FAQ/Help Center
Sizing
What is my size?
Shadow + Ember is a boutique stocking curated pieces from various manufacturers. As such, sizing is unique to each manufacturer. We do not manufacture clothing.
For sizing information, check the sizing information in each item's description. There, we've provided accurate measurements for each item, from clothes to crystals.
Placing an Order
What is Route Package Protection?
Route Package Protection can be purchased at checkout, which allows you to:
- Track your packages for free on the web.
- File claims when insured packages are lost, stolen, or damaged.
We always reccomend route package protection (being victims of postal theft ourselves), but you're more than welcome to opt out when viewing your cart.
Where is my order confirmation?
Sometimes they go to the wrong place! Be sure to check your spam/promotions folder. If you go through PayPal, it could be sent to the email address associated with your Paypal account.
If you still can't find it, let us know.
May I change my shipping address?
As long as the order hasn't been shipped yet...YES! Please contact us as soon as you can.
We can't change the address if the item has already shipped, and cannot be held liable for your order not arriving.
Why was my order canceled?
There's lots of reasons an order can be canceled.
- Sometimes its a problem with the payment method. In which case, we'll reach out to you before the order is cancelled.
- While rare, sometimes we run out of stock between the time you order and packaging. We try to limit this as much as possible and will reach out if that occurs.
Shipping
Where do you ship?
Currently we only ship to the USA.
What is Route Package Protection?
Route Package Protection can be purchased at checkout, which allows you to:
- Track your packages for free on the web.
- File claims when insured packages are lost, stolen, or damaged.
We always reccomend route package protection (being victims of postal theft ourselves), but you're more than welcome to opt out when viewing your cart.
How long does shipping take?
- Please allow 3 business days for in-house processing for all orders.
- Shipping estimate is 3-8 days, once you receive your tracking number.
- During peak times of year, shipping time may be extended.
What are the shipping rates?
We offer flat rate shipping at this time:
- Orders up to $75 ship for a $7 fee.
- Orders $75.01-$149.99 ship for a $14 fee.
- Orders +$150 USD will have free shipping.
How do I track my order?
You will receive an email when your order ships. Check your spam/promotions folder if you can't find it!
Let us know if you can't find your tracking information.
Why is my package delayed???
It stinks, but sometimes it happens.
Most shipping delays clear within a day or two, but if you think your package is lost get in touch with us right away.
Remember: carrier delays DO happen, especially around peak seasons. It could be due to high volume, or environmental reasons.
My package shows as delivered, but it is not with me?!
We always recommend purchasing Route Package Protection at checkout to insure your order!
Sometimes this happens. A lot of times they're delivered next day, its somewhere on your property, or safe with a neighbor.
We do not offer refunds for orders that say they are delivered by confirmed tracking information.
However, we'll help you as best we can on a case-by-case basis.
Returns and Exchanges
What is your return policy?
I want to return, or exchange, my item.
Okay, you sure can! Return, or exchenge, your item(s) within 30 days of delivery by contacting us. Your item(s) cannot be returned if: they were final sale, they've been worn, the tags are not attached, and/or they've been laundered. A refund will be issued after your item(s) pass inspection.
I asked for a return, but I changed my mind...
That's okay! If you haven't shipped the item back to us, just let us know you changed your mind and keep it! If you have shipped the item, you must cover the cost of shipping it back to you.