Refund policy
We want you to love every piece you bring home from Onyx & Ember.
If you're not completely satisfied with your purchase, we're here to help.
Returns
Eligible items may be returned within 30 days of delivery in their original, unused condition and original packaging.
To begin a return, please contact us before sending your item back. We'll provide return instructions based on the product you purchased.
Non-Returnable Items
Because many products are handcrafted or made to order, certain items cannot be returned, including:
- Custom or personalized items
- Made-to-order artwork
- Gift cards
- Clearance or final sale items
Additional exclusions may apply and will be noted on the product page.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and include photographs of the item and packaging.
We'll work quickly to replace the item or provide an appropriate resolution.
Refunds
Once your returned item has been received and inspected, we'll notify you of the status of your refund.
Approved refunds will be issued to your original method of payment.