Help Center

Check your order confirmation and shipping confirmation for available updates. If you cannot find an update, email support@emberrove.com with your order number and checkout email.

Contact us as soon as possible with your order number and the correction. We will check whether the order can still be updated. Changes may not be possible once it has been handed to the carrier.

Start with the product page for available colors, lens information, images and size details. If a measurement or feature is not listed, ask our team before ordering.

Read the Return and Exchange Policy, then email your order number and the item you want to return or exchange. Wait for return instructions before posting an item. A U.K. statutory cancellation can be notified without our approval.

Email your order number, a description of the issue and photos if available. We will review it and explain the next steps under our Return and Exchange Policy.

Eligible non-prescription eyewear, including sunglasses and snow goggles, has a 24-month materials and workmanship warranty and 12-month cover for manufacturing-related lens coating defects, measured from receipt. Repairs or replacements for qualifying manufacturing defects are free and do not count as your paid replacement.

For orders placed from 6 October 2026 at 10:00 UTC (03:00 Pacific Daylight Time), eligible paid purchases of everyday, cycling, running, fishing and golf sunglasses include one paid replacement for loss or functional accidental damage within 12 months after receipt. The U.S. fee is locked at US$19.90 per pair throughout the original 12-month benefit period, including Standard replacement shipping; applicable U.S. tax is additional. Future fee changes do not increase this fee for your pair. The current U.K. fee is £16.90 including applicable tax and Standard replacement shipping; the published U.K. fee at request applies unless a fixed fee was promised at purchase. Protection is included with your purchase; you only pay when an approved replacement is used. Earlier orders retain original coverage and any lower fixed U.S. fee promised at purchase.

Snow goggles, standalone lenses, accessories, prescription eyewear, free promotional goods and pre-marked excluded Mystery, Outlet or Final Sale items do not participate in the paid benefit. Ordinary discounts do not remove eligibility. Read the complete Protection Programs terms.

We reply to protection requests within 1 business day with a decision or the next steps needed to assess your request.

Email support@emberrove.com with your order number and an explanation. Provide photos of accidental damage; a lost item does not need a photo. We assess possible manufacturing defects first. Accidental damage is normally assessed from photos; if a return is required, we provide a prepaid label.

We confirm the same model, frame and lens colour, and the parts included with your original pair, or an equivalent you agree to, and the full fee before collecting payment. You may decline an alternative. If we cannot fulfil a paid replacement, we refund the fee and any tax collected. You can request one replacement in total for loss or accidental damage; a replacement does not restart the period or entitle you to another replacement. Ordinary superficial scratches, cosmetic wear, intentional damage and dishonest requests are excluded. Incorrect items, arrival damage and parcels lost in transit are handled without a paid replacement fee. Statutory rights remain protected.