FAQ (Frequently Asked Questions)

Frequently Asked Questions

Welcome to our FAQ page. Here you'll find answers to common questions about shopping with Emberlane Living. If you need additional assistance, please contact our customer support team.

Orders & Shipping

How long will my order take to arrive?
We offer two shipping options for UK deliveries. Free shipping takes approximately 10-14 business days, while Express shipping takes 7-11 business days. You'll receive tracking information via email once your order ships.

Do you offer international shipping?
Currently, we only ship within the United Kingdom. We're working on expanding our delivery coverage and hope to offer international shipping in the future.

How much does shipping cost?
We offer free standard shipping on all UK orders (10-14 business days). Express shipping (7-11 business days) is available for £6.99.

How can I track my order?
Once your order ships, you'll receive a confirmation email with tracking information. You can use this tracking number to monitor your delivery progress.

What if my item arrives damaged?
We take great care in packaging all items, but damage can occasionally occur during transit. If your item arrives damaged, please contact us within 48 hours of delivery at support@emberlaneliving.com with photos of the damage. We'll arrange a replacement or full refund.

Returns & Refunds

What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be unused, in original packaging, and in resaleable condition. Please contact our customer service team to initiate a return.

How do I return an item?
Contact us at support@emberlaneliving.com to request a return authorization. We'll provide return instructions and address. Please note that return shipping costs are the customer's responsibility unless the item is defective or incorrect.

When will I receive my refund?
Refunds are processed within 5-7 business days after we receive and inspect the returned item. The refund will be issued to your original payment method.

Can I exchange an item?
We don't offer direct exchanges. If you'd like a different item, please return the original product for a refund and place a new order for the item you prefer.

Products & Quality

Where do your products come from?
We work with trusted suppliers and manufacturers worldwide to source quality home decor pieces. Each product is selected for its craftsmanship, design, and durability to meet our quality standards.

Are product images accurate?
We strive to display accurate product images and descriptions. However, please note that colors may appear slightly different on various screens. Dimensions and specifications are listed in each product description.

How do I know what size to order?
Detailed measurements are provided in each product description. We recommend measuring your space before ordering and comparing it to the listed dimensions to ensure the perfect fit.

Do you offer product warranties?
Many of our products come with manufacturer warranties. Specific warranty information is noted in individual product descriptions where applicable.

Payment & Security

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as other secure payment methods displayed at checkout. All transactions are processed securely through our payment provider.

Is my payment information secure?
Yes. We use industry-standard SSL encryption to protect your payment information. We never store your full credit card details on our servers.

Can I modify or cancel my order?
Please contact us immediately at support@emberlaneliving.com if you need to modify or cancel your order. We'll do our best to accommodate your request, but once an order has been processed and shipped, it cannot be cancelled.

Customer Service

How can I contact customer service?
You can reach us by email at support@emberlaneliving.com or by phone at +44 7853 785319 during business hours (Monday-Friday, 9:00 AM - 5:00 PM GMT).

What are your customer service hours?
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT. We respond to all emails within 24-48 hours during business days.

Product Care & Maintenance

How do I care for my home decor items?
Care instructions vary by product material. General guidelines and specific care recommendations are included with each product description and on product tags or packaging.

Are your textiles machine washable?
Washing instructions are specific to each textile product. Please refer to the product description and care labels for detailed cleaning instructions.

Still Have Questions?

If you didn't find the answer you're looking for, we're here to help. Contact our customer service team at support@emberlaneliving.com or call us at +44 7853 785319.

Company Information
Company Name: Venti Brands LTD
Business Address: 71-75 Shelton Street, London WC2H 9JQ, United Kingdom
Company Number: 16511561