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Because each piece begins with breath, heat, and intent — we honor the time it takes to create.

Order Cancellation

Every Ms Ember piece is handcrafted to order. Once your order has entered production (typically within 12 hours), cancellations are no longer possible. If you wish to cancel, please contact us at msember@zohomail.com as soon as possible — if your item has not begun production, we’ll be happy to assist.

Returns & Exchanges

Due to the bespoke, made-to-order nature of our work, we do not accept returns or exchanges once an item has been opened or used.

However, your satisfaction matters deeply to us. Please note: Each Ms Ember creation is a delicate, fully handcrafted glass artwork. While we take every precaution to package securely, a very small risk of minor breakage during transit may occur. In the rare event this happens, we will promptly arrange repair or replacement — beauty deserves nothing less.

If your item arrives damaged, we kindly ask that you:

Record an unboxing video upon receiving your package.
Email the video to msember@zohomail.com within 24–48 hours of delivery.

If approved, we will craft and send a free replacement — our commitment to beauty includes integrity.

Refunds

Refunds are only issued under the following conditions:

The item arrives broken and cannot be replaced (due to discontinuation or lack of materials).
Your order is canceled before production begins.

All refunds will be issued to the original payment method. Please allow 5–10 business days for processing.

Incorrect Address Disclaimer

Please ensure your shipping information is accurate before confirming your order. Ms Ember is not responsible for packages sent to incorrectly provided addresses, and we cannot guarantee redirection once an order is submitted.