Our approach to orders and returns.

This page explains our general policy. If a product has a supplier-specific condition, custom manufacturing requirement, or special-order restriction, our team will do its best to explain that condition before the order is finalized.

Clients are welcome to visit the Empire showroom at 3455 Avenue du Parc, Montréal, QC H2X 2H6 for product selection, order pickup, and in-person assistance. Pickup timing depends on whether the product is available in store, reserved from existing stock, transferred from a supplier, or ordered from an external manufacturer.

Empire may coordinate shipping or delivery for eligible orders. Shipping availability, timing, carrier options, and costs depend on the product, destination, size, weight, fragility, supplier origin, and whether the order is residential, trade, or commercial.

When shipping is available, clients are responsible for providing accurate delivery information. Empire is not responsible for delays caused by incorrect addresses, building access issues, carrier delays, weather events, customs processes, supplier backorders, or other circumstances beyond our reasonable control.

Please inspect all products carefully when you receive them and before any installation, cutting, mixing, or use. Wallpaper rolls should be checked for design, colourway, quantity, batch or dye lot, visible damage, and compatibility with the installation plan. Paint should be reviewed for colour and finish before application. Custom window treatments should be reviewed against the approved specifications.

If there appears to be a problem with your order, please contact Empire as soon as possible and keep all packaging, labels, invoices, and product materials. Installation or use of a product may limit the remedies available from Empire or the supplier.

Because wallpaper and décor products are often project-specific, returns are reviewed by product category and condition. Products must generally be unused, unopened, undamaged, and accompanied by proof of purchase to be considered for return or exchange.

If an item arrives damaged, defective, or different from what was ordered, contact Empire promptly with your invoice number, photographs, packaging details, and a description of the issue. Empire will review the matter and, where applicable, coordinate with the supplier or manufacturer.

Please do not install, cut, alter, or discard any product before contacting us. For wallpaper in particular, claims are usually easier to resolve before installation begins.

Cancellation eligibility depends on the product and order status. In-stock items may be cancellable before pickup or shipment. Special-order, custom, imported, tinted, or made-to-measure products may not be cancellable once the supplier, manufacturer, or production process has been engaged.

Empire may provide installation guidance or referrals where available, but clients remain responsible for ensuring that surfaces are properly prepared, quantities are verified, and product suitability is confirmed before installation. Professional installers should inspect all wallpaper labels, batches, instructions, and roll conditions before hanging.

If you are unsure whether a product is returnable, how much wallpaper you need, whether a mural suits your wall, or whether a material is appropriate for a room, please contact Empire before placing the order. Our team will help you make a more confident decision.