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Returns & Exchanges

Our return policy:

• Due to current circumstances, we have extended our returns period to 60 days. Packages must be postmarked within this timeframe.

• Items must still have the security tag intact, and are in their original condition and packaging

• Engraved items are not eligible for returns, unless they arrived damaged

• Shipping charges are not refundable

 

UK returns & exchanges:

Returns from UK addresses are free. Please follow the below steps.

1. Download the returns form here, fill it out with the correct information and email it to returns@edgeofember.com before sending off your package. 

2. Create your free Royal Mail label here. Print and attach the label on the outside of the box. If you do not have access to a printer, the Post Office will be able to scan the QR code on the email you will receive and print the label for you.

3. Drop the package off at any post office. You will get a tracking number, please hold on to this in case we need to track the package.

* Important * Returns that do not fall within our policy will not be accepted for refunds or exchanges.

 

International returns & exchanges:

1. Download the returns form herefill it out with the correct information and email it to returns@edgeofember.com before sending off your package.

2. Create your prepaid DHL returns label here. £12 (or the local currency equivalent amount) will be deducted from your refund when you use this label.

You can call your local DHL number to arrange for a free collection from your address, using the returns label information. Please remember to hand the generated customs invoice to the DHL courier, so that taxes are not charged when the package is returned to us.

If you prefer to send the item back using a shipping method of your choice, please use a tracked service and send it to: 

Edge of Ember 
Labs Hawley Lock, Hawley Wharf
1 Water Lane 
London NW1 8NZ
United Kingdom

  

How long will a refund take?

Due to current circumstances, we have taken the necessary action to have our staff on a rotation of working from home and in the office. Therefore our returns processing time has been extended to 7 days to give our staff the chance to stay on top of things. You will receive an email once this is processed. It might take up to 7 business days for your credit card or bank to credit your account.

 

Any other questions? Email us at hello@edgeofember.com.