Refund & Return Policy

Last updated: October 23, 2026

At EmberGlow, every sweater is made to order just for you. We want you to love what you receive, and if something isn't right, we're here to make it easy. Please read the details below so you know exactly what to expect.

30-Day Return Window

You have 30 days from the date your order is delivered to request a return. To be eligible, items must be unworn, unwashed, and in their original condition with all tags still attached. Returns requested after this window, or items that show signs of wear, washing, or alteration, cannot be accepted.

Made-to-Order Note

Because each sweater is made specifically for you after you place your order, we don't keep pre-made stock on hand. This means we're unable to offer instant exchanges the way a traditional retailer might. If you ordered the wrong size or would like a different size, please contact us at support@pepperandmoss.us and we'll handle it case by case — in many situations we can arrange a size exchange or a return for a refund.

How to Start a Return

Starting a return is simple:

Email us at support@pepperandmoss.us with your order number.
Let us know the reason for your return.
Attach a few clear photos of the item, including the tags.

Our team will review your request and reply with next steps, usually within 1-2 business days.

Damaged, Defective, or Wrong Item

If your sweater arrives damaged, defective, or isn't what you ordered, we will make it right with a free replacement or a full refund, your choice. Please report the issue within 7 days of delivery by emailing support@pepperandmoss.us with your order number and photos of the item showing the problem. We're not able to process claims reported after this window, so please check your order as soon as it arrives.

Refund Processing

Once your return is received and inspected, we'll send you an email to confirm we've got it. If approved, your refund will be issued to your original payment method within 5-10 business days. Depending on your bank or card issuer, it may take a few extra days for the funds to appear on your statement.

Return Shipping Costs

If you're returning an item because you changed your mind or ordered the wrong size, return shipping is your responsibility. If the return is due to our error, such as a damaged, defective, or incorrect item, we will cover the cost of return shipping or simply ask you to keep or dispose of the item, depending on the situation.

Non-Returnable Items

Some items can't be returned, including:

Items marked as final sale at checkout
Gift cards
Items that have been worn, washed, or altered

Late or Missing Refunds

If it's been more than 10 business days since your return was approved and you still haven't received your refund, please check the following before reaching out:

Check your bank account or payment statement again.
Contact your credit card company, as it may take some time before your refund officially shows.
Contact your bank, since there is often processing time before a refund is posted.

If you've done all of this and still have not received your refund, please email us at support@pepperandmoss.us and we'll look into it right away.

Cancellations

Because production begins shortly after you place your order, we can only accept cancellation requests within 12 hours of ordering. To cancel, email support@pepperandmoss.us as soon as possible with your order number. After this window, your sweater will already be in production and we won't be able to cancel or modify the order.

Contact Us

Questions about your return, refund, or order? We're happy to help. Reach out anytime at support@pepperandmoss.us and include your order number so we can assist you quickly.