Refund policy
Returns & Refunds Policy
At Etch & Ember Studio, every item is handcrafted, embroidered, printed or engraved to order. Because many of our products are personalised, we ask that you carefully review all personalisation details before placing your order.
30-Day Return Policy
You have 30 days from the date you receive your order to contact us regarding an eligible return.
To qualify for a return, your item must be:
- Unused and unworn
- In its original condition and packaging
- Accompanied by proof of purchase
To begin a return, please contact us at:
enquiries@etchandemberstudio.com
If your return is approved, we'll provide instructions on how to return your item. Returns sent without prior authorisation cannot be accepted.
Personalised & Made-to-Order Items
As the majority of our products are made specifically for you, please double-check all spelling, wording, dates, names, uploaded images and personalisation details before placing your order.
By completing your purchase, you confirm that:
- All spelling, grammar and dates are correct.
- Any uploaded artwork or photographs are suitable for use.
- You are happy with the design and preview (where applicable).
Unfortunately, we cannot offer refunds, exchanges or replacements for:
- Spelling mistakes supplied by the customer
- Incorrect dates or wording entered during ordering
- Customer-approved designs
- Uploaded images that are low quality or unsuitable for printing
- Change of mind on personalised or custom-made products
As every personalised item is created specifically for you, these orders cannot be resold.
Manufacturing Faults & Incorrect Orders
Your satisfaction is important to us.
If your order arrives:
- Damaged in transit
- With a manufacturing defect
- Incorrect due to an error on our part
- Different from the personalisation you submitted
please contact us within 7 days of delivery with photographs of the issue.
If the problem is confirmed to be our responsibility, we will happily:
- Replace the item at no additional cost, or
- Issue a full refund where appropriate.
Damages During Delivery
Please inspect your order as soon as it arrives.
If your parcel has been damaged during transit or arrives with missing items, please contact us immediately at enquiries@etchandemberstudio.com so we can investigate and resolve the issue.
Non-Returnable Items
We cannot accept returns for:
- Personalised or customised products (unless faulty or incorrect due to our error)
- Sale or clearance items
- Gift cards
If you're unsure whether your purchase is eligible, please get in touch before ordering.
Exchanges
As all personalised products are made to order, we cannot offer exchanges for customer errors or change of mind.
If your item has a manufacturing fault or we've made an error with your order, we'll arrange a replacement as quickly as possible.
European Union 14-Day Cooling-Off Period
For customers within the European Union, you may have the right to cancel your order within 14 days under consumer law.
However, this right does not apply to personalised or custom-made goods that have been produced specifically to your requirements, as permitted under applicable consumer legislation.
If your order is not personalised, your statutory rights remain unaffected.
Refunds
Once we receive and inspect an eligible returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that banks and card providers may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: