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These Terms & Conditions (“Terms”), together with the policies referred to in them, govern your use of scalesandember.com and its related pages and features (the “Site”), and any purchase you make through it. Orders are also governed by our Conditions of Purchase, Orders & Shipping page and Returns & Exchanges Policy.
In these Terms, “Scales & Ember”, “we”, “us” and “our” means Scales and Ember (Pty) Ltd (details in section 1). Service providers, such as our payment, hosting and delivery partners, help us run the Site, but your contract is with us.
By using the Site or placing an order, you agree to these Terms. If you do not agree, please do not use the Site. Nothing in these Terms limits any rights you have under the mandatory consumer protection laws of the country where you live.
Last updated: 3 November 2026
We may update these Terms from time to time, for example to reflect changes in the law or in how we operate. Updates apply from the date they are published on the Site. The version in force when you place an order applies to that order, unless the law requires a change, in which case we will tell you.
The Site is operated by Scales and Ember (Pty) Ltd.
Registered in the Republic of South Africa, registration number 2024/3444644/07
Director: Bader Awwad
Business address: DAMAC Tower, Unit 1912, Building 26, Suliman Al Nabulsi Street, Al-Abdali, Amman 11190, Jordan
Customer care: [email protected]
Privacy questions and Information Officer: [email protected]
Physical address for receipt of legal documents: the business address above.
Cooling-off: all customers may cancel within 14 days of delivery (this covers the 7-day right under section 44 of the South African Electronic Communications and Transactions Act); see section 16.
Security of payment: payments are processed by PayPal over encrypted connections (see section 12). Privacy: see our Privacy Policy. Dispute resolution: see section 26.
The Site and its content are owned by or licensed to Scales & Ember ("Site Content"). Site Content includes our trademarks, logos, brand and product names, designs, artwork, illustrations, photographs, videos, text, layouts and software.
Using the Site does not give you any ownership of, or rights in, the Site Content. You may view the Site for personal, non-commercial purposes. You may not copy, reproduce, publish, distribute, modify, create derivative works from, or commercially use any Site Content without our prior written consent or the consent of the relevant rights owner.
We grant you a limited, non-exclusive, non-transferable licence to use the Site for personal, non-commercial purposes. You must not use the Site in a way that:
We may restrict or suspend access where we reasonably believe these Terms have been breached, or for security, maintenance or legal reasons.
Our artwork, designs and illustrations are created by our own and commissioned artists, and are owned by or licensed to Scales & Ember. You may not use our trademarks, logos, designs, artwork or images without our prior written consent. We reserve all rights.
Some features require an account. You can register with an email address and password, or with Sign in with Google.
Please give accurate information and keep your login details confidential. You are responsible for activity under your account, unless it is caused by our fault or by a security issue within our control. Tell us promptly if you think your account has been accessed without permission.
We may suspend or close an account if we reasonably believe you have broken these Terms, given false information, or acted fraudulently or unlawfully. You can close your account at any time by contacting us.
You may send us messages, images, personalisation details, reviews or feedback ("Submitted Materials"). By sending them, you confirm that you own them or have permission to share them, and that they are lawful and do not infringe anyone's rights.
You keep ownership of your Submitted Materials. You give us a limited right to use, store, reproduce, adapt and process them as needed for the purpose you sent them, such as:
If we want to publish a review or image you send us, we will ask you first.
Unless agreed in writing, sending us an idea does not oblige us to keep it confidential, pay for it or use it, and does not stop us from developing similar ideas independently. We may refuse Submitted Materials that break these Terms, the law, third-party rights or our brand standards, for example offensive personalisation text.
When using the Site, you must not:
If these rules are broken, we may restrict access, cancel affected orders (with a refund of any amount paid), remove content, contact the authorities or take legal action.
We may review, remove or refuse content submitted through the Site where appropriate, but we are not required to monitor everything. We may disclose information to authorities where the law requires it, as described in our Privacy Policy.
We sell fantasy streetwear. Many designs are made to order in limited production runs.
Sold-out or archived products may still appear in lookbooks, campaigns or archive pages. We may change or discontinue products and collections, but this does not affect orders already confirmed.
When you place an order, you make an offer to buy. Your contract is formed when we send you the order confirmation email.
If we cannot fulfil an order, we will tell you and refund you in full. This includes cases where a product cannot be produced, payment cannot be processed, we cannot ship to your destination, we reasonably suspect fraud, or fulfilling the order would break the law, sanctions or export controls.
Many products are produced after you order. Unless a different time is shown at checkout or on the product page, we deliver within 30 days of your order.
All customers can cancel within 14 days of delivery, including for standard-size made-to-order items. Where the law allows, items personalised to your own specification (such as custom names or text) are excluded. If an item is excluded, we tell you on the product page before you order. Your rights for faulty or incorrect items always apply. See our Returns & Exchanges Policy.
Prices are shown at checkout. Where the law requires us to collect VAT, GST or sales tax at checkout, it is included in the price or shown before you pay. For delivery to the United Kingdom, the minimum order is the equivalent of more than GBP 135 of goods (shown at checkout); UK import VAT and any duties on these orders are collected by the courier on delivery. Checkout shows the total amount you pay us before you confirm your order.
You can pay with the payment methods shown at checkout, processed by PayPal and its card processing. Your payment may be subject to PayPal's own terms and security checks. We do not store your full card details. Your bank may charge its own fees, such as currency conversion or foreign transaction fees.
If a payment is declined or reversed, we may hold or cancel the affected order. If you have a problem with an order, please contact us first so we can try to resolve it quickly. This does not affect your right to raise a dispute with your bank or payment provider.
If we find an obvious error in the price or description of a product you have ordered, we will contact you. You can choose to confirm the order at the correct price or cancel it for a full refund. If we cannot reach you within a reasonable time, we will cancel the order and refund you in full.
Colours may look slightly different depending on your screen.
We offer free shipping by tracked international courier to the destinations available at checkout. We deliver within 30 days of your order, unless a different time is shown at checkout or on the product page. If we miss this time, you may cancel for a full refund.
Please make sure your delivery details are correct. We share the order and address details needed for delivery with couriers, customs brokers and production partners.
The goods are at our risk until you, or a person you nominate (other than the courier), take physical possession of them. If a parcel is lost or damaged in transit, we will replace it or refund you.
Where we are not required to collect taxes at checkout, your country may charge import VAT, GST, duties or clearance fees on delivery. These are payable by you. We explain this before you order, on our Orders & Shipping page and at checkout. You may be asked to authorise a courier to clear the parcel through customs on your behalf.
You can cancel any order within 24 hours of placing it, before production starts, for a full refund. All customers also have a 14-day right to cancel after delivery, and you pay the return postage. Where the law allows, items personalised to your own specification are excluded.
To cancel, email [email protected] or use our Contact Us form. Full details and a model cancellation form are in our Returns & Exchanges Policy.
If an item is faulty, damaged, incorrect or not as described, please contact us as soon as possible. We will pay for the return where needed, and provide a repair, replacement, price reduction or refund in line with your legal rights. These rights include the 2-year legal guarantee of conformity in the EU/EEA, the UK Consumer Rights Act 2015, the Australian Consumer Law and the South African Consumer Protection Act (6-month implied warranty of quality).
Please follow the care instructions on the product page and garment care label. We are not responsible for damage that happens after delivery through failure to follow the care instructions, incorrect washing or handling, misuse, alteration, accidents, or normal wear and tear.
Promotions may have their own terms, expiry dates and exclusions, which are stated when they are issued. Codes must be entered at checkout.
We may withdraw a promotion in cases of error, misuse or fraud. This will not affect orders already confirmed at the promoted price, except for obvious errors (see section 13).
You may link to the Site fairly and lawfully. You must not:
The Site may link to third-party sites and services, such as social media, PayPal or Google. We do not control them, and their own terms and privacy policies apply.
We aim to keep the Site secure and available, but we cannot guarantee that it will always be uninterrupted or error-free. This section relates only to the Site. It does not affect your legal rights regarding products you buy.
If we break these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failure to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses, because the Site is for personal use.
We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for:
We are not responsible for delays caused by events outside our reasonable control. If such an event delays your order by more than thirty (30) days, you may cancel for a full refund.
We sell to the destinations shown at checkout. We may decline orders to destinations we cannot serve for legal, payment or shipping reasons.
We may suspend or change the Site for maintenance, security, legal or operational reasons.
These Terms are governed by the laws of the Republic of South Africa. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, and you may bring proceedings in the courts of your country of residence. The United Nations Convention on Contracts for the International Sale of Goods does not apply.
If you have a complaint, please contact us first. You may also contact a consumer protection authority or alternative dispute resolution body in your country (in South Africa, the National Consumer Commission or an accredited ombud).
General terms:
For any complaint or question, contact [email protected] or use the Contact Us form. We aim to reply within 2 business days.
