5%
5.Question:Do you accept international credit cards?
Answer:
Sorry, we cannot accept international credit cards at this time.
Store Credit
1.Question:What is Fashion and Earth Store Credit and how do I get it?
Answer:
Fashion and Earth Store Credit is credit received for returns that may be used to make future organic clothing orders on FashionandEarth.com. When returning items you have the option to 'Receive Fashion and Earth Store Credit' or 'Refund my Credit Card'; if you select 'Receive Fashion and Earth Store Credit' your account will be applied a credit and a unique Store Credit code will be sent to you via email. This store credit will never expire. If you ever were to lose the code, that’s no problem – just email us at admin@FashionandEarth.comand we will re-send your Store Credit code.
Please keep in mind that store credit is only available once your item(s) has been returned to our warehouse and processed.
2.Question:How do I use Fashion and Earth Store Credit?
Answer:
Fashion and Earth Store Credit may be used to make purchases on FashionandEarth.com orders by entering your Store Credit code into the Coupon Code box below the shopping cart. This box will become available once you click “Check Out”
Once you have entered your store credit code into the box, please click on submit to complete the process. Your new total should be reflected in your current shopping cart.
3.Question:How can I obtain the balance of my Fashion and Earth Store Credit?
Answer:
If there is a remaining balance on your store credit, this new balance will be emailed to you. We currently do not have a method to display your changing store credit balance but rest assured it is maintained in our administrative files and will be sent to you anytime upon request. Just email us at admin@FashionandEarth.com.
4.Question:I lost my Fashion and Earth Store Credit code, how do I get it?
Answer:
No problem. Just email us at admin@FashionandEarth.com or call us at 1.888.632.9990 and we will give it to you.
Paypal
1.Question:What is PayPal?
Answer:
PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
2.Question:How do I sign up for PayPal?
Answer:
You can sign up for a PayPal account by going to https://www.paypal.com.
3.Question:How do I use a Paypal payment option on Fashion and Earth?
Answer:
Existing PayPal users who would like to use PayPal payment method when placing an organic clothing order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the FashionandEarth.com web site.
4.Question:What do I do if I have questions about my PayPal account?
Answer:
You may contact PayPal customer service by calling 888-221-1161 or go to https://www.paypal.com for support and additional information.
5.Question:How is billing done for PayPal?
Answer:
Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
6.Question:When are funds transferred out of my PayPal account for my Fashion and Earth order?
Answer:
PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
Technology
1.Question:What are cookies? Do I need to enable cookies on my browser to shop at FashionandEarth.com?
Answer:
A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
You need to enable cookies on your browser to enjoy all the shopping features at FashionandEarth.com. Cookies need to be enabled on your browser so you can add organic clothing products to your shopping cart and to access your FashionandEarth.com account information. You can read more about cookies inside our Privacy Policy. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top right of the page.
2.Question:When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
Answer:
Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa and, MasterCard for credit card payment.
About Us
1.Question:Where are you located?
Answer:
Our call center and corporate office is in Emyvale, PEI, Canada and we have two warehouses – one on PEI and the other located in Traverse City, Michigan.
2.Question:How do I know it is safe to shop with you?
Answer:
At FashionandEarth.com we take your privacy and security extremely seriously. The way we look at it is this – you are as much a friend as you are a customer. You have placed your trust in us and just as we would never wish to let down a friend, we would never wish to let down our loyal customers. We do everything we can to ensure the maximum security and safety of our shopping environment. You can view our Privacy Policy here and our Security Policy here.
3.Question:What kind of organic clothing and eco-friendly clothing selections do you have?
Answer:
We have a large selection of products across a variety of brands and we strive to add to this selection on a regular basis. To best stay informed, we recommend that you sign up to our newsletter to stay informed when a new exciting eco-friendly clothing brand is launched to our site!
4.Question:Are there any benefits to having an account with you?
Answer:
With a Fashion and Earth account, you will have access to the following information:
- Your Account Information
- Your Order History
- Process a Return
- Your Wish List
- Your Email Subscriptions
- Your Reward Point total
Frequently Asked Questions: Order Status
5.Question:Is there a way I can learn more about the company?
Answer:
We are a clothing company that believes staunchly in conducting itself in a sustainable manner. And how can any company truly be sustainable if they do not consider the very products that they sell? As such, by default, all of our clothing products must also be sustainable – it could not be any other way!
We also believe that at an individual level, we can make a difference in this world. By choosing to live AND shop sustainably, we make a small difference but when you add the similar commitment of millions of other like minded individuals then you now can make a huge difference! As consumers, we literally have the power to change how businesses operate. By consciously choosing sustainable companies and products we really can drive change.
And we strive to make it super easy to allow you to experience eco-friendly and organic clothing. Through fantastic customer service, free shipping both ways, affordable pricing and hassle free returns, we are doing everything we can to help organic clothing go mainstream. Just imagine how different the world would be if wearing sustainable clothing was the norm? We want to help you get there. You can read more about us and our philosophy through the following links
- About Us
- What Fashion and Earth is All About
- Environmental Policy
- Testimonials
6.Question:What is your shipping and return policies?
Answer:
Quite simple really. We offer free shipping both ways all year round and regardless of order quantity or value. That’s it, simple. You don’t like the organic top, or eco-friendly jeans, etc for whatever reason then no problem, return them hassle free and free of charge for a full refund, exchange or store credit, no questions asked. You can read our full Shipping Policy here.
7.Question:How can I get assistance if I need it?
Answer:
Two Quick and Easy Solutions - We're Here to Help You!
Call Us:
We are here for you 24 hours a day - 365 days a year. 1.888.632.9990
Email Us:
We look forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible. Send your enquiries to admin@FashionandEarth.com.
Go to the FashionandEarth.com Homepage
Have questions? Prefer to order by Phone? We're here to help you!
Call us 24 hours a day - 365 days a year:
1.888.632.9990 or email us at admin@FashionandEarth.com
Shipping and Delivery Questions
- How long will it be before I receive my order?
- What do you charge for standard shipping an order?
- Can I expedite my shipping?
- I just placed an order online, when will I get my order?
- Do you ship to addresses outside the United States?
- Do you ship to PO Boxes or Military APO/FPO addresses?
- How can I track my order?
- Will I have to sign for my package?
- I just received an email with my tracking number and the number shows my order was delivered. How is that possible?
- What are the shipping charges for returning an order?
1.Question:How long will it be before I receive my order?
Answer:
For standard shipping, you will receive your organic clothing order within 3 – 5 business days. In fact, we are so committed to fast shipping that we guarantee it or you don’t pay, period! Unfortunately, there are a few exceptions – we can not meet the guarantee under these unusual conditions:
- The customer has provided an incorrect shipping address.
- Foul weather resulting in greater then 24 hrs of delivery delays.
- Given the huge volume of activity, we cannot offer this guarantee during the month of December.
- 5 business days, does not include weekends or statutory holidays.
- If an order is placed by Paypal through a bank, we must wait for the payment to clear before the order can be shipped. In this case, we cannot guarantee our 5 Days or Less policy.
- If it is necessary to ship an item across border to fulfill an order, the 5 day or free guarantee will not apply.
- Shipments to Hawaii, Alaska, U.S. or Canadian Territories, PO Boxes, or APO/FPO addresses.
2.Question:What do you charge for standard shipping an order?
Answer:
That’s simple – zip, ziltch, nada, zero, nothing!
3.Question:Can I expedite my shipping?
Answer:
The following shipping options are available when you check out. Expedited orders placed before 1 PM Eastern on a business day will be shipped out the same day. All other orders will be shipped out the next business day.
- Standard Shipping (delivery within 4-5 business days): FREE
- 1- 3 Business Day Shipping and Handling: $25 per order
Sorry, expedited shipping is not available for shipments to Hawaii, Alaska, U.S. Territories, PO Boxes, or Military APO/FPO addresses or Canadian Territories. Please allow additional time for orders shipped to these addresses.
4.Question:I just placed an order online, when will I get my order?
Answer:
Depending on the shipping options that you have chosen, your delivery day will fall into one of these categories:
*All expedited orders placed after 1pm EST, please allow 1 additional business day for delivery.
5.Question:Do you ship to addresses outside the United States?
Answer:
In addition to all U.S. States, U.S. Territories and Military APO/FPO addresses, we also ship to Canada and all Canadian Territories.
6.Question:Do you ship to PO Boxes or Military APO/FPO addresses?
Answer:
Yes, we ship to both PO Boxes and Military APO/FPO addresses but please allow additional time for orders shipped to these addresses
7.Question:How can I track my order?
Answer:
Once an order has shipped out, we will send you an email with the tracking number. Just click on the link and it will take you to the UPS, USPS or Canada Post website, depending on who shipped your package.
You can also track your order in your FashionandEarth.com order history. Just log into your account using your email address and password, then click on your order number in your order history. The tracking number will appear under the Status & Tracking column. If you click on the link, it will take you to the tracking information for your order.
8.Question:Will I have to sign for my package?
Answer:
Typically, we do not require a signature when we ship your package. However, there are instances when the delivery driver may decide to choose this option, which is at their discretion.
9.Question:I just received an email with my tracking number and the number shows my order was delivered. How is that possible?
Answer:
UPS recycles all of their tracking numbers. Sometimes, for a full day after a tracking number is assigned to a new package, the information available will pertain to a previous order that traveled -- sometimes months ago -- under that same number.
When this happens, please rest assured that your tracking information will be available within a short period of time and should indicate the correct delivery date. Once the package is scanned by UPS, you will also be able to click the "view package progress" link, and the updated tracking detail will be reflected.
10.Question:What are the shipping charges for returning an order?
Answer:
That’s simple – ziltch, zero, nada, nothing! Return shipping is absolutely free. Again, it’s our way of making eco-friendly and organic clothes shopping a simple, fun and affordable option for our customers. You can view our Shipping Policy in detail here.
Go to the FashionandEarth.com Homepage
Have questions? Prefer to order by Phone? We're here to help you!
Call us 24 hours a day - 365 days a year:
1.888.632.9990 or email us at admin@FashionandEarth.com
Order Status Questions
1.Question:What is the status of my order?
Answer:
After placing an order, you can view the order status 24 hours a day by simply clicking on the "My Account" link at the top right corner of every page of our site. Once there, log in to your account and you will be able to view information about your order.
2.Question:How do I change or cancel my order?
Answer:
Please contact us at 1.888.632.9990 or email us at admin@FashionandEarth.com immediately if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel.
Go to the FashionandEarth.com Homepage
Have questions? Prefer to order by Phone? We're here to help you!
Call us 24 hours a day - 365 days a year:
1.888.632.9990 or email us at admin@FashionandEarth.com
