Refund & Exchange Policy

Our Commitment & Policy Overview

At Ambroshia, we meticulously craft each product with unparalleled care and dedication, ensuring every product meets our rigorous standards of quality. Our commitment is to deliver an exceptional experience from creation to your receipt. We're passionately committed to ensuring your complete satisfaction and will strive to resolve any issues swiftly and positively. Thank you for supporting our mission.

Please Note: All eligible claims are processed as product replacements only; we do not offer monetary refunds.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at connect@ambroshia.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at connect@ambroshia.com.

Key Terms & Definitions

"We," "our," and "us": Refer to Ambroshia.
Creation Time + Transit Time = Delivery Time.
This formula illustrates the terms (defined below) used throughout our policy.
Creation Time: The estimated time it takes to produce your product.
Transit Time: The estimated shipping duration.
Delivery Time: The total estimated time from order placement to delivery.

All timings are always estimated and are not guaranteed.

Eligibility for Replacements

We accept requests for product replacements under the following conditions:

Damaged or Defective Items Upon Arrival: If your product arrives in a damaged or defective state.
Incorrect Item Received: If you receive a product that does not match your order.

For products claimed as damaged or defective upon arrival, the condition will be assessed based on provided photographic evidence, regardless of whether the product's outer seal remains intact due to the nature of the damage.

Important: Products that have been used, even minimally, are not eligible for replacement. We don't require returning any incorrect items or damaged or defective products to us. However, please ensure you communicate with us by initiating a replacement request prior to using any product you received.

How to Request a Replacement

All replacement requests must be initiated within 7 days of the "delivered" status reflected on the postal tracking updates.

To begin this process, please email our dedicated client support team at connect@ambroshia.com. Your email must include:

Your order number.
Clear, non-blurry, detailed photos of:

All sides, top, and bottom of the product packaging.
All sides, top, bottom, and interior of the shipping & packaging materials.
Detailed photos of all damaged areas or areas illustrating the incorrect product sent, if applicable.

These specific visuals are essential for our inspection process, including fraud-finding protocols, to ascertain the applicable reason for the replacement request within our policy guidelines and to submit insurance claims where applicable, so that we may get your replacement on the way as quickly as possible.

Shipping & Packaging Materials

When submitting a replacement request, you must provide clear, non-blurrry, detailed photos of:

All sides, top, and bottom of the product packaging.
All sides, top, bottom, and interior of the shipping & packaging materials.

These visuals are crucial for our assessment and claims process.

Shipping Costs & Fees

Ambroshia will cover the shipping costs for both domestic and international orders for eligible replacements. However, for international replacements, the customer is responsible for any applicable duties, taxes, or other import fees incurred for the replacement shipment.

Replacement Processing & Timeline

Upon receiving your email request with the required documentation, we will process your claim.

This internal processing can take up to 7 days and longer in some cases, based on our interactions with the insurance claim.
Once your claim is processed and approved, your replacement item(s) will be shipped once a new small batch of the requested product is finished and ready.
If your replacement order includes multiple products, the order will be shipped when the last small batch is complete.

Due to the artisanal nature and the significant time and care involved in creating each small batch, Ambroshia cannot guarantee a specific creation time, transit time, or provide an estimated delivery window for replacement items. However, you will receive updated tracking information for your replacement items as soon as they are dispatched for transit, sent to the email address associated with the order for the items being replaced.

Lost or Damaged Shipments & Insurance

Ambroshia is passionately committed to ensuring your replacement is prepared and shipped as quickly as possible without ever compromising our quality standards.

If you believe your item(s) are lost or tracking updates aren't appearing correctly:

First, contact the shipping carrier directly to inquire about the package's status. Often, carriers can provide further details or initiate an internal search, which in most cases will be your fastest resolution.
Should the carrier be unable to resolve the issue, please contact us at connect@ambroshia.com. We'll then assess the situation and see what we can do to help.

Please note: Often carriers don't hold tracking information longer than 60 days, and we may not be able to assist with a replacement after this time period.

All Ambroshia purchases include complimentary shipping insurance, with exceptions. Lost and damaged items are automatically insured, and instructions to file a claim are outlined in our shipping policy. Please refer to our shipping policy for more information.

International Orders & Customs

International Order Delays, Losses, & Customs: Once your package reaches customs, it can be held for inspection for a few weeks, though this isn't often. The time your order spends in customs is separate from the transit time estimate illustrated by your chosen shipping method during the order checkout process. Ambroshia is not responsible for any customs delays, which may extend your total delivery time.
For international orders that are deemed lost by the carrier or refused by customs, we'll be happy to issue a replacement for the products that were purchased.
In some cases, certain country delivery destinations aren't included in the shipping insurance. For instance, if items are returned due to an undeliverable address, they aren't covered. Please ensure that your address is correct before you place your order, as we aren't held responsible for replacing items returned to us because of an undeliverable address.

Additional Terms & Exclusions

Exclusions: The following items aren't eligible for replacement:

Products not purchased directly through ambroshia.com.
Products returned for any reason beyond damage or incorrect shipment.
Items returned due to an undeliverable address aren't eligible for replacement, as this isn't covered in your order shipping insurance policy. Please ensure your delivery address is correct before placing an order.
If you need to change your shipping address, please email connect@ambroshia.com within 24 hours of placing your order. While we usually can help if notified promptly, we can't guarantee changes if your order has already been processed or shipped in that time—but we'll do our best to assist.
Domestic orders can sometimes be delayed due to various factors, potentially up to 30 days past the estimated delivery window.

Contact & Client Support

Our team is here to support you through the replacement process, striving to resolve any issues swiftly and positively.

For all replacement requests and any other related questions, please feel free to email our dedicated client support team at connect@ambroshia.com.

* Note: European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused with seal seals intact and undisturbed, and in its original packaging. You’ll also need the receipt or proof of purchase.