Refund policy
We want you to feel genuinely good about what you've bought from EMBESS — not just satisfied, but glad you ordered it. If something isn't quite right, here's exactly how we sort it out.
Returning an item
You have 30 days from the date your order arrives to send something back, as long as it's unused, and still in its original condition with tags attached. We check every return against this standard, so keeping tags on until you're sure is always the safer bet.
A few categories are excluded from returns for hygiene reasons: earrings and other pierced jewellery, and swimwear where the hygiene seal has been removed. Anything marked "Final Sale" at checkout is also final — no exceptions, since that's reflected in the reduced price.
Starting a return
Email us at with your order number and which item(s) you'd like to send back. We'll get back to you with confirmation and clear instructions on where to post it.
What happens once we receive it
When your return arrives with us, we check it over to make sure it meets the conditions above. You'll hear from us by email either way — if it's approved, your refund goes back to your original payment method within 7 business days. If something doesn't quite meet the return conditions, we'll explain why and send the item back to you rather than just leaving you wondering.
Who covers return shipping
If you've simply changed your mind, return postage is on you. If the item arrived faulty or isn't what you ordered, that's on us — we'll cover the cost of getting it back.
On exchanges
We don't run a direct exchange system at the moment. If you need a different size or colour, the simplest route is to return your original item for a refund and place a fresh order for what you actually want — that way you're not waiting on us to process a swap before your new item ships.
If something arrives wrong
Damaged, faulty, or not what you ordered — if any of that happens, get in touch at within 30 days with your order number and a photo of the item. We'll sort out a replacement or a full refund, return shipping included, no back-and-forth required.
Where this applies
This policy covers orders delivered within the United Kingdom, which is currently the only place we ship.
Get in touch
Hero Scale LLC (trading as EMBESS)
680 S Cache Street, Jackson, WY 83001, USA
Email:
Phone: +44 7882 760665
Monday–Friday, 9:00 AM–5:00 PM (GMT)