Orders & Shipping | Help Centre

How long does shipping take?

It depends on where you live! All of our orders are fulfilled from our Northern Ireland warehouse. - UK Orders: Shipped by Royal Mail - usually arrive within 2 working days once dispatched. - Ireland Orders: Shipped by An Post - usually arrive 2-3 working days once dispatched - EU Orders: Delivered by your local postal courier and typically take 3-5 working days after dispatch. - Rest of the World: Delivery may take a bit longer due to customs processing, but rest assured, the service is always fully tracked.

Last updated on Sep 24, 2025

What should I do if my order says delivered but I didn't receive it?

We're sorry to hear that you're experiencing issues with your delivery. If your order shows as delivered but you haven’t received it, we recommend taking the following steps: 1. Check the tracking link provided for any delivery details or proof of delivery. 2. Visit your local post office to see if the item has been held there. 3. Look around your property and check with neighbours or any safe spots where the package might have been left. If you still can’t locate your package after these steps, please contact our support team - support@earthsecret.com and we’ll work together to resolve the issue as quickly as possible.

Last updated on Sep 24, 2025

How do I find out which post office / packstation my order has been delivered to?

Sometimes your order may be delivered to your local post office or packstation. To find out where your local depot is, we recommend entering your tracking ID into your local postal carrier’s website. If a delivery card has not been left and the location is not noted on your online tracking (which can happen due to GDPR regulations), you may need to contact the customer service for your local carrier to get more information. If you’re still having trouble locating your package, feel free to reach out to us—we’re here to help! Australia: https://auspost.com.au/ Belgium: https://www.bpost.be/en Canada: https://www.canadapost-postescanada.ca/cpc/en/home.page Czech Republic: https://www.postaonline.cz/en/trackandtrace Denmark: https://www.postnord.dk/en/ France: https://www.laposte.fr/ Germany: https://www.deutschepost.de/en/s/shipment-tracking.html Greece: https://itemsearch.elta.gr/en-GB/ Hungary: https://www.posta.hu/ Ireland: https://www.anpost.com/ Italy: https://www.poste.it/ Netherlands: https://www.postnl.nl/en/ Norway: https://www.posten.no/en/ Poland: https://emonitoring.poczta-polska.pl Portugal: https://www.ctt.pt/ Romania: https://www.posta-romana.ro/en Spain: https://www.correos.es/es/en/individuals Sweden: https://www.postnord.se/en/ United Arab Emirates: https://www.emiratespost.ae/ USA: https://tools.usps.com/go/TrackConfirmAction_input

Last updated on Sep 24, 2025

What should I do if my tracking hasn't updated?

We know that tracking delays can be incredibly frustrating, and we’re really sorry for any inconvenience caused. Most tracking numbers will update within two working days, so please be patient during this time. Sometimes, the shipping carrier may simply miss a scan on your package, which can cause temporary delays in tracking updates. If your tracking hasn't updated after a couple of days, let us know! While we can only see the same tracking information as you once the package leaves our warehouse, we’re always happy to help and support you through the process.

Last updated on Sep 24, 2025

Is your packaging recyclable?

Yes — our packaging is recyclable, and we're constantly working to make it even more sustainable. Here’s a breakdown: 🛍️ Outer packaging - Our shipping boxes and mailers are 100% recyclable and made from FSC-certified materials. - We use paper-based tape instead of plastic where possible. 🌿 Supplement pouches - Our pouches are compostable or recyclable, depending on the product line. - We’re moving toward fully home-compostable packaging for all products in the future. ✉️ Inserts & Labels - All inserts and thank-you cards are printed on recycled paper using eco-friendly ink. - Product labels are PEFC-certified and recyclable. 🔁 What you can do: To recycle our packaging: - Flatten your shipping box and place it in your household recycling. - Dispose of compostable pouches in your home compost or food waste bin (check local council rules). - If unsure about anything, just contact us — we’re here to help you recycle right.

Last updated on Sep 24, 2025

My order is missing an item, what should I do?

If you’re missing an item from your order, please notify us as soon as the order is delivered - support@earthsecret.com. To help us resolve the issue quickly, we ask that you: 1. Provide a photo of the item(s) you received along with the packing slip for reference. 2. Check your confirmation email to verify that the missing item is listed there. Our team is happy to help, and our goal is to get things sorted out for you as quickly as possible.

Last updated on Sep 24, 2025

My order has arrived damaged, what should I do?

Firstly, we’re very sorry this has happened. Please notify us as soon as the order is delivered - support@earthsecret.com To help us resolve the issue quickly, please follow these steps: 1. Take clear photos of the box, packing slip, and all item(s) received as soon as your order arrives. 2. Do not dispose of any items until you’ve heard from our team, as we may need them returned. Our goal is to get things sorted out for you as quickly as possible. Thank you for your cooperation and understanding - our team is here to help!

Last updated on Sep 24, 2025