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 customerservice@empirewarehouse.co.uk or message us via the website.  Please note that returns will need to be sent to the address provided.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and could become lost with the courier as we use a third-party returns warehouse. 

You can always contact us for any return question at customerservice@empirewarehouse.co.uk. 

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 personalised items including number plates), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.  Where a product has been modified, altered or a repair attempt has been made by a customer after purchase, we cannot accept these returns.

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

Please get in touch if you have questions or concerns about your specific item.

Partner fulfilled orders
Some items on our website are fulfilled by partners and we cannot automatically process cancellations or refunds. We work closely with our partners to ensure that any charges for returns are kept to a minimum.

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.  Please make sure you let us know by enclosing a note within the package containing the return.

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.

Please note if you purchased using PayPal, we can only refund your via this method and this can lead to extended delays between PayPal refunding your original funding method.

If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@empirewarehouse.co.uk.