Refund policy

Last updated: March 9, 2026

1. Overview

At Hom & Ember, we want you to shop with confidence. If you’re not satisfied with your purchase, we offer a simple and transparent return process. This policy applies to all orders shipped within the United Kingdom, the United States, Ireland, France, Australia and Denmark.

2. Return Eligibility

Return window: 30 days from the date of delivery.
Accepted conditions: Items must be new, unused, in original packaging, and include all tags and accessories.

3. Accepted Return Reasons

  • Defective or damaged items
  • Incorrect item received
  • Customer changed mind

4. How to Initiate a Return

Email info@hom-ember.co.uk with your order number and reason (optional)
If applicable, include photos or videos of any damage or defects.
We’ll send a Return Authorization Number (RAN) and return instructions.

5. Return Shipping & Responsibility

For defective/damaged/incorrect items: Hom & Ember covers the full return shipping cost and provides a prepaid label.
For customer remorse (e.g. changed mind): return shipping is at the customer’s expense. We do not provide prepaid labels in these cases.

6. How to Return Items

Use a trackable mail service.
Include the Return Authorization Number (RAN) inside the package.
Items must be securely packaged in their original box.

7. Return Address

Hom & Ember Returns
1 Coldbath Square
London
EC1R 5HL
United Kingdom

Note: Returns without prior authorization will not be accepted.

8. Exchanges

We accept exchanges for eligible products within 30 days of delivery. If your requested replacement is in stock, we will dispatch it once your original item has been received and inspected.

Exchange items must meet the same condition requirements as returns.
If the new item has a different price, we’ll contact you before proceeding.
Return shipping costs for exchanges are covered by Hom & Ember only if the exchange is due to a defect or error on our part.

9. Restocking Fees

No restocking fees apply to any return or exchange.

10. Refund Processing

Refunds are issued to the original payment method.
We process refunds within 7 business days of receiving and inspecting your return.
You’ll receive an email confirmation once your refund is complete.

11. Order Cancellations

Orders can be cancelled before they are shipped. If your order has already been dispatched, you may return it following the standard return process upon delivery.

12. Damaged, Defective, or Incorrect Items

We’re committed to ensuring your order arrives in perfect condition. If your item is damaged, defective, or incorrect upon delivery:

Please contact us within 7 days of receiving your order at info@hom-ember.co.uk. Include your order number and clear photos of the issue.
After verification, we will first send a free replacement for the affected item.
If the same issue occurs a second time, we will then initiate a full refund to your original payment method.
The item must remain unused and include all original packaging and accessories.

13. Lost or Undelivered Orders

Please notify us within 7 days of the estimated delivery date if your parcel has not arrived.
If your order is confirmed lost after investigation with the carrier, we will issue a replacement or full refund.
Orders not delivered within 60 days from shipment are considered lost.

14. Exceptions

Custom/personalized items: Not eligible for return or exchange.

15. Contact Information

Still have questions? Please email info@hom-ember.co.uk or visit our FAQ page for more help.

Company Name: Hom & Ember
Address: 1 Coldbath Square, London, EC1R 5HL, United Kingdom
Email: info@hom-ember.co.uk
Phone: +447577003187