Shipping & Payment Information
Last updated: September 2025
At Emporium Norwich, we are committed to providing a seamless and secure shopping experience. This page outlines our payment options, order processing timeline, shipping policies, pickup availability, and our approach to issues such as damaged or lost parcels.
1. Payment Options
All payments are made securely at checkout.
We accept major debit and credit cards, as well as PayPal.
Payment is processed immediately upon checkout. We do not store card details.
A confirmation email will be sent once your payment has been successfully processed.
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2. Order Processing & Dispatch
All our products are handmade to order and require 3 to 5 working days for preparation before dispatch.
Shipping days: Orders are shipped Wednesday to Thursday only, to avoid products being held in courier depots over the weekend.
Orders placed after Thursday will be dispatched the following Wednesday.
Peak seasons: During holidays (e.g. Christmas, Easter), processing times may extend to 5+ working days due to higher demand.
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3. Shipping Costs & Delivery Times (UK)
Standard shipping: £5.99 to £11.49 (cost based on order size and weight).
We use Royal Mail and other trusted UK couriers.
Estimated delivery time: 2 to 4 working days after dispatch.
Express shipping: Available upon request — contact us before placing your order to check pricing and timelines.
Tracking: When available, tracking information will be provided via email.
Important: We are not responsible for courier delays or disruptions outside our control.
4. In-Store Pick-Up Option
You may choose to collect your order in person from:
Hellesdon Barns, Hellesdon Hall Rd, Norwich NR6 5BB
Pick-up hours: Wednesday to Saturday, 11:00 AM to 3:00 PM.
If you require an earlier collection time, please contact us to check availability.
Collection details will be confirmed by email after your order is placed.
5. Returns, Exchanges & Lost/Damaged Parcels
Due to the perishable nature of our products, we do not accept returns or exchanges.
If your item arrives damaged or incorrect, you must notify us within 24 hours of delivery, including clear photographic evidence.
We will assess the situation on a case-by-case basis and may offer a replacement or partial refund, at our discretion.
We are not responsible for delays or lost parcels caused by:
Incorrect shipping details provided by the customer;
Courier issues beyond our control;
Failure to collect or receive a parcel.
If a parcel is returned to us due to multiple failed delivery attempts, the customer will be responsible for the re-shipping fee.
6. Contact Information
If you have any questions about shipping, payments, or order issues, please contact us:
📧 Email: info@emporiumnorwich.com
📞 Phone: 07543 230155
We’re here to help!