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 click [Here] with a detailed description of the issue within 14 days of receipt. Our team will review your request and issue a replacement if deemed necessary. In the unlikely event that your order arrives damaged, please note that return shipping costs are the responsibility of the customer. As a token of appreciation for your understanding, we’ll provide a 30% discount on your next order.
The Scales & Ember team will assess each return request individually. 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 working days for international orders, after we have received the damaged goods.
Items may only be exchanged for a new item within 14 days of receipt and must be in new, unused condition with all original labels and garment tags attached. Items that are self-damaged, stained, washed, or altered will not be accepted and will be returned to the customer.
Please note that personalized items, including custom sizing and embroidered name labels are non-returnable and may extend the processing time. Returns that do not adhere to these guidelines will not be accepted.
Thank you for your understanding and cooperation.
