Cancellation Policy

Order Cancellation

At Cobalt & Ember, we understand that sometimes plans change. Our cancellation policy is designed to be fair and transparent for all customers across the United Kingdom, the United States, and the European Union.

1. Cancellation Before Dispatch

You may cancel your order free of charge if it has not yet been processed or dispatched.

  • To request a cancellation, contact us as soon as possible at contact@cobaltember.com.
  • If your order has not been shipped, we will cancel and refund your payment in full.

2. Cancellation After Dispatch

If your order has already been dispatched or delivered:

  • UK customers have the right to cancel under the Consumer Contracts Regulations 2013, which provide a 14-day cooling-off period from the date of delivery.
  • US and EU customers may also cancel within 14 days of receiving the order, in accordance with applicable consumer protection laws.

To cancel after dispatch:

  • Notify us in writing within the 14-day window.
  • Return the product unused, in original packaging, and in resellable condition.
  • Return shipping is the customer’s responsibility unless the item is damaged, defective, or incorrect.

Refunds will be processed within 5 business days after we receive the returned item and inspect it.

3. Non-Cancellable Items

The following items are not eligible for cancellation or return (unless damaged or faulty):

  • Personalized or custom-made products
  • Items returned after the 14-day cooling-off period (UK/EU) or after the 30-day total return window
  • Products not in original condition or missing parts

4. Klarna Orders

If you have selected Klarna (Buy Now, Pay Later):

  • You can still cancel your order according to our policy.
  • Refunds or cancellations will be processed by Klarna after we confirm the returned item.
  • Klarna may continue to bill you during the return process, but any excess payments will be refunded once the return is confirmed.

How to Cancel

Please provide the following when requesting a cancellation:

  • Full name
  • Order number
  • Reason for cancellation (optional)

Email: contact@cobaltember.com
Phone: +372 602 7283

We are committed to a fair and transparent shopping experience and fully comply with UK, EU (Estonia), and US consumer rights. If you have any concerns, don’t hesitate to reach out to our support team.

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