FAQ's

GENERAL

Who is Ash & Ember Co.?

Ash & Ember is a South African fragrance and home-scent brand focused on intentional, signature scent experiences. Everything is crafted in small batches for consistency, quality, and long-lasting performance.

ORDERS

How long does processing take?

Orders are processed within 1–2 business days.
Orders placed after 15:00 may only be processed the next business day.

Can I change or cancel an order?

If you need to change anything, email us immediately at info@ashandember.co.za.
Once your order has shipped, we can’t make changes.

SHIPPING

Where do you ship?

We ship anywhere in South Africa.

What are your shipping options?

Courier — Door to Door (Nationwide)
R99 • 3–4 business days

PUDO Locker Pickup (Nationwide)
R70 • 2–4 business days

Local Pickup — Pretoria
Free • By arrangement

Do you offer free shipping?

Yes — Orders over R1,000 qualify for FREE nationwide shipping.

How do I track my order?

You’ll receive an email with your tracking number as soon as your order ships.

RETURNS & REFUNDS

Can I return or exchange my order?

Because our products are personal-care items, we can only accept returns for:

  • Damaged items

  • Incorrect items

  • Unused, unopened products in original packaging

For full details, see our Refund Policy.

What if my item arrived damaged?

Email us at info@ashandember.co.za with photos of the issue.
We’ll replace or refund the product immediately.

PRODUCTS

Are your perfumes strong and long-lasting?

Yes. Our perfumes are Extrait de Parfum, meaning a high fragrance concentration for all-day performance. We only use imported French premium fragrance oils.

Are your candles safe?

Yes. Our candles use premium wax, safe fragrance oils, and cotton wicks. Always burn within sight on a stable surface.

Can I use your lotion on sensitive skin?

Our lotion is intentionally simple and nourishing, but if you have concerns, test a small amount first. Stop use if irritation occurs.

Do your products match each other’s scent?

Yes. Ash & Ember is designed as a unified scent philosophy — your fragrance, lotion, beard oil, and candle all complement the same essence.

PAYMENTS

Which payment methods do you accept?

We accept:

  • Debit & credit cards

  • Instant EFT

  • PayFast / PayGate payments

  • Visa / MasterCard

PICKUP

Where is pickup located?

Pretoria, Gauteng.
We’ll contact you to arrange a collection time once your order is ready.

CONTACT

How can I reach you?

📧 info@ashandember.co.za

This is our WHY.

Ash & Ember was created in a season of reset — a point in life where I wanted something more intentional than the random, mismatched products we use every day.

Not another hobby.

Not another mass-market scent.

Something with purpose.

I kept noticing how chaotic our scent routines actually are:

a fresh body wash, a generic deodorant, a lotion that smells completely different, a fragrance that fights with all of it, and a candle at home that belongs to an entirely different world.

Nothing flows.

Nothing feels like a signature.

Nothing feels like identity.

Ash & Ember was built to fix that.

I wanted a unified scent philosophy — a single essence that carries through your entire day.

From the moment you wake up.

To your skincare or body care routine.

To your fragrance.

To the scent in your home when you unwind at night.

One story.

One energy.

One signature.

Ash represents clarity and the things we leave behind.

Ember represents warmth, presence, and the spark that keeps us moving.

Together, they create a brand built on coherence, contrast, and intention.

Ash & Ember products are crafted slowly and purposefully, designed to work together — not clash.

A full-day scent identity, not a collection of random smells.

This is why Ash & Ember exists:

to turn your daily ritual into a unified experience — powerful, consistent, and unmistakably yours.

 Shop now

Intentionally Crafted

Every formula is built slowly, carefully, and in small batches. No shortcuts. No generic bases.
Everything is designed with purpose.

Unified Scent Identity

Our products are created to flow together —
from skin to space, morning to night.
One essence. One story. One signature.

Contrast and Legacy

Ash for clarity. Ember for warmth.
A brand built on balance, longevity, and pieces that outlive trends.