Shipping & Information

IMPORTANT NOTICE

Ember Lasting cannot guarantee arrival prior to Christmas. Our processing times are currently 5-7 business days - shipping additional. Perth local pick up will remain open right up until 23rd December. Wherever possible we will ship sooner.

View latest advice on Christmas cut off dates here: 

https://auspost.com.au/sending/christmas-sending-dates

If you receive notification your order is ready for collection; please do pick up within a week to avoid festive clutter overwhelm in our small home studio - its much appreciated :)

Lastly, a friendly reminder that we are just two keen elves trying our very best to get your orders dispatched as swiftly as possible via sleigh mail. Express shipping does not equal express production. As we will be busy working on your special orders, admin will slow down so please bear with us if our email/social media responses are not instant.

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OUR PROCESS

We take great pride in the quality of our products. Please take note of the following terms and conditions to avoid disappointment.

All of your orders are packed with love & care and are shipped from our home-based business in Craigie (Perth), Western Australia. 

Wooden products may have variations in colour due to layers and grain. Engraving may come in different levels of darkness due to the layers in the wood. The colour of any product may vary slightly from your computer screen due to monitor settings.

Please be aware before ordering that most of our products are made to order. If you need your order by a specific date, please contact us via email to  hello@emberlasting.com with your requirements.

Please note that Express Shipping does not mean your parcel has priority packing. Your order will be packed in the order that it was placed.

Production Time
Current production timeframe for made to order is 3-5 business days prior to shipping. Please allow up to 3 business days for packing and dispatch. This may be extended during busy periods. Once your order has been shipped you will receive an email with tracking details and estimated delivery time. Please note some deliveries may be delayed due to the current pandemic. 

  • Payments are required in full at time of order.
  • Payment options include PayPal, Visa, Mastercard and Amex, or with AfterPay.
  • If a design draft or proof is required for your order this will be sent through via email within 3 business days after your order is received.
  • Additional time will be needed for larger orders or peak seasonal periods.
  • Please keep in mind we are a small team of two and pack orders as quickly as we can! During busier times you may have to wait a little longer, but we appreciate your patience and support.

Custom Orders
Please make sure all details/spelling is correct as text will be copied exactly. Ember Lasting takes no responsibility if an order has been spelt incorrectly.

ECO FRIENDLY POLICY & PACKAGING

We consider ourselves top notch fragile packing wizards here at Ember Lasting, so believe us when we say that we go to great lengths to make sure all your goodies are packaged with lots of thought and care!
 
Your items are just as important to us as they are to you. 

Sustainability and being environmentally friendly is an absolute huge priority for us. Although we may not be absolutely perfect, we put a lot of thought and effort into making sure we do our bit to help our beautiful planet. Even as a small business, the responsibility to be environmentally friendly is still ours and our eco friendly mindset is also applied within our home & workspace. 

SHIPPING

Ember Lasting ship worldwide excluding North America (insurance constraints). Any orders from North America will be automatically refunded.

Standard Shipping
Standard delivery 4-10 business days, this may however be up to 14 days during busy periods or during the current pandemic. Express postage options available and calculated at checkout.

All packages are shipped via Australia Post to give you great service at the best possible price. Ember Lasting take no responsibility for lost or delayed orders once posted. Orders are posted from Craigie WA 6025. For estimated delivery times, click here.

Once an order has been placed, we are not able to combine with other orders or refund postage costs. 

By using our website and placing an order you are accepting our shipping terms and conditions. If you have any issues or would like further details please contact us at hello@emberlasting.com

Free Local Pick Up

You can select local pick up to collect from our Perth home studio at checkout. You will receive an email after standard order processing time letting you know your order is ready. You will be asked to confirm your preferred collection time window to book pick up by txt. Pick up hours are strictly Friday, Saturday or Sunday 9am til 6pm. Bookings are required. If you do not arrive during your scheduled timeslot, you will need to rebook accordingly for the next available day, your order items will be kept for you. If you select standard shipping at checkout, you cannot change to local pick up and request a refund on postage so please consider your options carefully prior to placing your order.

International
Yes! We ship most items worldwide wherever our insurers permit (sadly at this time our products are not able to be shipped to North America, sorry).  Any orders from North America will be automatically refunded.

 

Please be aware that shipping is an additional cost and will be added at checkout. Buyers are responsible for any customs and import taxes that may apply. All international orders are sent via Australia Post.

Order Details & Delivery Address
Please ensure all personal and delivery details are correct prior to submitting your order. Orders begin the process of being fulfilled as soon as they are received and so we are not able to make changes once completed. This includes name, email, address, products purchased, cancellation, shipping, discount codes etc. We are not liable for orders sent to the wrong address. 

Failed Delivery

In the event that the tracking does not show a successful delivery, or not tracking any further than its last scan - we will lodge an investigation with the postage company or courier, and work with them to sort the situation out. If they deem it as lost then we will replace your items for you.

In the event that the tracking shows it has been delivered successfully but you have not received your goods - We will lodge an investigation with Australia Post and work with them to sort the situation out. If they deem it to be a successful delivery due to GPS co-ordinates of the driver at your address, or photographic evidence of safe drop - then we will not replace the items. In this instance, we suggest lodging a stolen goods report with the police.
 
RETURNS
As our products are custom made to order, we do not offer any refunds on purchased items if you change your mind. Unfortunately, we also cannot accept returns on sale items or gift cards.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We take a great deal of care to ensure that your package arrives safely, however in the rare case that your item gets damaged or goes missing we are not held responsible.

Please note: Some of our products are natural wooden products, therefore no item is exactly the same as another. There will be some imperfections in laser work due to the natural nature of the product. By purchasing, you acknowledge this and no refund will be issued for change of mind.