Soft EmberReturns & Refunds
You may return purchases from Soft Ember within 30 days of receipt without specifying a reason. This guide outlines the eligibility rules, the return procedure, shipping liability, and refund processing schedules.
- Return window
- 30 days from delivery
- Return shipping
- Covered by our store for defective or incorrect pieces, paid by the customer for discretionary returns.
- Refund time
- 3-10 business days following delivery to our facility
- Refund method
- Remitted through the original payment channel
1. Conditions
Returns are admitted within exactly 30 days from courier delivery. To qualify, products must remain unopened, unused, entirely unhandled in intimate settings, within original outer wrapping, and with all protective tamper-evident foil or plastic security bands intact.
2. Return process
- Transmit an email request to [email protected] quoting the order identifier and item description.
- Obtain an authorized return merchandise authorization code alongside the official United Kingdom logistics warehouse address.
- Enclose items securely within robust secondary packaging with all hygiene seals preserved.
- Receive refund settlement via direct bank transfer within 3-10 business days following the successful quality inspection of the returned package.
3. Who pays return shipping
If a product arrives damaged, defective, or incorrect, we absorb shipping by providing a prepaid shipping voucher or scheduling a courier pickup. For voluntary returns based on preference, you pay return transit costs directly: we deduct no restock fees.
4. Refund timing and method
We issue your refund within 3 business days after the return clears inspection. Orders delivered via cash on delivery are reimbursed through a bank transfer to your designated account; wire payments return to the original bank source. Banks routinely credit funds within 1-5 business days.
5. Resolution scenarios
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Dispatch of the accurate item with collection of the misdirected parcel | None |
| Parcel lost | Replacement shipment or full financial reimbursement following carrier inquiry | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the purchase amount | Return shipping only |
6. Exchanges
To switch to an alternate edition, size, or formula, complete the standard return procedure and submit a separate order. We refund the returned item promptly upon physical intake. If the swap stems from a dispatch error on our part, we ship the new package free of freight fees.
7. Cancelling an order
You can cancel any purchase at no charge prior to parcel dispatch. Send your cancellation request with the order code to [email protected]. Once a parcel leaves our facility, the standard return policy takes effect.
8. Questions about this policy
Contact [email protected] or call +44 1392 983 501 during Mon-Fri 09:45-19:15, Sat 09:15-12:45. We address every inquiry within one business day.
- Merchant
- Soft Ember Essentials Ltd.
- Registered address
- 14 Southernhay West, Exeter, EX1 1PJ, United Kingdom
- [email protected]
- Phone
- +44 1392 983 501
- Working hours
- Mon-Fri 09:45-19:15, Sat 09:15-12:45
- Registration
- Company No. 07681438