Returns & Refunds

Returns & Refunds

We want you to love every EMBERLYNE product. If something isn't right, we're here to help — please don't hesitate to reach out.

Return Policy

• We accept returns within 30 days of the delivery date.
• Items must be unused, unopened, and in their original packaging to be eligible for a return.
• For hygiene reasons, opened skincare products cannot be returned unless they are faulty or damaged upon arrival.
• Sale items and gift sets are non-refundable unless the item is faulty or incorrectly sent.
• Return shipping costs are the responsibility of the customer unless the return is due to our error.

How to Start a Return

1. Email our returns team at returns@emberlyne.com with:
   • Your order number
   • The item(s) you wish to return
   • The reason for your return
2. We'll respond within 2 business days with your return authorisation and instructions.
3. Securely pack your item(s) and post them to the address provided. We recommend using a tracked service.
4. Once your return is received and inspected, we'll notify you by email.

Refunds

• Approved refunds will be issued to your original payment method within 5–7 business days of us receiving your return.
• Original shipping fees are non-refundable unless the return is due to our error or a faulty product.
• You will receive an email confirmation once your refund has been processed. Please allow additional time for your bank to reflect the payment.

Exchanges

We do not offer direct exchanges at this time. If you'd like a different product, please return your original item for a refund and place a new order at your convenience.

Damaged or Faulty Items

If your order arrives damaged, defective, or you've received the wrong item, please contact us within 7 days of delivery at returns@emberlyne.com with:

• Your order number
• A clear photo of the item and packaging
• A brief description of the issue

We'll resolve this for you as quickly as possible — at no cost to you.

After-Sales Support

Our customer care team is available Monday to Friday, 9am – 5pm (GMT).

• Email: returns@emberlyne.com
• Response time: Within 2 business days
• Please include your order number in all correspondence to help us assist you faster.

We're a small, dedicated team and every message is read and responded to personally. Thank you for your patience and for choosing EMBERLYNE.