Refund policy
Last updated: June 18, 2026
This policy describes when the Grand Emporium accepts returns and issues refunds, and how to request one.
The Grand Emporium stands fully behind everything we carry. If something is wrong with your order, we will make it right.
What We Accept
We accept return requests and issue refunds in the following cases only:
Your item is faulty or defective. If the product you receive has a manufacturing defect — damaged stitching, a structural flaw, or a quality issue — contact us and we will arrange a replacement or refund.
Your item is significantly different from how it was presented. If the item delivered differs materially from the product description or images shown at the point of sale, contact us and we will arrange a replacement or refund.
You received the wrong item. If the item delivered does not match what you ordered in product type, size, or colour, contact us and we will send the correct item or issue a refund.
Your package was lost in transit. If your order is confirmed as lost by the carrier, contact us and we will investigate and provide a resolution.
Reporting Window
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.
How to Request a Return 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.
Condition of Returned Items
Returned items must be:
Unused
Unworn
Unwashed
In their original condition
We do not accept items that have been worn, washed, stained, damaged through misuse, or altered after delivery.
What We Do Not Accept
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. Please 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.
Order Cancellations
Cancellations are only possible while your order is still under review and processing has not yet begun. Contact us at clientservices@thegrandemporium.com immediately after placing your order if you wish to cancel. Once processing has started, we cannot guarantee a full refund.
Processing Delays
Orders are typically processed and prepared within 3–7 business days before dispatch. If your order has not been dispatched within this timeframe, please contact us at clientservices@thegrandemporium.com and we will investigate on your behalf.
How Refunds Are Processed
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.
Contact
For any questions about this policy or a specific order, email us at clientservices@thegrandemporium.com. We read every message.