Return & Refund Policy
Last updated: November 2025
At Emporium Norwich, every chocolate and baked product is handcrafted with great care, using high-quality ingredients and meticulous attention to detail. We take every precaution to ensure your order is prepared safely and arrives in excellent condition. Because our products are perishable and made to order, our return and refund policy follows specific guidelines to protect both our customers and our small business.
1. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please notify us within 24 hours of delivery.
To assist us in resolving the issue, please provide:
A clear photo of the item(s) received;
A brief description of the issue;
Your order number.
Each case will be reviewed individually. Depending on the circumstances, we may offer:
A replacement item;
A partial refund;
Or store credit.
Important notes:
We are not responsible for parcels lost or delayed due to incorrect or incomplete shipping details provided by the customer.
We cannot offer refunds or replacements for delivery delays caused by Royal Mail or other couriers, as these factors are outside our control.
All orders require up to 7 business days for preparation before dispatch. This preparation time does not qualify as a delay.
2. Non-Refundable & Non-Returnable Items
Due to the perishable nature of our products, we are unable to accept returns.
However, we will always comply with our obligations under the Consumer Rights Act 2015.
The following items are not eligible for refund, replacement, or credit:
Products that have been opened, unsealed, or partially consumed;
Customised or personalised items;
Orders returned due to incorrect address details;
Orders where the recipient was unavailable to receive or collect the parcel;
Delays, disruptions, or mishandling by Royal Mail or any external courier;
Parcels returned after multiple failed delivery attempts.
3. Delivery Issues
To avoid complications, we strongly recommend checking your shipping address carefully before checkout.
Refunds or replacements cannot be issued for:
Incorrect or incomplete delivery addresses;
Parcels returned because the recipient was not available;
Courier delays, strikes, seasonal backlogs, or lost items outside our control.
If a parcel is returned to us due to failed delivery attempts, the customer will be responsible for paying the re-shipping fee.
4. Refund Processing
If a refund or replacement is approved:
Refunds will be processed within 5–7 business days to the original payment method;
Alternatively, store credit or a replacement product may be offered.
Please note:
Refunds are issued only after a full investigation has been completed;
For missing or significantly delayed parcels, we must wait for an official response from Royal Mail or the relevant courier.
Courier investigations may take several weeks.
If the issue is determined to be an error on our part, we will provide a full refund or replacement.
5. Cancellations & Order Modifications
If you need to modify or cancel your order:
Please contact us within 2 hours of placing the order at info@emporiumnorwich.com
.
After this period, your order will enter our production queue, as all items are handmade and require up to 7 business days to prepare.
Once production has begun, cancellations or changes may no longer be possible.
Contact Us
For any issues related to returns, refunds, or order concerns, please contact:
We are here to help and will review each situation with care and fairness.