Returns & Refunds

Please note our policy is a generic Emporella policy, you need to view the supplier's terms & conditions before purchasing, as their terms stand.


We want you to be delighted with your purchases here at Emporella.  If you are not happy for whatever reason, you have 7 days (from the date you received the order) to communicate directly with the supplier.

Please contact the supplier / shop you purchased from and let them know you wish to cancel your order, or return or exchange a product.  You can find contact details of who you bought from by going onto their shop page or from your order confirmation email. 

Please check the returns policy with the supplier before returning as some products may be non-returnable.

When returning, please don’t destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve spoken to the supplier/shop and agreed that doing so won't affect any refund you may be entitled to.

We do not take any responsibility for returned items that are not received and request that you contact the postal company directly should this happen.  You will be responsible for paying postage costs associated with returns under this policy. 


The shop/supplier will send you a refund for the full price of any product properly returned by you in accordance with their policy terms excluding the original delivery charges if these have been paid by the customer, and excluding the cost of the returning the product to them. 

The shop will process the refund due to you as soon as possible and, in any event, within 30 days of the day they received your returned product. 

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Shop).

Non-Refundable items

Unfortunately, some items are non-cancellable and non-refundable:

  • Anything that’s made to your specific requirements, is personalised or otherwise can't be resold due to a bespoke element
  • Perishable products (like food or flowers)
  • Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
  • Personal items sold with a hygiene seal (like earrings, cosmetics or underwear) where the seal is broken.

To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.

If you have a dispute, please communicate with Emporella on [email protected]