Refund policy

Refund & Return Policy

Thank you for shopping with Nomad Ember. Each of our products is made-to-order and often personalized, crafted specifically for you. Because of this, returns for unwanted items or “change of mind” are not accepted.

30-Day Claim Window

If your order arrives defective, damaged, or incorrect, you have 30 days from delivery to contact us. Claims made after this period cannot be accepted.

How to Report an Issue

To start a claim, please email us at hello@nomadember.store with the following:

  • Your order number

  • Photos of the item(s) showing the issue

  • A brief description of the problem

Our team will review your request and work with our production partners to resolve it.

Resolution Process

  • Defective / damaged / incorrect items: You will receive a replacement (remake) at no cost.

  • Refunds: Rarely approved and only in special cases. If a refund is issued, it will be processed back to your original payment method.

  • Returns: Physical returns are not required. Please do not send products back to us unless instructed — our partners resolve claims through photos.

Exceptions / Non-Returnable Items

Because our products are made-to-order and often personalized:

  • Personalized items cannot be returned unless they arrive defective, damaged, or incorrect.

  • We do not accept returns on gift cards.

  • Sale items are final sale and cannot be refunded.

Exchanges

We do not offer direct exchanges. If your order qualifies for a return or remake, you can place a new order separately once your issue is resolved.

European Union Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, without giving any reason.
However, this right does not apply to personalized or custom-made items, which make up the majority of our products.

Refund Timing

If a refund is approved, we’ll notify you and process it to your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card company to post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@nomadember.store.