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Many Scales & Ember products are made to order to support considered production, reduce unnecessary waste, and maintain our quality standards.
For this reason, we do not offer refunds for change of mind, sizing preference, buyer’s remorse, or personal preference once the cancellation window has passed.
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. If your cancellation request is approved within this period and production or fulfilment has not started, your order will be cancelled and refunded in accordance with our Cancellation Policy.
After the twenty-four (24) hour cancellation window has passed, or once production, personalization, or fulfilment has started, orders cannot be cancelled for a refund unless required by applicable law.
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.
Personalized items, including custom sizing, embroidered name labels, custom design elements, or any other made-to-order specifications, are non-refundable and non-returnable unless they arrive faulty, damaged, incorrect, or not as described.
Please contact us within seven (7) days of receiving your order by emailing [email protected] or by completing the form on our Contact Us page.
Once we receive your request, our team will review the details provided. We may ask for additional information, including your order number, photos, videos, or further details about the issue.
We will contact you within one to seven (1–7) business days with the outcome of our review and the next steps.
If your exchange request is approved, we will arrange for a courier to collect the faulty, damaged, or incorrect item from the address agreed with you.
Please ensure the item is packed securely and ready for collection at the agreed time. Where possible, the item should be returned with its original packaging, product tags, authenticity labels, cards, dust bags, and any other included materials.
Once the item has been collected and received, it may be inspected to confirm the issue and ensure it matches the approved exchange request.
Items that have been self-damaged, stained, washed, worn, altered, misused, or damaged after delivery may not be accepted for exchange.
Once the exchange is approved and processed, we will arrange for a replacement item to be sent to you at no additional cost.
Replacement items are usually dispatched within seven to fourteen (7–14) business days after approval, depending on product availability, production requirements, and shipping destination.
You will receive a confirmation email once your replacement has been processed or dispatched.
Items returned for exchange must be handled with care and returned in suitable condition.
We may reject an exchange request if the item has been:
This does not apply where the issue is confirmed to be a manufacturing fault, delivery damage, incorrect item, or another issue for which Scales & Ember is responsible.
Scales & Ember does not offer refunds for change of mind, sizing preference, buyer’s remorse, or personal preference on made-to-order products once the cancellation window has passed.
Refunds may only be available where required by applicable law, where an order is cancelled within the approved cancellation window, or where Scales & Ember is unable to fulfil or ship the order.
Where a refund is approved, it will be processed to the original payment method where possible. Processing times may vary depending on the payment provider, bank, or checkout partner.
