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 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.

Free Exchanges

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 onlinesupport_uk@emuaustralia.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.

Refunds

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 onlinesupport_uk@emuaustralia.com to receive your label.

The 8 GBP will be deducted from your refund on receipt of the goods.

EXTENDED RETURNS FOR THE HOLIDAY PERIOD

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 2019 can be exchanged or returned until 15th January 2020.
  • • 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

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 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 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 onlinesupport_uk@emuaustralia.com