Frequently Asked Questions (FAQ)

We accept all major credit cards, PayPal.

Return Conditions

• 
  Returns must be made within 7 days of receiving your order.
  
• 
  Items must be in their original condition and packaging.
  
• 
  If items are returned not in original condition or packaging, a 20% handling fee may apply.
  
• 
  Complaints about products you resell cannot be reimbursed.
  

How to Submit a Return

1. 
   Go to ‘My Orders’ in your Ocean & Ember account.
   
2. 
   Select the order and click ‘Returns Application’.
   
3. 
   Fill in the product quantity and reason for return. Attach photos if the item is defective or incorrect.
   
4. 
   If your return is approved, follow the instructions to send the item back, including courier and tracking information.

Ocean & Ember ships worldwide via PostNL and DHL from the Netherlands. Shipping costs depend on your country of residence and the weight of your package, ensuring fair and transparent rates. You will see the exact shipping cost when selecting your country during checkout.

How shipping costs are calculated:

• 
  Destination country: Each country has its own shipping rates based on distance and local shipping expenses.
  
• 
  Package weight: Heavier packages require more resources, so shipping costs increase with weight.
  

Free Shipping:

• 
  Orders of €100 (excl. VAT) or more qualify for free shipping within the Netherlands, Belgium, Germany, and Luxembourg.
  
• 
  For other EU countries, free shipping thresholds may vary. Please see the shipping table during checkout for details.
  

Ocean & Ember strives to provide fast, reliable, and cost-effective shipping for all customers across Europe and worldwide.

If you received a defective or incorrect product, please submit a return request through your Ocean & Ember account. We will assess your request and, upon approval, send you an email with instructions.

• 
  If the item is defective or delivered incorrectly, we will reimburse return shipping costs.
  
• 
  Please return the product to our headquarters in Spain. Include your order number, item number, and attach photos.
  
• 
  If the product is not defective but not what you expected, you may still return it, but return shipping costs will be your responsibility.
  

Return Requirements:

• 
  Returns must be made within 7 days of receipt.
  
• 
  Items must be in their original condition and packaging. Returns not in original condition may incur a 20% handling fee.
  
• 
  Complaints about products resold by you cannot be reimbursed.
  
• 
  Items that do not comply will be refused and returned to sender at your expense.
  

Submitting a Return:

1. 
   Go to ‘My Orders’ in your Ocean & Ember account.
   
2. 
   Select your order and click ‘Returns Application’.
   
3. 
   Fill in the product quantity and reason for return. Attach a photo if defective or incorrect.
   
4. 
   If you do not have an account, you can submit a request via email or our contact form with your order number, item details, and a photo.
   

After submission, track your return in the ‘Returns’ section. We respond via email within 3 working days. The status will change from Pending to Approved or Rejected.

If approved and the product needs to be returned, ship it within 7 days with the courier name and tracking number. Return shipping costs are your responsibility unless the item is defective or incorrect.

Once received, store credit plus any applicable shipping fees will be issued within 3 working days. If defective or incorrect items do not need to be returned, store credit is issued immediately.

1. Go to ‘My Orders’ in your Ocean & Ember account.
   
2. 
   Select your order and click ‘Returns Application’.
   
3. 
   Fill in the quantity and select ‘Not received’ as the reason.
   

After submission, track your request in ‘Returns’. We respond within 3 working days, and the status will update to Approved or Rejected.

• 
  If approved, store credit will be issued immediately.
  
• 
  If you do not have an account, you can submit a missing item request via email with your order number, item details, and a photo.