Returns & Refunds

We want you to be happy with your EMBER order. If you change your mind about a purchase, you can request a return within 14 days of receiving your order by emailing us at hello@emberuk.co.uk.

How to request a return

Please email hello@emberuk.co.uk within 14 days of receiving your order, including your order number and the item(s) you would like to return.

We’ll then provide you with the return instructions.

Items must be returned unused, unopened and in their original condition.

Items that cannot be returned

We are unable to accept change-of-mind returns for items that have been opened or used, or for personalised items.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Return postage

Unless an item is faulty, damaged or not as described, the cost of returning an unwanted item is the responsibility of the customer.

If your item arrives damaged, is faulty, or is not what you ordered, please contact us as soon as possible and we’ll help resolve this for you.

Refunds

Once your return has been received and checked, we’ll process your refund to the original payment method.

Refunds are normally processed within 5 working days of receiving your returned item. Please allow additional time for your bank or payment provider to process the refund.

Where applicable, refunds will include the standard delivery charge paid when the original order was placed. Additional charges for upgraded delivery are not refundable.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or is not what you ordered, please email hello@emberuk.co.uk with your order number and details of the issue. If possible, please include photographs of any damage so we can help resolve the issue quickly.