Refund policy
Online Purchases
If you've changed your mind, you have 14 days from when you received your order to tell us that you want to return it. You can do this by accessing your online account (it's really quick and simple and just requires the email you used to make the order). Alternatively, email us at onlineshop@thequeeremporium.co.uk.
You will have a further 14 days to return the item to us. Please send your items to:
FAO: ReturnsThe Queer Emporium
2-4 Royal Arcade
Cardiff
CF10 1AE
We will process your refund within 14 days of receiving the item. Please note, that the return postage will not be covered and will be at your own expense. All item(s) must be returned in a resellable condition with all tags attached, if applicable.
If your item is faulty or defective, we're really sorry. Please get in contact by emailing onlineshop@thequeeremporium.co.uk and we'll do our best to make it right.
In-store Purchases
If you've changed your mind, you have 28 days from when you made the purchase to return it back to the store. If you can't make it back to the store, you can post the item(s) to us - just email us first at onlineshop@thequeeremporium.co.uk so we know to expect it.
If your item is faulty or defective, we're really sorry. If you're able to, please return to the store. If you can't, please email onlineshop@thequeeremporium.co.uk and we'll do our best to make it right.
Event Tickets
Event tickets are non-refundable, but you do have a couple options:
a) You can sell your ticket to someone else - just provide them with your order confirmation email to gain entry.
b) You can donate your ticket to our 'pay it forward' scheme - giving someone else the opportunity to attend if they cannot afford to purchase a ticket themselves. To do this, email us at onlineshop@thequeeremporium.co.uk and we'll make this happen.
Event tickets are non-refundable, but you do have a couple options:
a) You can sell your ticket to someone else - just provide them with your order confirmation email to gain entry.
b) You can donate your ticket to our 'pay it forward' scheme - giving someone else the opportunity to attend if they cannot afford to purchase a ticket themselves. To do this, email us at onlineshop@thequeeremporium.co.uk and we'll make this happen.
Donations/Payments to Support Us
Donations are non-refundable as this is a frequent way to commit fraud. If a genuine mistake has been made please email us. The funds that are donated are used to help our programmes for the community and are allocated as soon as we can.
Exceptions
There are some exceptions to the rules. In these circumstances, we won't be able to offer a refund:
a) Items of clothing with evidence of wear and tear, or where the tags have been removed.
b) Perishable items.
c) Personalised or made-to-order items (unless faulty).
d) For hygiene reasons, any pierced jewellery, cosmetics, toiletries, swimwear or underwear unless in there original packaging and where any hygiene seals remain intact.
e) Clearance or discounted items.
This policy does not affect your statutory rights.