Return-Policy

We want you to love your kit. If it's not what you expected, we'll make it right. This policy explains exactly how returns, refunds, and replacements work — please read it before placing your order, as placing an order on myemberly.com means you've agreed to these terms.

1. ORDER PROCESSING AND CANCELLATIONS

To get your kit into your hands as quickly as possible, all orders are processed and prepared for shipment immediately after they are placed. Because of this, we are unable to accept cancellations or modifications once an order has been submitted. This includes changes to items, quantities, shipping addresses, or any other order details. If you change your mind after placing your order, please wait for delivery and then submit a return request as described below. We do not make exceptions to this policy, regardless of how quickly after purchase the request is made.

2. 90-DAY RETURN POLICY

We stand behind Emberly with a 90-day return window — one of the strongest guarantees in the market. If it's not what you expected, we'll make it right.

Return requests must be initiated within 90 days of the original purchase date. To be eligible for a refund, the item must be:

  • Unused, with no signs of stitching, thread loss, or fabric handling
  • In the same condition you received it
  • Returned in its original packaging, including the book, all threads, needles, scissors, packaging inserts, and any free or promotional items
  • Accompanied by a valid Return Merchandise Authorization (RMA) number issued by Emberly

Returns that do not meet these conditions are not eligible for a refund, even if the return request was initially approved. We reserve the right to inspect all returned items and to refuse a refund, issue a partial refund, or return the item to the customer at the customer's expense if the item shows signs of use, is missing components, or is not in resellable condition.

HOW TO INITIATE A RETURN

  1. Visit our Return Center and submit your request using your order number and the email address used at checkout.
  2. Include clear, well-lit photos of all items received, showing their current condition.
  3. Wait for your request to be reviewed. We respond within 2 business days.
  4. If approved, you will receive a Return Merchandise Authorization (RMA) number along with return instructions and the return address.
  5. Ship the product(s) back to us within 7 days of approval, using a trackable shipping method.

You must receive an RMA number before sending your return. Returns sent without an RMA number will not be accepted, will not be processed for a refund, and will be discarded after 14 days if unclaimed. We do not store or return unauthorized shipments.

Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping method with delivery confirmation, as Emberly is not responsible for lost, damaged, or undelivered return shipments. If a return is lost in transit, the customer must file a claim with their carrier; we cannot issue a refund for items we have not received.

3. WHAT IS NOT ELIGIBLE FOR A REFUND

The following situations are not eligible for a refund under our return policy:

  • Items returned after 90 days from the original purchase date
  • Items that have been used, stitched on, washed, or altered in any way
  • Items returned without all original components (book, threads, needles, scissors, packaging)
  • Items damaged after delivery due to misuse, mishandling, improper storage, or normal wear
  • Orders refused at delivery or returned to sender without an approved RMA (these are treated as standard returns and subject to a restocking fee equal to the original shipping cost)
  • Buyer's remorse situations where the customer ordered the wrong quantity, misread the product description, or expected a different product
  • Original shipping charges, expedited shipping fees, or shipping insurance fees, which are non-refundable in all cases

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at support@myemberly.com with:

  • Your full name and order number
  • Clear photos of the damaged, defective, or incorrect item
  • Photos of the original packaging, including any visible damage to the shipping box

If the issue is confirmed, we will, at our discretion, either send a free replacement of the affected item or issue a full refund. We may also ask you to return the damaged item before issuing a replacement or refund; if so, we will provide a prepaid return label. Items damaged due to misuse, mishandling, improper storage, or normal wear after the kit has been opened and used are not eligible for replacement or refund.

5. BUNDLES, MULTI-PACKS, AND PROMOTIONAL ITEMS

For refunds involving product bundles or multi-packs, all items within the bundle must be returned together — including any items marked as "free," "bonus," or listed at $0. If a free promotional item is not returned in its original condition, the full retail price of that item will be deducted from your refund. Partial returns of multi-pack orders may receive a prorated refund at our discretion, calculated based on the per-unit price rather than the discounted bundle price.

6. REFUND PROCESSING

Once your return is received and inspected, please allow up to 10 business days for processing. Approved refunds will be issued to the original payment method used at checkout. We cannot issue refunds to a different card, account, or payment method under any circumstances.

After we process your refund, it may take an additional 5 to 10 business days for the funds to appear in your account, depending on your bank or payment provider. Original shipping charges and shipping insurance fees are non-refundable.

7. CONTACT US BEFORE DISPUTING A CHARGE

If you have any issue with your order — a shipping delay, a damaged item, a missing piece, anything at all — please contact us first at support@myemberly.com before filing a dispute with your bank or credit card company. We respond to every email within one business day and resolve almost every issue within 48 hours. A refund through our return process is faster than a chargeback, and our 90-day guarantee means there is always a path to resolution.

By placing an order on myemberly.com, you agree to contact Emberly and allow us a reasonable opportunity to resolve any issue before initiating a chargeback. Chargebacks filed without first contacting us, or filed for orders that have been delivered and are within the return window, will be disputed using order documentation, including IP address, delivery confirmation, communications history, and signed proof of delivery where available.

8. LATE OR MISSING REFUNDS

If you haven't received your refund within the timeframe above, we recommend:

  • Checking your bank account again, including any pending transactions
  • Contacting your credit card company, as it may take a few business days for the refund to post
  • Contacting your bank, as processing times vary by institution

If you've done all of the above and still haven't received your refund, please contact us at support@myemberly.com with your order number and we will investigate immediately.

9. POLICY UPDATES

We may update this policy from time to time. The policy in effect at the time you place your order is the policy that applies to that order. Updates will be posted on this page with a revised "Last updated" date.

CONTACT

For any return, refund, or order-related question:

Email: support@myemberly.com Response time: within 1 business day