Refund policy

All returns to Ember & Ash Boutique must be returned within 14 days of receiving items purchased online or to the store of purchase. 

REFUNDS

We will only provide refund if the item/s are faulty. Please note all items are inspected before being presented in-store and before sending online orders, so you should not receive a faulty item.

CHANGE OF MIND RETURNS

We will only provide a credit note for the value of a purchased item if it is returned in the same condition it was purchased, unused with tags and folded neatly. 

For items returned via post, once your return is received in store, and inspected, we will send you an email notification. If we accept the item is in satisfactory condition to be returned, we will send you a credit code which you may use on the website. 

The email will come from emberandash@outlook.com. By adding this email address to your contacts in your email app/program, our email will be less likely to be considered spam or junk.

Credit codes for returns are valid as soon as they are emailed to you and can be used up to 6 months from the date of issue.

Customers returning items to one of our stores will be provided a physical credit note unless an online credit code is specifically requested. Where requested, this will be processed overnight and an email issued within 24 hours as per above.

SALE ITEMS

Please choose carefully when buying sale items. We will not accept any returns on sale items, these purchases are final. 

HOW TO RETURN ITEMS

Please post to 3/472 Golden Four Drive, Tugun QLD 4224, or if you are on the Gold Coast you may return the items to our Tugun or Burleigh Waters store. Click here for location and opening hour details (link will open in a new window).

You must download and fill out, in full, this form and enclose it with the returned item/s whether you are seeking a refund or returning an item/s for store credit. 

Customers are responsible for paying for their own return shipping costs or for returning the items in person to one of our stores on the Gold Coast.

We highly recommend you use a traceable delivery method for returning items. We are not responsible for lost items in the post when returning.

If you return a parcel using "return to sender" your store credit will be less $25, as this is the fee Australia Post charges us for this service and we are not responsible for the cost incurred.

Due to the high turnover of stock in our stores we cannot hold or guarantee a change of size or hold items for you.

NEED ASSISTANCE?

If you have not received your store credit code, please check your spam/junk folder. If you still cannot find the email, please email emberandash@outlook.com and we'll follow it up at our earliest convenience.