Returns & Exchanges

We hope every Ember & Veil piece arrives feeling meaningful, beautiful, and entirely worth the wait.

Because many of our products are handmade, engraved, personalized, signed, assembled, or curated to order, return eligibility varies by product type. Please review this policy before purchasing and contact us promptly if something is not right.

Return Eligibility

We accept return requests for eligible standard physical products within 14 days of delivery.

To qualify for a return, the item must be:

• unused and unworn

• in its original condition

• free from damage, fragrance, stains, marks, or signs of handling

• returned with its original packaging, inserts, accessories, and components

• accompanied by proof of purchase

A return must be approved before it is mailed back.

Items returned without prior authorization may not be accepted.

How to Request a Return

To begin a return, please contact us through our Contact page within 14 days of delivery.

Include:

• your full name

• order number

• the item you wish to return

• the reason for the return

• photographs when the item is damaged, incorrect, or defective

If your return is approved, we will provide instructions for sending the item back.

Please do not mail products to us without receiving return instructions first.

Return Shipping

Unless an item arrived damaged, defective, or incorrect because of an Ember & Veil error, the customer is responsible for return-shipping costs.

Original shipping charges are nonrefundable.

We recommend using a trackable shipping service and retaining the receipt until your return has been completed. Ember & Veil is not responsible for return packages that are lost, damaged, or misdirected in transit.

Return-shipping labels may be offered in certain cases. When a prepaid label is provided for a standard return, its cost may be deducted from the refund.

Refunds

Once the returned item is received, it will be inspected.

We will notify you whether the return has been approved or declined.

Approved refunds will be issued to the original payment method for the eligible merchandise amount, less any applicable return-shipping charges.

Please allow additional time for your bank or card issuer to process and post the refund.

Shipping charges, expedited-shipping fees, gift-wrapping fees, and other non-product service fees are generally nonrefundable.

Condition of Returned Items

Returned products must arrive in resalable condition.

A refund may be reduced or declined when an item is returned:

• used, worn, burned, washed, or altered

• scratched, chipped, stained, bent, or broken

• without original packaging or components

• damaged because of insufficient return packaging

• with fragrance, smoke, pet hair, cosmetic residue, or other signs of use

• after the stated return period

If a return does not meet the eligibility requirements, we may contact you regarding available options. Additional shipping charges may apply if you request that an ineligible item be sent back to you.

Final-Sale Items

The following items are not eligible for return, refund, or exchange unless they arrive damaged, defective, or incorrect:

• personalized or custom-made products

• engraved items made with customer-submitted text

• signed or personally inscribed books

• digital products and downloadable files

• gift cards

• clearance or final-sale merchandise

• used, opened, or burned candles

• opened personal-care, beauty, or wellness products

• items altered after delivery

• products marked final sale on the listing

• custom gift boxes assembled according to the customer’s selections

Please review all product details and personalization carefully before ordering.

Personalized and Engraved Products

Personalized, engraved, and made-to-order pieces are created specifically for the purchaser and are therefore final sale.

Customers are responsible for reviewing:

• spelling

• capitalization

• punctuation

• dates

• names

• wording

• selected design options

We create personalized products using the information submitted with the order.

An error entered by the customer does not qualify for a complimentary replacement or refund.

If Ember & Veil makes an error that differs from the information submitted with your order, please contact us within 3 days of delivery so we can review and correct the issue.

Digital Products

Digital products are delivered electronically and cannot be physically returned.

For this reason, digital guides, journals, printables, workbooks, templates, audio files, and other downloadable products are final sale once purchased.

Please review the product description, file format, compatibility information, and included materials before ordering.

Contact us if:

• the file is corrupted

• the download link does not work

• the wrong file was delivered

• a technical problem prevents reasonable access to the purchase

We will assist with legitimate file-access issues, but dissatisfaction with the content, accidental purchases, or device incompatibility generally does not qualify for a refund.

Books and Journals

Unsigned, unused books and journals purchased directly from Ember & Veil may be eligible for return when they meet the standard return requirements.

The following are final sale:

• signed books

• personally inscribed books

• journals that have been written in

• books with bent covers, marked pages, damaged spines, or visible handling

• books purchased through Amazon or another outside retailer

Books purchased through an outside retailer must be returned according to that retailer’s policy.

Gift Boxes and Curated Sets

Standard, unopened gift boxes may be eligible for return when all included products remain unused, unopened, and in their original condition.

Gift boxes must be returned as a complete set.

We cannot issue partial refunds for individual components removed from a curated box unless the product arrived damaged or incorrect.

Customized gift boxes and boxes containing personalized, signed, opened, perishable, or final-sale products are not returnable.

Candles

Unused and unburned candles may be eligible for return when they remain in their original condition and packaging.

Candles cannot be returned after they have been:

• burned

• lit

• trimmed

• warmed

• altered

• removed from protective packaging in a manner that affects resale

Minor variations in wax color, surface texture, fragrance appearance, or hand-poured finish are natural and are not necessarily defects.

Crystals and Natural Materials

Crystals, stones, wood, and other natural materials may vary in:

• size

• color

• shape

• grain

• clarity

• markings

• surface texture

These natural differences make each piece individual and are not considered defects.

A product is not eligible for return solely because its natural pattern or appearance differs slightly from the listing photograph.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, or incorrect, contact us within 3 days of delivery.

Include:

• your order number

• a description of the issue

• clear photographs of the item

• photographs of the interior packaging

• photographs of the exterior package

• a photograph of the shipping label

Please keep the product and all original packaging while the issue is reviewed.

Depending on the circumstances, we may offer:

• a replacement

• a repair

• replacement components

• store credit

• a partial refund

• a full refund

The appropriate resolution will depend on the product, available inventory, and nature of the issue.

Do not discard or return a damaged item before receiving instructions from us.

Exchanges

We do not guarantee direct exchanges because many Ember & Veil products are made in small quantities or created to order.

For eligible standard products, the easiest process may be:

1. Request a return.

2. Return the approved item.

3. Place a new order for the preferred product.

If a direct exchange is available, any price difference and additional shipping costs must be paid before the replacement is sent.

Personalized, custom, digital, signed, opened, and final-sale products are not eligible for exchange.

Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We may be able to accommodate a request when production has not yet started.

Once an item has been:

• engraved

• personalized

• signed

• assembled

• packaged

• submitted for production

• transferred for fulfillment

the order may no longer be changed or canceled.

Submitting a cancellation request does not guarantee that cancellation will be possible.

Sale and Promotional Items

Unless otherwise stated, eligible items purchased with a promotional code may be refunded based on the amount actually paid.

Clearance products and items marked Final Sale cannot be returned or exchanged.

Promotional discounts cannot be retroactively applied to previous orders.

Gifts

When an eligible item was marked as a gift and shipped directly to the recipient, an approved return may be issued as store credit.

When the purchaser requests the return, the refund is generally issued to the original payment method.

Gift recipients should contact us with the order number or purchaser information so we can locate the purchase.

Refused and Unclaimed Packages

Refusing delivery or failing to retrieve a package does not automatically create an approved return.

Packages returned because of:

• an incorrect or incomplete address

• refusal of delivery

• failure to collect the package

• unsuccessful delivery attempts

will be reviewed after they arrive back to Ember & Veil.

Original shipping charges are nonrefundable, and return or reshipment costs may be deducted from any eligible refund.

Personalized and final-sale items remain nonrefundable.

Return Abuse

Ember & Veil reserves the right to decline returns, exchanges, or future transactions in cases involving:

• repeated excessive returns

• suspected fraud

• altered products

• false damage claims

• policy misuse

• chargeback abuse

• items not purchased from Ember & Veil

We will always aim to handle genuine concerns fairly and respectfully.

Questions About a Return?

Please contact us before sending anything back.

Include your order number so we can assist you efficiently.

Ember & Veil
For the woman becoming herself again.