FREQUENTLY ASKED QUESTIONS

To return or exchange your order please visit our returns page EMU Australia Returns

 

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 EMU Australia Returns to find out more.

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I received my EMU boots but I think they're faulty, what should I do?

Warranty claims are to be made within 12 months of the order date. 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. It starts with AU00 ...

4. A brief summary of the fault

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SHIPPING

What is your shipping policy?

We have two easy options for shipping:

FREE standard shipping (delivered within 2-5 business days)

Express shipping for $10 (delivered within 1-3 business days)

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

We process online orders at around 8am each day (Monday to Friday). If you order after that time, it will be processed the following morning.

Your parcel will come from either Australia Post or Fastway.

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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 parcel will be shipped from our warehouse in Geelong, Victoria. It will come from either Australia Post or Fastway.

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Are there any delays due to COVID19 restrictions/lockdowns?

While we continue to process and ship online orders every day, Monday to Friday, without delay, we have been advised by Australia Post and Fastway there may be a lag with parcel deliveries due to an extensive backlog.

They are experiencing increased pressure on their network due to lockdowns, staff self-isolation, flight restrictions, temporary facility closures and record level parcel volumes.

You can track your parcels on auspost.com.au by using the Tracking Tool

Or for Fastway here: Fastway Tracking

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

If nobody is home, the courier will either leave the goods in a safe place or leave a card which will have details on how you can arrange another delivery or pick up.

If your parcel doesn't arrive within the estimated time period, we recommend you visit the carrier's website and check whether they've attemped to deliver to you.

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. The carrier will create a case and investigate the whereabouts of your parcel.

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What happens if I receive an incorrect item?

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

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CUSTOMER SERVICE

How can I contact customer service?

You can find us here.

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What are your office hours?

Our office, based in Geelong Victoria, operates Monday to Friday, 9am to 5pm. 

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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, Platinum Outbacks and Platinum Slippers.

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

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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.

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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.au 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 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 - Fit EMU Australia does not offer a repair service on any products

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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.

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ORDERING

How do I know my order was placed successfully?

After you've ordered your EMU products on emuaustralia.com.au you'll be emailed a confirmation with your order number. Make sure you entered the correct email address. 

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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.

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PROMOTIONS

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.

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Do you have a factory outlet store that sells to the public?

No, we don't have a store at our Geelong factory. Our full collection is available on the website, otherwise you can search the store locator for a stockist near you.

If you sign up to our newsletter you'll receive a code to apply at checkout, to receive 10% off your order.

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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.

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