Shipping policy

Ember & Rose is dedicated to delivering your orders quickly and securely, working with trusted shipping partners to ensure a smooth experience. For shipping information and conditions, please see the details below.

Shipping & Tracking

Ember & Rose ships orders using trusted carriers. Once an order ships, tracking information is provided and serves as confirmation that the order is in transit.

UK Shipping

We currently ship within the United Kingdom only. All orders include free standard delivery.

Standard Delivery: 6 to 12 working days. Free.

Delivery times are estimates and may vary during busy periods, bank holidays, or due to carrier delays beyond our control.

Missing, Damaged, or Not Received

Claims for missing or damaged items must be reported within 14 days of delivery and require supporting documentation, including photos and order details. Packaging damage alone does not qualify for a replacement or refund if the item is intact.

If tracking shows an order as “Delivered,” responsibility transfers to the recipient. Customers must file a claim with the carrier and provide proof of loss. Claims submitted after 7 days from delivery are not eligible.

Order Changes & Cancellations

Requests to modify or cancel an order must be submitted within 12 hours of purchase. Once processing or shipping begins, changes or cancellations are no longer possible. Shipped orders cannot be cancelled.

Processing

Orders are processed within 1 business day, excluding weekends and holidays. Tracking confirmation constitutes proof of shipment. By placing an order with Ember & Rose, customers acknowledge and accept all shipping terms outlined in this policy.

For questions or assistance, please contact care@emberandrose.com.