Refund policy

Shipping

Each piece is handcrafted to order, so please allow up to 14 business days for your order to be made before it ships. I want to make sure it's just right before it leaves my hands.

Shipping rates:

  • Local delivery (within 10km of postcode 3156): Free
  • Australia-wide: $9.95 flat rate, or free for orders over $250
  • International: calculated at checkout. Please note that any customs duties or taxes are the responsibility of the customer.

All orders include tracking once dispatched. Delivery times vary by location, and delays can occasionally happen during busy periods, but I'll always keep you in the loop.

Returns & 30-Day Satisfaction Guarantee

I want you to love what you receive. If for any reason you don't, I'll make it right.

All pieces, including customised and personalised designs, are covered by a 30-day satisfaction guarantee. If something isn't quite right, reach out within 30 days of receiving your order and I'll offer an exchange, repair, or refund. No fuss.

To start a return:

Email hello@embersandmaple.com.au with your order number, the item, and your reason (photos are helpful if there's a fault). I'll send you a Return Authorisation number and instructions from there.

A few things to keep in mind:

  • Items must be returned in original condition and packaging
  • Return shipping costs are your responsibility, and I'd recommend using a tracked and insured method
  • Shipping costs on your original order are non-refundable
  • For a different item, please place a new order, I don't process direct exchanges

Once your return arrives and is inspected, refunds are processed within 7 business days.

Warranty & Repairs

Every piece comes with a 3-month warranty against manufacturing defects, things like broken clasps or premature wear from normal use.

Please note that tarnishing, accidental damage, and wear from exposure to water, chemicals, or improper care aren't covered under warranty (check the Care Guide for how to keep your pieces looking their best for years to come).

After the 3-month warranty period, I'm still happy to help with repairs for a small fee. Just email hello@embersandmaple.com.au with your order number and a photo of the issue.