Orders and Shipping - Scales and Ember

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The Official First Breath Look Book

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For any inquiries about the Atelier collection, please click [Here] to access our Contact Us page and complete the form.

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ORDERS & SHIPPING

SHIPPING INFORMATION

SHIPPING COSTS AND TIME

You will find the dispatch options as well as the delivery costs and times in the following table. Orders are usually shipped within 5-7 working days. Orders ship from our manufacturer on business days (excluding national holidays); a signature is required for a successful delivery.

Destination	Shipping Cost	Delivery Time (Days)
Middle East	Free	5 - 7
Europe	Free	7 - 14
Americas	Free	7 - 14
Asia-Pacific	Free	7 - 14
Africa	Free	7 - 14

ORDER TRACKING

Once your order has been processed and shipped, you will receive an email confirmation with your shipping details and the respective tracking number. If you have set-up a personal account at the Scales & Ember Online Store, you will be able to view and track the status of your shipment in the Portal. If you are not registered yet, you can still track your orders here but we suggest to sign up to comfortably track your future orders. Click [Here] to access the Portal.

TAXES & DUTIES

DDP (DELIVERY DUTY PAID) AND PARTIAL DDP (DELIVERY DUTY PAID)

We ship to most destinations on a DDP (Delivery Duty Paid) basis. The prices indicated on our pages are gross prices, that is, already inclusive of VAT. No additional taxes or customs duties are collected.

The following countries are shipped on a DDP (Delivery Duty Paid) basis:

EUROPE: Albania; Bosnia and Herzegovina; Iceland; Norway; Serbia; Switzerland; Turkey (for orders below 150€)

ASIA PACIFIC: Australia; Cambodia; China (DDP for orders 1000 CNY for multiple items / 5000 CNY for 1 item); Hong Kong; India; Indonesia; Japan; Macau; Malaysia; New Zealand; Pakistan; Philippines; Singapore; South Korea; Taiwan; Thailand; Vietnam

AFRICA: Morocco; Nigeria; South Africa

MIDDLE EAST: Bahrain; Israel; Kuwait; Lebanon; Oman; Qatar; Saudi Arabia; UAE

AMERICAS: Argentina; Bahamas; Bolivia; Brazil; Chile; Colombia; Costa Rica; Ecuador; Mexico (for orders below $1000); Panama; Paraguay; Peru

The following countries are shipped on partial DDP (Delivery Duty Paid) basis. This means prices are inclusive of duties only. Taxes may be calculated and added at checkout. Canada Puerto Rico

These figures may change according to your country's regulations.

DDU (DELIVERY DUTY UNPAID)

In DDU (Delivery Duty Unpaid) destinations, product price displayed do not include all taxes and duties.

Taxes and duties within these destinations are collected upon delivery.

The following countries are shipped on a DDU (Delivery Duty Unpaid) basis and will require payment upon arrival:

EUROPE: Moldova; Montenegro

ASIA PACIFIC: Kazakhstan; Mongolia; Uzbekistan

AFRICA: Algeria

MIDDLE EAST: Armenia; Azerbaijan; Georgia

These figures may change according to your country's regulations.

ORDERS

ORDER BY PHONE

Our Client Service team is on hand to support you through the whole order process. Should you need help finding your desired item, navigating the website, or processing your payment, you can call one of our skilled advisors. If you need assistance in placing an order, please reach out to our Client Service team by filling out the contact form. Click [Here] to access the Contact Us section.

ALTERNATIVE SHIPPING ADDRESS

The Scales & Ember Online Store provides the possibility to select a different Shipping Address from the Billing Address. That makes it easy to comfortably send an order to an office address or to a friend.

CHANGING OR CANCELLING AN ORDER

For technical reasons, it is not possible to change your order once it has been confirmed or shipped.

All items purchased at the Scales & Ember Online Store are non-refundable.

If you receive damaged goods, please complete the form in our Contact Us section and describe the issue within 14 days of receiving your item. We will review the case and send a replacement if necessary. Click [Here] to read more about our Returns & Refund Policy.

PACKAGING

Depending on the product purchased, your order will be wrapped or packed in Scales & Ember garment bags, boxes, or dust bags. In some cases, select suppliers may use Scales & Ember approved packaging that differs slightly from the packaging used by our main manufacturers.
Your order will be shipped in a neutral box to protect your shipment from robbery.

INSURANCE

Scales & Ember insures all items against theft and accidental damage whilst in transit until it is delivered to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by us. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for its receipt that you are accepting a damaged box. In case of need for further support, please contact our Client Service. Click [Here] for Client Services.

PROMOTIONS

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