Returns and Cancellations Policy

As the majority of items that we create at No Ordinary Emporium are personalised you must familiarise yourself with the following policies that abide by Online and Distance Selling Regulations.

Return and Refund Policy

Non-personalised items

We accept returns of non-personalised items. Please follow the procedure below to initiate a return of a non-personalised item:

Return window: 30 days
Refund processing time: 5 days

How to return:

  1. Email contact@noordinaryemporium.com with your order number and the reason for return.
  2. We will provide you with the details needed to return the item. Items are to be returned at your cost.
  3. Customers are responsible for return postage costs. We recommend packing the item safely and with a tracked method. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
  4. Any returned items must reach us within 30 days of receipt of the order.
  5. Once we receive the return, your refund will be processed in 5 business days.

Personalised Items

Please note that goods made to your specifications or clearly personalised are excluded from the statutory right of cancellation, and our return policy, meaning they cannot be returned unless defective. Please review the following options if a personalised item arrive damaged:

Reprinting your item. If in the unfortunate event your personalised item arrives damaged, please contact us as soon as possible along with photos of the damaged item and damaged packaging. The photos must show the entire item and the entire packaging. After seeing the photos we will issue a reprint of the personalised item without delay and dispatch as soon as possible. Please note that without photos of the damage we are unable to process the reprint. There will be no charge for the replacement item. Please keep the damaged packaging for 10 working days in the event that the carrier used requests for us to return it for evidence.

Requesting a refund. If in the unfortunate event that you require a refund of the damaged personalised item, please contact us as soon as possible with photos of the damaged item and damaged packaging. The photos must show the entire item and the entire packaging. After seeing the photos we will issue a refund of the personalised item without delay. Please note that without photos of the damage we are unable to process the refund. Please keep the damaged packaging for 10 working days in the event that the carrier used requests for us to return it for evidence.

Exchanges

We do not currently offer exchanges.

We currently do not charge a restocking fee.

 

Cancellation Policy for Personalised Items

  • If you change your mind about your purchase you may request a cancellation within 24 hours of purchase.
  • As there is no legal requirement for us to allow a cancellation on a personalised product where we have already begun work we offer this cooling off period of 24 hours at our discretion.
  • If a cancellation is requested after 24 hours of purchase we may not be able to offer a full refund as work may already have begun on your order.