FREQUENTLY ASKED QUESTIONS

 




 

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.

Return to Top

 

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

Return to Top

 

SHIPPING

What is your shipping policy?

We ship Monday to Friday, during normal business hours. We don't ship on weekends and public holidays.

The package is sent FREE EXPRESS Shipping from Australia and delivered within 5-10 business days.

Return to Top

 

Do I have to pay customs into New Zealand?

Any customs fees are at your expense. We provide free shipping but do not cover the cost of any customs duties.

For more information, visit the NZ Government website:

https://www.customs.govt.nz/personal/online-shopping/

Return to Top

 

How do I track my parcels?

Once your order is dispatched, you'll receive an email from the carrier with your tracking number attached. You can use this to follow your item all the way to your door.

Return to Top

 

Where are my EMU products shipped from and who will ship them?

We use trusted shipping partners to get your EMU products to you. Your order is shipped from Geelong, Australia, with Australia Post and EMS.

Return to Top
 

What happens if I'm not home when my order is delivered?

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 carrier's website and check whether they've attempted to deliver to you.

Return to Top

 

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. 

Return to Top

 

What happens if I receive an incorrect item?

Please contact us immediately via email . We'll arrange to have the correct item sent to you as soon as possible.

Return to Top

 

CUSTOMER SERVICE

How can I contact customer service?

You can find us here.

Return to Top

 

What are your hours of operation?

Our office, based in Geelong, Australia, operates Monday to Friday, 9am to 5pm, Australian Eastern Standard time.

Return to Top

 

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 our products are designed in Australia, and either manufactured in Australia or offshore, using high quality, sustainable materials.

Return to Top

 

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 201808-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.

Return to Top

 

What is the warranty on EMU products?

We're happy to provide a manufacturer's warranty against defective materials or workmanship for 12 months from the date of purchase.

Return to Top

 

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.

Return to Top

 

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.

Return to Top

 

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.

Return to Top

 

PROMOTION CODES

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 not applied automatically.

Return to Top

 

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.

Return to Top