Refund policy

At Emberly Jean, we take pride in creating personalized products tailored specifically to each customer. Due to the unique nature of these items, we have outlined the following return and exchange policy to ensure clarity and transparency.

1. Non-Returnable/Non-Refundable Items

All personalized and custom-made products are final sale and cannot be returned or refunded unless there is an error in the customization made by Emberly Jean. Please ensure all customization details are correct at the time of placing your order.

2. Eligible Returns

We accept returns or exchanges only under the following circumstance:

  • Incorrect Customization: If the customization does not match the details provided by the customer (e.g., incorrect name, date, or design).

If any of the above applies, please contact us within 7 days of receiving your order to arrange a return or exchange.

3. Customer Responsibility for Customization Accuracy

It is the customer's responsibility to provide accurate personalization details (e.g., spelling, dates, names). Emberly Jean is not responsible for errors caused by incorrect information provided during the ordering process. Please review your order carefully before submitting.

4. Damages and Incorrect Orders

Please inspect your order upon delivery and contact us immediately if the item is damaged or incorrect, so that we can evaluate the issue and make it right.

To report a problem with your order, please contact our customer service team at ContactEmberlyJean@gmail.com within 7 days of delivery. Please include your order number, a detailed description of the issue, and photos of the damage or error (if applicable). Claims made after this period may not be eligible for a return.

5. Refund or Replacement

To report a problem with your order, please contact our customer service team at ContactEmberlyJean@gmail.com within 7 days of delivery. Please include your order number, a detailed description of the issue, and photos of the damage or error (if applicable). Claims made after this period may not be eligible for a return.

Once your return is received and inspected, we will notify you of the approval or rejection of your return. If approved, you will be eligible for:

  • A replacement of the same item, or

  • A full refund, which will be processed within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at ContactEmberlyJean@gmail.com.

6. Condition of Returned Items

Items must be returned in the condition they were received, including original packaging and all accompanying materials. Products that have been used, damaged by the customer, or altered in any way are not eligible for return.

7. Shipping Costs

  • If the return is due to a defect or incorrect customization, Emberly Jean will cover the cost of return shipping.

  • For all other return requests (if applicable), the customer is responsible for shipping costs.

8. Exceptions

Please note that the following items are non-returnable and non-refundable under any circumstances:

  • Gift cards

  • Final sale or clearance items

10. Contact Us

For any return-related inquiries, please contact our customer service team at:

We appreciate your understanding and cooperation in helping us ensure a smooth and satisfying shopping experience.