Refund policy
Last Updated: July 21, 2026
At Ember & Silk, your satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To qualify for a return, the product must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all accessories and original contents.
- Be accompanied by proof of purchase.
Returns that do not meet these conditions may not be accepted.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
To help us process your request quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos or videos showing the product and packaging
Once reviewed, we will provide a replacement or a full refund when applicable.
Refund Process
After your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return results from our error.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly delivered.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned packages.
Order Cancellation
Orders may only be canceled before they enter processing.
Once an order has been shipped, it cannot be canceled and must follow our return procedure.
Contact
For all return and refund requests:
Support: support@emberandsilk.co
For questions about your order:
Orders: orders@emberandsilk.co