OUR GUIDELINES

Many Scales & Ember products are made to order to support considered production, reduce unnecessary excess, 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 fulfillment has not started, your order will be canceled and refunded in accordance with our Returns & Exchanges Policy.

After the twenty-four (24) hour cancellation window has passed, or once production, personalization, or fulfillment has started, orders cannot be canceled 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.

FAULTY, DAMAGED, INCORRECT, OR NOT-AS-DESCRIBED ITEMS

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.

Please include:

• Your order number

• The email address used at checkout

• A clear description of the issue

• Supporting photos or videos where possible

Our team will review each request individually and respond within one to seven (1–7) business days.

If the issue is approved and found to be due to a product fault, damage during delivery, an incorrect item, or an error on our part, we will arrange an exchange or replacement where appropriate.

EXCHANGE PROCESS FOR QUALITY ISSUES

Request exchange authorization

Please contact us as soon as possible, and preferably within seven (7) days of receiving your order, by emailing [email protected] or by completing the form on our Contact Us page. This does not affect any rights you may have under applicable consumer protection laws.

Await Review 

• 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.

Courier Collection 

• If your exchange request is approved, we will arrange for a courier to collect the faulty, damaged, incorrect, or not-as-described 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.

Inspection 

• Once the item has been collected and received, it may be inspected to confirm the issue and ensure it matches the approved exchange request.
• Courier collection does not automatically mean that the exchange request has been finally approved. Items that have been intentionally damaged, stained, washed, worn, altered, misused, neglected, or damaged after delivery may not be accepted for exchange.

Replacement 

• 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 shipped 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 shipped.

ITEM CONDITION

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:

• Worn beyond being tried on

• Washed

• Stained

• Altered

• Intentionally damaged

• Damaged through misuse or negligence

• Returned without key packaging or product materials, where applicable

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.

REFUNDS

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 canceled within the approved cancellation window, or where Scales & Ember is unable to fulfill 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.

CONTACT US 

For any issue with your order, please contact us through our Contact Us form or email us at [email protected].

Please include your order number and the email address used at checkout so we can assist you as efficiently as possible.