mdf love photo plaque free standing personalised with own photo

.EmberGrace – Return & Refund Policy

Thank you for supporting independent British art and design. We take immense pride in the craftsmanship of every single item that leaves our studio. Because many of our products feature custom text, original song lyrics, or personalized photography, our policy is structured clearly to protect both your consumer rights and our independent production workflows. [1, 2]

1. Custom and Personalized Items [1]

In accordance with the UK Consumer Contracts Regulations, personalized, bespoke, or custom-made items are completely exempt from the standard 14-day right to cancel. [1, 2, 3]

• This applies to all custom lyric plaques, personalized mugs, tumblers, and bespoke photo items.

• Once a custom order enters production, it cannot be canceled, returned, or exchanged simply due to a change of mind. [1]

2. Damages, Defects, and Errors

Your satisfaction is our absolute priority. If your item arrives damaged during transit, or if a structural manufacturing mistake has been made on our end, we will fix it immediately at zero extra cost to you.

• Reporting Window: You must inspect your order upon delivery and contact us via email within 7 days of receiving the package. [1]

• Evidence Required: Please provide clear photography assets of the damaged product and the outer packaging, along with your original order number. [1]

• Resolution: Upon verification, we will immediately arrange for a pristine replacement to be manufactured and posted to your doorstep on complete autopilot. [1, 2]

3. Non-Customized Stock Items

For any standard, non-personalized lifestyle goods purchased from our boutique showroom, you are fully covered by standard UK consumer protection:

• You have 14 days from the date of delivery to notify us that you wish to return the item.

• The item must be completely unused, pristine, and returned in its original packaging.

• Return Postage: The customer is responsible for covering the return shipping costs, using a tracked delivery service. We cannot accept liability for return packages lost in transit. [1, 2, 3, 4, 5]

4. Processing Refunds

Once your approved return is received and inspected at our Leeds facility, we will send you an email notification.

• Approved refunds are processed immediately back to your original payment method.

• Please note it can take 3 to 5 working days for your UK banking provider or credit card company to clear the funds back into your account balance. [1, 2, 3]

Contact Our Team

For all fulfillment queries, damage reports, or return requests, please contact our dedicated studio desk at: kezjoy@emberandgrace.online

EmberGrace – Shipping & Delivery Policy

Thank you for choosing EmberGrace. We handcraft, print, and securely pack every order directly from our studio facility in uk Because our collections feature premium, custom-made art, original lyrics, and personalized details, our shipping schedules combine precise manufacturing windows with reliable UK courier tracking [2.1].

1. Order Processing & Production Times

• Custom & Personalized Items: Please allow 5-7 working days for design layout, high-definition printing, and structural quality checks before dispatch [2.1].

• Standard Stock Items: Non-personalized lifestyle boutique items are processed and packaged within 1 to 2 working days [2.1].

• Please note: Our production desk operates Monday to Friday. Orders placed over the weekend or on UK bank holidays will enter processing on the following working day [2.1]. [1]

2. Domestic UK Shipping Rates & Delivery Tiers

We deliver nationwide across the United Kingdom using secure, fully tracked courier services to ensure your artisan pieces arrive in pristine condition [2.1].

• Standard Tracked Delivery (Royal Mail 48 Tracked / Evri): £3.00 [2.1].

  • Delivery window: 2 to 3 working days from the date of dispatch.

• Premium Express Delivery (Royal Mail 24 Tracked): £5.50.

  • Delivery window: 1 to 2 working days from the date of dispatch.

• Free UK Shipping Promotion: Spend £40.00 or more store-wide to automatically unlock completely free tracked shipping at checkout [2.1]!

3. Track Your Package

The exact millisecond your package leaves our dispatch table, a automated email confirmation will fly straight to your inbox. This email will contain your dedicated carrier tracking link so you can follow your parcel's journey in real time.

4. Sustainable Packaging Standards

Every EmberGrace item is wrapped using premium, secure packaging specifically engineered to prevent any bending or moisture damage during transit [2.1]. To complement our independent values, we use sustainable bubble mailers, recyclable structural board boxes, and luxury lavender branding accents to ensure your unboxing experience feels exceptional [2.1].

5. Missing or Delayed Deliveries

While UK couriers are highly efficient, transit delays can occasionally occur due to seasonal peaks or industrial disruption. If your tracking link shows no movement for 7 working days post-dispatch, please contact our support desk  kezjoy@emberandgrace.online so we can initiate a priority investigation with the courier network [2.1