HAVE QUESTIONS? WE'RE HERE TO HELP!
We've covered all the most frequently asked questions from our customers to make your shopping easier. If you have any further doubts, our customer support team is fully at your disposal. Contact us and we'll be happy to help!
support@ember-portland.com
Orders & Cancellations
How does order confirmation work?
Immediately after payment, you will receive a confirmation email. A second email with a tracking link will be sent as soon as your order leaves our warehouse.
Can I cancel or modify my order?
Customers can cancel or make changes to their order within 30 days of the purchase date. To speed up the process, please contact us by email as soon as possible.
I have a problem with a discount code, what should I do?
Please send us an email. Please note that all current discounts are often automatically applied directly on our website without the need to enter a code.
Shipping & Delivery
What is the total processing and delivery time?
We will process and ship your order within 1 business day. Standard delivery usually takes 7–10 business days.
How much does shipping cost?
We offer free shipping on all standard orders across the US.
How can I track my order?
Our website has a dedicated "Track My Order" section where you can enter the tracking number you received.
Do you ship outside the US?
We currently focus exclusively on domestic delivery and do not ship internationally.
What happens if I'm not home when my order is delivered?
Your package will be held at your local post office for pickup, or you can arrange a redirect with the carrier, for example to a neighbor.
Returns & Refunds
What is the return period?
You can return items within 30 days of receiving them.
What are the conditions for accepting a return?
The product must be in its original packaging with no signs of use. To process your return successfully, all original documents must be included (e.g. invoice or delivery note).
Who covers the cost of return shipping?
The cost of return shipping is covered by the customer.
How long does it take to receive my refund?
Once we receive and inspect the returned item, we process the refund. It usually takes approximately 7 business days.
What should I do if I receive damaged or defective items?
Please contact us immediately by email and describe the situation in detail. We will ensure a fast and individual solution, or a replacement with the correct item.
Payments & Promotions
What payment methods can I use?
We accept payments via credit/debit cards (Visa, Mastercard and others).
Is cash on delivery available?
Cash on delivery is not yet available. We are actively working with carriers and hope to introduce this option in the future.
Is my payment information safe with you?
Yes, absolute security is guaranteed. All transactions are encrypted and processed in accordance with the strictest security protocols, ensuring maximum protection of your personal and payment data.
Partners & Influencers
Do you have an influencer/affiliate partner program?
Yes, we do. If you're interested in working with us, send us an email with details about your work.
What benefits do you offer partners?
Our partners can receive special discounts, free products and above all financial rewards for every customer who purchases using their unique discount code.
