Shipping

Shipping Policy

Pure Ember ("we" and "us") is the operator of (https://www.pureember.com.au) "Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

 

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

 

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

 

3. Returns

3.1 Change Of Mind

We do not accept returns on change of mind purchases. 

3.2 Warranty Returns

The Manufacture will happily honor any valid warranty claims where items arrive  damaged or faulty, an email must be sent within 7 days from the date  of delivery and photos of the damage email to info@pureember.com.au. You will then be contacted.

 

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 14 days

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 38 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at the checkout. 

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of the order. Our warehouse operates on Monday - Friday during standard business hours,  except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O Box Shipping 

Pure Ember ships to PO Boxes.

 

5. Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

 

6. Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

 

7. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

  

8.Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

 

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

 

10. Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

 

11. Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

 

12. Customer service

For all customer service enquiries, please email us at info@pureember.com.au