FREQUENTLY ASKED QUESTIONS
EMU AUSTRALIA PRODUCTS
How can I contact customer service?
Please send an email to email@example.com
What are your office hours?
Our office, based in California, operates Monday to Friday, 9am to 5pm.
What is your shipping policy?
We have two easy options for shipping:
FREE UPS Ground Shipping (delivered within 2-5 business days)
$20 UPS 3-Day (delivered within 1-3 business days)
We ship Monday to Friday, during normal business hours, from California. We don't ship on weekends and public holidays.
We do not ship to PO boxes.
Ground Transit Estimated Time Guide
Can I track my order once it's shipped?
All deliveries can be tracked online and this tracking information will be emailed directly to you soon after your goods have left our warehouse.
Do you ship to PO boxes?
No, we do not ship to post office (PO) boxes.
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 details.
Vernon CA USA
UPS Ground (Free) 2-5 Days
UPS 3-Day ($20) 1-3 Days
What happens if I'm not home when my order is delivered?
If there is nobody to accept the parcel, the UPS driver will leave the package at the recipient's door, or other secure location, if the driver believes it's reasonable to do so.
What happens if my item gets lost in transit?
If you don't receive your item within a reasonable time frame, please contact the carrier, with your tracking number details.
You can lodge a claim with UPS here
What happens if I receive an incorrect item?
Please contact our office immediately via email . Please ensure you include your order number and we'll arrange an exchange for the correct item.
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.
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.
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.
Discount codes only work on full price items and cannot be applied to sale product.
Some product may also be excluded from coupon codes.
Do you price match or make adjustments for items recently placed on sale?
No we don't price match other third party retailers and can't make adjustments to orders, including applying a discount, once the order has been placed.
What does it mean if a product is marked as FINAL SALE?
A small number of heavily discounted items may be marked FINAL SALE, in which case they are not eligible for refund or exchange.
Please choose carefully when this is the case, as they cannot be returned.
What are the terms of the 'Buy-One-Get-One-50% promotion?
- The 'Buy a pair of slippers, get the second pair for 50%' promotion commences Friday January 13 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.
- Transactions using this promotion do not qualify for a free exchange.
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.
EMU AUSTRALIA PRODUCT
Where are EMU boots manufactured?
EMU is an Australian owned business. We have a factory in Australia that makes our Platinum Collection of Sheepskin products, such as Platinum Stingers and Platinum slippers.
All of our 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 size guide.
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 the sole, assuming there hasn't been excessive wear
What's not covered by the warranty?
- Wear and tear
- Outsoles wearing out
- Frayed or loose stitching on uppers
- 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
Need further help?
Our customer service team are happy to help. You can email them at firstname.lastname@example.org