Refunds & Returns
If you have paid for ‘Tracked Postage’ at the checkout your order is covered by the couriers insurance. In cases where your order goes missing during the postage process you will be entitled to a refund.
If you have not paid for ‘Tracked Postage’ at the checkout your order is not covered by the courier insurance. We are not able to track your order once it has been delivered to Royal Mail or an alternative delivery courier. If your order goes missing during the postage process no refunds will be given.
To initiate a return or exchange, please complete the following steps:
Email info @ thetranceempire . com (without spaces) with your order number & query in the subject line
State the product you wish to return or exchange from your order
Return your product to our returns address printed on the delivery label
Replacement products will be sent out as soon as we receive your returned product.
Shop Credit will be added to your account once we receive your returned product.
Delivery will need to be paid by the customer for products that are returned.
Any other queries please check our FAQ’s, if your question still can not be answered please email info @ thetranceempire . com (without spaces) (Please note this email account is not monitored on a daily basis)
If you’re looking to return or exchange your order for whatever reason, we're here to help!
We offer returns or exchanges within 30 days of receiving your order. You can return your product for store credit or a different product/size (subject to availability). We do not offer refunds to the original payment method.
Please note the following exceptions to our return and exchange policy:
Discounted items are final and cannot be returned or exchanged
Returned items must be returned in original packaging
Returned items must have no visible signs of wear or use
It is your responsibility to provide the delivery address in full and correctly. Delivery addresses will only be accepted by Royal Mail & our delivery courier in english. Please do not provide your address in any other language.
All orders are sent with a returns address printed on the delivery label. If your order is unable to be delivered and returned to our office we will contact you to organise re-shipment.
Your order will be reshipped free of charge if it has been returned for one of the following reasons:
Refused at customs
If you would like your order to be reposted after it has been returned for one of the following reasons you will be required to pay for postage again.
No such address
Unclaimed at sorting/collection office