RETURNS & REFUNDS – Scales and Embers

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RETURNS & REFUNDS

OUR GUIDELINES

Please be advised that, as our products are made-to-order to maintain ethical and quality standards, all purchases from the Scales & Ember Online Store are non-refundable. If you receive damaged goods, please complete the contact form in the Contact Us section with a detailed description of the issue within 7 days of receipt. We will review the request and issue a replacement if deemed necessary.

For larger orders, customers may be required to return items, with return costs varying based on the destination. The Scales & Ember team will assess the return request and make a determination. If the issue is found to be due to an error on our part, and the return is approved, a replacement will be dispatched within 7-10 working days for UAE orders and 10-15 days for international orders.

Items may only be returned within 7 days of receipt and must be in new, unused condition with all original labels and garment tags attached. Items that are damaged, stained, washed, or altered will not be accepted and will be returned to the customer.

Any designer packaging, including authenticity cards, dust bags, and leather tags, should be included with your return. Items must be returned in their original packaging to ensure adequate protection during transit.

Please note that personalized items, being made-to-order, are non-returnable. Returns that do not adhere to these guidelines will not be accepted.

Thank you for your understanding and cooperation.

Warm regards,

The Scales & Ember Team

RETURN PROCESS

As our products are made-to-order for ethical and quality reasons, we do not accept refunds. We apologize for any inconvenience this may cause.
If you need to return items for an exchange, please follow the procedure outlined below:

Initiate an Exchange Authorization: Visit our Contact Us page and complete the contact form to request an exchange authorization. Provide your email address and order number.
Specify Items and Reasons: Indicate the items you wish to return and the reason for the return.
Await Response: A client service representative will contact you within 24 hours during business days. After review, you may be provided with a return address and instructions.
Prepare Your Return: Ensure that all items you wish to return, along with the completed return form, product tags, authenticity labels or cards, are included in the package. Use the original box or a similarly robust alternative.
Ship Your Return: Send your return to the address provided by the Scales & Ember team. We recommend monitoring the shipment using the tracking information provided by the courier.
Processing and Replacement: Upon receipt of the returned items, we will process the exchange. In some cases, you may not need to return the items; instead, we may ask you to discard any damaged products and will send a replacement. For UAE orders, replacement products will be shipped within 7-10 business days; for international orders, within 10-15 business days.

You will receive a confirmation email once your return has been handled.
Please note that any issues resulting from the use of a courier or return label other than the one provided by the Scales & Ember team are not the responsibility of Scales & Ember.
Return costs may vary depending on the destination. Please refer to the information below for details.

REFUND SERVICE

As our products are made-to-order to uphold ethical and quality standards, we do not offer refunds. We apologize for any inconvenience this may cause. For detailed information on our exchange policy, please refer to the Return Process outlined above.

RECLAMATION

Goods are considered faulty if they are received damaged or exhibit a manufacturing defect within 7 days of purchase. In such cases, please return the item to us. For a return, contact us via the Contact Form. Our Client Service team will respond within 24 hours on business days. Please note that items worn or used beyond being tried on cannot be accepted.