FAQS

Terms & Conditions
Privacy Policy

When will my order be despatched?

All orders including custom made orders are handmade/ manufactured within 4-7 business days of receiving payment and proof approval (if applicable to your order) and shipped the following business day (excludes public holidays).
During sale periods the manufacturing time may be increased by two to three business days.

If you require your order urgently, you can purchase our ‘rush order’ listing. By adding this to your order, we will work even harder to provide a design proof (if required) within one business day and despatch your order within three business days of selecting/ approving a design.

I have ordered a personalised item. When will I receive a design proof?

Design proofs will emailed to the nominated email address within two to three business days of placing an order and receiving payment (excludes public holidays). The manufacturing time above commences once a design has been selected/ approved.

Can I track my delivery?

All orders come with tracking unless you have selected the ‘standard untracked’ post option for a small item. Tracking details will be provided via email as soon as your order has been despatched.

Orders that qualify for free standard shipping will be sent via Australia Post’s parcel post service which includes tracking. This is not an express service. If you require express post, please select the option at the checkout.

Ember Design Co. does not accept responsibility for missing items sent using the ‘standard untracked’ post option or lost parcels due to an incorrect or incomplete address supplied with your order.

How long will delivery take?

Once your order has been despatched, the delivery time will vary depending on your chosen method of shipping during check out and your location.

All orders are shipped from Melbourne via Australia Post.

Pick up – Collection of your order can be arranged by appointment only from our address in Carrum Downs, Melbourne, Victoria.

If your order is urgent we recommend selecting ‘Express Parcel Post’ at the checkout.
*Deliveries made with this method usually deliver within 1-2 business days however this is dependant on your location and delivery can take longer to some locations .
Click here to be taken to the Australia Post website where you can find further information regarding Express Post and delivery times to your region.

The below delivery times are an extract from the Australia Post website and as such are guidelines only.
Ember Design Co. cannot be held accountable for deliveries received outside of these time frames.

Your LocationRegular Parcel PostExpress Parcel Post
Metro Victoria (Melbourne)up to 2 business days1-2 business days*
Country Victoriaup to 5 business days1-2 business days*
Metro – Outside of Victoria3-6 business days1-2 business days*
Country – Outside of VictoriaVaries – See hereVaries – See here

Product normalities & variations

Every effort has been made to accurately display the colours and images of our products.
We cannot guarantee that your device’s display will be accurate.

The wood grain and colour of any products made from, or consisting of natural wood may vary.
Some wooden products may also have some splintering. This is especially common with bamboo. This is within scope of the finished product as it is a natural occurrence in the material.

Some products may have ‘smokey’ edges (like yellow or brown charring) however this is a normal occurrence due to the method of manufacturing.

For products that have acrylic applied as a second layer, an outline of the pieces that are to be applied will be marked on the first layer to ensure accurate placement. Sometimes these outlines can be seen right beside where the acrylic has been applied. This is within scope of the finished product as a result of the method of manufacturing and hand application of the materials.

Product dimensions are approximate and may vary slightly.

Returns and refunds

Any complaints and refund requests must be submitted here.
Refund requests must be made within 7 days of receiving your item.

We do not accept returns or exchanges or provide refunds for any change of mind.

Photo evidence must be provided to Ember Design Co. within 24 hours of receiving the item/s in order to be accepted as supporting documentation for any request for refund you make.

Custom products cannot be returned and a refund will not be issued for ‘change of mind’. Custom products that we agree for you to return will be returned at your cost.

Granted refunds can only be made to the original source of payment.