Can I change or cancel my order?
Once the order has been placed, we are unable to make any amendments or cancellations to the order.
My discount code isn't working?
If you find that your discount code is not working, please check the following.
1. Some of our discount codes have minimum spends. Please check your items meet this minimum.
2. Codes are typically valid for 30 days after issue, please check the expiry hasn't passed.
3. Code cannot be combined with other promotions or codes.
If the above terms have been met, and the code is still not working, please try an alternative browser, preferably Google Chrome or try applying the code in incognito mode.
This is due to cookies and cache that haven't updated or accepted, so we recommend that you clear these before using your code.
I've ordered a made-to-order piece, when will I hear an update?
Our customised pieces take approximately 6-8 weeks to ship as these are individually made by our international suppliers.
Once your piece is ready to ship, you will receive an email with your tracking information and should arrive within our standard shipping time.
Kindly note, once these pieces are in production they are non-refundable as we are unable to cancel the order.
Can I use my other discount code?
Kindly note, codes can not be used alongside any other promotional codes. Codes are valid until stocks last.
I want to return my order, can I keep the gift?
If your order qualified for a free gift/gift with purchase, it must also be returned for your refund to be processed. If the gift is not returned, we reserve the right to deduct the value of the gift from your refund.
Can I get an image or special characters engraved?
At the moment we can only engrave numbers, letters and punctuation, but we are working on developing more illustrations and symbols to add to our engraving options.
Can I return an engraved or made-to-order piece?
Engraved items are not eligible for returns.
Once our made-to-order pieces are in production they are non-refundable as we are unable to cancel the order.
Please, find our full returns policy here.
can I return a gift?
Yes you can return a gift if it falls within our return policy.
All you need to do is go to our returns page and select 'Gift Exchange'.
Do you make custom pieces?
We have two available custom pieces available at the moment, and that is our Customised Nameplate Necklace and Bracelet. You can choose to get your name or any other word (maximum 8 characters). As this is a custom piece, once you have placed your order, it will take approx 6 weeks to ship and is not returnable.
Email us at firstname.lastname@example.org if you would like to see a preview before purchase.
Can I return my sale pieces?
Yes, but for exchange only
How do I go to my account?
In the top right hand corner you will see an icon of a star and the words ‘Sign In’, if you click on this you will be prompted to enter your email address and password and you will gain access to your account.
If you have not made an account yet, this is the same page where you can create a new account.
How can I access my loyalty account?
If you already have an Ember Club account all you need to do is login to your EoE profile to access your benefits.
To sign up, follow this link here.
What is the 'buy now pay later' option?
Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees. No impact on your credit score.
How can I make the final payment?
You can easily make or schedule your payment online or in the Klarna app at any time up to 30 days. Pay safely and securely by connecting your bank account, debit or credit card to your profile.
Why was my Klarna payment not approved?
The decision of whether or not to approve a One-time card is based on an automated eligibility assessment performed by Klarna. You can find out more about this here.
Are items returnable?
All items in our sample sale are final. These won't be eligible for refunds or exchanges.
Can I engrave sample sale pieces?
No, sadly not.
How will my sample sale items be shipped?
Items are shipped in reduced packaging (a linen drawstring pouch and eco-friendly envelope). If you would like a jewellery box, please purchase it separately.