Returns & Refunds
Our policy on hand-finished and bespoke goods.
Bespoke & Personalized Items
In accordance with UK Consumer Law regarding "goods made to the consumer’s specifications or clearly personalised," we do not offer returns, exchanges, or cancellations on any custom-made or personalized pieces once work has commenced.
Damaged or Defective Goods
The only exception to our no-returns policy is in the case of goods that arrive damaged or are found to be fundamentally defective.
- Damage must be reported to the studio within 48 hours of delivery.
- Photographic evidence of the damage and packaging is required.
- Resolution (repair, replacement, or refund) is at the sole discretion of Heart & Embers Studio.
- If a return is authorized, the item must be returned in its original packaging at the expense of the customer.
Returns Process
To report an issue with your order, please use your Ember Board (for registered users) or contact us directly at studio@heartandembers.uk with your order reference number.