Shipping policy
Shipping Policy
At Etch & Ember Studio, every order is created especially for you. Whether it's embroidered, engraved, printed or personalised, we carefully make each item to order before it's packed and dispatched.
We believe quality craftsmanship is worth the wait.
Order Processing
Most orders are made and dispatched within 3–7 working days.
During busy periods (such as Christmas, Father's Day, Mother's Day or other seasonal events), processing times may be slightly longer. If this happens, we'll always do our best to keep you informed.
Orders containing multiple personalised items may also require additional production time.
Delivery Times
Once your order has been dispatched, estimated delivery times are:
United Kingdom
- Standard Delivery: 2–4 working days
- Express Delivery (where available): 1–2 working days
International delivery times vary depending on the destination and local customs processing.
Please note that delivery estimates begin after your order has been dispatched, not from the date of purchase.
Shipping Confirmation
You'll receive a dispatch confirmation email once your order has been shipped.
Where available, tracking information will also be provided so you can follow your parcel's journey.
Personalised Orders
Because many of our products are personalised or made to order, production begins shortly after your order is placed.
For this reason, we may be unable to amend or cancel your order once production has started. If you need to make a change, please contact us as soon as possible at:
enquiries@etchandemberstudio.com
We'll always do our best to help where we can.
Incorrect Delivery Address
Please ensure your shipping address is correct before completing your order.
Etch & Ember Studio cannot be held responsible for delays, lost parcels or additional postage costs resulting from an incorrect or incomplete delivery address supplied by the customer.
If a parcel is returned to us due to an incorrect address, additional shipping charges may apply before it can be resent.
Lost or Delayed Parcels
While we work with trusted delivery partners, delays can occasionally occur that are outside our control.
If your parcel hasn't arrived within a reasonable time after dispatch, please contact us and we'll investigate with the courier.
Damaged Parcels
If your order arrives damaged, please contact us within 7 days of delivery with photographs of both the packaging and the item.
If the damage occurred during transit, we'll work quickly to resolve the issue by arranging a replacement or refund where appropriate.
Customs & Import Charges
International customers are responsible for any customs duties, taxes or import fees charged by their country.
These charges are not included in the purchase price or shipping costs and are outside of our control.
Questions?
If you have any questions about your order or shipping, we'd be happy to help.