Simple UK delivery, clear returns and no need to chase a warehouse yourself. Ember & Thorne remains your retailer and your point of contact throughout.
Delivery
Most Ember & Thorne orders are fulfilled from a UK distribution centre. Orders are normally prepared for dispatch promptly, but dispatch and delivery estimates are not guarantees.
For UK mainland parcels, lighter orders are normally sent by a tracked parcel service and can take around 2–5 working days after dispatch. Heavier courier parcels may arrive sooner. If an order contains products that require a different service, the available option and charge will be shown at checkout.
The £3.95 standard-delivery rate and free delivery over £35 apply to eligible UK mainland orders. Delivery to Northern Ireland, islands or other locations that require a different courier service may be priced separately at checkout.
Changing or cancelling an order
If you need to change an address or cancel an order, contact us as soon as possible at hello@emberandthorne.co.uk. Once an order has entered fulfilment or been dispatched, we may not be able to stop or redirect it.
Returns when you change your mind
For most goods bought online, you can tell us that you want to cancel within 14 days of receiving the order. You then have a further 14 days to return the goods. Please contact us first so we can provide the correct return instructions.
Unless the item is faulty, damaged or incorrect, you are normally responsible for the cost of returning it. Products should be handled only as much as you reasonably would in a shop. We may make a lawful deduction if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning.
Where a cancellation right applies, we refund the price paid and the cost of our standard outbound delivery service. If you chose a more expensive delivery option, the additional amount is not normally refundable. Refunds are made using the original payment method and within the legal time limits once the returned goods have been received or you provide acceptable evidence of return.
Items that cannot normally be returned for change of mind
There are legal exceptions to the cancellation right. These can include personalised or made-to-order goods and sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken. This does not affect your rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.
Damaged, faulty, missing or incorrect items
Please contact us as soon as you notice a problem, with your order number and photographs where useful. We will deal with the issue as the retailer. Your statutory rights under UK consumer law are not affected by this policy.
Please do not send a return to an address you find elsewhere. Contact us first so we can give you the correct return route for that order.