Welcome to the Emberwall FAQ page. We're here to answer your questions and make sure you have the best possible shopping experience. If you need further help, don't hesitate to contact us.
Frequently Asked Questions (FAQ)
About Emberwall
How can I contact customer service?
You can reach our customer service team via our Contact Us page or by email at support@emberwall.co.uk.
What is your return policy?
Yes, we offer easy returns within 30 days on all purchases. For more information, please see our Return & Refund Policy.
Do you have a physical store I can visit?
We are an online-only store, which allows us to offer the best prices and a wide product selection.
Can I place a bulk order for my business or organisation?
Yes, we accept bulk orders. Please contact our customer service team for more details.
Where is Emberwall based?
Emberwall is a UK-focused business, offering a curated selection of high-quality electric fireplaces and media wall fires, with delivery available across the United Kingdom.
Shipping
Do you ship internationally?
No, we currently only ship within the United Kingdom.
Do you offer free shipping?
Yes, we offer free shipping on all orders within the United Kingdom. For more information, see our Shipping Policy.
How long will it take to receive my order?
- Order processing time: 1 to 3 business days (Monday to Friday). Once your order has been processed, it will be shipped by one of our trusted courier partners.
- Delivery time: 3 to 7 business days (Monday to Friday).
- Estimated delivery time: 4 to 10 business days (Monday to Friday).
You can view our Shipping Policy here.
How can I track my order?
Once your order has shipped, you'll receive a notification email with a tracking number so you can follow your parcel's journey.
Refunds and Returns
Can I cancel my order after placing it?
Yes, you can cancel your order free of charge at any time before it has been processed. Please contact our customer service team as soon as possible after placing your order to request a cancellation.
What is your return policy?
We offer a simple, hassle-free returns process. For full details, please see our Return & Refund Policy.
What if I receive a faulty product?
If you receive a faulty product, we will repair, replace, or refund it at no cost to you. Please contact us and return the item within 30 days. For more information, see our Return & Refund Policy.
How do I exchange a product?
For detailed information on exchanges, please see our Return & Refund Policy.
When will I receive my refund after a return?
Once your returned item is received and inspected, your refund will be processed. Refunds typically appear on your original payment method within 5 to 10 business days. See our Return & Refund Policy for more details.
Contact Us
- Store name: Emberwall
- Address: 1 Rue Colette, Aubervilliers 93300, France
- Email: support@emberwall.co.uk
- Phone: +44 20 4140 1678
- Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (UK time)
- Response time: We aim to respond within 1 business day.
Questions?
Contact our customer service team at support@emberwall.co.uk.