A Mistake With Your Order

Returning an Item Due to a Mistake with Your Order

If you have received the wrong item or there has been an error with your order, we’re here to help put it right as quickly as possible. Please follow the steps below to arrange an exchange or refund.

Important Notes

• Personalised or engraved items cannot be returned unless there has been an error on our part.

• If the mistake was made by Empire Medals, we will cover all return postage costs.

• You must raise a support ticket before returning any items so we can authorise and track your return.

Click here to raise a support ticket

How to Return an Incorrect Item

1. Submit a Ticket
   Please raise a ticket via our Support Form.
   Include:

   • Your order number

   • Details of the item received

   • A brief description of the issue (for example, wrong size, colour, or product)

2. Wait for Authorisation
   Our team will review your ticket and confirm how to proceed. If a return is required, you’ll receive instructions and confirmation by email.

3. Send the Item Back to Us (If Requested)
   If we ask you to return the item, please include a copy of the confirmation email and send it to:

   Empire Medals
   B10 Leasows Court
   Hortonwood West
   Telford
   Shropshire
   TF1 7AF

Refunds and Replacements

• As soon as we receive and verify the returned item, we will either send out the correct replacement or issue a full refund.

• Refunds will be made to the original payment method.

• We aim to complete this process within 5–7 working days of receiving your return.