Política de reembolso

We want everything from Flax & Ember to feel right at home. If something isn't quite the cozy fit you hoped for, we're happy to help.

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return. To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, just reach out to us at support@flaxember.com. Returns must be sent to the address provided.

If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return can't be accepted. You can always contact us with any return questions at support@flaxember.com — we're a reply away.

Damages & issues

Please give your order a look as soon as it arrives, and contact us right away if your item is defective or damaged, or if you've received the wrong thing. We'll evaluate the issue and make it right.

Exceptions / non-returnable items

Certain items can't be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also can't accept returns on hazardous materials, flammable liquids, or gases. If you have questions about your specific item, please get in touch. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get exactly what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We'll let you know once we've received and inspected your return, and whether your refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund, too. If more than 15 business days have passed since we approved your return and you still haven't received it, please reach out at support@flaxember.com.