We ship every Emberhaus order from our base in Hong Kong. Below you’ll find everything you need to know about processing times, rates, delivery estimates and customs. For returns and refunds, see our Return & Refund Policy.
1Where we ship
We ship worldwide to most countries and regions. A small number of destinations may be unavailable due to carrier or legal restrictions; if we cannot ship to your address, we will contact you and issue a full refund. All orders are dispatched from Hong Kong.
2Order processing
Orders are processed within 1-2 business days (Monday to Friday, excluding Hong Kong public holidays). Orders placed on weekends or holidays begin processing the next business day. During launches, sales and peak periods, processing may take a little longer, we’ll always do our best to get your order moving quickly. You’ll receive a shipping-confirmation email with tracking once your parcel is on its way.
3Shipping rates & free shipping
Shipping is calculated at checkout based on your destination and order weight, and shown to you before payment.
4Estimated delivery times
The estimates below are for transit time after dispatch and are provided by our carriers. They are estimates, not guarantees, and can be affected by customs and local postal conditions.
| Destination | Standard | Express |
|---|---|---|
| Hong Kong & Macau | 1-3 business days | 1-2 business days |
| Mainland China & Asia | 3-8 business days | 2-4 business days |
| Australia & New Zealand | 6-12 business days | 3-6 business days |
| North America | 7-15 business days | 3-7 business days |
| United Kingdom & Europe | 7-15 business days | 3-7 business days |
| Rest of the world | 10-20 business days | 5-10 business days |
5Tracking your order
Once your order ships, we’ll email you a tracking number and link. Please allow up to 48 hours for tracking to begin updating after dispatch. If you created an account, you can also check your order status there.
6Customs, duties & taxes
Orders shipped outside Hong Kong may be subject to import duties, taxes and customs fees charged by the destination country. These charges are not included in your order total or shipping cost and are the responsibility of the recipient. Customs policies vary widely; if you’re unsure, please check with your local customs office before ordering. We are unable to mark parcels as “gift” or declare values below the amount paid.
7Addresses & failed delivery
Please double-check your shipping address at checkout, we’re unable to reroute a parcel once it has been dispatched. If a parcel is returned to us because of an incorrect or incomplete address, an unclaimed delivery, or refused customs charges, we’ll contact you to arrange re-shipment (additional postage may apply) or a refund for the items, less the original shipping cost.
8Lost, delayed or damaged parcels
If your tracking hasn’t updated for an unusually long time, or your order arrives damaged, please email us at emberhaus@gmail.com within 14 days of the expected delivery date, with your order number and (for damage) a photo. We’ll investigate with the carrier and make it right, whether that means a replacement or a refund. Please keep all packaging until any claim is resolved.
9Contact
Questions about shipping or your delivery? Email emberhaus@gmail.com and we’ll be happy to help.