Ask & Embla

Hello Mei, We appreciate you notifying us about this, and we want to assure you that we are here to address your concerns. At Ask & Embla, we are dedicated to providing the best possible shopping experience for our customers, and we deeply regret any issues you encountered with our jewelry. Our customer care team has already reached out to you with a solution and is awaiting your response. Please know that we take all feedback seriously, and we eagerly await your reply. Thank you.

Dear Audrey, Thank you for bringing this to our attention. Your experience is of utmost importance to us and we are committed to resolving your concern. Please send us an email at [email protected] with your order number together with any supporting images or information, and our dedicated customer care team will be on standby to assist you. If you've already reached out, thank you for your proactive communication and patience. Your concerns will never be overlooked or disregarded and we do our best to respond at the earliest opportunity.

Hello C, Thank you so much for reaching out to us and sharing your feedback. We sincerely apologize for the delay in delivering your order. Although your parcel was shipped when you received the tracking link, it appears to have been misrouted due to the high volume our delivery partners are currently handling. Please rest assured that our team has taken immediate action to rectify the situation, and your parcel is now on its way to you. We strive to respond to inquiries within an hour, but there are days when we receive a higher volume of inquiries than usual. We appreciate your understanding and patience during these times, and we assure you that we are fully committed to resolving any issues you may have. To express our gratitude for your patience, we have contacted you separately to provide a token of appreciation, along with an update on your order. We hope this small gesture helps to alleviate any inconvenience you may have experienced. If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you. Take care and stay safe!

Hello Hayley, Thank you for sharing your feedback with us. To clarify, our prices do already include taxes for UK orders. We apologize for any inconvenience caused by our system's inability to capture this information during checkout, which prompted us to reach out to you separately to request the payment. We do value your satisfaction as a customer and, to ensure you have a positive shopping experience, we will cover the taxes for this particular purchase. Our customer service team has contacted you separately to address this matter. Rest assured that for UK orders, the prices displayed include VAT, eliminating the need for any additional duties or taxes. We hope this gesture brightens your day, and we eagerly await the arrival of your package. Take care and stay safe!

Dear Em, We apologise for any inconvenience caused by the delay of your order. Our usual delivery timeframe to Canada is 6-21 days after the order is placed, as stated on our FAQ page. To assist you further, we kindly suggest contacting our customer service team at [email protected] with your order number. Our team may then investigate and provide an update on the status of your order. Thank you for your patience, and we do hope to hear back from you soon.

Thank you for your feedback, Priscilla. We sincerely apologise for the delayed delivery of your order. Typically, orders arrive within a week from purchase, but we encountered an issue with our systems which caused significant delays. However, this issue has been resolved, our shipping time is back to normal. We have also initiated changes to prevent this from happening again. We're glad that you liked your jewelry, and we hope to serve you again in the future.

Dear Aya, Please accept our sincere apologies for the unideal experience you have had with us. We did encounter some technical issues, but we are glad to inform you that these have been resolved. We want to assure you that we remain committed to providing you with an excellent shopping experience. Our dedicated customer service team has contacted you privately to offer a solution that we hope will be acceptable to you. We highly value your feedback and appreciate your patience and understanding throughout this process. Thank you for choosing to shop with us, Aya, and we will work to serve you better in the future. Please do take care and stay safe.

Thank you for bringing this to our attention, Carolina. We sincerely regret to know this happened. We hope to seek your understanding as we are unable to determine in advance the amount of taxes, if any, that may be charged. However, as we see that you're a loyal customer of ours, on top of refunding your order, we have also paid for your additional taxes. We hope that this gesture will make your day and trust that we want you to receive your parcel smoothly. Our customer service team has reached out to you with an update regarding this, and do let us know should you have any concerns.

We sincerely apologise for the delayed response, Wilma. We typically process requests within 24 hours, however, a recent system issue has prevented us from processing refunds as per our usual standard. Rest assured that the full refund you requested has been processed as of 17 April 2022 and will credited to your payment account within the next 1-3 days. To thank you for your patience with this matter, our customer service team reached out separately with a special gift. We apologise once again and hope you have a good day ahead.

Thank you for your feedback, Ella. We completely understand that this experience has not been ideal and we take full responsibility for this. You can rest assured that our systems are now back to normal, and issues like this will not happen again. We want to ensure that you receive your order and have a good shopping experience with us so our customer service team has reached out separately to resolve this matter. Thank you so much for your understanding and we hope to hear back from you soon.

Hi Lauren, Thank you for taking the time to share your feedback with us. To be transparent, we are in the midst of upgrading our warehouses to better serve our customers, and we sincerely apologize for the delay and any inconvenience this may have caused you. Upon checking, our customer team has refunded your order yesterday, and kindly allow 1-3 business days for it to be credited back to your original mode of payment. Rest assured that we take all feedback seriously and will work on improving our services to ensure an excellent shopping experience for you. Thank you for your continued support, and we look forward to serving you again.

Hello Duane, Thank you for bringing this to our attention, and we sincerely apologise for any inconvenience that this may have caused you. We recently had a system upgrade that has regretfully caused a delay in your order. We understand how frustrating this must be, but trust that we are taking this matter seriously. Our team will reach out to you shortly to make things right so rest assured that we will resolve this issue and provide you with a satisfactory resolution. Once again, we apologise for any inconvenience caused and thank you for your understanding.

Hello Janine, Thank you for feedback. We would like to apologise for any inconvenience caused by the delay with your order. We have tried to locate your ticket using the information available here but were unable to find it. We understand how important it is for you to receive your parcel on time, especially since it's a gift for your friend's birthday. Do reach out to us at [email protected], and trust that our team will resolve this issue as soon as possible. Thank you for your patience and understanding, and we look forward to hearing back from you soon.

We sincerely regret that this happened, Maria. This is not the experience that we wanted you to have, and we apologise for any inconvenience caused. At Ask and Embla, we're dedicated to providing the best customer service. With this, our customer service team has reached out to you with a special surprise, so do keep an eye out for our email! Your feedback is important to us and trust that we are committed to improving our services to provide a better shopping experience.

Dear Александр, Thank you for taking the time to share your feedback with us. We sincerely apologise that your shopping experience with us has not been the best. At Ask and Embla, we are committed to providing excellent customer service and responding to enquiries in a timely manner. However, we are unable to find any ticket under your name upon checking our records. With this, we kindly ask that you reach out to [email protected] with your order number and concerns, and trust that our team will assist you promptly with a solution. Your patience and understanding are greatly appreciated, and our team will strive to improve on our services to prevent this from happening again. We look forward to hearing from you soon.

Dear Anita, Thank you for your feedback. We apologize for any inconvenience this may have caused you. It's never our intention to provide anything less than satisfactory service and quality products to our customers. We see that you have already opened a ticket with our customer support team and we want to assure you that we will keep working diligently to send out the replacement as soon as the product becomes available. We understand how important it is to receive your item as soon as possible, and we guarantee you that we are doing everything in our power to make that happen. If you would like to explore other arrangements, please let us know and we will be happy to work with you to find a suitable solution. Our goal is to provide the best customer service possible and ensure that you are satisfied with your experience with us. Thank you for your understanding and patience in this matter. We appreciate your business and hope to continue serving you in the future.

Dear Hillary, We sincerely apologize for the delay and any inconvenience this may have caused you. As a loyal customer, we are committed to providing you with the best possible shopping experience. To show our appreciation for your continuous support, we are pleased to inform you that your latest order is on us! Our customer service team has already contacted you regarding this matter, so do keep an eye out for our email! Rest assured that we take all feedback seriously and will work on improving our services to ensure an excellent shopping experience for you. Thank you for your continued support, and we look forward to the pleasure of serving you again soon.

Dear Meagan, We understand that your shopping experience with us hasn't been the best, and we apologize for any inconvenience this may have caused. To provide further clarification, this was caused by backend issues in our warehouse, however we recognize that we should have communicated this to you sooner. With our commitment to providing an excellent shopping experience, our team is working hard to improve our inventory accuracy, as well as our customer service processes, to prevent this from happening again. On this note, our customer service team has reached out to you with a special surprise, so do keep a lookout for our email! Your satisfaction is our top priority, and trust that we will continually improve our services. Thank you.

We sincerely apologize for any inconvenience caused by having to ship your order separately, Igor. To be transparent, we're in the midst of upgrading our warehouses to serve our customers better. We understand that your shopping experience with us has not been the best, and trust that we're working with our team closely to prevent similar situations from happening again. As you're a loyal customer of ours, our customer service team has reached out to you with a special surprise, so do keep a lookout for our email! We're so glad to know that you love our products, and we will continue to work hard to ensure satisfaction with our services. Hope to see you again!

We sincerely regret that this happened, Becky, and this is definitely not the experience that we would have wanted you to have. One of our customer service managers has reached out to you to request for pictures, and we hope to hear back from you soon. Trust that your satisfaction is of utmost importance to us, and we're here to resolve this.