Frequently asked questions

How to search products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

How are shipping costs calculated?

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

Do you ship worldwide?

Yes. We do ship to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-10 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

The Tracking Number for my Order Stopped Updating, WHAT HAPPENED?

If you’re buying from outside of the U.S. (particularly in Canada), your country’s customs department may decide to hold your items at the border temporarily, often without explanation!

Note: Canada’s customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country’s customs department directly and ask that they release your items immediately.

Note: if for some reason your order is never released by customs, we’ll send you a replacement!

Do you accept Cash on Delivery?

Unfortunately, we currently do not do COD.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

How do I receive multiple item order?

In order to expedite delivery of your order, we may ship items at different times from different shipping centers. Our goal is to get you your order as fast as possible!

Where do you ship the items from?

We have many customers worldwide, and we want to deliver the item as soon as we can. We ship our products from various of our supplier from different channels worldwide, to easily deliver the item to you.

I’ve put a wrong shipping address and/or picked a wrong size/variant! Can I change it?

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can’t promise anything as all our items are usually processed immediately after you order and ship out the same day or few days after. If your order has already entered the shipping process, we won’t be able to stop it. Contact us anyway, we still care and we’ll try to make it right for you. We know how frustrating it can be to pay for something you can’t use.

What if I don’t receive my item? Do you guarantee delivery?

We 100% guarantee delivery of every item! If you do not receive your order within the delivery window, simply contact us at hello@emberledge.com and we will get you taken care of!

If after almost 2 months and you haven’t receive your item, please try to contact your neighbors and ask them if they received your order just in case you were not in when the parcel was delivered. Contacting your local post office is also a nice option.

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