Frequently Asked Questions
The questions we hear the most, answered honestly.
Ordering & Payment
What payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Klarna (pay in 3, interest-free), and PayPal. All checkout is encrypted end-to-end through Shopify Payments.
Is my card and personal information secure?
Yes. We're PCI-DSS compliant. Card details never touch our servers — they're tokenized directly with our payment processor.
Can I change or cancel an order after placing it?
Contact us within 2 hours of placing your order and we'll almost always be able to change or cancel it. After that we may have already shipped it — but our 30-day returns still apply.
Shipping
How much is UK shipping?
Free on orders over £200. Under £200: £5.95 flat for tracked delivery in 1-3 working days.
How much is international shipping?
Depends on destination and parcel weight — the exact quote appears at checkout before you pay. We ship to the EU, USA, Canada, Australia, New Zealand, and most GCC countries.
When will my order arrive?
UK: 1-3 working days. EU: 3-7 working days. Rest of world: 5-14 working days depending on customs. Every order gets a tracking number by email.
Do you deliver on weekends?
Our couriers deliver Monday-Saturday. Sundays and bank holidays are rest days.
Espresso Machine Questions
Which espresso machine should I buy?
Depends on how involved you want to be. Super-automatic (Jura, De'Longhi Magnifica, Philips LatteGo) = press one button, get espresso. Semi-automatic (Breville Barista Express, Gaggia Classic, Lelit Mara) = you grind, tamp, and pull the shot yourself. Stovetop (Bialetti Moka) = no electricity, just heat and water. Not sure? Email us with your budget and how you drink your coffee — we'll give you a straight recommendation.
Do the machines come with coffee?
No — machines ship in their manufacturer packaging. We can add a bag of freshly-roasted coffee at checkout for £14.
Are they UK-plug or EU-plug?
UK 3-pin plug, UK voltage, UK-format instruction manual. Never grey imports.
YETI Questions
Are YETI Ramblers dishwasher safe?
Yes, all Rambler cups, bottles, and tumblers are top-rack dishwasher safe (including magnetic slider lids). Hoppers and coolers are hand-wash only.
What's YETI's warranty?
YETI Ramblers carry a 5-year manufacturer warranty on the drinkware itself. YETI Hoppers and coolers carry a 3-year warranty. We help you file claims directly with YETI at no additional cost.
Can I engrave or personalize a YETI?
Currently we don't offer engraving in-house, but YETI's own site does. Buy the drinkware from us for the price and support, then send it to YETI for personalization.
Warranty & Returns
What's your return policy?
30 days from delivery, item unused and in original packaging. See the full Warranty & Returns page for the walk-through.
How long is the espresso machine warranty?
2 years on every machine, in addition to any manufacturer warranty. For claims, email us with your order number and a photo of the issue.
Still Have Questions?
Email hello@emberandice.co.uk — we reply within one working day, usually much faster.