Return by post
You can return your items within 28 days of receipt of your order for a full refund to the original payment method used, however you will be responsible for the postage and any associated cost and risk of the return of the goods to us. You must ensure the products are received by our Online Returns Centre within 28 days of receipt of your order otherwise your refund may be refused.
If you return your purchase by post after the time period outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full. In these circumstances we may instead return your purchase to you and prior to sending it, you will be charged the delivery fee applicable to the products and your location.
A refund will be credited to your original payment method within 14 calendar days of us receiving the returned goods at our Online Returns Centre. Please note some banks may take longer to credit your account. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process.
We recommend that you return the items via a recorded delivery service and retain the proof of postage.
Return in store
You can also return your online purchase in our main store Emson Haig at Lakeside Intu Shopping Centre at Grays for an exchange or a refund onto a gift card. Items must be returned within 28 days of receipt of your order.
Exchange in store
If you wish to exchange your items you will need to visit Emson Haig store within 28 days of receipt of your order. Exchanges are not possible if items are returned to our Online Returns Centre.
Right to cancel
UK and EU customers have the right to cancel orders under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Consumer Contract Regulations 2013”).
If you wish to cancel pursuant to the rights set out in the Consumer Contract Regulations 2013
If you have selected a residential or business address for delivery, once you have received your order confirmation your delivery will be due the following day (excluding Sundays).
If your order has not been received within the agreed times (see your despatch note for confirmation of this) then you will be able to contact our insured courier service to track your order.
For Click & Collect deliveries you will be able to contact your chosen showroom directly, or, alternatively, you may wish to contact our customer experience team, who can be contacted on 01992 655 680 during the following times:
o Monday-Friday: 09am – 5.30pm
Alternatively for Weekends and Bank Holidays, call 01708 890 730
o Saturday: 10am - 9pm
o Sunday: 10am - 5pm
o Bank holidays: 10am - 5pm
Alternatively you can email us at firstname.lastname@example.org.
EXPECTED ARRIVAL OF DELIVERIES
All orders received online at Emson Haigs are processed and, depending on stock availability, are despatched as promptly as possible and normally delivered in 1-3 working days. Please see the delivery information on the product pages for more specific information. If the items you have ordered qualify for Express Delivery, they will normally be delivered within 1-2 working days.
Where any products have a longer delivery time of 48 hours, our customer experience team will contact you by email to confirm the approximate date of despatch.
Delivery times stated are subject to order approval. Please visit our delivery page for complete information.
All deliveries will be made to you at the addresses specified by you in the order. We may, at our discretion and expense, deliver parts of your order separately. If we cannot deliver the products to you at the address you have specified for any reason (other than when we are at fault), we will notify you and store the products. If you wish us to redeliver the products to you, you will need to authorise us to charge your credit card/debit card for such re-delivery. If we do not hear from you within 28 days, we will cancel the order and refund your payment to you less any reasonable delivery charges we have incurred.
A signature may be required to receive the order and you will be responsible for the products as soon as they are delivered. Ownership of the products shall pass to you once we have received payment in full.
If you decide to have your order delivered to a different address than your own, a signature may still be required and the general conditions of delivery will remain unchanged. Please note, orders paid using Interest Free Credit must be delivered to the same address as the billing address used to pay the deposit.
Even though packages are sent via secure courier, on rare occasions we do experience losses whilst in transit. Please get in touch with our customer experience team if you think this may be the case with your order.
Please be aware that if we are not contacted within 30 days, an insurance claim cannot be made and thus the customer will be unable to claim any loss from Emson Haigs.
Payment & Security
Your payment information is processed securely. We do not store credit card details nor have access to your credit card information.