Refund policy

Last updated: 30 September 2026

We want you to love your order. If something is not right, this policy explains how to return it. Nothing in this policy affects your statutory rights under UK consumer law.

Changed your mind?

  • You can cancel your order for any reason. Tell us within 15 days of the day you receive it by emailing info@emberandeave.co.uk with your order number.
  • Please contact us before sending anything back. We will reply with the correct returns address, as many items go back to our suppliers' warehouses rather than to us.
  • Send the item back within 14 days of telling us you want to cancel.
  • Items should be unused and returned in their original packaging where possible. You can open and inspect items as you would in a shop, but we may reduce your refund if an item has been used, damaged or has lost value because of handling beyond that.
  • You pay the cost of returning the item. We recommend a tracked service, as we cannot refund items that do not reach us.

Faulty, damaged or wrong item?

  • If an item arrives faulty, damaged or is not what you ordered, email us within 30 days of delivery with your order number and photos of the problem.
  • We will offer a replacement or a full refund, and we will cover any return postage. In many cases we will not need the item back.
  • If a fault appears after 30 days, contact us anyway. You still have rights under the Consumer Rights Act 2015, and we will help you get a repair, replacement or refund where you are entitled to one.

Refunds

  • We will refund you within 14 days of receiving your return, or of receiving proof that you have sent it, whichever is sooner. For faulty items we do not need back, we will refund within 14 days of agreeing the refund with you.
  • If you cancel your whole order, your refund includes the standard delivery charge you paid. We do not refund the extra cost of any more expensive delivery option you chose.
  • Refunds go back to your original payment method. Your bank may take a few extra days to show the money in your account.

Cancelling before dispatch

If your order has not been dispatched yet, email us as soon as possible and we will cancel it and refund you in full.

Customs charges

If you refuse delivery of an order because of import taxes or duties, we will refund the price of the items once the parcel is returned to us or our supplier, minus any return costs we are charged.

Contact

Ember and Eave, Nottingham, United Kingdom. Email info@emberandeave.co.uk or use our contact form.