Shipping Policy

We aim to deliver a fast, smooth and transparent shipping experience for all Ember Duo customers.

1. Processing Time

All orders are processed within 1–3 business days.
Orders placed on weekends or public holidays will be handled the next business day.

During high-volume periods (winter season, holidays), processing time may extend slightly — but we always work to ship orders as quickly as possible.

2. Shipping Times

Delivery times vary depending on the destination:

Sweden

5-10 business days

Norway

5-10 business days
(Customs processing may add 1–3 days)

Finland

5-10 business days

Other EU Countries

8–14 business days

These are estimated times provided by our logistics partners. Actual delivery times may vary due to weather, customs delays, holidays, or carrier issues outside our control.

3. Shipping Costs

We offer transparent, simple shipping:

  • Free shipping on orders above the threshold shown at checkout

  • Flat-rate shipping cost for smaller orders (displayed at checkout)

All fees, including VAT where applicable, are shown before you complete your purchase.

4. Order Tracking

Once your order ships, you will receive a tracking number via email.
Tracking may take 24–48 hours to update after dispatch.

If you have not received your tracking link, check your spam folder or contact us at:
📧 support@emberduo.com

5. Wrong Address or Failed Delivery

If a package is returned due to:

  • incorrect/insufficient address

  • unclaimed parcel

  • failed delivery attempt

…the buyer is responsible for reshipping costs.

Please double-check your address at checkout.

6. Lost or Delayed Shipments

If your order is significantly delayed or appears lost, contact us immediately. We work directly with the carrier to resolve the issue.

We will:

  • re-send your order
    OR

  • issue a refund if the carrier confirms the loss

Your satisfaction is our priority.

7. Customs, Duties & Taxes (Norway / non-EU)

International shipments may be subject to import taxes, VAT, or customs fees upon arrival.
These charges are paid by the customer, as we do not control local import regulations.

We are not responsible for delays caused by customs processing.

8. Damaged Items on Arrival

If your item arrives damaged:

  1. Take photos of the damage

  2. Contact us within 7 days

  3. We will replace the item at no cost to you

9. Contact Us

For shipping questions, updates, or support:
📧 support@emberduo.com

We typically respond within 24–48 hours.