FAQ
How long does delivery take?
The total estimated delivery time is 5–10 business days from the date of order, which includes an initial processing period of 1–3 business days. Orders placed before (GMT) Greenwich Mean Time (London) (Monday to Friday) enter processing the same day, while later orders are processed the next business day.
What are your return policies?
Our return window is 30 days from the date of delivery. Returns due to a change of mind are at the customer’s expense. Return shipping is covered by Hom & Ember for defective/damaged/incorrect items.
Items must be new, unused, in original packaging, and include all tags and accessories.
Can I cancel my order?
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.
For cancellations, please contact us at info@hom-ember.co.uk as soon as possible.
What if I receive the wrong product?
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. If the same issue occurs a second time, we will initiate a full refund.
The item must remain unused and include all original packaging and accessories.
Is my online order secure?
All transactions are encrypted using advanced SSL technology, and our payment system is compliant with PCI DSS.
Our site is regularly updated and monitored to protect your personal and financial information.
How much are the shipping costs?
All orders include free shipping within the UK. No additional shipping fees or hidden charges will apply.
Where is my package?
You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Tracking is available through our Track Your Order page.
Why isn’t my tracking number working?
It may take up to 48 hours for the tracking number to become active. If it’s still not working after that, reach out to us and we’ll assist you.
Can I exchange an item?
We accept exchanges for eligible products within 30 days of delivery. If your requested replacement is in stock, we’ll dispatch it once the original item has been received and inspected. Return shipping costs are the customer’s responsibility unless the exchange is due to a defect or error on our part. In that case, Hom & Ember will cover the return shipping. For exchange requests, please contact us at info@hom-ember.co.uk.
What if I entered the wrong shipping address?
It’s your responsibility to provide accurate and complete shipping information at checkout. If a parcel is returned due to incorrect details, we’ll contact you to arrange a reshipment or refund, minus return shipping costs where applicable. If the parcel is lost because of an address error, reshipping will require additional payment.
My question isn’t listed. What should I do?
Still have questions? Please email info@hom-ember.co.uk for more help.