Refund policy

We hope you love your Ezra Ember purchase. Because many of our products are handmade in small batches, please review the following policy before purchasing.

Returns

  • Unused and unopened eligible items may be considered for return within 7 calendar days of delivery. Please contact Ezra Ember before returning any product. Returns sent without prior authorization may not be accepted.
  • For safety and product-quality reasons, used, burned, or opened candles; opened or used wax melts; and opened or used shower steamers cannot be returned.
  • Personalized, customized, and specially made items are final sale unless they arrive damaged, defective, or incorrect.
  • Customers are responsible for return shipping costs for eligible non-defective returns. Original shipping charges are non-refundable.

Damaged, Defective, or Incorrect Orders

  • Please inspect your order when it arrives.
  • If an item arrives damaged, defective, or incorrect, contact Ezra Ember within 3 calendar days of the carrier-confirmed delivery date.
  • Please provide your order number and clear photos of the item, shipping box or mailer, and packaging materials so we can review the issue.
  • Damage reported after the 3-business-day notification period may not be eligible for a replacement or refund.
  • After reviewing the information provided, Ezra Ember will determine the appropriate resolution, which may include a replacement or refund.

Preorders

  • Preorder items require additional preparation time. Please allow up to an additional 7 business days beyond our standard processing time for preorder items to be handmade, prepared, and ready for shipment.
  • If an order contains both in-stock and preorder items, the entire order will ship together once all items are available and ready for shipment.
  • If you need to cancel a preorder, please contact us as soon as possible. If production or fulfillment has not begun, we will make every reasonable effort to accommodate the request.
  • Personalized or customized orders cannot be canceled once production has begun.

Shipping Address Changes

Please verify your shipping address before placing your order. If you notice an error, contact Ezra Ember as soon as possible.

Once an order has shipped, Ezra Ember cannot change the shipping address.

Refunds

Approved refunds will be issued to the original payment method. The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Please contact Ezra Ember before mailing any return so we can provide return instructions.