Refund policy

Last updated: October 2026

At Wren & Ember, we want you to be happy with your purchase. If you are not completely satisfied, you may request a return under the conditions below.

30-day return policy

You have 30 days from the date of delivery to request a return.

To be eligible for a return, your item must:

Be unused.
Be in its original condition.
Include all parts, accessories and labels.
Be returned in its original packaging where possible.
Not show signs of use, installation, damage, scratches or alterations.

Returns that do not meet these conditions may be refused.

How to request a return

To start a return, please contact us at info@wrenandember.com. Please include:

Your order number
The reason for your return
Photos of the item if it is damaged, defective, or not as expected

Our support team will provide you with the return instructions. Please do not send items back without receiving return instructions first.

Return shipping

Unless the item is defective, damaged, or we shipped the wrong product, customers are responsible for the return shipping costs. We recommend using a tracked shipping service, as we cannot issue a refund for items that are lost during return transit.

Refunds

Refunds are processed only after the returned item has been received and inspected. Once your return has been approved, your refund will be issued to your original payment method. Please allow up to 5 business days for us to inspect your return, and an additional 5–10 business days for your bank or payment provider to process the refund.

Damaged, incorrect or defective items

If you receive an item that is damaged, defective, incorrect or missing parts, please contact us within 48 hours of delivery with your order number and clear photographs of the issue. We will investigate the matter and provide an appropriate solution, which may include a replacement, exchange, or refund.

Items not as described

If you believe your item is not as described, please contact our support team before initiating a payment dispute or chargeback. We may request photographs to evaluate the issue. If the item is confirmed to be eligible for return, we will provide return instructions. Refunds for these claims are issued after the returned item has been received and inspected.

Exchanges

We currently do not offer direct exchanges. If you would like another size, colour or finish, please return your item and place a new order.

Order cancellations

Orders may only be cancelled before they have been processed for shipment. Once an order has been processed or dispatched, it can no longer be cancelled and must instead be returned after delivery.

Refused deliveries

If a shipment is refused or returned because the customer did not accept delivery, failed to collect the parcel, or provided an incorrect address, any return shipping fees charged to us may be deducted from the refund.

Chargebacks

Customers agree to contact Wren & Ember first to allow us the opportunity to resolve any issue before initiating a chargeback with their payment provider. Where a valid return is available under this policy, customers are expected to follow the standard return procedure. Initiating a chargeback without first attempting to resolve the matter with us may delay the resolution process.