De Ember currently ships to the UK, USA, Canada, Australia, and EU countries only. All packages are shipped from our warehouse in England via Royal Mail, UPS, or FedEx to optimise shipping time and efficiency. Shipping rates and details about shipping thresholds are shown during checkout.
Shipping & Delivery Process:
All orders are sent via tracked delivery to ensure safe and effective delivery to your doorstep. The customer is responsible for the import duties and taxes for shipments to the USA, Canada, Australia, and EU countries.
We typically ship all orders within 48 hours during business days (Monday – Friday) and do our best to ship the same day whenever possible. Please note orders from the UK that are more than £135 are subject to additional customs duties. You can find more information on the UK Government website here.
After your order has been shipped, tracked delivery within the UK typically takes 2–3 business days, but can take up to 5 business days depending on the shipping method and location.
For international orders, tracked delivery usually takes 7–9 business days, but may take up to 15 business days depending on the destination and customs processing times.
Please keep in mind that during holidays or limited edition launches and restocks, this time may vary.
Shipping and handling charges are calculated at checkout, and you can select a faster shipping option if you’re in a rush to receive your order.
Once your order has been dispatched, a tracking number from Royal Mail (or another logistics provider) will be sent to your email. This allows you to track your order every step of the way.
Refund Policy:
At De Ember, we are committed to ensuring your complete satisfaction with every purchase. Should you find it necessary to return an item, we invite you to review our policy outlined below, designed to clarify your rights and the procedures we provide for assistance.
- Consumer Rights (Compliance with UK Law)
In accordance with the Consumer Contracts Regulations (2013), you have the right to cancel your order within 14 days of receiving the goods for a full refund, excluding any additional delivery charges that may have been selected at checkout. This right applies to all our products, except those that are personalised or custom-made at your request.
At De Ember, we go a step further by offering a 30-day return policy (except those that are personalised or custom-made at your request). If you’re not completely satisfied with your purchase, you can return it within 30 days — as long as the item is unused and in its original packaging — for a full refund.
If the product is returned used, damaged, or without the original packaging, a partial refund may be issued upon our inspection of the returned item.
To request a return or refund, you must email us within 14 days of receiving your order. Once your request is approved, please ensure the goods are returned within 30 days from the day you received your order.
- Returning an Item
If you wish to return an item, please follow these steps:
- Notify Us: Contact us via email at admin@deember.com within 14 days of receiving your order to express your intent to return. Please include your order number and the reason for your return.
- Return Goods Promptly: Once you’ve notified us, please return the items within 30 days from the day you received your order. Products must be unused and in their original packaging for a full refund. If the product is returned used, damaged, or without the original packaging, a partial refund may be issued upon our inspection of the returned item
- Return Shipping: You will be responsible for the cost of return shipping, unless the item received is faulty or incorrect. We recommend using a trackable shipping service (e.g. Royal Mail Tracked 48) to ensure the safe return of your items.
- Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please notify us within 14 days of receipt by emailing admin@deember.com. We may request photographic evidence or a description of the issue to facilitate the resolution process.
- Replacement or Refund: If an item is found to be faulty, we will either provide a replacement or issue a full refund, including any standard shipping fees incurred.
- Return Shipping Costs: We will cover the return shipping costs for items deemed faulty, damaged, or incorrect.
- Refunds
Upon receipt and inspection of your returned item, we will process your refund within 14 days. Refunds will be credited to the original payment method and will include the full cost of the item (excluding any delivery charges), provided the entire order is returned.
- Exemptions
Certain items are exempt from our returns policy, including:
- Custom or Personalised Items: Products crafted to your specifications, including bespoke-scented or coloured wax pearls.
- Used or Opened Items: Items that are not in a condition suitable for resale or have been previously used.
Contact Us
For inquiries regarding returns, refunds, or exchanges, please reach out to our customer service team at admin@deember.com. We are devoted to assisting you and ensuring the returns process is as seamless as possible.
