Refund policy

We want you to be happy with your purchase. If something isn’t right, here’s how we handle returns and refunds.

Returns

  • UK & EU customers: you can return items within 14 days of delivery if you change your mind.

  • Items must be unused, in their original packaging, and in resalable condition.

  • Customers outside the UK/EU: please contact us first for return instructions.

  • Return shipping costs are the customer’s responsibility, unless the item was faulty or sent in error.

Refunds

  • Refunds are issued once we receive and inspect your return.

  • We’ll process your refund to the original payment method within 7–10 working days.

  • Shipping charges are non-refundable (unless the item was faulty or sent in error).

Faulty or Incorrect Items

If your order arrives damaged, faulty, or not what you ordered, please contact us within 7 days of delivery with photos if possible. We’ll arrange a replacement or refund at no extra cost to you.

How to Start a Return

Please contact us with your order number at:

  • Email: hello@creativeember.com

  • Phone:0203 874 61552

  • We’ll provide return instructions.

Exceptions

  • We cannot accept returns on digital downloads or personalised/custom items unless they are faulty.

  • Sale or clearance items may be final sale unless faulty.