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EMU Australia is dedicated to providing our customers with a superior level of service.
Here are answers to some common questions. If you have a question not covered here - or if you would like additional information - please either send us an email or give us a call.
Is it safe to use my credit card on www.emuaustralia.com?
Yes, shopping at EMU Australia is safe. Our site employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and EMU Australia ever see it. In any instance where you suspect fraud, you need to immediately contact your credit card company, many of which now provide online guarantees.
What forms of payment do you accept?
EMU Australia accepts American Express, Diners Club, MasterCard and Visa.
Where's my confirmation email?
You will receive a confirmation email within a few minutes of successfully placing your order. If you did not receive this email, you may have entered your email address incorrectly or the email has been flagged as spam. All confirmation emails are sent by osales@emuaustralia.com. Please contact us with your full name and order number and we will resend your confirmation email.
What happens if something I order is out of stock?
Our website is programmed to remove out-of-stock items from the online store, but occasionally an item sells out within the day you may order. If an item on your order is sold out, we will still ship the available merchandise, and include an explanation in your package about any excluded items. Our friendly staff will do everything they can to accommodate your needs and we will offer you a credit/refund for the missing style or provide a date when you can expect the style that has been back ordered.
How can I track the status of my order?
When your order ships from our warehouse, you will receive an email confirmation with your shipment tracking number. To obtain a delivery status, enter your tracking number at the online link provided and start tracking your order.
How do I return a damaged, defective or incorrect order?
You can return any damaged, defective or incorrect item purchased from EMU Australia within 30 days of delivery and receive a full refund or credit. If the returned item was damaged, defective or incorrect we will gladly pay for the return shipping cost as well as the shipping for the new item.
Do you pay for my return shipping?
If the returned item was damaged, defective or if we shipped you the incorrect item we will gladly pay for the return shipping cost as well as the shipping for the new item.
If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren’t happy with your choice of size, colour, style) then we ask that you pay for the cost of returning that item to us.
Has my return been received?
Please allow up to 3 business days from the date of delivery for your return to be reflected in our system. If your return still does not show in our system then we recommend contacting DHL and quoting your tracking number.
When will my refund be processed?
Please allow 5 business days from the date of delivery for your refund to be processed. All refunds are processed on a Monday from the returns received the previous week. We will send you an email confirmation once your refund has been processed. Please allow up to 5 business days for the refund to be reflected on your account.
How will my order be shipped?
We use DHL Express for all of our shipments.
Do you ship internationally?
We ship internationally.
What happens if my items get lost in the mail?
We ship with DHL express and all deliveries leave our warehouse with a tracking number. If your items are unable to be located by DHL, we will replace them free of charge.
Can I purchase or redeem a gift certificate online?
Gift Certificates can be purchased at the EMU Australia online store.
How do I redeem my gift certificate?
At the checkout you will be able to enter your Gift Certificate number in the field “Redeem your Gift Certificate”. This will deduct the full amount of the Gift Certificate from your order total. If your Gift Certificate is more than the total purchase, the total purchase amount will be deducted from your Gift Certificate, and you will be able to use the remaining amount for future purchases.
Do you have sizing information?
We have added a size chart link to each product page. Reference the size charts to help determine your size when ordering. Because sizing differs between Countries, please ensure that you are ordering the right size. If you are between sizes in footwear, we recommend ordering the larger size as sheepskin boots don’t have to be an exact fit. For apparel please refer to the sizing chart for information.
At what hours is the customer service available?
The EMU Australia customer service staff are available by phone and email Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Standard Time. For queries outside these hours please visit our contact us page.
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