Terms of service

Custom Order Issue Resolution Process

Because many of our products are custom-made to order, we do not accept returns, exchanges, or cancellations once an order has entered production. However, if an item arrives damaged, defective, or incorrect, we will review the issue and work with you to provide an appropriate resolution.

To report an issue, customers must follow the process below:

1. Notification Period
   Customers must contact Ember Roots Design and Apparel within 7 days of delivery if an item arrives damaged, defective, or incorrect.

2. Required Information
   The request must be submitted via the contact us section and include:

   • Order number

   • Description of the issue

   • Clear photos of the item, the issue, and the packaging

3. Review Process
   Once the request is received, Ember Roots Design and Apparel will review the information and determine whether the issue qualifies for a replacement or refund.

4. Resolution
   If the issue is verified and determined to be the result of damage, defect, or fulfillment error, we may offer one of the following resolutions at our discretion:

   • Replacement of the item

   • Repair (if applicable)

   • Refund to the original payment method

5. Processing Time
   Approved refunds will be issued to the original payment method. Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Failure to report an issue within the required timeframe or failure to provide adequate documentation may result in the request being declined.