Shipping & Product Warranty

Shipping Policy

When you place an order for items online from Ember Homewares, you acknowledge and agree to adhere to our Delivery and Shipping Policy. This policy outlines important information regarding the shipping methods we use, estimated delivery times, shipping fees, and any other relevant terms and conditions related to the delivery of your order. By completing your purchase, you confirm that you have read, understood, and accepted all aspects of our Delivery and Shipping Policy, ensuring a smooth and informed shopping experience.

• Shipping Method: Ember Homewares determines the method of shipping for all items. We typically use trusted couriers authorized to leave parcels at residential addresses unless the customer specifies otherwise before placing an order. This preference helps avoid parcels returning to the courier’s depot, ensuring quicker and more convenient delivery.
• Safety of Parcel: Couriers will only leave parcels in locations they deem safe from theft. Parcels will not be left in places considered unsafe. If a customer prefers not to authorize the courier to leave the parcel unattended, they must inform Ember Homewares before placing the order, which may result in a re-delivery fee.
• Re-delivery: Customers who prefer not to authorize the courier to leave parcels unattended must notify Ember Homewares before ordering. If this preference is not communicated beforehand, the customer may incur a re-delivery fee.

Estimated Delivery Times

We are unable to guarantee delivery on specific dates or times as our delivery partners cannot guarantee this either. Timeframes are estimates only. 

Approximate delivery timeframes from dispatch are:

• VIC: 3 - 8 business days
• NSW, SA, ACT & QLD: 5 - 10 business days
• WA: 7 - 14 business days

Delivery and Tracking

• Delivery Start: Delivery time starts once payment is cleared and the item is dispatched from the warehouse, which usually takes 1-2 business days from when payment has cleared
• Order Tracking: Tracking details will be provided after dispatch. Please allow up to 48 hours for tracking information to update online.
• Multiple Boxes: Some items may ship in multiple boxes, which may not all arrive on the same day.

Our Courier Providers

The couriers and delivery services we use may change over time. Estimated delivery times and our process for selecting a courier for your order are indicative only. Here are some details about our couriers:

• Australia Post: Items ≤ 22 kg are typically dispatched with eParcel. You can track your order via Australia Post using the provided consignment number.
• Aramex Australia: Items > 22 kg may be dispatched with Aramex. You can track your order via Aramex using the provided tracking number.
• Allied Express: Items > 22 kg may be dispatched with Allied Express. Track your order via Allied Express using the consignment note and postcode.
• Hunter Express: Items > 22 kg may be dispatched with Hunter Express. Track your order via Hunter Express using the provided tracking number.
• Toll Group: Items < 30 kg may be dispatched with Toll. Track your order via Toll Group using the provided tracking number.
• TNT: Items from our Brisbane operation may be dispatched with TNT. Track your order via TNT using the provided consignment note number.

Undeliverable Packages

• Returned Parcels: If a parcel is returned to us, our customer service representative will contact you via email. Fees and charges may apply if the parcel is not collected within an acceptable time frame.
• Inaccurate Address: If there are address discrepancies and the item is returned to us, a customer care team member will contact you. Re-delivery costs will apply.
• Unsuccessful Delivery: If no one is present when the order arrives and the courier leaves a notification, you may need to pick up your parcel from the local post office or collection point. Re-delivery costs will apply if you are not home at the arranged time, and some couriers do not re-deliver after missed attempts.
• Contactless Delivery: Some couriers may adopt a contactless delivery model, leaving items in a safe place.

Rejected by Receiver

• Gifts: If your item is a gift, please ensure the receiver is aware to avoid parcel rejection. Re-delivery costs will apply if the parcel has to be re-sent.

Undeliverable Postcodes

Due to limited access by our couriers, some postcodes are undeliverable. Orders to these postcodes will not be processed. Postcode deliverability will be automatically confirmed or denied at checkout before payment is processed. 

If you have any questions or need further clarification, please contact our customer service team at admin@emberhomewares.com.au.

Product Warranty Policy

At Ember Homewares, your satisfaction is genuinely important to us. We carefully select our products and work closely with our suppliers to ensure quality, durability and value. However, if something isn’t quite right, we’re here to help.

Below you’ll find everything you need to know about our warranty process, timeframes and your rights under Australian Consumer Law.

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Manufacturer’s Warranty

Many of our products come with a 12-month manufacturer’s warranty, unless otherwise specified on the individual product listing. Some items may include a longer warranty period, so we always recommend checking the product description at the time of purchase for the specific warranty details.

What the Warranty Covers

If your product is found to be faulty due to a manufacturing defect within the applicable warranty period (starting from your date of purchase), we will work with you to resolve the issue promptly.

Subject to assessment, Ember Homewares may:

• Repair the item

• Provide replacement parts

• Replace the product

• Offer store credit

• Provide a refund (if repair or replacement is not possible or unavailable)

Each claim is assessed individually to ensure a fair and appropriate outcome.

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Australian Consumer Law

Our Warranty Policy operates in addition to your rights under the Australian Consumer Law (ACL).

Under Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to:

• A replacement or refund for a major failure

• Compensation for any other reasonably foreseeable loss or damage

• Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

Nothing in this policy limits or replaces your rights under Australian Consumer Law.

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Important Timeframes

To help us resolve matters quickly and efficiently:

• Please notify us of any damage, missing parts or faults within 10 working days of receiving your order.

• Warranty claims must be submitted within the applicable warranty period (usually 12 months from purchase unless otherwise stated).

Claims submitted outside of these timeframes may not be eligible for warranty support, however we will always review your situation in good faith.

Once a claim is lodged with all required information, please allow up to 10 business days for investigation and resolution. Many cases are resolved sooner, but complex assessments may take the full timeframe.

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How to Lodge a Warranty Claim

To ensure a smooth and fast resolution, please email us at:

admin@emberhomewares.com.au

Please include the following details:

• Full name used on the order

• Email address associated with the order

• Order number

• Item name (and serial number if applicable)

• Date of purchase

• Number of boxes received

• A clear description of the issue

• Clear photos and/or video footage showing the fault or damage

The more detail you can provide upfront, the faster we can assist you.

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Proof of Purchase

Proof of purchase is required for all warranty claims. This can include:

• Order confirmation email

• Invoice or receipt

• Order number

Please note: we often receive enquiries from Facebook profiles or alternative email addresses that differ from the original order details (for example maiden names or shared accounts). If this applies to you, please let us know the name and email used when placing the order so we can locate it quickly.

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Assessment & Resolution Process

Once your claim is received:

1. Our team reviews the information provided.

2. We may request additional photos or clarification if needed.

3. Where required, we liaise with our suppliers or manufacturers.

4. We confirm the appropriate resolution in writing.

We treat every claim seriously and aim to provide a fair and practical outcome as quickly as possible.

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What Is Not Covered

While we stand by our products, warranties generally do not cover:

• Damage caused by misuse, neglect or improper assembly

• Normal wear and tear

• Commercial use (unless specified)

• Damage caused by failure to follow care instructions

• Modifications or alterations made after purchase

If you are unsure whether your issue is covered, please contact us — we are always happy to review your situation.

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Our Commitment

As an Australian-owned business, we value transparency and long-term relationships with our customers. If something goes wrong, our goal is to resolve it respectfully, efficiently and in line with your consumer rights.

If you have any questions about your product or warranty coverage, please reach out — we’re here to help.