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.


For the holiday period we are offering extended returns on Full Priced Items to help the gift giving process.

• Full priced items purchased from 1st Nov until 24th Dec can be exchanged or returned until 15th January 2019
• Extended Returns period is only valid for products purchased from emuaustralia.com
• Purchases made outside this promotional period are exempt from this extended returns offer
• Product Warranty is the usual 12 months from the date of purchase
• There is no extended return period on sale or reduced priced items

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 onlinesupport_uk@emuaustralia.com

3. Once our customer service team receives your email they'll respond with the relevant information on where to send your boots.


Where do I return my EMU goods?

All UK and Europe returns go to our Netherlands 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've got the cost covered -  In the UK, we'll cover the cost of your return on all non-sale items.

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?

If the product is defective or faulty, please contact customer service on onlinesupport_uk@emuaustralia.com


What if the product is not faulty?

We do except 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 at no expense 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 onlinesupport_uk@emuaustralia.com