To be eligible for a return, the item must be in its original condition, unused and unopened, and in the original packaging. A receipt or proof of purchase is required.

To submit a return, please complete the form on our Contact Us page and select the ‘Returns & Refunds’ option. If your return is accepted, we’ll send you instructions on how and where to send your return.

Please note that items sent back without prior approval from a member of our team will not be accepted. You will also be responsible for the return postage if you would like these items sent back to you.

Please inspect your order upon delivery. If any products are defective, damaged, or incorrect, email us immediately at orders@pembrokeavenue.com so we can resolve the issue.

We are unable to accept returns on the following:

• Perishable goods (e.g. food, flowers, plants)
  
• Custom or personalised products (e.g. engraved or made-to-order items)
  
• Personal care items (e.g. skincare or beauty products)
  
• Gift cards
  
  

If you're unsure whether your item qualifies for a return or would like to know why one of the items above is non-returnable, feel free to contact us.

Unfortunately, we don't offer direct exchanges. The quickest way to do this is to return the item(s), and then place a new order for what you need.

Once we receive and inspect your return, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 working days. Please note that your bank or credit card provider may take additional time to process and send your refund, and this is beyond our control.

If it’s been more than 15 working days since your return was approved and you haven’t received your refund, contact us at orders@pembrokeavenue.com.

If you have any return, exchange, or order-related questions, feel free to contact us via:

Email: help@pembrokeavenue.com

Address: Pembroke Avenue Ltd, 10 Pembroke Avenue, Gorleston, Great Yarmouth, NR31 7LG

Phone: +44 (0) 7557446702