Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ExtraordinaryEmporiumUK@gmail.com. Please note that returns address will need to be confirmed as they may differ from the business operating address.  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first notifying us of an issue by requesting a return will not be accepted. 

You can always contact us for any return question at ExtraordinaryEmporiumUK@gmail.com 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@Extraordinaryemporium.com.

Extraordinary Emporium Returns Policy

Last update: January 2026

Overview

1.       We accept returns on account of manufacturing defects subject to approval by the Returns Team. This includes free collection of defective merchandise. T’s & C’s apply.

2.       We accept returns on account of transit damages subject to approval by the Returns Team. This includes free collection of the merchandise. T’s & C’s apply.

Terms

These terms also apply to any repaired or replacement goods we ship out. All refunds are processed within 14 business days. We can only refund to the original bank account used for the purchase.

Consumer Rights Act 2015

Returns must be advised immediately on receipt of goods. We cannot accept returns if you fail to notify us within 48 hours.

Under the Consumer Rights Act 2015, customers purchasing goods for personal use have the right to expect that the products they receive are of satisfactory quality, fit for purpose, and as described. If a product is faulty, damaged, or not as advertised, customers are entitled to a repair, replacement, or refund depending on the circumstances. We are fully committed to upholding these rights. If you believe there is an issue with your purchase, please contact us as soon as possible so we can resolve it promptly in line with your statutory rights.

Sale of Goods Act 1979 (SOGA) and Supply of Goods and Services Act 1982 (SOGASA)

As a responsible retailer, we ensure that all our products comply with the requirements of being as described, of satisfactory quality, and fit for their intended purpose. Should any issues arise, we aim to resolve them fairly and efficiently, ensuring our customers receive the service and support they are entitled to by law.

Standard Operating Procedure for Returned Items

- Returns must be in original packaging and the same condition as received.
- Evidence and information must be submitted within 2 working days of delivery.
- The courier will only collect from the original delivery address.
- Returns moved to another address are automatically void.
- Refer to the bespoke/hands‑made goods section in Terms & Conditions for allowed variances.
Defective Goods and Returns

- Please notify us within 2 working days of delivery – ideally sooner.
- Provide order number,  photo of the defect, and explanation.
- Our Returns Team aims to reply within 2–5 business days.
- If approved, a collection is arranged and you can choose:
  a. Discount
  c. Full or partial refund
  d. Replacement
  e. Repair

"Working days" exclude weekends and UK bank holidays.

Infestation policy

- Applies for 90 days post-delivery.
- Infestations must be reported with evidence.
- If verified, you may receive a full refund, replacement, or item of equal value.
- We use a 3-tier fumigation process.
- Excludes infestations caused after delivery or misuse.

Sale or return

• We do not accept change‑of‑mind returns.
• If you refuse delivery you will be charged as the order has been fulfilled.
• Orders are processed immediately, therefore unfortunately address changes may not be feasible once processing has begun.

Timelines for claims

- Manufacturing defects / transit damage: advise us immediately

- Lost parcel claims: 2 days from dispatch notification
- Missing parts: immediately from receipt (free replacement)
- Infestation claims: 90 calendar days from delivery

Bespoke orders

- Cancellations, refunds, or replacements are not accepted once production starts, as these are commissioned to specification.
- Damage evidence on delivery allows for refund/replacement/collection.

Back Orders

Treated as standard – same return procedure applies.

Handmade policy – solid wooden furniture / leather

- When products are individually handcrafted from solid wood there will be variations in finish, texture, grain, knots, and movement are natural and not defects. Leather variations in end product are the nature of the materials where some variance should be expected, and will not be considered a manufacturing fault.