Refund policy

RETURNS & REFUND POLICY

Extended Christmas Returns Period

Any items bought from 12th December can be returned up until, and including Thursday 9th January for a credit note or an exchange.

Online Orders

You can return any items within 14 days of receiving your goods.

we cannot provide coverage for the cost of shipping 

Click & Collect

You can return any items within 7 days of receiving your goods.

Instore Orders

You can return your items for credit note or an exchange within 7 days of purchase.

Sale Orders

Online - You can return your items for credit note only within 14 days of purchase.

Instore - All sale purchase instore are final and are non-refundable and not exchangeable.

Further Details Below

Online Orders

To return an item post the item(s) back to us to our store address within 14 days of receipt. We recommend you return your item(s) using a secure or trackable method i.e. Recorded/Special Delivery and that you retain your proof of postage.

You can post these to the shop:

Emma Cross The Store Ltd 7 Station Road North Berwick EH39 4AT

we strongly advise against ordering multiple sizes of one item with the intent of only keeping one. We are a small business and therefore our stock is limited.

Please Note:

- New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in saleable condition. These conditions need to be met for a return to be accepted.

- Emma Cross The Store Ltd  will not accept returns for any non-faulty items that have been worn, washed and/or tags removed. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags.

- For hygiene purposes, returns/exchanges on earrings, jewellery and hair accessories cannot be accepted.

- All items purchased on the Emma Cross The Store Ltd website must be returned to our store at the responsibility of the sender. Emma Cross the Store Ltd cannot be held responsible for items lost or delayed when being returned. The sender will be liable for them until we receive them.

- This is in accordance with the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), giving you have the right to cancel your order or return your order with us. 

- All online orders made for items that are on sale are only able to be returned for a credit note. These need to be returned to us within 14 days of purchase. 

- Items received outside of these terms will be returned to sender.

Instore Purchases

You can return your items for credit note or an exchange within 7 days of purchase.

Please Note:

- Please note we do not accept returns without a receipt of purchase.

- However, if the item is damaged or faulty, we will do our best to repair the item for you and failing this, we will offer you a replacement, refund or credit note.

- All sale purchase in-store are final and are non-refundable and not exchangeable, unless faulty within 24hrs of purchase.

- Sale items are sold as seen and are not eligible for return in regards to any flaws (such as threads, seams, marks and so forth but not exclusively)

 

Bespoke items and special orders

Paint. Wallpaper. Fabrics. Furniture. Upholstery. Special order cushions

Special Orders / Bespoke Orders cannot be cancelled. A Special Order constitutes any item that we have specifically ordered in from one of our suppliers this includes Paint. Wallpaper. Fabrics. Furniture. Upholstery. Special order cushions 

Prior to ordering large items of furniture, please ensure you carefully check all measurements to be sure that your order will fit into the home. Failure to do so is not reasonable grounds to cancel/return your order.

Out of Stock / On Order items normally arrive within quoted lead times however can, at times, be subject to delay. Delays are out with our control and as such, we cannot be held responsible if this happens to your order, however we endeavour to keep these delays to a minimum.

All Sale items as well as 'sold as seen' products are non-returnable.

All upholstery items are ‘sold as seen’ these as one of a kind, bespoke items and will have signs of wear and tear, this is part of the character of the item – it is the buyers responsibility to check that they are happy with the quality of the item prior to purchase. 

Special note about wallpaper sales

We are unable to accept returns on wallpaper ordered in, please make sure your decorator works out the paper required, note if you are short of paper and require additional quantities we can not guarantee  the same batch will be available,

Special note about fabric supply only sales

We are unable to return any fabrics that have been found to be faulty if they are supplied to a 3^rd party, or cut. Please check any deliveries carefully and make sure the correct product has been supplied, and it is fault free before cutting

Please ask about our made to measure cushions and windows dressings