Refund policy

At Ember & Oak, every order is carefully prepared and processed specifically for our customers. Because of the custom and handcrafted nature of our products, all sales are considered final.

Order Cancellations

Orders may be canceled within 12 hours of purchase.

After 12 hours, orders enter processing and production and can no longer be canceled, modified, or refunded.

Please review your order details carefully before completing your purchase.

Returns

We do not accept returns for any of the following reasons:

  • Changed your mind
  • No longer want the item
  • Ordered by mistake
  • Personal preference
  • Expected a different size or appearance
  • Incorrect shipping address entered during checkout
  • Delays caused by the shipping carrier

Because our products are made and prepared specifically for each customer, we do not accept returns for buyer's remorse or personal preference.

Refund & Replacement Eligibility

Refunds or replacements may only be approved under the following circumstance:

Item Arrived Damaged

If your item arrives damaged during transit, please contact us within 7 days of delivery.

To process your claim, please provide:

  • Clear photos of the damaged product
  • Clear photos of the packaging
  • Your order number

Once reviewed and approved, we may offer a replacement or refund at our discretion.

Non-Refundable Situations

Refunds will not be issued for:

  • Change of mind
  • Incorrect address provided by the customer
  • Shipping delays outside of our control
  • Refused deliveries
  • Orders canceled after the 12-hour cancellation window
  • Minor variations that may occur due to the handcrafted nature of the product

30-Day Warranty

We stand behind the quality of our products.

If your item experiences a manufacturing defect within 30 days of delivery, please contact our support team with photos and a description of the issue.

Approved claims may qualify for a replacement product.

This warranty does not cover accidental damage, misuse, normal wear and tear, or issues caused by improper handling.

Contact Us

If you have any questions regarding this policy, please contact us:

Ember & Oak
Email: info@emberoak.shop

We are committed to providing excellent customer service and will do our best to assist you.