Returns, Refunds and Cancellations

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

Returns and refunds: your options if a personalised items arrive damaged

Requesting a reprint If in the unfortunate event that your personalised item arrives damaged, 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 reprint of the personalised item without delay and post it to you 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.

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.

Cancellation Policy and 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.