Terms of Service
1. Overview
Welcome to Ember Hour. By accessing or placing an order through our website www.theemberhour.com, you agree to the terms and conditions outlined below.
We’ve kept things simple and transparent — these terms are here to protect both you and us. If you have any questions at all, please get in touch at hello@theemberhour.com — we’re always happy to help.
2. UK Shipping
We currently ship within the United Kingdom only.
Dispatch Times:
Orders are typically dispatched within 2–3 working days of purchase.
Delivery Options:
- First Class Signed For — sent via Royal Mail Signed For, includes tracking and requires a signature upon delivery.
- Second Class — sent via Royal Mail Second Class, which does not include tracking.
We recommend selecting the “Signed For” option for a reliable, trackable delivery.
Please note that once your parcel has been handed to Royal Mail, delivery times may vary depending on postal service conditions. Ember Hour is not responsible for delays or losses caused by Royal Mail or other external factors.
If your parcel hasn’t arrived within a reasonable timeframe or there’s an issue with delivery, please email hello@theemberhour.com, and we’ll do our best to resolve it quickly.
3. Candle Care & Safety
We want you to enjoy your Ember Hour candle safely and fully. We have created a Candle Care Guide, which is available here
Please read and follow the safety instructions found:
- On the bottom label of your candle
- On our website
Important: Ember Hour cannot be held responsible for any damage, injury, or loss resulting from misuse, failure to follow safety guidance, or leaving candles unattended.
If you’d like to see Safety Data Sheets (SDS) listing ingredients and possible allergens, please email hello@theemberhour.com, and we’ll be happy to provide them.
4. Returns & Refunds
We hope you love your Ember Hour candle, but if something’s not right, we’ll make it right.
- If your candle arrives damaged or faulty, please contact us at hello@theemberhour.com within 7 days of receiving your order.
- Please include photos of the item and packaging to help us resolve the issue quickly.
- Depending on the situation, we’ll arrange a replacement or refund.
We’re unable to accept returns on used candles unless there’s a manufacturing fault.
If you’re unhappy with your order for any reason, don’t hesitate to reach out — we’ll always do our best to help.
5. Privacy & Data Protection
We take your privacy seriously. Any personal information you share with us — such as your name, address, email, and payment details — is collected solely for the purpose of processing and delivering your order.
We will never sell or share your information with third parties, except where necessary to complete your order (e.g. payment processors and delivery partners).
All payments are handled securely through trusted third-party platforms that comply with current data protection and PCI security standards.
For more details, please see our Privacy Policy at www.theemberhour.com (or we can help you draft one if you don’t have it yet).
6. Intellectual Property
All content on this website — including text, product descriptions, images, logos, and designs — is the property of Ember Hour and is protected by copyright and intellectual property laws.
You may not copy, reproduce, or distribute any part of this website or its content without our written permission.
However, we’d love you to share our candles online — feel free to tag us or credit us when doing so!
7. Contact Us
For any questions about these Terms, your order, or anything else, please get in touch:
📧 hello@theemberhour.com
We aim to respond within 2 working days and will always do our best to help.