FREQUENTLY ASKED QUESTIONS
RETURNS/EXCHANGES
Can I return a pair of boots I bought online from EMU, to any retailer?
I received my EMU boots but I think they're faulty, what should I do?
SHIPPING
What is your shipping policy?
Can I track my order?
Do you ship to PO boxes in Europe?
Does EMU ship worldwide?
Where are my EMU products shipped from and who will ship them?
What happens if I'm not home when my order is delivered?
What happens if my items get lost in transit?
CUSTOMER SERVICE
How can I contact customer service?
What are your hours of operation?
PRODUCTS
Where are EMU boots manufactured?
Will my EMU boots stretch?
What is the warranty on EMU products?
What is the best way to care for my EMU boots?
ORDERING
How do I know if my order was placed successfully?
Can I make changes to an order?
PROMOTIONS/COUPONS
I have a promotional code, how do I apply it?
What are the terms of your 'Buy One Get One' promotion?
SHOPPING ONLINE
Is it safe to order on emuaustralia.com?
RETURNS/EXCHANGES
Can I return a pair of boots I bought online from EMU, to any retailer?
Unfortunately not.
Our retail stockists are not owned by EMU, so we cannot expect retailers to accept exchanges that were originally purchased on our website. Click here to find out more about returns.
I received my EMU boots but I think they're faulty, what should I do?
If you believe the boots you received are faulty, please contact EMU customer service immediately via email with the following important information:
1. photo of the entire boot
2. photo of the faulty area of the boot
3. your order number
4. a brief summary of the fault
SHIPPING
What is your shipping policy?
We ship all of our Europe orders from The Netherlands.
We have two easy options for shipping:
- FREE Standard Shipping. (Delivered within 2-3 business days)
- €20 EXPRESS Shipping. (Delivered within 1-2 business days)
We ship Monday to Friday, during normal business hours. We don't ship on weekends and public holidays.
Can I track my order?
Yes, EMU Australia will email you an invoice once your order has shipped.
After this, you will separately receive an email from the parcel carrier, who will email you a tracking number once your order has been scanned.
You can either follow this link from the carrier, or enter your tracking in the link below:
Do you ship to PO boxes in Europe?
Unfortunately not, we do require a domestic delivery address.
Does EMU ship worldwide?
We ship to the below countries, from our Europe websites.
The orders are shipped from our warehouse in The Netherlands.
Austria
Belgium, Bulgaria
Cyprus
Denmark
Estonia
Finland, France
Germany, Greece
Ireland, Italy
Latvia, Lithuania, Luxenbourg
Netherlands
Poland, Portugal
Romania
Sweden, Slovenia, Spain
The Czech Republic
We don't ship to Norway or Switzerland
To ship to the UK, you will need to place an order on our UK website. All UK orders ship from our warehouse in the UK.
Where are my EMU products shipped from and who will ship them?
We use trusted shipping partners to get your EMU products to you. Here are the locations and delivery companies.
LOCATION |
WAREHOUSE |
COURIER |
|
Europe (excluding France) |
Venlo, Netherlands |
DPD |
|
France |
Venlo, Netherlands |
UPS |
What happens if I'm not home when my order is delivered?
No problems! Anyone at the address provided can sign for the goods.
If no one is available to sign, the courier will leave a card which will have details on how you can arrange another delivery or a local pick up. Or they will try to contact you directly. No items will be left without a signature.
If your parcel hasn't arrived within the estimated time period, we recommend you visit the courier's website and check whether they've attempted to deliver to you.
What happens if my items get lost in transit?
If you don't receive your item within a reasonable time frame, please contact the carrier using your tracking number details either online or by phone. If the carrier cannot locate your item, we will lodge an enquiry on your behalf.
CUSTOMER SERVICE
How can I contact customer service?
Please send us an email on via email. You can find us at onlinesupport_uk@emuaustralia.com.
What are your hours of operation?
Our office, based on London, UK, operates Monday to Friday, 9am to 5pm.
EMU PRODUCTS
Where are EMU boots manufactured?
EMU is an Australian owned business. We have a factory in Geelong, Victoria that makes our Platinum Sheepskin products, such as Platinum Stingers, Outbacks and Slippers.
All out products are designed in Australia and either manufactured in Australia or offshore, using high-quality, sustainable materials.
Will my EMU boots stretch?
Your EMU sheepskin boots will naturally stretch with wear. Being a natural product, the sheepskin will give a little, so when you make your purchase the boots need to fit snug, but still be comfortable. If you are unsure of your size, check our sizeguide.
Some of our fashion boots won't stretch as much as our sheepskin boots, so be sure to pick a size that you're ready to wear today, when purchasing from this range.
What is the warranty on EMU products?
Warranty claims are to be made within 1 year of the order date.
If you believe the boots purchased from emuaustralia.com are faulty, please contact EMU customer service via email with the following important information:
1. photo of the entire boot
2. photo of the faulty area of the boot
3. your order number
4. a brief summary of the fault
What's covered by the warranty?
- Straps breaking where soles are not excessively worn
- Delaminating of sole layers
- Frayed or loose stitching on uppers
What's not covered by the warranty?
- Wear and tear
- Outsoles wearing out
- Deterioration from water abuse
- Stitching or hardware failure due to being caught, hooked or other abnormal wearing incidents
- Cuts, scratches, stains, burns etc
- Shrinkage from over exposure to extreme heat
- Animals chewing or abusing the product
- Excessive stretching
- Fit
EMU Australia does not offer a repair service on any products
What is the best way to care for my EMU boots?
The less fuss the better, when it comes to sheepskin boots. If they get dirty, let the dirt dry and then brush it off. It's best not to wash your boots or put them in the washing machine.
ORDERING
How do I know if my order was placed successfully?
After you've ordered your EMU products you'll be emailed a confirmation with your order number.
Make sure you entered the correct email address. If you are unsure, please email us at onlinesupport_uk@emuaustralia.com to confirm.
Can I make changes to an order?
While we pride ourselves on processing orders quickly and efficiently, unfortunately once your order has been confirmed we can no longer cancel or modify the order.
You can however return your purchase. Here's some more information about our returns policy.
PROMOTIONS/COUPONS
I have a promotional code, how do I apply it?
When you visit your shopping cart, you will have the opportunity to enter your coupon code. This will then adjust the price of your products before you proceed to make your payment. Coupon codes are note applied automatically.
What are the terms of the 'Buy One Get One Promotion'?
The 'Buy a pair of slippers, get the second pair for 50%' promotion commences 28 January 2023.
- The promotion only applies to full price items in the women's and men's slipper categories.
- It excludes kids slippers and any slippers in the sale category.
- Two pairs of slippers need to be purchased and retained to qualify.
- If one item is returned for a refund the promotion is no longer valid.
- The 50% discount applies to the product of lesser value.
- The promotion cannot be used with any other offer, including coupon codes.
SHOPPING ONLINE
Is it safe to order on emuaustralia.com?
Yes! All payments are processed using a Symantec SSL certificate. Your details are protected and can only be read on the secure server. Security checks are also completed for online transactions to ensure the authenticity of credit card payments and protect you from fraud.