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Personalization Process
What is the correct way to order a custom pieces?
Here is the process:
Choose Your Gift: Browse our collection and select the perfect gift for your loved one.
Add Personalization Details: Add the customization information for your chosen product before add to cart. This can include names, dates, or any special messages.
Handwritten Gift Notes: If you'd like us to include a handwritten gift note, please specify your message in the order note section at checkout.
Complete Your Order: Finalize your payment to place your order. We'll begin crafting your personalized item immediately.
Confirmation & Communication: Should any details about your custom order need clarification, our customer service team will reach out via email. Please note, if there's no response within 3 days, the order will be canceled to avoid delays.
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Do you support custom designs?
Yes, we do! If you'd like to add or remove elements from an existing design, simply leave a note in the customization text box on the product page or send us by email with order ID. If you prefer a completely custom design, please email us with the relevant images, and we will consult with our artisans team to provide you with a quote.
Shipping & Delivery
Can you ship to foreign countries?
Yes. Through our partnership with express delivery companies, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries.
Free shipping for all order over $100.
Please note: Buyers are responsible for any customs and import taxes that may apply. we are not responsible for delays due to customs.
How long will my order take to arrive?
Each item is made to order and currently has an approx. production time of 1-8 weeks, this fluctuates depending on demand and is updated when production can be finished sooner. If you have already placed an order the production time could have been quoted differently and please check your order for estimated ship date. After delivery, package can be delivered about 3-10 working days (different regions will vary).
We will do our best to accomodate rush orders - please send message to seller if needed by a specific date and we will confirm order schedule and rush availability before you order the $30 or $50 add-on for rush order.
Can I choose the express delivery?
Embby reserves the right to choose the best delivery option based on the customer's address and order status. Designated deliveries are not accepted.
Gifts & Gifts Cards
Can I have the Gift Wrapping and add a gift note to my order?
Yes - All Embby handcrafted gifts come gift wrapped for FREE as standard - so that they are ready to be either sent straight to the recipient, or for you to gift to them.
To add a gift note to your order, simply open the checkout page and find where it says ‘Order note’. We will handwrite your message onto a compliment slip for you, free of charge!
How do I purchase Gift Cards online?
To purchase an E-gift-card, simply open the product link for gift cards, choose your preferred design, select "Email it instantly to the recipient" or choose a future date, then fill in the "Recipient Email" and include your own personal message in the Gift Card text box. We will send the gift card to your recipient according to your instructions. Purchase now >.
Order & Returns
How do I track my order?
You can track your order 24 hours after it is placed. Track my order >
How can I change or cancel my order?
Please contact our customer service via kelly@embby.com or WhatsApp immediately. We will verify the progress of your order. If your order is still in the queue, you can change or cancel it free of charge. However, if your order has already begun production, we cannot accept changes or cancellations.
Do you offer refunds?
Due to all orders are custom made, and it take a lot of time and labor to made by hand, we are unable to accept refunds. All sales are final.
However, if you are not happy with your purchase for whatever reason please don’t hesitate to contact us: kelly@embby.com
What payment methods are available?
We currently accept Credit Card (Visa, MasterCard, American Express, or Discover), and PayPal.
Can I delay the shipment of my order?
If you wish to place an order but delay its shipment to a later date, please do so through our Customer Service Center, and one of our associates will be happy to assist you.
Products Related
What is Embby's commitment to the safety of their products?
All Embby products are crafted of high-quality materials that meet or exceed federal safety requirements. Our manufacturers have given the comfort and safety of your child the highest priority. Certain items will include specific safety information when they are shipped to you. If you have any additional questions, you may call or email us.
Need further assistance?
Visit our Customer Service Page for personalized support and quick resolution to your queries!