Delivery & returns

This page sets out the delivery and returns policy of Emberleaf Workshops Ltd (registered company number 08181381). If anything here is unclear, call the workshop on 01428 707933 or email info@emberleaf.com — one of the makers will answer, normally within a working day.

Delivery

Every knife is sent direct from the workshop in Petworth, signed-for and insured, via DHL. In-stock pieces are dispatched within five working days of your order; commissions are dispatched on the timescale agreed at deposit. Rates are flat per region and shown at checkout once a delivery country is selected — the full table is on the shipping page.

UK law requires us to confirm the recipient is 18 or over. You’ll be asked to confirm your age at checkout, and DHL takes a signature on delivery.

If your order hasn’t arrived when expected, get in touch and we’ll chase the courier for you. We aim to meet the timescales indicated at the point of purchase, though we can’t always answer for delays once a parcel is with the carrier.

Returns

Any ready-made piece bought from the site can be returned within 14 days of receipt for a full refund to your original payment method, including the standard outbound delivery charge. This reflects your statutory right to cancel under the Consumer Contracts Regulations 2013. To start a return, contact us with your order number within 14 days of receipt; you then have a further 14 days to send the piece back.

• Returned knives must be unused and in their original condition, complete with sheath, packaging and papers.
• Personalised pieces (for example, blades etched to your specification) and made-to-order or commissioned knives are made for you alone and are excluded from change-of-mind returns. Commissions are covered by the terms agreed at deposit, set out in the commission guide.
• Return postage is at your cost unless the return is due to our error. Knives are age-restricted goods — use a signed-for, insured service (we recommend the same DHL service they arrived by), as the piece remains your responsibility until it reaches us.
• Include your order number, your contact details, and a note of the reason for the return. Refunds are made within 14 days of the piece arriving back at the workshop.

Faulty goods

Every knife carries a lifetime warranty against manufacturing defects. If a piece arrives damaged or proves faulty, we’ll put it right — repair, replacement or a full refund, including delivery costs in both directions. See Owning an Emberleaf for what the warranty covers.

Return address

Attention: Online Sales Dept.
Emberleaf Workshops Ltd.
Unit 14, Colhook Industrial Park
Petworth, West Sussex, GU28 9LP

Looking for shipping rates and delivery zones? See our Shipping page.