Frequently Asked Questions

HOW DO I CONTACT CUSTOMER SERVICES?

For returns/refunds and faults please email info@embercherry.com

For all other enquires please email info@embercherry.com

Please allow 48hrs for a response. Please note this may be longer at the weekend.

Please do not contact us via our social channels as your message maybe lost.

HOW DO I FIND MY ORDER REFERENCE?

Your reference number will be emailed to you with your shipping details and will be listed on the delivery note in your parcel.

HOW LONG WILL MY ORDER TAKE TO ARRIVE? WHAT IF IT HASN'T ARRIVED?

Depending on your order you should receive your parcel within 5-12 working days (international orders will take 12-24 days).

Please see our delivery page for more information.

Please NOTE that our personalised items are made to order so will take an extra few days to process your order before sending it out to you.

Each product will list the estimated delivery dates in their description.

Kindly, please do not contact us until after the shipping days are passed to discuss a missing item. Thank you.

HOW MUCH IS SHIPPING?

Please see our delivery page for more information.

HOW CAN I RECEIVE A REFUND?

Please see our refund/shipping page for more information.

We do not accept returns and exchanges for custom and metal signs.

I AM NOT HAPPY WITH MY ORDER, CAN I RETURN OR EXCHANGE?

Please see our refund/shipping page for more information.

WHAT TO DO IF MY PRODUCT IS FAULTY?

Please see our refund/shipping page for more information.

What Is The Necklace Made Of?

Our custom jewellery is handcrafted with high quality stainless steel. 14K Gold plating is available.

Can I Shower Or Swim with it?

Pools and jacuzzis are full of chlorine, which can discolour your jewellery if exposed for too long. So play it safe: when swimming take your jewellery off.

What are our Metal Signs Made of?

Our Metal Signs are laser cut from 18gauge (0.048”) steel and powder coated so you can hang this item indoors or outdoors. High quality, durable, and will not deteriorate!

HOW DO I ENTER AN DISCOUNT CODE?

You will be asked to enter your discount code at the checkout. Please ensure that you enter your code correctly and the discount has been applied before finalising your payment as we will not be able to refund you or give you the difference once you have paid.

THE PRODUCT I RECEIVED LOOKS DIFFERENT TO THE COLOUR ON THE WEBSITE?

We would like to remind customers that actual colours of garments may vary slightly. It is important to recognise that products can vary from what they appear on a computer monitor, tablet or phone.

WHAT IS YOUR PRIVACY POLICY?

Our privacy policy can be found here.

WHAT ARE YOUR TERMS AND CONDITIONS?

Our terms and conditions can be found here .