Return & Refund Policy

Last updated: September 2025

 

At Emporium Norwich, we take great pride in handcrafting our chocolates with care and attention. We also take every precaution to ensure your order arrives in excellent condition. Because our products are perishable and made to order, our return and refund policy follows specific guidelines, outlined below.

 

1. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please notify us within 24 to 48 hours of delivery by sending:

 

A clear photo of the affected item(s);

A brief description of the issue;

Your order number.

Each case will be assessed individually. Depending on the circumstances, we may offer:

 

A full refund;

A replacement item;

Or a store credit.

Important:

 

We are not responsible for parcels lost or delayed due to incorrect shipping details provided by the customer.

We cannot guarantee refunds or replacements for delays caused by couriers.

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2. Non-Refundable & Non-Returnable Items

Due to the perishable nature of our products, we are unable to accept returns. However, we are committed to resolving any issues in accordance with the Consumer Rights Act 2015.

 

The following are not eligible for refund or replacement:

 

Products that have been opened or partially consumed;

Customised or personalised items;

Orders returned due to incorrect address provided by the customer;

Orders where the recipient was unavailable to receive the delivery;

Delays or disruptions caused by courier services;

Parcels returned after multiple failed delivery attempts.
 

3. Delivery Issues

We strongly recommend that customers double-check shipping details before confirming an order.

 

Refunds or replacements will not be issued for:

 

Incorrect or incomplete delivery addresses;

Parcels returned due to the recipient’s absence;

Delivery delays caused by third-party couriers.
 

4. Refund Processing

If your refund is approved:

 

It will be processed within 5–7 business days via your original payment method.

Alternatively, we may offer store credit or a replacement product of equal value.

Please note:

 

Refunds are issued only after a full investigation is completed.

If the issue involves a delivery delay or missing parcel, we will wait for a formal response from Royal Mail (or the respective courier) before proceeding.

Investigations may take several weeks depending on courier response times.

If the error is determined to be on our part, we will issue a full refund or suitable resolution.

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5. Cancellations & Order Modifications

If you need to cancel or modify your order:

 

Please contact us within 2 hours of placing the order by emailing info@emporiumnorwich.com.

After this window, we may not be able to make changes.
 

Once the order has been