Returns & Exchanges
Returns
In order to arrange a return please email info@embpretty.com or send a message via the 'Contact Us' formReturns are accepted for any reason (excluding personalised items) when you contact us within 14 days of receiving your orderYou must return the item within 28 days of receiving itReturns are not accepted on personalised items unless faulty, in accordance with UK distance selling regulationsReturn postage is payable by the customer, except in situations where the product has arrived damaged, is faulty, or has otherwise been agreed by EMB PrettyAll items, unless faulty, must be returned in a saleable conditionYour refund will be processed once your item has been received back to us and inspectedIf your item is damaged due to care instructions not being followed then no refund will be givenCancellationsIf you wish to cancel an order, you must contact us within 12 hours of placing it, otherwise you will be required to follow the returns processExchangesIf you wish to exchange your item, please email info@EMBPretty.com or send a message via the 'Contact Us' formItems to be exchanged must be received by us in saleable conditionThe customer is responsible for any postage costs associated with exchanging an itemPLEASE ENSURE YOUR ITEM FOR EXCHANGE OR RETURN IS PACKAGED SECURELYIF THE ITEM IS DAMAGED UPON OUR RECEIPT DUE TO INSECURE PACKAGING NO EXCHANGE OR REFUND WILL BE GIVEN
Lost packages
Please allow 10 business days before reporting a package lost, deliveries can be subject to delays for various reasons which are out of our control
Royal Mail will only allow claims for lost packages after 10 business days, if you have still not received your order after this timeframe please contact us to allow us to investigate
Once Royal Mail have confirmed your package as lost you will be given the option of a replacement order or full refund
In the case of a replacement order EMB Pretty will be responsible for postage costs
Items that arrive damaged
If one or more items in your order arrive damaged, please contact us immediately including photographs of the packaging, the damaged items, and, where applicable, the damaged package note from Royal Mail
As soon as we have the required information you will be offered a replacement or full refund
In the case of a replacement order EMB Pretty will be responsible for postage costs
Faulty items
If your item is faulty please contact us immediately to discuss how we can rectify the problem
Air bubbles and other minor imperfections that are considered normal in jesmonite products will not be considered a fault as per the product description
In the case that your item needs to be returned to us for investigation or repair you will be emailed a return postage label
If, upon investigation, the fault has arisen from not following care instructions no replacement or refund will be offered and you will be given the option to have the original item(s) returned to your at your cost
If you are unhappy with your item(s)
As each of our products are handmade/hand painted to order, each one will be different
There may be variations in colour, texture, air bubble formation, pattern and occasionally shape and size. This is due to the fact that we hand-mix, sand and pour all of our paints, pigments and jesmonite
These differences will not affect the use of your product and only make them more unique, however, if you are not happy with your finished item(s) please contact us and we will discuss with you how the issue(s) can be resolved