UK STANDARD DELIVERY  We try to keep delivery simple. Most of our products are sent via Evri (2-3 days) and you will receive a tracking code when the order is complete. This will be at the top of the dispatch e-mail you receive. Start tracking as soon as you receive the e-mail and contact us with any problems at: hello@embersandroots.com. Addresses that are not accepted by Evri will be sent via another service. Any claim for a lost or damaged parcel can only be made within 30 days from the date of dispatch. No claims can be made outside of the 30 days.

There is a DPD Next Day delivery option. After your order has been processed following the current processing times it will be placed on a trackable next day delivery service. If DPD do not accept your address another suitable courier will be used.

We aim to get orders processed & dispatched within 1-3 days. It may take longer during busy periods (Christmas & sale time) . If you haven’t received a tracking number within 5 days please contact us directly for one.

We keep customers up-to-date daily on our Instagram page.

Please note: we do not accept liability for any delivery instructions issued to the delivery company by the customer. If you leave instructions requesting a parcel to be left in a different location (e.g. shed, garage neighbour etc.) we do not accept responsibility if you fail to receive your parcel. If couriers are experiencing delays this is unfortunately out of our hands, we do not make any guarantees regarding deliveries. If you parcel has not moved for 5 days when tracking please contact us.

RETURNS We understand that sometimes the products you receive may not be suitable. So for any reason you may have, we are happy to accept returns and offer you an alternative or a full refund for any non-bespoke product (however the cost for the postage will be down to you). Return it within 14 days in its original packaging, no quibbles, no questions. Unfortunately, due to the nature of bespoke items that are made to your specification or have been engraved we are unable to offer a refund. Please note: Items ordered and made to customer specification or engraved are classed as bespoke and cannot be cancelled, returned or refunded once purchased. Please ensure all items are packaged securely and at a standard to withstand delivery. Failure to do so and not protect the item may result in a refund being refused. We recommend that you use insured, registered delivery and obtain receipt. We cannot accept liability for items lost or damaged in transit. This does not affect your statutory rights. Returns Dept; Tithe House, Stoney Lane, Wakefield WF4 2LH.

DAMAGES We take great care in making sure your items arrive to you in perfect condition, however in the rare occasion the product arrives to you damaged, please notify us by email, with images: hello@embersandroots.com within 24 hours of your delivery we will be happy to help. We will not accept returns if the item is used, unless found to be faulty.

ENGRAVING We love to personalise your products and we try our best to get the designs you require, however be very vigilant in providing spellings. Be very careful with predictive text when using mobile phones, always triple check your order before sending it.