Refund & Replacement Policy

At Embers Gift Emporium, we’re committed to supporting our retail partners by ensuring every order fulfilled on your behalf is picked, packed, and shipped with the utmost care. While we strive for accuracy and quality in every dispatch, we understand that there may be occasions when a refund or replacement is required.

This policy outlines how we handle such situations to ensure a fair and efficient process for both you and your customers.

1. Damaged or Faulty Items

If an item arrives damaged or faulty, please notify us within 28 days of delivery.

To help us resolve the issue promptly, please provide:

• The order number
• Clear photos showing the damage or defect
• A brief description of the issue

Once verified, we’ll arrange a replacement or refund for the affected item.

We may request that the damaged item be returned for inspection, depending on the product type.

2. Incorrect Item Received

If an incorrect product has been received, please contact us within 28 days of delivery.

Include:

• The order number
• A photo of the item received
• A photo of the packaging label

After verification, we’ll ensure the correct item is shipped promptly or issue a refund if the correct item is unavailable.

3. Order Not Received

If your order has not arrived within the estimated delivery timeframe, first of all please check tracking information for updates or delivery attempts.

Then share the shipping address so we can confirm the delivery has gone to right place.

If the order is confirmed lost in transit, we will offer either a replacement or refund, depending on availability and courier confirmation.

After verification, a replacement order will be sent within 3 working days. We will cover the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.

Please note that delays caused by local postal services, or other external factors are not eligible for automatic refunds.

4. Return Shipping

When a return is approved, we’ll provide the appropriate return address and instructions.

Unauthorised returns or items sent directly to our warehouse without approval may not be processed.

Unless the return is due to our error (damaged, defective, or incorrect item), return shipping costs are not covered by us.

5. Refunds

Approved refunds will be processed within 7 days of receiving the returned item or verifying the issue.

Refunds will be made to the original payment method used for the order.

Please note that processing times may vary depending on payment provider policies.

6. How to Report an Issue

To initiate a return, refund, or replacement request, please email:
support@embersgiftemporium.co.uk

Include the following details:

• Order number
• Description of the issue
• Relevant photos (if applicable)

Our team will review your request and respond within 2 business days.