Refund Policy
We want you to love our Ember Cubs purchase! If something's not quite right, we're here to help. Please read our returns and refund policy below.
Returns
Returns are accepted within 14 days of delivery on non-customised items if:
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The item is unused, unwashed and in original condition
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The item is returned in the original packaging (where possible)
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The item still has its labels attached (where possible)
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You email us first to request a return
To start a return, please contact us at sales@embercubs.co.uk with your order ID and reason for returning.
Please note - we do not cover the cost of returns
Items Not Eligible for Return
We're unable to accept returns or offer refunds on:
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Personalised or embroidered items unless:
- The item is faulty
- An error was made by Ember Cubs
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Items that have been worn, washed or damaged
Exchanges
We do not offer automatic exchanges. If you'd like a different size or product, please return the original (if eligible) and place a new order.
Please note - we do not cover the cost of returns
Refunds
Once we've received and inspected your return, we'll process your refund within 5-7 working days. Refunds are made to your original payment method.
Please note:
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Original delivery charges are non-refundable
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You are responsible for return postage unless the item is faulty
Personalisation:
Items are made to order.
Please ensure ALL custom details are correct (e.g. name, spelling, size and colour) at the time of ordering. We are not responsible for errors provided by the customer. Production begins after the order was placed.
Faulty or Incorrect Items
If your order arrives damaged or you receive the wrong item, please email us within 7 days of delivery at sales@embercubs.co.uk . We'll make it right as quickly as possible.
Return Address
We'll provide the full returns address once you contact us to arrange a return.
If there is a problem with your order, please contact us within 7days of delivery with clear photographic evidence.
For any questions in regards to an order already placed, please contact sales@embercubs.co.uk but for anything else, info@embercubs.co.uk - We're happy to help!