Contact information

At Hom & Ember, we aim to assist you as efficiently and promptly as possible. This contact policy outlines how and when you can reach us.

1. Contact Options

You can contact us through the following channels:

• Email: For general questions, comments, or complaints, email us at info@hom-ember.co.uk. 
• Phone: You can call us on +447577003187 during our service hours.
• FAQ page: Many common questions are already answered on our FAQ page. We recommend checking it first.
• Postal address:
  1 Coldbath Square
  London
  EC1R 5HL
  United Kingdom
  

2. Customer Service Hours

Our customer service team is available during the following hours:

• Monday to Friday: 9:00–17:00 
• Saturday and Sunday: Closed

Messages received outside these hours will be answered on the next working day.

3. Response Time

We do our best to reply to all emails as quickly as possible. Most enquiries receive a response within 24 to 48 hours. During busy periods, it may take slightly longer.

4. Complaints

If you are dissatisfied with our products or service, you may file a complaint via info@hom-ember.co.uk. Please describe your issue clearly and include your order number if applicable.