Frequently Asked Questions

Welcome to Ember & Veil. Below you’ll find answers about orders, handmade products, personalization, digital downloads, books, gifts, and product care.

Still need help? Visit our Contact page and we’ll be happy to assist.

Orders

How long will it take to process my order?

Most physical orders are prepared within 3–7 business days before shipping.

Personalized, engraved, made-to-order, and gift-box items may require additional time. Any longer production timeline will be noted on the individual product page.

Business days do not include weekends or holidays.

How will I know when my order has shipped?

You will receive a shipping confirmation email with tracking information once your order is on its way.

Please allow up to 24–48 hours for tracking updates to appear after the shipping label is created.

Can I change or cancel my order?

Please contact us as soon as possible.

We may be able to make changes if production has not started. Once a personalized, engraved, or made-to-order item has entered production, it cannot be changed or canceled.

What should I do if I entered the wrong shipping address?

Contact us immediately through the Contact page.

We will do our best to update the address before shipment, but we cannot guarantee changes once an order has been processed or transferred to the carrier.

Customers are responsible for ensuring that shipping information is complete and accurate at checkout.

Handmade and Engraved Products

Are Ember & Veil products handmade?

Many Ember & Veil pieces are designed, engraved, assembled, finished, or packaged by hand.

Because of the nature of handmade production, subtle variations may occur. These small differences are part of what makes each piece unique.

Will my item look exactly like the product photo?

Your item will closely reflect the design shown, but natural materials and handmade finishes may vary slightly.

Variations may include:

• wood grain and tone

• engraving depth

• acrylic reflection

• crystal shape or color

• placement of botanical details

• minor differences in handmade assembly

These variations are not considered defects.

What materials do you use?

Materials vary by product and may include:

• clear, frosted, white, or mirror acrylic

• maple, oak, walnut, or wood veneer

• warm-gold or brass-toned hardware

• crystals and natural stones

• paper, fabric, ribbon, and botanical accents

Please review the individual product listing for specific materials and dimensions.

Are the engraved designs permanent?

Yes. Laser engraving is permanent and will not peel away like a surface sticker.

Painted, mirrored, or layered components should still be handled gently to preserve their finish.

Personalization

Can I personalize an item?

Selected products may be personalized with names, dates, short phrases, or other approved details.

Available personalization options will appear on the product page.

How should I enter my personalization?

Please enter the exact spelling, punctuation, capitalization, and date format you would like.

We produce personalized items using the information submitted at checkout, so please review everything carefully before placing your order.

Will I receive a proof before production?

A digital proof is only provided when specifically stated in the product listing.

For standard name or text personalization, production may begin without a separate proof.

Can I return a personalized item?

Personalized and custom-made items are generally final sale unless they arrive damaged or contain an error made by Ember & Veil.

Errors resulting from customer-submitted spelling or information are not eligible for replacement.

Books and Journals

Are your books signed?

Standard copies may be unsigned unless the listing specifically states that the book is signed.

Signed editions and gift bundles will be clearly labeled.

Can I request a personalized book inscription?

Personalized inscriptions may be available for selected signed-book products.

Please review the listing carefully and enter the recipient’s name exactly as you would like it written.

Are the journals lined or guided?

Journal formats vary.

Some are guided journals with prompts and reflection exercises. Others may include lined, blank, or structured planning pages.

The individual product description will explain what is included.

Are Ember & Veil books available through Amazon?

Selected books may also be available through Amazon or other retailers.

Products purchased through an outside retailer are subject to that retailer’s shipping, return, and customer-service policies.

Digital Products

How will I receive my digital purchase?

Digital products are delivered electronically after payment is completed.

You should receive an email containing a download link. In some cases, the download may also appear on the order-confirmation page.

I did not receive my download email. What should I do?

First, check your spam, junk, promotions, and filtered folders.

Also confirm that the email address entered at checkout was correct.

If you still cannot locate your files, contact us with your order information.

Will I receive a physical item?

No. Products clearly labeled as digital downloads, printable guides, workbooks, or digital journals do not include a physical product.

Can I print the files?

Yes, unless otherwise stated.

For the best result:

• print at 100% or “actual size”

• use high-quality paper

• select borderless printing when appropriate

• confirm page size before printing

• consider professional printing for larger workbooks

Colors may vary slightly between screens and printers.

Can I use the digital product on a tablet?

Many PDF products can be imported into compatible note-taking applications.

Please review the product listing for specific compatibility information. Not every file includes hyperlinks, editable text fields, or Goodnotes-specific features.

Can I share the files with friends or clients?

No. Digital purchases are licensed for the original purchaser’s personal use only unless a commercial or professional license is explicitly included.

Files may not be copied, resold, redistributed, uploaded, or shared.

Can digital products be returned?

Because digital products are delivered immediately and cannot be physically returned, digital purchases are generally final sale.

Please contact us if you experience a technical issue with the file.

Gifts and Gift Boxes

Can I send an order directly to the recipient?

Yes. Enter the recipient’s address as the shipping address during checkout.

Enter your own email address so order and tracking notifications are sent to you.

Do you include prices in gift packages?

We do not include a traditional printed invoice with gift orders unless required for operational or legal reasons.

The purchaser’s confirmation email will contain the full order details.

Can I include a gift message?

Gift-message options are available for selected products and gift boxes.

Enter your message carefully. We may edit spacing or formatting to fit the card, but we will not change the meaning of your message.

Is gift wrapping included?

Packaging varies by product.

Gift boxes are presented as complete gifting experiences. Other products may include tissue, branded cards, pouches, ribbons, or protective packaging depending on the item.

Any premium gift-wrapping upgrade will be clearly listed.

Can I choose the exact items inside a gift box?

Some gift boxes are sold as predesigned collections, while others may offer limited customization.

Available options will appear on the product page.

Can you ship multiple gifts to different addresses?

Each order can usually be shipped to one address.

To send gifts to multiple recipients, place a separate order for each shipping address.

Crystals and Spiritual Products

Are the crystals natural?

When natural crystals are included, color, clarity, markings, shape, and size may vary.

These differences are expected and make each piece individual.

Do crystals or rituals guarantee healing or specific results?

No.

Ember & Veil spiritual products are intended for reflection, personal ritual, symbolism, and inspiration. They are not guaranteed to produce medical, psychological, financial, legal, or relationship outcomes.

They are not a substitute for professional care.

Candles

How should I safely burn my candle?

Always:

• trim the wick before each burn

• place the candle on a stable, heat-resistant surface

• keep it away from children, pets, drafts, and flammable materials

• never leave a burning candle unattended

• discontinue use when approximately ½ inch of wax remains

Follow all safety instructions provided with the candle.

Why does my candle look slightly different from the photo?

Hand-poured candles may show natural variations in wax texture, color, fragrance appearance, or surface finish.

These cosmetic differences generally do not affect performance.

Shipping

Where do you ship?

Available shipping destinations will appear during checkout.

If your location is not available, contact us before placing an order.

How long does shipping take?

Shipping time begins after the order-processing period.

Delivery estimates shown at checkout are carrier estimates and are not guaranteed. Delays may occur because of weather, holidays, carrier disruptions, or address issues.

What if my package is delayed?

Review your tracking information first.

If tracking has not updated for several business days or the package appears significantly delayed, contact the shipping carrier and then reach out to us.

What if my package is marked delivered but I cannot find it?

Please:

1. Check around entrances, mailrooms, parcel lockers, and secure areas.

2. Ask household members, neighbors, or building staff.

3. Wait 24 hours, as some carriers scan packages shortly before delivery.

4. Contact the carrier with the tracking number.

If the package is still missing, contact us and we will help review the situation.

What if my order arrives damaged?

Contact us within 3 days of delivery and include:

• your order number

• photographs of the damaged item

• photographs of the exterior packaging

• photographs of the shipping label

Please keep all packaging until the claim is reviewed.

Returns and Exchanges

What is your return policy?

Return eligibility depends on the product type.

Standard, unused physical products may be eligible for return within the timeframe described in our Returns & Exchanges Policy.

The following are generally final sale:

• personalized products

• custom-made items

• digital downloads

• signed or inscribed books

• used candles

• opened self-care items

• gift cards

• clearance or final-sale products

Do you offer exchanges?

Exchanges may be available for eligible, unused standard products.

Customers may be responsible for return-shipping costs unless the item arrived damaged or incorrect.

What if I received the wrong item?

Contact us promptly with your order number and photographs of what you received.

We will review the issue and make it right.

Product Care

How should I clean acrylic products?

Use a soft microfiber cloth.

Avoid:

• paper towels

• abrasive cleaners

• alcohol-based products

• acetone

• ammonia

• rough sponges

Handle mirrored and layered acrylic gently to avoid scratching.

How should I care for engraved wood?

Keep wooden products away from prolonged moisture, high heat, and direct sunlight.

Wipe gently with a soft, dry or slightly damp cloth. Do not soak or place in the dishwasher unless the product listing specifically states that it is food-safe and washable.

Will gold-colored hardware tarnish?

Some plated or brass-toned hardware may naturally change over time because of moisture, skin oils, fragrance, and environmental exposure.

Store pieces in a dry place and avoid direct contact with water, perfume, lotions, and cleaning products.

Additional Help

How can I contact Ember & Veil?

Please use our Contact page and include your order number when asking about an existing purchase.

Typical response time is 2–3 business days.

Are Ember & Veil products a substitute for professional care?

No.

Our books, guides, journals, rituals, and products are created for education, reflection, personal growth, and inspiration. They are not substitutes for medical care, psychotherapy, diagnosis, legal advice, or emergency services.

Please seek qualified professional support when needed.

Still have a question?

We would be glad to help.

Contact Ember & Veil
For the woman becoming herself again.