Refund policy

REFUND & RETURNS POLICY

At Fern & Ember, we want you to love every purchase. As all of our products are handcrafted and made to order, please review our returns policy carefully.

You have 14 days from the date of receipt to request a return. To be eligible, items must be unused, in their original packaging, and in the same condition as received.

Non-returnable items:

• Custom or personalised orders
• Items that have been used or opened for hygiene reasons (e.g. wax melts, bath & body products)

To initiate a return, please contact us at fernandember2026@gmail.com with your order number and reason for return. We will provide return instructions. Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days.

Faulty or damaged items: Please contact us within 48 hours of delivery with photos and we will resolve this promptly.