Frequently Asked Questions
Take a look at our frequently asked questions and don't forget you can always contact our helpful team at info@emberandstonehouse.com.
Our phone lines are open Monday - Friday, 9am - 7pm and our team will be on our hand to discuss any query you may have. Alternatively, we do have a live chat function in the bottom right of our screen and we will get back to you as soon as we can.
Payments and Orders
I haven't received a confirmation email
We're sorry that you have not received your confirmation email from us. Please check your spam / junk folder in the first instance. If you are still unable to find it, please email us at info@emberandstonehouse.com or if you would prefer to talk to us directly, call us on 0333 090 5432.
How do I cancel my order?
If you change your mind about your order, please get in contact with us as soon as you can by calling us at 0333 090 5432. If the item has already been dispatched, we may be unable to cancel your order but we will discuss with you the next steps.
I'm having issues at the checkout, what do I do?
If you are experiencing issues at the checkout, please contact our team who will be happy to help you place your order for you.
I have a question about one of your products
If you have a question, we would love to hear from you! Please contact our friendly team on 0333 090 5432 or if you would prefer to email us, please contact info@emberandstonehouse.com and we would be happy to assist you.
Do you offer any payment plans?
We do not currently offer any payment plans however, if this something you would like to see in the future, please get in touch and let us know!
Do your products have warranties?
We have fostered strong relationships with our suppliers to ensure that we can sell on their behalf. You will receive a manufacturer's warranty with each of our products to give you confidence when you buy from us!
Delivery
How long will it take for my item to be delivered?
Delivery times will vary depending on the specific item you have ordered however, we will ensure to keep you informed throughout the delivery. For specific delivery times, refer to the specific product page for your precise windows or alternatively, feel free to give us a call on 0333 090 5432 and we'd be happy to help!
How can I track my package?
Once your item has been dispatched, you'll receive an email confirmation to let you know that the item is on its way to you. You'll continue to receive emails through your items journey from the warehouse to your home. However, if you have any concerns, please contact us at info@emberandstonehouse.com
Where do you ship to?
We currently ship to the UK and Northern Ireland only. This allows us to keep your products delivery costs as low as we can. However, if you would like us to deliver to you, please feed this back so we can consider this in the future.
Do you offer a Click and Collect service?
Unfortunately, we are unable to offer click and collect on any of our products.
Returns and Refunds
What do I do if my item is damaged?
We are passionate and proud about offering the highest levels of customer service and delivering your item in tip top condition is no exception. However, in some rare instances, we can make mistakes however, please be assured we will do what we can to make it right. Get in contact with our team at support@emberandstonehouse.com for us to rectify.
Can I return an item if I don't like it or change my mind?
Yes, as we are an online only business, we accept returns and offer refunds on all our items. Please refer to our specific returns policy here.
Can I exchange an item?
Yes we are happy to exchange items as per our returns policy, please get in contact at info@emberandstonehouse.com.
How long do refunds take?
Once we receive the item back to us and the item is inspected to ensure it meets our returns policy requirements, we will issue you a refund and once this happens, this can take 3 - 5 days to go into your account.
