Refund policy

If you have any questions or concerns regarding your order, we are here to assist you. To get in touch with us, please email info@emberjewelrywholesale.com with your name, order number, and a description of the issue you are experiencing. We strive to provide prompt and helpful support to address any inquiries you may have.

Please note that there is a limited timeframe between when you place your order and when we begin processing it. If you contact us immediately after placing your order, we may be able to cancel it before it enters the processing stage.

If we successfully cancel your order before processing, we will issue a refund to the original payment method used during checkout. This means that the funds will be returned to the account or payment source you used for your purchase.

However, if your order has already entered the processing stage and cannot be canceled in time, it will be shipped as planned.

Refund requests are handled on a case-by-case basis to ensure that each situation is assessed fairly and appropriately.

Return Policy

We do not accept returns—only exchanges and repairs for eligible items. This policy is in place to prioritize the safety of our staff and customers.

Jewelry
If you receive jewelry that is defective and requires a replacement, please contact us at info@emberjewelrywholesale.com. Our team will assist with any issues related to manufacturer defects and guide you through the necessary steps for a replacement.

Please note that we cannot accept returns or provide repairs for jewelry that has been bent, broken, or has lost stones/gems due to factors unrelated to manufacturing defects. These may be eligible for paid repairs starting at $35.

Needles & Tools
Due to health and safety regulations, all sales of piercing needles and tools are final. These items are not eligible for return or exchange under any circumstances.
If a needle or tool arrives damaged or defective, please contact us within 30 days of delivery. Claims must include:

Order number

Description of the issue

Clear photos

Confirmation that the item is unused and unmodified

If approved, a replacement or store credit will be issued at our discretion. Claims submitted after 30 days cannot be honored.

Displays
We do not accept returns or exchanges on displays. Please double check color options and product details before purchasing, as displays are considered final sale items.

In the rare case that a display arrives damaged or defective, reach out within 7 days of delivery with your order number and clear photos, and we will be happy to help resolve it.

Warranty Policy

Each piece of Ember jewelry comes with a lifetime manufacturer warranty against defects in materials or craftsmanship. If your jewelry has any of the following issues, please contact us at info@emberjewelrywholesale.com:

Broken pin or pin connection

Cracked or lost gemstone

Loose gemstone setting

Broken chain or chain connection

Broken ring hinge

Barbed Needles (upon arrival)

Our warranty does not cover damage resulting from impact, misuse, accidents, or intentional breakage. Items affected by mishandling are not eligible for complimentary replacement and may be subject to a repair fee.

For customizable pieces—such as our Prong Set CZ with Jumpring—the warranty becomes void once the item has been altered.

Piercing needles and tools are not covered under our lifetime warranty due to health regulations and exposure risks. However, they are covered by a 30-day limited warranty for manufacturing defects that occurred upon arrival (see above).

For any questions about our policies or coverage, please contact us directly via email at info@emberjewelrywholesale.com