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Contact & Customer Support Policy

Effective: January 1, 2024Last updated: June 13, 2026

CONTACT AND CUSTOMER SUPPORT POLICY


Artful Ember values every customer and is committed to providing helpful, timely support.


HOW TO CONTACT US


  • Email: [email protected]
  • Contact form: Available on our website at artfulember.com/contact
  • Custom order requests: Available at artfulember.com/custom-orders

    • RESPONSE TIMES


    We aim to respond to all inquiries within 1-2 business days.


    During peak seasons or holidays, response times may be slightly longer. We appreciate your patience.


    WHAT WE CAN HELP WITH


  • Order status and tracking information
  • Custom order inquiries and design consultations
  • Product questions and recommendations
  • Return and refund requests
  • Damaged or incorrect item reports
  • Accessibility feedback
  • General questions about our products and policies

    • ORDER LOOKUP


    You can check your order status anytime using our order lookup feature on the website. You will need your order number and email address.


    ESCALATION


    If your issue is not resolved to your satisfaction, please let us know. We will do our best to find a fair resolution.


    BUSINESS HOURS


    Artful Ember is a small handmade business. Support is available during regular business hours, Monday through Friday. We do our best to respond to weekend inquiries on the next business day.

    Questions About This Policy?

    If you have questions about this policy, please contact us.

    [email protected]