Returns & Refunds Policy
At Emberlane Living, we want you to love every piece you bring into your home. If you're not completely satisfied with your purchase, we're here to help make it right.
30-Day Return Window
You have 30 days from the date of delivery to return eligible items for a refund. To qualify for a return, items must be unused, in their original condition, and in the original packaging with all tags and labels attached.
Items Eligible for Return
Most products can be returned within our 30-day window. However, certain items cannot be returned for hygiene or safety reasons, including bedding, bath linens, and personalized or custom-made items. If you're unsure whether your item is eligible, please contact our customer service team.
How to Initiate a Return
To start a return, please contact us at support@emberlaneliving.com with your order number and reason for return. Our team will provide you with a return authorization and detailed instructions, including the return address.
Please do not send items back without first contacting us, as unauthorized returns may not be processed.
Return Shipping Costs
Customers are responsible for paying return shipping costs unless the item received was damaged, defective, or incorrect. We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking information. Emberlane Living is not responsible for items lost or damaged during return transit.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery at support@emberlaneliving.com with photos of the damage. We will arrange a replacement or full refund at no cost to you, including return shipping.
Refund Processing
Once we receive your returned item, our team will inspect it to ensure it meets our return criteria. Refunds are processed within 5-7 business days after approval. The refund will be issued to your original payment method.
Please note that it may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or card provider.
Partial Refunds
In some cases, only partial refunds may be granted for items that are returned in used condition, with missing parts, or not in their original packaging. If applicable, we will contact you before processing a partial refund.
Non-Refundable Items
The following items cannot be returned or refunded:
- Gift cards
- Clearance or final sale items (marked as such at the time of purchase)
- Personalized or custom-made products
- Bedding and bath linens (unless defective or damaged)
- Items returned after 30 days from delivery
Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please return your original purchase for a refund and place a new order for the item you prefer.
Late or Missing Refunds
If you haven't received your refund within the expected timeframe, please first check your bank account again and contact your credit card company or bank, as processing times can vary. If you've done this and still have not received your refund, please contact us at support@emberlaneliving.com.
Questions About Returns?
If you have any questions about our returns policy or need assistance with a return, please don't hesitate to contact our customer service team.
Email: support@emberlaneliving.com
Phone: +44 7853 785319
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM GMT
Company Information
Company Name: Venti Brands LTD
Business Address: 71-75 Shelton Street, London WC2H 9JQ, United Kingdom
Company Number: 16511561
