EMU Australia Returns Policy - UK
We know it can be hard to get it right when you're shopping online.
So we offer an easy returns process.
We're happy to exchange or refund within 30 days of purchase for any EMU Australia goods, based on the assumptions listed below (in the 'Important things to note' section).
Here's what you need to do:
- 1. Please click here to download the return form.
- 2. Email it to firstname.lastname@example.org
- 3. Once our customer service team receives your email they'll respond with the relevant information on where to send your boots.
EMU Australia will provide a FREE exchange if one of the following qualifiers are met:
- i. Customers getting a different size in the same style
- ii. Customers getting a different colour in the same style
- iii. Customers returning one style for a refund, having already purchased a different style as a replacement. Proof of purchase (Order Number “UK00….”) of the newly purchased style must be provided before a free returns label is issued.
If a customer qualifies for a free exchange, they need to email email@example.com with their Order number “UK00…” to receive their free returns label.
*Valid for purchases made on emuaustralia.com/uk only.
Free exchanges are only valid for full priced purchases, with no discount applied.
'Buy One-Get Second 50% Off' Promotion Returns Policy
To qualify for this promotion you must purchase and retain two items.
If returning one of those items for a refund the promotion no longer applies.
Refund of the full price item is not accepted.
If you would like a refund for both items, the cost to return those items will be at your expense. Once they're received back by us, we will refund the order in total, not including any shipping costs you've incurred.
If you would like a refund on the cheaper discounted item, we will refund the discounted price you paid. Returning the item to us will be at your expense.
If you would like a refund on the more expensive item, we will refund the difference between the full price item being returned, minus the 50% charged for the discounted / lesser item.
Free exchanges to do not apply to any transactions using this promotion.
We're happy to exchange but it will be at the customer's expense.
All costs associated with the return of goods for a refund are the sole responsibility of the consumer.
We do offer a returns label at the cost of £8.00 GBP if you would like to send your parcel back to us with our courier service for a refund.
If you wish to choose this option, please email our customer service team at firstname.lastname@example.org to receive your label.
The 8 GBP will be deducted from your refund on receipt of the goods.
Where do I return my EMU goods?
All Europe returns go to our Netherlands warehouse and all UK returns go to our UK warehouse. Once you've emailed your returns form to customer service, they will confirm the return address details.
Important things to note
It's worth having a look at these notes, before returning an item.
Returns are only valid from EMU's official website - Any returns, exchanges or refunds will be processed by EMU Australia only if the customer has purchased the product/s through our official EMU Australia website www.emuaustralia.com/uk
Defective Claims - Warranty claims are to be made within 1 year of the order date. Customers who have purchased from our direct channels may place their request with us. Third-party customers will have to be referred to their third-party retailer to process their warranty claim. This applies to refunds and exchanges as well.
Refunds and Exchanges - Are to be made within 30 days from the order date. Exceptions may apply upon further review, at our discretion, of a reasonable claim.
We don't accept returns from other retail stores - Items purchased through retail stores must be returned to the place of purchase for exchange/refund.
We don't accept returns from third party websites - Items purchased through third party websites must be returned to the place of purchase for exchange/refund.
We don't refund the cost of the original shipping - The original shipping costs are not refundable.
Make sure the returns are in the same condition in which they were purchased - Any customer wishing for a direct exchange or refund must send back the purchased EMU Australia goods in their original and unworn condition in the original packaging with all tags still attached.
Any products that are returned that do not comply with original condition standards will be sent back to you at your expense.
How long will it take to process my refund?
If you meet the above criteria allow 7 business days from when we receive the returned goods for an exchange or refund to be processed, subject to your bank policy. We don't offer credits.
The refund will appear in the bank account/credit card you used to purchase.
What if the product is faulty?
Warranty claims are to be made within 1 year of the order date. Customers who have purchased from our direct channels may place their request with us.
Third party customers will have to be referred to their third party retailer to process their warranty claim—this applies to refunds and exchanges as well.
Here are the details of warranty coverage:
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
EMU Australia does not offer a repair service on any products
If you believe the EMU product you received are defective, please contact EMU customer service immediately via email (email@example.com) with the following important information:
1. Photo of the entire product
2. Photo of the defective area of the boot
3. Your order number
4. A brief summary of the defect
What if the product is not faulty?
We do accept returns if the item is not faulty. Simply follow the returns process above and ensure the EMU Australia goods are returned in original condition. Customers can return goods for an exchange or refund. We don't offer credits.
Need further help?
Our customer service team are happy to help. You can email them at firstname.lastname@example.org