Return Policy

Returns

In order to arrange a return please email us via the 'Contact Us' link

Returns are accepted for any reason (excluding personalised items) when you contact us within 14 days of receiving your order

You must return the item within 28 days of receiving it

Returns are not accepted on personalised items unless faulty, in accordance with UK distance selling regulations

Return postage is payable by the customer, except in situations where the product has arrived damaged, is faulty, or has otherwise been agreed by EMB Pretty

All items, unless faulty, must be returned in a saleable condition

Your refund will be processed once your item has been received back to us and inspected

If your item is damaged due to care instructions not being followed then no refund will be given

Cancellations

If you wish to cancel an order, you must contact us within 12 hours of placing it, otherwise you will be required to follow the returns process

Exchanges

If you wish to exchange your item, please email us via the 'Contact Us' link

Items to be exchanged must be received by us in saleable condition

The customer is responsible for any postage costs associated with exchanging an item

PLEASE ENSURE YOUR ITEM FOR EXCHANGE OR RETURN IS PACKAGED SECURELY

IF THE ITEM IS DAMAGED UPON OUR RECEIPT DUE TO INSECURE PACKAGING NO EXCHANGE OR REFUND WILL BE GIVEN

Lost packages

Please allow 10 business days before reporting a package lost, deliveries can be subject to delays for various reasons which are out of our control

Royal Mail will only allow claims for lost packages after 10 business days, if you have still not received your order after this timeframe please contact us to allow us to investigate

Once Royal Mail have confirmed your package as lost you will be given the option of a replacement order or full refund

In the case of a replacement order EMB Pretty will be responsible for postage costs

Items that arrive damaged

If one or more items in your order arrive damaged, please contact us immediately including photographs of the packaging, the damaged items, and, where applicable, the damaged package note from Royal Mail

As soon as we have the required information you will be offered a replacement or full refund

In the case of a replacement order EMB Pretty will be responsible for postage costs

Faulty items

If your item is faulty please contact us immediately to discuss how we can rectify the problem

Air bubbles and other minor imperfections that are considered normal in jesmonite products will not be considered a fault as per the product description

In the case that your item needs to be returned to us for investigation or repair you will be emailed a return postage label

If, upon investigation, the fault has arisen from not following care instructions no replacement or refund will be offered and you will be given the option to have the original item(s) returned to your at your cost

If you are unhappy with you item(s)

As each of our products are handmade/hand painted to order, each one will be different

There may be variations in colour, texture, air bubble formation, pattern and occasionally shape and size. This is due to the fact that we hand-mix, sand and pour all of our paints, pigments and jesmonite

These differences will not affect the use of your product and only make them more unique, however, if you are not happy with your finished item(s) please contact us and we will discuss with you how the issue(s) can be resolved