Shipping and Returns Policy for Ember & Scent®

Thank you for shopping with Ember & Scent®. We’re committed to providing a smooth, transparent shopping experience — including fast, reliable shipping and a fair returns process. Please read below for full details of our policies.

1. Shipping Information
1.1 Delivery Areas
We currently deliver to addresses across the United Kingdom.
At this time, we do not offer international shipping. If you are outside the UK and interested in our products, please contact us at info@emberandscent.co.uk.

1.2 Shipping Costs
Standard Delivery: £3.99 via Evri
→ Free on orders £30 or more

Next Day Delivery: £5.99 via DPD (Monday–Friday only)

Shipping costs are calculated at checkout based on your chosen delivery method and total order value.

1.3 Delivery Times
Standard Delivery: Estimated 3–5 business days

Next Day Delivery: Arrives the next working day if your order is placed before 1 PM

Delivery times are estimates and may vary due to postal delays, weather conditions, or carrier issues. Tracking information will be provided upon dispatch.

1.4 Order Processing
All orders are typically processed within 1–2 business days.
Once your order has shipped, you’ll receive a confirmation email with tracking details.

2. Returns & Exchanges
2.1 Returns Policy
We hope you love your purchase, but if you change your mind, you may return eligible items within 14 days of delivery.

To be eligible for a return:

Items must be unused, in original condition, and in original packaging

All labels, tags, and accessories must be intact

To request a return, please contact us at info@emberandscent.co.uk for return authorisation. Customers are responsible for return shipping costs unless the item is faulty or damaged. We recommend using a tracked service to ensure safe delivery.

2.2 Refunds
Once your return is received and inspected, refunds will be issued within 5–7 business days to your original payment method.
Please note:

Shipping costs are non-refundable

We reserve the right to reject returns that do not meet the above criteria

2.3 Exchanges
If you’d like to exchange an item, please email us at info@emberandscent.co.uk. Items must meet the same return conditions outlined above. Exchange shipping costs may apply.

2.4 Faulty or Damaged Items
If your order arrives damaged or faulty, please notify us within 48 hours of receipt.
Email info@emberandscent.co.uk with your order number, photos, and a brief description of the issue.
We will arrange a replacement or issue a full refund, including return postage where applicable.

3. Non-Returnable Items
For hygiene and safety reasons, we are unable to accept returns on:

Used or burned candles

Opened wax melts

Gift cards or digital downloads

4. Contact Us
If you have any questions about shipping, returns, or exchanges, please don’t hesitate to get in touch: info@emberandscent.co.uk

We appreciate your support and are here to help ensure you have the best experience possible with Ember & Scent®.