1. Returns Overview
We want customers to feel confident when purchasing from Ember & Ivy. If you need to return an eligible item, please follow the return process described below.
Return requests must be submitted within 14 calendar days from the date your order is delivered.
2. Return Eligibility Requirements
To qualify for a return, items must meet the following conditions:
- The return request is submitted within 14 calendar days of delivery.
- The item must be unused and in its original condition.
- Products should include original packaging and any included accessories where applicable.
- Items must be returned in a condition suitable for resale.
3. Items That Cannot Be Returned
For hygiene and product condition reasons, certain items may not be eligible for return if they have been used, worn or altered after delivery.
Returns may also be declined where products are damaged, missing original packaging or do not meet the return requirements described above.
4. How To Request A Return
To request a return, please contact our customer support team with the following information:
- Order number.
- Name used when placing the order.
- Details of the item you wish to return.
- Reason for the return request.
After receiving your request, our team will provide return instructions and any information needed to complete the process.
5. Return Delivery Requirements
Customers are responsible for ensuring returned items are securely packaged and sent using an appropriate delivery method.
- Returned items should include order details for identification.
- Customers should keep proof of return shipment until the return has been completed.
- Items returned without prior contact may take longer to process.
6. Return Review Process
Once a returned item arrives, it will be checked to confirm that it meets the return requirements.
Return reviews are normally completed within 7 working days after the item has been received.
7. Refund Method And Processing Time
Approved refunds will be issued using the original payment method used for the order.
Refunds are normally processed within 5 working days after the return has been approved.
After processing, the time required for the refund to appear in the customer’s account may vary depending on the financial institution and account provider.
8. Delivery Charges And Refunds
Where a return is requested due to a change of preference or incorrect selection, original delivery charges may not be refundable.
If an item arrives damaged, faulty or incorrect, please contact us within 7 calendar days of delivery so we can review the issue and provide suitable assistance.
9. Exchanges
If you would like a different item, please contact our customer support team. Exchange requests are subject to product availability and return eligibility.
10. Order Cancellation Requests
If you need to cancel an order, please contact us as soon as possible after placing your order.
Cancellation requests can only be considered before the order has entered the dispatch process.
11. Contact Customer Support
For return and refund enquiries, please contact our support team:
Email:
support@emberivy.shop
Telephone:
0161 8520309
Support Hours:
Monday – Friday, 09:00 – 17:30