Refund Policy

Last updated: 5 October 2026

We want you to love what you order from House of Ember. If you do not, or if something is not right, here is what to do.

Changed your mind

You can cancel your order for any reason within 14 days of the day you receive it. To do so, email us at houseofember.help@gmail.com with your order number and tell us you would like to cancel.

Once you have told us, you have a further 14 days to send the items back. We will give you the return address when you get in touch.

  • Please return items unused, in their original packaging where possible.
  • You are responsible for the cost of return postage when you have changed your mind. We recommend a tracked service and keeping proof of postage.
  • If an item has been used or handled more than was needed to check it, as you would in a shop, we may reduce the refund to reflect any loss in value.

We will refund the price of the items and the standard delivery charge you paid, to your original payment method, within 14 days of receiving the items back or of receiving proof that you have sent them.

Damaged, faulty or not as described

If your order arrives damaged, develops a fault or is not what you ordered, email us at houseofember.help@gmail.com with your order number and a photo of the problem as soon as you can.

  • Within 30 days of receiving the item, you can ask for a full refund.
  • After 30 days, we will offer a repair or replacement. If that is not possible or does not fix the problem, you may be entitled to a full or partial refund.
  • We will cover the reasonable cost of returning a faulty or incorrect item.

Orders that have not arrived

If your order has not arrived within 30 days of the date you placed it, contact us and we will offer you a replacement or a full refund.

Your legal rights

Nothing in this policy affects your legal rights as a consumer. For customers in the United Kingdom, that includes your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you live in another country, you also keep any rights you have under the consumer law of that country.

Contact

House of Ember
houseofember.help@gmail.com