Sign up for exclusive updates

CLIENT SERVICE

Contact Us

Help / FAQs

Orders & Shipping

Returns & Exchanges​

Track Your Order

ABOUT US

Company Profile

Corporate Data

Responsible Sourcing

LEGAL

Terms & Conditions

Conditions of Purchase

Conduct & Ethics

Privacy Policy

Cookie Policy

ORDERS & SHIPPING

SHIPPING INFORMATION

We offer free worldwide shipping to available destinations.

While we aim to deliver to as many countries and regions as possible, there may be cases where we are unable to ship to a specific destination due to service restrictions, customs limitations, regional disruptions, courier limitations, or other logistical issues beyond our reasonable control.

If we are unable to fulfill or ship your order, we will contact you and cancel the affected order. In this case, you will receive a refund for the cancelled order.

Delivery timelines may vary depending on the product, destination, customs processing, courier availability, and whether the item is made to order or ready to ship.

Ready-to-ship items are usually dispatched within 1–2 working days, excluding weekends and public holidays. Made-to-order items may require additional production time before dispatch. Where applicable, production or estimated dispatch information will be shown on the product page or communicated to you during the order process.

Once dispatched, delivery typically takes 7–14 working days. Delivery may take longer due to customs processing, courier delays, destination restrictions, weather conditions, public holidays, regional disruptions, or other circumstances beyond our reasonable control.

A signature may be required upon delivery.

Once your order has been processed and shipped, you will receive an email confirmation with your shipping details and tracking number.

If you have created an account with the Scales & Ember Online Store, you may be able to view and track the status of your shipment through your account portal.

If you do not have an account, you may still track your order using the tracking details provided by email.

Click [Here] to access your account portal.

TAXES & DUTIES

Scales & Ember offers free shipping to available destinations. Free shipping does not necessarily include import duties, taxes, customs clearance fees, courier handling fees, or any other charges imposed by local authorities in the destination country.

If your country does not charge import taxes, customs duties, or similar fees, the amount shown at checkout may be the final amount payable for your order.

If your country requires import taxes, customs duties, customs clearance fees, courier handling fees, or any other import-related charges, these costs are the responsibility of the customer unless clearly stated otherwise at checkout.

These charges are determined by the customs authority, courier, or relevant local authority in your shipping destination. Scales & Ember does not control these fees and cannot guarantee the amount that may be charged.

Failure to pay required import charges may result in delays, return of the shipment, or cancellation of delivery. Any costs related to refused, rejected, or unclaimed shipments may be deducted from any eligible refund or charged to the customer, where permitted by law.

We recommend checking with your local customs office before placing an order if you are unsure about possible import charges.

ORDERS

Our Client Service team is available to support you during the order process. If you need help finding an item, navigating the website, understanding product information, or completing checkout, please contact us through our Contact Us form.

Click [Here] to access the Contact Us section.

The Scales & Ember Online Store allows you to enter a shipping address that is different from your billing address. This makes it possible to send an order to an office address, gift recipient, or another suitable delivery location.

Please ensure that all shipping details are accurate before placing your order. We are not responsible for delivery issues caused by incorrect or incomplete address information provided at checkout.

For technical and production reasons, it may not be possible to change an order once it has been confirmed, processed, produced, or shipped.

You may request cancellation within twenty-four (24) hours of placing your order by contacting us at [email protected] or through our Contact Us form. Cancellation requests are subject to our Cancellation and Exchange Policy.

Once the cancellation window has passed, or once production or fulfillment has started, orders cannot be cancelled for a refund unless required by applicable law.

Scales & Ember does not offer refunds for change of mind, sizing preference, or buyer’s remorse on made-to-order products. Where eligible, we may offer an exchange in accordance with our Exchange Policy.

This does not affect any legal rights you may have if an item is faulty, damaged, incorrect, or not as described.

If you receive a faulty, damaged, or incorrect item, please contact us within seven (7) days of receiving your order. Please include your order number, a description of the issue, and clear supporting photos where possible.

Once your request has been reviewed and approved, we will arrange courier collection of the defective or incorrect item and send a replacement product where appropriate.

Click [Here] to read more about our Exchange Policy.

Depending on the product purchased, your order may be packed in Scales & Ember garment bags, boxes, dust bags, or other suitable packaging.

In some cases, selected suppliers or production partners may use Scales & Ember-approved packaging that may differ slightly from packaging used by our main manufacturers.

Orders may be shipped in discreet or neutral outer packaging to help protect the shipment during transit.

Scales & Ember insures items against theft and accidental damage while in transit until they are delivered to the shipping address provided at checkout.

Once the order has been delivered to the specified shipping address, signed for where required, or marked as delivered by the courier, responsibility for the shipment passes to the customer, subject to applicable law.

If your package appears damaged upon arrival, we recommend refusing delivery where possible or making a clear note with the courier when accepting the package. Please also take photos of the damaged packaging and contact our Client Service team as soon as possible for further assistance.

Click [Here] to contact Client Service.

Promotion codes may be applied during checkout by entering the code in the coupon or promotion field located in your shopping bag or checkout page.

Promotion codes may be provided through promotional emails, website campaigns, or selected marketing channels.

Promotion codes are subject to availability, expiry dates, product exclusions, and any additional terms stated at the time of issue. Promotion codes cannot be applied after an order has been placed unless otherwise stated.