Terms of service

About these terms

These terms apply when you buy from Ember & Quartz at emberandquartz.co.uk. Please read them before ordering. Nothing in these terms reduces your statutory rights as a consumer under UK law.

Who we are

Ember & Quartz is an online retailer selling home fragrance products to customers in Great Britain. Our business address is:

Ember & Quartz
Flat 64, Croft House, 21 Heritage Avenue
London NW9 5XY
United Kingdom

You can contact us at any time by email at hello@emberandquartz.co.uk.

Placing an order

Adding an item to your basket and paying places an order; it does not automatically create a contract. A contract is formed when we send you an email confirming that your order has been dispatched.

We may decline or cancel an order — for example if the item is out of stock, if there has been a pricing error, or if the delivery address is outside Great Britain. If we cancel, we refund you in full.

Prices and payment

Prices are shown in pounds sterling (GBP) and are the total price payable for the goods. Delivery is charged separately and is shown at checkout before you pay.

Payment is taken securely through Shopify's checkout. We never ask for payment outside our checkout, and we do not ask customers to pay by bank transfer, cryptocurrency, gift card or messaging apps. If anyone contacts you claiming to be us and asks you to pay another way, it is not us — please tell us.

If we discover an obvious pricing error before dispatch, we will contact you and give you the choice of paying the correct price or cancelling for a full refund. We will not simply charge you more.

Delivery

We deliver to Great Britain only. See our Shipping Policy for options, costs and timings. The goods are your responsibility once they are delivered to the address you gave us.

Cancellation, returns and faulty goods

Your 14-day cancellation right and your rights in respect of faulty goods are set out in our Refund Policy, which forms part of these terms.

Product information

We describe our products as accurately as we can. Images are for illustration and colours may appear slightly differently on different screens. Always follow the safety and care guidance supplied with the product and shown on the product page.

Our responsibility to you

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach. We are not responsible for loss or damage that is not foreseeable.

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for any breach of your legal rights in relation to the goods.

We only supply goods for domestic and private use. We are not liable for loss of profit, loss of business, business interruption or loss of business opportunity.

Events outside our control

We are not liable for delays or failures caused by events outside our reasonable control. If such an event occurs we will contact you as soon as possible, and you may cancel and receive a full refund for goods not yet delivered.

Complaints

If you are unhappy with anything, email hello@emberandquartz.co.uk and we will try to resolve it. If we cannot resolve it between us, you retain your right to bring a claim in the courts.

Changes to these terms

We may update these terms from time to time. The version that applies to your order is the version published on this site when you placed it.

Governing law

These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales; if you live in Scotland you may also bring proceedings in Scotland.