Terms & Conditions

Conditions of use:

In these Terms of Use, “we”, “us” or “our” represents Ember & Amber. Please read the terms of use with care as they apply to the use of this website, www.emberandamber.com.au.

By using, and or making a purchase from this website you agree to these terms and conditions.

Ember & Amber reserve the right to change or update the terms and conditions at our discretion and without notice.

Content on this website:

Content, material & information on this website is not advice, and is subject to periodic changes. Changes may include typographical or technical errors.

Pricing & Payment:

By purchasing one or more of Ember & Ambers displayed products via the website, the price displayed on the website at the time of ordering will be the amount charged to your payment. Please note all pricing is in Australian Dollars (AUD) and are inclusive of GST where applicable.

We accept Payments made through shopify using Visa, Amex, Mastercard, Shop Pay, Apple Pay. Please note that Ember & Amber do not hold onto, nor store your payment information. Your payment is processed through a secure and authorised service.

Ember & Amber retains all rights concerning possession and ownership of goods, until full payment has been received.

An e-mail confirmation will be sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.

Shipping Policy:

Processing of orders occur daily and are packaged on site. Please allow 1-2 business days for your order to be picked, packed, and collected by one of our couriers. Your order will then be delivered within 5-7 business days. Longer delivery times can occur when shipping to regional parts of Australia.

Shipping costs are a flat rate of $12.95 (AUD), regardless of quantities ordered. (Wholesale items not included)

We deliver to all Australian street addresses (except Western Australia). Please ensure your parcel can be kept in a safe place once delivered. All orders delivered within Australia will automatically have tracking.

Please note, we do not send to Post Office Boxes or internationally at this time.

Delays:

When placing orders throughout the calendar year, public holidays, and seasonal times like Christmas or Easter; places extra strain throughout the transport industry. Please be mindful of any delays that may occur during these times.

Please ensure you have provided the correct address and contact details, as this will cause delays when ordering, and at time of shipping.

In the event of natural disasters, extreme weather events, vehicle breakdowns or other causes are outside of Ember & Ambers control and Shipping delays can/may occur throughout these periods.

Western Australian Quarantine & Biosecurity:

The Department of Agriculture & Food for Western Australia have strict quarantine laws regarding pests and diseases. Unfortunately, Honey is included in these quarantine requirements and we are unable to ship honey to Western Australia.

For more information you can visit their website: https://www.agric.wa.gov.au/

International:

Unfortunately, we do not ship internationally. If you require international shipping please get in touch with us at sales@emberandamber.com.au and we can evaluate further.

Lost or Damaged In-Transit:

In the unlikely event that your order is lost in transit please contact us immediately for further investigation.

For orders that may have been damaged in transit; defective, or the incorrect item please inspect your order upon arrival and contact us immediately.

For damaged items, a picture of the damages is required for further investigations, whilst negotiating with the shipping company.

Ember & Amber will investigate your query swiftly and rectify efficiently.

If your package has been damaged or lost in-transit please contact sales@emberandamber.com.au

Cancelling & Refunding Orders

Cancellations: 

If you wish to cancel your order, please contact us within 24 hours of placing your order. Cancellation can only occur if the order has not been shipped. If the order has already been shipped, we are unable to cancel.

If you wish to cancel your order please contact us via sales@emberandamber.com.au

Refunds

Ember & Amber are dedicated in providing quality to our consumers. We advise customers to choose their items carefully, being a food item we are restricted to accept refunds or exchanges to any extent permitted by law.

If you do have an issue with your purchased product, please contact Ember & Amber within 24 hours of receiving your shipment.

Contact can be made via sales@emberandamber.com.au

Damages

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. We advise our customers to choose their items carefully, being a food item we are restricted to accept refunds or exchanges to any extent permitted by law.

Privacy Policy

This Privacy Policy describes how www.emberandamber.com.au (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

  • Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
  • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels 
  • Disclosure for a business purpose: shared with our processor Shopify, facebook and instagram 

Order information

  • Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.
  • Purpose of collection: to provide products or services to you to fulfil our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: shared with our processor Shopify, facebook and instagram. 

Customer support information

  • Purpose of collection: to provide customer support.
  • Source of collection: collected from you.

MINORS

The Site is not intended for individuals under the age of 18. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfil our contracts with you, as described above. For example:

  • We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
  • We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Using Personal Information

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

 

RETENTION

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

COOKIES NECESSARY FOR THE FUNCTIONING OF THE STORE

Name

Function

_ab

Used in connection with access to admin.

_secure_session_id

Used in connection with navigation through a storefront.

cart

Used in connection with shopping cart.

cart_sig

Used in connection with checkout.

cart_ts

Used in connection with checkout.

checkout_token

Used in connection with checkout.

secret

Used in connection with checkout.

secure_customer_sig

Used in connection with customer login.

storefront_digest

Used in connection with customer login.

_shopify_u

Used to facilitate updating customer account information.

REPORTING AND ANALYTICS

Name

Function

_tracking_consent

Tracking preferences.

_landing_page

Track landing pages

_orig_referrer

Track landing pages

_s

Shopify analytics.

_shopify_fs

Shopify analytics.

_shopify_s

Shopify analytics.

_shopify_sa_p

Shopify analytics relating to marketing & referrals.

_shopify_sa_t

Shopify analytics relating to marketing & referrals.

_shopify_y

Shopify analytics.

_y

Shopify analytics.

 

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

DO NOT TRACK

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Contact

For more information about our practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at sales@emberandamber.com.au or by mail using the details provided below:

Ember and Amber

PO Box 1077,

Nerang QLD 4211, Australia

Last updated: November 2020