Refund policy
Return & Refund Policy
At Ember & Oak, we want you to be completely happy with your purchase. If you have any questions or concerns about your order, please contact us at hello@emberoak.co.uk.
Returns
We accept returns within 30 days of delivery for unused and unopened items.
To be eligible for a return, the item must be returned in its original condition and packaging, where reasonably possible. We may refuse or reduce a refund where an item has been handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality.
To request a return, please contact us at:
Please do not send an item back without contacting us first. We will provide instructions for returning your order.
Unless the item is faulty, damaged or not as described, you are responsible for the reasonable cost of returning an unwanted item.
Your statutory cancellation rights
If you purchase from Ember & Oak online, you have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
Where you exercise this statutory cancellation right, we will refund the payments we have received from you, including the cost of our standard delivery service. If you selected a more expensive delivery option, we are not required to refund the additional cost.
We may make a deduction from your refund if the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality.
Refunds will normally be made using the original payment method and within the period required by law once the returned goods have been received or you provide appropriate evidence that they have been returned.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us as soon as reasonably possible if your item:
- Arrives damaged
- Is faulty
- Is defective
- Is the wrong item
- Does not match the description provided
Please contact hello@emberoak.co.uk with your order number and, where appropriate, photographs of the issue.
We will assess the issue and provide an appropriate remedy in accordance with your statutory consumer rights.
Nothing in this policy affects your legal rights as a consumer.
Candles and home fragrance products
For hygiene, safety and quality reasons, we ask that candles, wax melts, snap bars and scent pods being returned under our 30-day goodwill return policy are unused and unopened.
This does not affect your statutory rights where a product is faulty, damaged or not as described.
Sale items
Sale items are covered by the same statutory consumer rights as full-price items.
Our 30-day goodwill return policy also applies to sale items unless otherwise clearly stated at the time of purchase.
Exchanges
If you would like a different fragrance or product, please contact us at hello@emberoak.co.uk.
Depending on the circumstances, we may ask you to return the original item and place a new order.
Refunds
Once we receive your returned item, we will inspect it and confirm whether your refund has been approved.
Approved refunds will be made to your original payment method.
Please allow your payment provider or bank additional time to process the refund after it has been issued.
Contact us
For any questions about returns, refunds or your order, please contact:
Ember & Oak
Email: hello@emberoak.co.uk