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These Conditions of Purchase apply to orders placed through the Scales & Ember Online Store.
By placing an order, you confirm that you have read, understood, and agreed to these Conditions of Purchase, together with our Terms & Conditions, Shipping Information, Returns & Exchanges Policy, Privacy Policy, and any other policies referenced on our website.
Scales & Ember offers fashion, accessories, lifestyle products, and selected made-to-order or personalized items.
Product availability, materials, sizing, colors, packaging, production methods, and fulfilment times may vary depending on the product, collection, supplier, production partner, and shipping destination.
We make reasonable efforts to display product information, images, colors, descriptions, sizes, and prices accurately. However, slight variations may occur due to screen settings, photography, production methods, fabric handling, or natural differences in materials.
Many Scales & Ember products are made to order. This means selected items may be produced after your order is placed, rather than being held as ready-made stock.
Personalized products may include custom sizing, embroidered name labels, custom artwork, custom design elements, or other specifications requested by the customer.
Made-to-order and personalized products may require additional production time before dispatch. Where applicable, production or estimated dispatch information will be shown on the product page or communicated during the order process.
After placing an order, you may receive an order confirmation email. This confirms that we have received your order request.
We reserve the right to accept, refuse, cancel, or limit any order where necessary, including where there is an error in pricing, product information, availability, payment processing, shipping destination, suspected fraud, misuse of the website, or any other issue that prevents us from fulfilling the order.
If we are unable to accept or fulfil your order, we will contact you where possible and arrange any applicable refund.
Prices are displayed on the website in the currency available at checkout.
Payment must be completed through the payment methods available on the website at the time of purchase. Accepted payment methods may vary depending on your location, currency, payment provider, and checkout availability.
We reserve the right to correct pricing errors, product errors, promotional errors, or checkout errors. If an error affects your order after it has been placed, we may contact you to reconfirm the order at the correct price or cancel the affected order.
For Atelier, personalized, or custom design requests, additional charges may apply.
Any additional charges will be reviewed and communicated before payment is requested. Where applicable, we may provide a cost breakdown and secure payment link for approved custom work.
Custom requests are subject to review, feasibility, availability, and acceptance by Scales & Ember.
We offer free shipping to available destinations, subject to service availability and our Shipping Information page.
Delivery timelines may vary depending on the product, production requirements, destination, courier availability, customs processing, public holidays, regional disruptions, and other circumstances beyond our reasonable control.
Ready-to-ship items may dispatch sooner than made-to-order or personalized products.
A signature may be required upon delivery.
Free shipping does not necessarily include import duties, taxes, customs clearance fees, courier handling fees, or other local charges imposed by the destination country.
If import duties, taxes, customs fees, or other local charges apply, these are the responsibility of the customer unless clearly stated otherwise at checkout.
These charges are determined by local authorities, customs offices, or couriers and are not controlled by Scales & Ember.
You are responsible for ensuring that all order details are correct before submitting your order, including product selection, size, personalization details, shipping address, contact information, and payment information.
We are not responsible for delays, failed deliveries, or additional charges caused by incorrect, incomplete, or outdated information provided at checkout.
Certain products, payments, fulfilment, delivery, customer service tools, website features, or operational services may be supported by selected third-party partners.
These may include production partners, payment processors, logistics providers, couriers, website platforms, or other service providers.
Where third-party services are involved, their own terms, processing requirements, or delivery procedures may also apply.
You may request to cancel your order within twenty-four (24) hours of placing it by contacting us at [email protected] or through our Contact Us form.
Cancellation requests are not guaranteed and may depend on whether production, personalization, fulfillment, or shipping has already started.
Once the twenty-four (24) hour cancellation window has passed, or once production, personalization, fulfillment, or shipping has started, orders cannot be canceled for a refund unless required by applicable law.
For technical and production reasons, it may not be possible to change an order once it has been confirmed, processed, produced, personalized, or shipped.
Scales & Ember does not offer refunds for change of mind, sizing preference, buyer’s remorse, or personal preference on made-to-order or personalized products once the cancellation window has passed.
This does not affect any rights you may have under applicable consumer protection laws if an item is faulty, damaged, incorrect, or not as described.
If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us as soon as possible, and preferably within seven (7) days of receiving your order. This does not affect any rights you may have under applicable consumer protection laws.
If your request is reviewed and approved, we may arrange a replacement or exchange where appropriate. For approved faulty, damaged, or incorrect items, we will arrange courier collection of the affected item and send a replacement product at no additional cost.
Products should be used and cared for according to the instructions provided on the product page, care guide, label, or packaging.
We are not responsible for damage caused by misuse, neglect, incorrect washing, improper handling, alteration, accidental damage, or failure to follow care instructions.
We aim to keep all website information accurate and up to date. However, errors may occasionally occur, including errors in product descriptions, pricing, promotions, availability, images, shipping information, or checkout details.
We reserve the right to correct errors, update information, refuse orders, or cancel affected orders where necessary, subject to applicable law.
For questions about your order, product information, custom requests, shipping, exchanges, or these Conditions of Purchase, please contact us at [email protected] or through our Contact Us form.
Please include your order number and the email address used at checkout where applicable.
