Shipping & Delivery

Shipping & Delivery

At Ember & Veil, every order is prepared with care. Many of our products are made, engraved, assembled, signed, or packaged by hand, so processing time may vary depending on the item.

This page explains how orders are prepared, shipped, tracked, and delivered.

Order Processing

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

Items that may require additional processing time include:

  • personalized or engraved products

  • made-to-order pieces

  • signed or inscribed books

  • curated gift boxes

  • products purchased during launches, holidays, or high-volume periods

Any longer production timeline will be noted on the individual product page.

Business days do not include weekends or holidays.

Please note that processing time is separate from carrier transit time.

Shipping Confirmation & Tracking

Once your order has shipped, you will receive a confirmation email containing your tracking information.

Tracking may take 24–48 hours to update after the shipping label is created.

A shipping confirmation means that your package has been prepared for the carrier. It may not yet show movement in the tracking system.

Please make sure the email address entered at checkout is accurate so you can receive order and delivery updates.

Estimated Delivery Time

Delivery estimates shown at checkout begin after the order-processing period.

Shipping times vary based on:

  • destination

  • shipping method selected

  • carrier volume

  • weather conditions

  • holidays

  • service interruptions

  • address issues

Carrier estimates are not guaranteed delivery dates.

Ember & Veil is not responsible for delays caused by the shipping carrier, severe weather, natural disasters, customs processing, or circumstances outside our control.

Shipping Rates

Shipping rates are calculated at checkout based on factors such as:

  • destination

  • package size

  • package weight

  • selected shipping service

Any free-shipping promotion will be displayed on the website and is subject to the terms shown at the time of purchase.

Free-shipping offers generally apply to standard shipping only and may exclude expedited services, oversized items, or certain destinations.

Address Accuracy

Please review your shipping address carefully before submitting your order.

Customers are responsible for providing a complete and accurate delivery address, including:

  • apartment or unit number

  • building name when applicable

  • correct postal code

  • recipient name

  • any necessary delivery instructions

If you notice an error, contact us as soon as possible.

We will do our best to update the address if the order has not yet been processed or shipped. We cannot guarantee address changes once production has begun or a package has been transferred to the carrier.

Ember & Veil is not responsible for orders delivered to an address entered incorrectly at checkout.

Returned Packages

Packages may be returned to us because of:

  • an incomplete or incorrect address

  • refusal of delivery

  • failure to retrieve the package

  • repeated unsuccessful delivery attempts

  • carrier restrictions

If a package is returned to Ember & Veil, we will contact you after it arrives.

Additional shipping charges may apply to resend the order.

Original shipping costs are not refundable unless the return resulted from an error made by Ember & Veil.

Personalized, custom, and made-to-order products remain subject to their final-sale terms even when a package is returned because of an address or delivery issue.

Delayed Packages

Please begin by reviewing the tracking information provided by the carrier.

It is common for tracking to pause temporarily between distribution centers or during periods of high shipping volume.

If tracking has not updated for several business days:

  1. Confirm that the shipping address on your order is correct.

  2. Contact the carrier using the tracking number.

  3. Check for local weather, holiday, or service disruptions.

  4. Contact Ember & Veil if additional assistance is needed.

We will gladly help review the shipment, but the carrier controls the delivery timeline once the package has entered its network.

Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it:

  1. Check all entrances, porches, side doors, garages, and secure delivery areas.

  2. Check your mailbox, parcel locker, front desk, or mailroom.

  3. Ask household members, neighbors, building staff, or property management.

  4. Allow up to 24 hours, as some carriers mark packages delivered shortly before final placement.

  5. Contact the carrier with your tracking number.

If the package remains missing, contact us with your order number and tracking information.

Ember & Veil will assist where possible, but we cannot guarantee replacement or reimbursement for packages confirmed as delivered by the carrier.

Lost Packages

A package is considered potentially lost when tracking has stopped updating for an extended period or the carrier confirms that it cannot be located.

Please contact us if you believe your package has been lost.

Depending on the circumstances, we may:

  • open or support a carrier inquiry

  • request additional documentation

  • ask you to contact the carrier directly

  • review available replacement or resolution options

Any replacement or refund decision will be based on the carrier’s tracking information, the order details, and the outcome of the delivery investigation.

Damaged Orders

Please inspect your package shortly after delivery.

If your order arrives damaged, contact us within 3 days of delivery and include:

  • your order number

  • a clear photograph of the damaged item

  • photographs of the interior packaging

  • photographs of the exterior shipping box or mailer

  • a photograph of the shipping label

Please retain the item and all original packaging until the issue has been reviewed.

Do not discard damaged products or packaging before contacting us, as the carrier may require them for a claim.

Incorrect or Missing Items

If you receive the wrong item or something is missing from your order, contact us promptly.

Please include:

  • your order number

  • a photograph of everything received

  • a photograph of the packing slip, if included

  • details about the missing or incorrect item

We will review the issue and work to make it right.

Gift Orders

Orders may be shipped directly to the recipient.

Enter the recipient’s address in the shipping-address field and use your own email address so that order and tracking updates are sent to you.

Each order can generally be shipped to only one address.

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

Gift boxes and selected products may include a personalized message when that option is available on the product page.

Books

Books purchased directly from Ember & Veil follow the processing timeline listed on the product page.

Signed and personalized books may require additional preparation time.

Books purchased through Amazon or another outside retailer are subject to that retailer’s shipping, tracking, and customer-service policies.

Please contact the original retailer directly for assistance with outside purchases.

Digital Products

Digital products are delivered electronically and do not require shipping.

After purchase, you should receive an email containing your download link. The link may also appear on the order-confirmation page.

Check your spam, junk, and promotions folders if the email does not appear.

Please contact us if you are unable to access your files.

Purchasing a digital product does not include a physical item unless the product description specifically states otherwise.

International Shipping

International availability, rates, and delivery options will appear at checkout when offered.

International orders may be subject to:

  • customs inspection

  • import duties

  • taxes

  • brokerage fees

  • local handling charges

  • additional delivery delays

These charges are determined by the destination country and are generally the responsibility of the recipient.

Ember & Veil does not control customs processing or international carrier delays.

If international shipping is not currently offered to your location, contact us before placing an order.

Holiday Orders

During holiday seasons and special launches, processing and carrier transit times may be longer than usual.

Recommended order-by dates may be posted on the website, but they are estimates and do not guarantee arrival by a specific holiday or event.

For time-sensitive gifts, please order early and select an appropriate shipping method when available.

Expedited Shipping

Expedited shipping reduces carrier transit time only.

It does not necessarily shorten the time required to make, engrave, personalize, sign, or prepare the item.

Please review the product’s processing timeline before purchasing expedited shipping.

Contact us before placing an urgent order if you need assistance determining whether a delivery timeframe is realistic.

Delivery Disclaimer

Once an order is transferred to the shipping carrier, delivery is managed by that carrier.

Ember & Veil cannot guarantee:

  • exact delivery dates

  • uninterrupted tracking updates

  • placement location at the delivery address

  • carrier performance

  • delivery before a holiday, birthday, or event

We will always do our best to prepare orders carefully, provide accurate tracking information, and assist when delivery problems arise.

Need Help With an Order?

Please use our Contact page and include:

  • your full name

  • order number

  • shipping email address

  • tracking number, if available

  • a brief description of the issue

We typically respond within 2–3 business days.

Ember & Veil
For the woman becoming herself again.