Thank you for shopping at Ember Rayne! We want to ensure your complete satisfaction with your purchase. In the event that you need to return an item, please review our return policy below:
Eligibility for Returns: You may initiate a return within 7 days from the date of delivery. The item(s) must be unused, unworn, and in the same condition as when received. All original tags, labels, and packaging must be intact and undamaged. Personalized or customized items cannot be returned unless they arrived damaged or with an error.
Initiation of Return: To initiate a return, please contact our customer service team by email. Provide your order number, the item(s) you wish to return, and the reason for the return. Our customer service team will guide you through the return process and provide you with any additional instructions.
Return Shipping: The customer is responsible for the cost of return shipping unless the item(s) received were damaged, defective, or incorrect. In such cases, we will provide a prepaid return shipping label.
We strongly recommend using a trackable shipping service to ensure the safe and timely arrival of the returned item(s). We cannot be held responsible for lost or undelivered returns.
Refund Process: Once we receive the returned item(s) and verify that they meet the eligibility criteria, we will initiate the refund process. Refunds will be issued in the original form of payment used for the purchase. Please allow up to 5 business days for the refund to be processed and reflected in your account. The exact time may vary depending on your financial institution.
Exchanges: We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process as mentioned above, and then place a new order for the desired item.
Non-Refundable Items: The following items are non-refundable unless they arrived damaged, defective, or incorrect: final sale items, swimwear, earrings (for hygiene reasons), and items that have been personalized or customized.
Damaged or Defective Items: If you receive a damaged, defective, or incorrect item, please contact our customer service team immediately. Provide detailed information and include supporting photographs, if possible. We will make arrangements to resolve the issue promptly. Please note that we reserve the right to refuse a return or deduct a partial refund if the returned item(s) do not meet the eligibility criteria outlined in this policy.
If you have any further questions or require assistance, please do not hesitate to contact our customer service team. We are here to help and ensure your shopping experience with us is exceptional.
Customer Service: shopemberrayne@gmail.com
Thank you for choosing Ember Rayne!
