Client Services

After dispatch, standard shipping has an average transit time of 10 business days. Most orders arrive within 15 days of dispatch. Estimated delivery times are shown at checkout and are estimates only — actual delivery may be affected by customs clearance, carrier delays, peak season volumes, or events outside our control.

Shipping costs are calculated based on your location and order size and are shown clearly at checkout before you confirm your purchase.

We ship all orders via a method that includes no import fees. The shipping cost shown at checkout is the total charge — no additional fees are applied on delivery in most cases. In some remote areas, local customs fees may still apply due to local regulations and are the customer’s responsibility where they apply.

We ship to most countries worldwide. Due to carrier restrictions or other external factors, certain destinations may occasionally become temporarily unavailable. If we are unable to ship to your location, we will notify you and issue a full refund.

If a carrier attempts delivery and is unable to complete it, they will leave a notification with instructions for rescheduling or collection. If a package is returned to us due to an incorrect address or failure to collect, re-shipping costs will be the customer’s responsibility.

If your package has not arrived by the estimated delivery date, contact us at clientservices@thegrandemporium.com within 7 days of the estimated delivery date. Claims submitted outside this window may not be eligible for a resolution.

The Grand Emporium stands fully behind everything we carry. We accept return requests and issue refunds in the following cases only:

• Your item is faulty or defective — a manufacturing defect such as damaged stitching, a structural flaw, or a quality issue.
• Your item is significantly different from how it was presented — the item delivered differs materially from the product description or images shown at the point of sale.
• You received the wrong item — the item delivered does not match what you ordered in product type, size, or colour.
• Your package was lost in transit and is confirmed as lost by the carrier.

All issues must be reported within 7 days of delivery. For lost packages, your claim must be submitted within 7 days of the estimated delivery date. Claims submitted outside these windows may not be eligible for a replacement or refund.

Email us at clientservices@thegrandemporium.com with the following:

• Your order number.
• A description of the issue.
• Clear photographs or video of the item showing the fault or discrepancy where applicable.

We will review your request and respond within 7 business days. Returns must be approved before sending anything back — we do not accept unauthorised returns. If your return is approved, we will provide the return address and full instructions. Return shipping costs are the customer’s responsibility.

Returned items must be unused, unworn, unwashed, and in their original condition. We do not accept items that have been worn, washed, stained, damaged through misuse, or altered after delivery.

We do not accept returns or issue refunds for:

• Change of mind after purchase.
• Items that have been worn, washed, or altered after delivery.
• Sizing issues where the item was prepared accurately according to the size ordered. Refer to the size guide on each product page before purchasing.
• Items prepared accurately according to the approved specification but later deemed unwanted.
• Orders delayed due to incorrect information provided at checkout, including an incorrect shipping address or phone number.
• The following items for hygiene reasons, unless defective: underwear, socks, tights, swimwear, pyjamas, and face masks.
• Any claim submitted outside the 7-day reporting window.

Approved refunds are issued to your original payment method in your original purchase currency. Processing times vary by payment provider but are typically completed within 10 business days of approval.

We collect the following, depending on how you interact with us:

• Identifiers — your full name, email address, billing address, shipping address, and phone number.
• Financial information — payment card details, transaction records, and payment confirmations, processed securely via our payment processors.
• Order information — items you view, add to your cart, purchase, or return, and your order history.
• Account information — your username, password, preferences, and settings.
• Device and usage information — your IP address, browser type, device identifiers, and how you interact with our store.
• Communications — information you share when you contact our customer service team.

We use your personal information only to fulfil your orders, manage your account, send you marketing communications you have opted into, prevent fraud, provide customer service, and comply with applicable law. We send marketing emails about new collections and offers via Klaviyo — you can unsubscribe at any time using the link in any email we send — and we run limited retargeting and lookalike advertising on Meta and Google. We do not participate in broader advertising networks beyond these two platforms.

We do not sell your personal information. We share it only with:

• Shopify, our store platform.
• Our production and fulfilment partners, who receive your name and shipping address solely to enable production and delivery of your order.
• Klaviyo, which stores your email address and purchase history to manage our marketing communications.
• Meta and Google, to enable limited retargeting and lookalike advertising.
• Payment processors, to securely process your transactions.
• Legal and regulatory authorities, when required by law or to protect the rights, property, or safety of our customers or our business.

We use cookies and similar technologies to operate our store, remember your preferences, analyse usage, and deliver advertising. Some cookies are necessary for the store to function. Others support analytics and advertising and can be managed through your browser settings or our cookie consent tool. Third-party services including Shopify, Meta, and Google may place their own cookies on your device.

We retain your personal information only for as long as necessary to fulfil the purposes described in our Privacy Policy or as required by applicable law. When your information is no longer needed, we delete or anonymise it securely.

Depending on where you live, you may have rights to access, correct, delete, or port your personal information, and to object to or restrict certain processing. You may also withdraw consent for marketing at any time by unsubscribing from our emails or contacting us directly. To exercise any of these rights, contact us at legal@thegrandemporium.com.

The Grand Emporium is not intended for use by anyone under 16. We do not knowingly collect personal information from anyone under 16. If you are a parent or guardian and believe your child has provided us with personal information, contact us at legal@thegrandemporium.com and we will delete it promptly.

For questions about orders, shipping, deliveries, returns, or refunds, email us at clientservices@thegrandemporium.com. We read every message.

For all privacy-related questions or requests — including exercising your rights to access, correct, delete, or port your personal information — email us at legal@thegrandemporium.com.

The Grand Emporium is based in Wolverhampton, United Kingdom.