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Returns & Exchanges

Many Scales & Ember pieces are made to order in limited production runs. This page explains how to cancel or return an order, and your legal rights if something is wrong with it. Nothing on this page limits the rights you have under the consumer laws of the country where you live.

Last updated: 3 November 2026

You can cancel any order within twenty-four (24) hours of placing it by emailing [email protected] or using our Contact Us form. If production has not started, we will cancel the order and refund you in full to your original payment method.

This 24-hour window is an extra courtesy. It does not replace or shorten your 14-day right to cancel below.

All customers, wherever they live, can cancel their order within fourteen (14) days without giving any reason. This includes standard-size items that are made to order, such as our One-Fit and One-Fit+ pieces.

The 14 days start on the day you, or a person you name (other than the courier), receive the item. If your order arrives in several parcels, they start on the day you receive the last one.

Before the 14 days run out, tell us clearly that you want to cancel:

  • by email to [email protected], with your name, order number and the items you are cancelling; or
  • through our Contact Us form.

You can use the model cancellation form at the bottom of this page, but you do not have to. We will confirm receipt of your cancellation by email.

When you contact us, we will send you the returns address. Please send the item back within fourteen (14) days of telling us you are cancelling. You pay the cost of returning the item.

Please pack the item securely. You may handle and try on the item as you would in a shop. If it has been worn, washed, altered or handled more than needed to check its nature, characteristics and fit, we may reduce your refund to reflect the loss in value.

We will refund all payments for the cancelled items, including any standard delivery charge, within fourteen (14) days of the day you tell us you are cancelling. We may wait until we receive the item back, or you show proof that you sent it, whichever is earlier. We refund to the original payment method and do not charge any fee for the refund.

Where the law allows, the 14-day right to cancel does not apply to items personalised to your own specification, for example items with your custom name or text. If this applies to an item, we tell you on the product page before you order. You can still cancel these within 24 hours if production has not started, and your rights for faulty or incorrect items (section 3) always apply.

If your item is faulty, damaged, incorrect or not as described, please email [email protected] with:

  • your order number;
  • the email address used at checkout;
  • a short description of the issue;
  • photos or videos where possible.

Please contact us as soon as you can, ideally within seven (7) days of delivery, so we can help quickly. This is a request, not a deadline. Your legal rights last longer.

We aim to reply within 2 business days. If the item needs to come back, we will arrange and pay for its return. Please include the packaging and tags if you still have them; missing packaging will not affect a valid claim.

We will inspect the item. Damage caused after delivery, for example by misuse, accidents or not following the care instructions, is not a fault, and we will explain this to you.

Depending on the law where you live, you can choose:

  • a free repair or replacement; or
  • a price reduction or full refund, if a repair or replacement is not possible, is not done within a reasonable time, or would cause you significant inconvenience.

If you prefer a refund and the law gives you that right, we will refund you.

  • EU/EEA: we are responsible for any lack of conformity that exists at delivery and becomes apparent within two (2) years of delivery (legal guarantee of conformity).
  • United Kingdom: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You can reject a faulty item for a full refund within 30 days of delivery. After that, you are entitled to a repair or replacement, and if that fails, a price reduction or refund. Claims can be made for up to six (6) years (five in Scotland).
  • Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you are entitled to a replacement or refund and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure is not a major failure.
  • South Africa: under the Consumer Protection Act (sections 55 and 56), you may return defective goods within six (6) months of delivery and choose a repair, replacement or refund. Under the Electronic Communications and Transactions Act (section 44), you may cancel within 7 days of delivery; our 14-day right to cancel covers and extends this.
  • Other countries, including the United States, Canada, the GCC/UAE and Jordan: you have the rights given by your local consumer laws, and nothing in our policies limits them.

To change size or colour, cancel within your 14-day period and place a new order, or contact us and we will help where production allows.

You are entitled to a refund:

  • when you cancel within 24 hours, before production starts;
  • when you use your 14-day right to cancel;
  • when your item is faulty, damaged, incorrect or not as described and the law gives you a refund;
  • when we do not deliver within the agreed time;
  • when we cannot fulfil or ship your order.

Your bank or payment provider may take a few extra days to show the refund.

Email [email protected] or use our Contact Us form. Please include your order number and the email address used at checkout.

Seller: Scales and Ember (Pty) Ltd (registered in the Republic of South Africa, registration number 2024/3444644/07), business address: DAMAC Tower, Unit 1912, Building 26, Suliman Al Nabulsi Street, Al-Abdali, Amman 11190, Jordan.

(Complete and return this form only if you wish to cancel the contract.)

To: Scales and Ember (Pty) Ltd, DAMAC Tower, Unit 1912, Building 26, Suliman Al Nabulsi Street, Al-Abdali, Amman 11190, Jordan. Email: [email protected]

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date: