Refund policy

Our desire is that you be completely satisfied with your purchase. However, we do realize that mistakes and errors can happen and we want to do our best to help you receive what you have paid for.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We will gladly help you exchange your item if it meets our policy as stated below.  

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused. 

NOTE: YOU MUST CONTACT US FIRST TO DETERMINE THE NATURE AND VALIDITY OF YOUR REQUESTED RETURN.  ALSO, PLEASE READ THROUGH THE POLICIES BELOW REGARDING WHAT RETURNS WE CAN ACCEPT.  PLEASE CONTACT US WITH ANY QUESTIONS REGARDING OUR POLICY ON RETURNS.

To start a return, you can contact us at embersandincense@gmail.com. Please attach photos that show any damage or errors. If your request for an exchange is approved, we will inform you as to where to return it. For mistakes made in printing or shipping you the wrong item, return postage will be covered by us. 

In this case, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

PLEASE NOTE THE FOLLOWING GUIDELINES FOR RETURNS:

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Wrong address

We cannot be responsible for items shipped to a wrong address if submitted by the customer in their order information.  If an item is returned by the courier as undeliverable due to an insufficient or inaccurate address being listed on the order, the customer will be responsible for any additional shipping charges to ship the item to the correct address. No refunds can be given for such items so ordered if the customer chooses not to pay the additional shipping charges.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items unless they are received by the customer damaged or have printing errors.

Because each item is printed when ordered we do not maintain any stock on hand for resale and therefore cannot accept returns due to buyer's remorse or wrong sizes. Please check the size charts for apparel and make sure you are ordering the right size.

For any questions, please reach out to us at the email address above. We will do everything we can to make it right if we have made a mistake.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We generally do not issue refunds. If deemed necessary by us, a store credit or discount may be offered instead. You can always contact us for any return question at embersandincense@gmail.com.