Terms and Conditions
Last updated: November 2025
1. Introduction
Welcome to Emporium Norwich. By accessing our website, purchasing products, or participating in any of our services (including online orders, in-store purchases, experiences, gift vouchers, or digital products), you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these terms, you must refrain from using our website or services.
2. Site Ownership and Intellectual Property
All content on this website — including but not limited to images, logos, branding, product names, designs, graphics, photographs, videos, and written material — is the exclusive property of Emporium Norwich and is protected under UK and international copyright and intellectual property laws.
You must not:
Copy, reproduce, or modify any content;
Redistribute or republish material;
Use our branding for commercial purposes;
Create derivative works without written permission.
Unauthorised use may result in legal action.
3. Eligibility and User Requirements
To place orders or use our services, you must:
Be at least 18 years old, or
Have parental or guardian consent and supervision.
By using our website, you confirm that:
All information submitted is accurate;
You will not engage in fraudulent, abusive, or harmful activity;
Any misuse of the website may result in account suspension or legal action.
4. Product Availability and Substitutions
All Emporium Norwich products are handmade in small batches. Availability may vary.
We reserve the right to substitute certain flavours, designs, or product components without prior notice if an ingredient becomes unavailable. Any substitutions will always be of equal or greater value.
By placing an order, you acknowledge that variations may occur due to the artisanal nature of our products.
5. Orders, Payment, Processing & Shipping
Order Preparation
All orders require up to 7 business days to prepare before dispatch.
During peak seasons (Christmas, Easter, Valentine’s Day), preparation may take longer.
Dispatch
Orders are dispatched once a week, typically on Thursdays, to avoid weekend delays.
Orders placed after Thursday will be dispatched the following week.
Shipping
We use Royal Mail and other approved UK couriers.
Standard delivery times are 3 to 5 business days after dispatch.
Delivery times are estimates only and cannot be guaranteed.
Customer Responsibilities
Customers must:
Provide accurate and complete delivery information;
Ensure someone is available to receive the order;
Track their order once the tracking number is sent.
Emporium Norwich is not responsible for:
Delays caused by Royal Mail or external couriers;
Parcels sent to incorrect addresses provided by the customer;
Missed deliveries or failure to collect parcels;
Items returned due to repeated failed delivery attempts.
Payment
We accept:
Major debit and credit cards
PayPal
Other secure third-party payment gateways
Payments are processed immediately.
International or currency conversion fees may apply depending on the customer’s bank.
6. Gift Cards and Vouchers
Gift cards and vouchers issued by Emporium Norwich are subject to the following terms:
Valid only within the dates and conditions specified at purchase.
May not be used for workshops, masterclasses, private events, or third-party collaborations unless explicitly stated.
Valid for eligible in-store and online products.
Use of a gift card does not qualify an order for free delivery. Shipping fees apply separately.
Gift cards cannot be exchanged for cash.
Lost or stolen vouchers cannot be replaced.
Promotional vouchers cannot be combined with other offers unless stated.
7. Allergens and Dietary Information
Customers are responsible for checking product descriptions and allergen information before purchasing.
Despite taking every precaution, all items are made in an environment that handles:
Milk
Soya
Wheat
Nuts
Eggs
Cross-contamination may occur.
Customers with severe allergies should contact us before ordering.
8. Limitation of Liability
To the maximum extent permitted by law, Emporium Norwich shall not be liable for:
Indirect, incidental, or consequential losses;
Losses arising from courier delays, theft, or damage after dispatch;
Business losses, revenue loss, or expectation loss;
Inaccurate information provided by the customer.
Your statutory rights under the Consumer Rights Act 2015 remain unaffected.
9. Changes to Terms
We may update or amend these Terms and Conditions at any time.
Changes will be published on this page. Continued use of our website constitutes acceptance of any updated terms.
10. Contact Information
For questions regarding these Terms and Conditions, please contact:
📍 Emporium Norwich, Hellesdon Hall Road, Norwich NR6 5BB
Shipping & Payment Information
Last updated: November 2025
At Emporium Norwich, we are committed to providing a seamless, transparent, and secure shopping experience. This page outlines our payment options, order processing timeline, shipping policies, pick-up information, and how we handle damaged or lost parcels.
1. Payment Options
All payments are processed securely at checkout.
We accept major debit and credit cards, as well as PayPal.
Payment is taken immediately once the order is placed.
We do not store any card details.
A confirmation email will be sent once your payment has been successfully processed.
2. Order Processing & Dispatch
All our chocolates and baked products are handmade in small batches.
Preparation time: up to 7 business days after purchase (Wix timelines).
Dispatch days: We ship every Thursday only, to avoid parcels being held in courier depots over the weekend.
Orders placed on or after Thursday will be dispatched the following Thursday.
During peak seasons such as Christmas and Easter, processing times may extend due to higher demand.
You will receive an email notification once your order has been shipped.
3. Shipping Costs & Delivery Times (UK)
Standard UK shipping ranges from £5.99 to £11.49, depending on parcel size and weight.
All parcels are shipped via Royal Mail or other trusted UK couriers.
Estimated delivery time: 3 to 5 business days after dispatch.
Tracking information will be emailed when available.
For Express Shipping: please contact us before placing your order to confirm availability and pricing.
Important:
We are not responsible for courier delays, strikes, backlogs, or any delivery disruptions that are outside our control.
4. In-Store Collection
You may choose to collect your order from our shop at:
Hellesdon Barns
Hellesdon Hall Road
Norwich NR6 5BB
Collection Hours:
Wednesday to Saturday – 11:00 AM to 3:00 PM
Earlier collections may be arranged depending on staff availability.
You will receive an email once your order is ready for collection.
5. Returns, Exchanges & Lost or Damaged Parcels
Because our products are perishable and handmade, we cannot accept returns or exchanges.
If your item arrives damaged or incorrect:
You must notify us within 24 hours of delivery.
Please include clear photographic evidence of the issue.
We will review the case and may offer a replacement or partial refund at our discretion.
We are not responsible for:
Delays caused by Royal Mail or external couriers;
Incorrect or incomplete shipping details provided by the customer;
Failed delivery attempts, missed deliveries, or parcels not collected in time.
If a parcel is returned to us due to failed delivery attempts or incorrect address details, the customer will be responsible for paying the re-shipping fee.
6. Contact Us
If you have any questions about shipping, payments, or your order, please contact us:
📞 07543 230155
We’re always happy to help.