Refund policy

REFUND & RETURN POLICY

At OAK & EMBER GLOBAL LIMITED, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return in accordance with the policy below.

RETURNS

We offer a 30-day return policy. This means you have 30 days from the date your order is delivered to request a return.

To be eligible for a return, items must:

  • be unused, unworn, and in original condition;
  • include all original tags and packaging;
  • not show signs of wear, damage, washing, or alteration; and
  • be accompanied by proof of purchase or order confirmation.

Items returned without prior authorization may be refused.

RETURN PROCESS

To request a return, contact our support team with your order details and reason for return.

Once your return request is approved, you will receive instructions on how and where to send your package.

Customers are responsible for ensuring returned items are packaged securely to avoid damage during transit.

We recommend using a tracked shipping service, as we are not responsible for lost or delayed return shipments.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon delivery.

If you receive:

  • a damaged item;
  • a defective product; or
  • the wrong item,

you must contact us within a reasonable timeframe after delivery so we can review the issue and provide a suitable resolution.

We may request supporting information such as photographs of the item and packaging.

NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

  • sale or clearance items;
  • gift cards;
  • personalized or custom-made products;
  • perishable goods;
  • beauty or personal care products;
  • hazardous materials, flammable liquids, or gases; and
  • any item not in its original condition.

We reserve the right to refuse returns that do not meet the conditions outlined in this policy.

EXCHANGES

We do not offer direct exchanges.

If you would like a different item, size, or variation, the fastest option is to return the eligible item and place a new order separately.

EUROPEAN UNION COOLING-OFF PERIOD

For orders delivered within the European Union, consumers have the right to cancel or return eligible orders within 14 days of delivery for any reason and without justification, in accordance with applicable consumer protection laws.

Returned items must still meet the eligibility requirements outlined in this policy.

REFUNDS

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved:

  • refunds will be issued to the original payment method;
  • processing times may vary depending on your financial institution; and
  • original shipping charges are non-refundable unless otherwise required by law.

Please allow up to 10 business days for refunds to appear on your account after approval.

If your refund has not been received after a reasonable processing period, please contact your payment provider first before reaching out to us.

RETURN REFUSALS

We reserve the right to refuse returns or refunds if:

  • returned items do not meet eligibility requirements;
  • evidence of misuse or abuse is found;
  • fraudulent activity is suspected; or
  • the return falls outside the permitted return period.

POLICY CHANGES

We reserve the right to update or modify this Refund & Return Policy at any time without prior notice. Changes become effective immediately upon posting to the website.