We hope that you are happy with all your purchases. In the unlikely event that you are not happy with your goods, you are entitled to cancel your order at any time within 7 working days, beginning on the day after you received the goods, provided that the goods are returned to the Merchant unopened, unused and intact (except those marked as Non-Returnable, such as any bespoke, customised or personalised products), and you must inform us in writing. After the 7 day cooling-off period has elapsed, the right to return and refund rests entirely under the discretion of the Merchant.
What do I need to do to cancel my order?
To cancel an order, you need to inform us in writing before the expiry of the 7 day cooling off period by sending an email to email@example.com. Please include your order number and the reason for your return. We will contact you on receipt of the email within 48 hours and provide assistance on returning the item. You MUST include a current telephone number and email address.
Who do I return the goods to?
You must return the goods directly to the supplier who delivered the goods to you as soon as possible and reasonably practical. Returned products must be in their original packaging, with instructions and all parts included, in a fully resaleable condition. Items must not have been used or assembled in any way. The Merchant reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the terms and conditions have been breached. You are responsible for the cost of returning the product(s) to the supplier(s).
Will I be refunded the full amount?
If you have returned the goods because you cancelled the order within the 7 day cooling off period, and the goods have arrived in a resaleable condition as set out above, we will refund the full amount of the goods, and the delivery charge, on behalf of the supplier. If these conditions are met, we will refund the full amount to your original form of payment. Unfortunately we cannot process any refund until the relevant supplier has received the goods from you.
My item has arrived damaged. What do I do?
We pride ourselves on promoting only the best suppliers, and that our Members have access to goods of the highest quality. If your product is faulty or damaged on arrival, you must notify the Merchant of all goods which are due to be returned, within 20 days from the date of delivery, otherwise you will not be entitled to return them. The goods must be returned to the relevant supplier (not to The Design Emporium), who will examine the returned goods and will notify you of your refund within a reasonable period of time. The supplier will usually process the refund due to you as soon as possible, or arrange for a replacement if possible. We nor the supplier cannot guarantee a replacement.
PLEASE NOTE: Any items which are marked as ‘second hand’ or ‘antique’ may not be returned on this basis alone.
How will I know my return has been received?
After the supplier receives your return and confirms that all items are in saleable condition, you will receive an email confirming that your refund has been processed, as well as the amount refunded to your original form of payment or credited to your account.
I have received an incorrect item. What do I do?
In this unlikely event, we will endeavor to assist in replacing the item (subject to availability), please contact returns@thedesignemporium as soon as possible and reasonably practical. As many of the items on sale are exclusive, rare, or one-offs this may not be possible, but we will always hope to accommodate you for the best solution possible. If a replacement is not possible we will refund you on behalf of the supplier, crediting the cost of the item and delivery to your payment card.