At Ember & Bone, we want you to love your purchase. If you're not completely satisfied, we're here to help.
Returns
Items may be returned within 30 days of purchase.
To be eligible for a return, your item must be:
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Unused and unopened
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In the same condition that you received it
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In its original packaging
All returns, refunds and replacements are assessed on a case-by-case basis at the discretion of Ember & Bone. We encourage you to review your order carefully before purchasing, and if you have any questions about our products, we're always happy to help before you place your order.
If your question isn't answered below, please get in touch with our team.
Get in Touch
If you have any questions, concerns or need to request a return, we'd love to hear from you.
When contacting us, please include:
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Your order number (if purchased through emberandbone.com.au)
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A description of the issue
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Clear photos of the product and packaging where applicable
If you purchased your item through one of our stockists, please contact them directly regarding their returns policy. Unfortunately, we cannot process refunds or exchanges for purchases made through third-party retailers.
Incorrect Items
If you've received an incorrect item, please contact us as soon as possible with your order number and photos of what you received.
We'll assess the situation promptly and arrange the appropriate resolution, whether that's a replacement, exchange or refund.
Faulty or Damaged Products
If your order arrives damaged or you believe your product is faulty, please contact us with your order number and clear photographs of the issue.
Each case will be reviewed individually, and where a manufacturing fault or damage is confirmed, we'll arrange a suitable replacement or refund.
Natural Variations
Many of our products are made from natural materials, so slight variations in colour, texture, grain or finish are normal and part of their unique character. These natural differences are not considered faults.
If you're concerned that your product is outside normal variation, please contact us with photographs so we can assess it.
Changed Your Mind
If you've changed your mind, you may return your item provided it is:
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Unused
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Unopened (where applicable)
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In its original packaging
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In resalable condition
Returned items will be inspected upon arrival before a refund or exchange is processed.
Please note:
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Return shipping costs are the responsibility of the customer.
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Original shipping charges are non-refundable.
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We recommend using a tracked shipping service, as Ember & Bone cannot be responsible for returns lost in transit.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome.
If approved, your refund will be processed back to your original method of payment within a reasonable timeframe. Depending on your financial institution, it may take several business days for the funds to appear in your account.
Questions?
If you have any questions about our Returns Policy or need assistance with a return, please don't hesitate to contact the Ember & Bone team. We're always happy to help.