Shipping Policy

At Ember Down, every order is carefully packed with the same attention and care that goes into our products. We want your purchase to reach you safely, smoothly, and as quickly as possible.

Delivery Within South Africa

We partner with RAM Couriers to ensure reliable, trackable delivery to your door anywhere in South Africa.

Delivery Timeframes

• Main centres: 2–4 working days

• Outlying areas: 3–7 working days

• Handmade or custom items: May require additional production time — you’ll be notified if this applies to your order.

Once your parcel is dispatched, you’ll receive a tracking number via email or SMS so you can follow its journey.

Delivery Fees

• A flat-rate delivery fee applies at checkout.

• Orders may qualify for free delivery during promotional periods — keep an eye on our social platforms and newsletter.

Delivery Requirements

RAM Couriers delivers to physical addresses only (no PO Boxes).
Please ensure someone is available to receive and sign for the parcel.

If delivery is attempted and unsuccessful, RAM will contact you directly to arrange a new delivery time.

Order Processing

Orders are processed Monday to Friday, excluding public holidays.
Any orders placed over weekends or holidays will be processed on the next working day.

If an item is temporarily out of stock or requires extra time (e.g., larger jacket sizes or special requests), our team will reach out to you personally with updated timelines.

Damaged or Incorrect Items

Every Ember Down item is carefully quality-checked before leaving our hands.
If your order arrives damaged or incorrect, please notify us within 7 days of receiving it and include:

• Your order number

• Photos of the product and packaging

• A brief description of the issue

We will gladly assist with a replacement or resolution.

Local Collection (Optional)

If you are travelling through Clarens or prefer to collect, in-store pickup can be arranged by request. Please contact us before placing your order.

A Note on Handmade Products

Many Ember Down pieces are handcrafted in small batches by our team of local women. Slight variations in stitching or fill distribution are part of the product’s natural authenticity and do not affect performance or quality.