Refund policy

REFUND & RETURN POLICY

Every Ash & Ember item is made specifically for you when your order is placed. Because our products are produced on demand, we generally do not accept returns or exchanges for incorrect size selection, change of mind, or buyer's remorse.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, misprinted, or you receive the wrong item, contact us within 14 days of delivery.

Please include your order number, a description of the issue, and clear photographs showing the problem. We will review the issue and, when approved, arrange an appropriate replacement or refund at no additional cost to you.

SIZE & FIT

Because each item is produced on demand, we cannot accept returns or exchanges when the wrong size was ordered. Please review the product description and available sizing information carefully before placing your order.

ORDER CHANGES & CANCELLATIONS

Orders enter production quickly. If you need to change or cancel an order, contact us as soon as possible. We cannot guarantee that an order can be changed or canceled once it has entered production.

LOST ORDERS

If your tracking information indicates that your order may have been lost in transit, contact us so we can investigate the shipment and determine the appropriate resolution.

REFUNDS

When a refund is approved, it will be issued to your original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

EUROPEAN UNION RETURNS

If your order is subject to mandatory consumer cancellation or return rights under applicable law, those rights are not affected by this policy.

CONTACT US

If you have a problem with your order, contact us at:

todd@ashandemberproductions.com

Please include your order number so we can assist you as quickly as possible.