Ember Pointed Heels

Returns & Exchange Policy

You may return most new, unopened items within 14 days of delivery for an exchange. Refunds are only issued in rare cases, such as manufacturer defects or errors on our part.

We will cover return shipping costs if the return is due to our error (e.g., you received an incorrect or defective item). Otherwise, return shipping costs are the customer’s responsibility.

Exchanges will be processed within 7-10 business days after we receive the returned item. If a refund is granted under exceptional circumstances, processing times may vary based on your bank (typically 5-10 business days).

If you need to return an item, log in to your account, view your order under the "Complete Orders" section in the My Account menu, and click the "Return Item(s)" button. We will notify you via email once your exchange has been processed.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.