Everything you need to know about placing an order and what happens once it’s with us.

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How do I place an order?

Orders can be placed either directly through our website or by emailing hello@embr.design. Once complete, you’ll receive an order confirmation email confirming the details of your purchase.

If you’re ordering multiple pieces, working on a project, or need guidance before placing an order, we’re always happy to help.

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Can I order a product that’s out of stock?

All EMBR lighting is made to order, so availability is rarely an issue. Each piece is crafted specifically for you once your order is placed.

If a product is temporarily unavailable or requires a longer lead time, this will be made clear at checkout.

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When does production start?

Production begins shortly after your order is confirmed. Because each piece is handmade, we schedule work carefully to maintain quality and consistency across every order.

Once production has started, changes may not be possible.

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Can I change my order after placing it?

If you need to make a change, contact us as soon as possible. We’ll always try to help, but once production has begun, alterations or cancellations may not be possible.

This includes changes to finishes, quantities, or specifications.

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How will I know my order is progressing?

You’ll receive clear email updates at key stages, including order confirmation and notification when your piece is complete and ready to leave our workshop.

We believe transparency is part of good design. If anything changes, we’ll let you know.

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Do you accept trade or project orders?

Yes. We regularly work with interior designers, architects, and trade customers. Please see our trade page for more information.

If you’re placing a larger or repeat order, or need support with specifications, timelines, or quantities, please get in touch before ordering so we can advise properly.

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What if I have a question before ordering?

If you’re unsure about a product, finish, or suitability for your space, contact us before placing your order. Thoughtful decisions lead to better lighting, and we’re here to help you make them.

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We hope our lighting lights you up in every aspect. But if something isn’t quite right, you have 14 working days from receipt of your order to make a return.

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‍Here’s how it works:

• Products must be returned unused and in the same condition they arrived in.

• Unfortunately, if a product has been used beyond opening and inspecting, or arrives damaged, we won’t be able to issue a refund.

• Return shipping costs are the responsibility of the customer.

If a product doesn’t meet our return conditions, we’ll arrange to send it back to you at your expense. For any questions or help with returns, get in touch. We’re here to make things as smooth as possible.

Like anything in life, sometimes the unexpected happens. If your order arrives damaged, please let us know right away. To report damage, simply email us at hello@embr.design with photographic evidence of the issue.

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‍Here’s what happens next:

• If the damage occurred during shipping, we’ll send you a replacement product at no cost.

• We’ll also arrange for the damaged product to be collected from you.

• In some cases, we may need to inspect the damaged product before dispatching a replacement.

Every product at EMBR is made to order, right here in the UK. While delivery times can vary depending on the product and quantity, we aim to dispatch all orders within 15 working days. Need it sooner? Let us know. If our workshops can accommodate your deadline, we’ll make it happen. Once your order is on its way, you’ll receive a confirmation email with tracking details.

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Delivery Times

• UK: 2-3 working days from dispatch
• Europe: 3-5 working days
• Rest of the world: 4-7 working days

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Please note that customs-related taxes aren’t included in the final price.

‍International orders

For international orders, shipping quotes are provided at market rates when placing the order and are based on size, weight and destination. Please note that customs duties and taxes aren’t included in the advertised price, but can be included on the proforma invoice prior to dispatch for a more efficient shipping experience