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 EMU boots as a gift but they're the wrong size. Can I exchange direct with EMU?

EMU products are a great gift to receive and if the boots were ordered directly from the official EMU website, within the last 30-days, then with the order details, we'll be able to assist.

It's best to contact the person who gave you the gift to confirm the order number (which starts with AU00…). Once confirming this information, you can contact us at onlinesupport_aus@emuaustralia.com quoting this number to receive your free returns label.

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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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I've recently received my EMU boots but they don't fit. Can I exchange them?

As long as you purchased them within the last 30-days, they are unworn, with tags attached and in original packaging, we will be able to assist. 

We offer free exchanges* 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 (Customer P.O. number AU00 … ) of the newly purchased style must be provided before a free returns label is issued.

*Valid for purchases made on emuaustralia.com.au only. Free exchanges and returns are only valid for full priced purchases.

To download a return shipping label, head to our returns page - EMU Australia Returns

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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 7am each day (Monday to Friday). If you order after 7am, your order 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. Here are the locations and delivery companies.

 

LOCATION

WAREHOUSE

COURIER

Australia

Geelong, Australia

Australia Post or Fast Way

New Zealand

Geelong, Australia

Australia Post International

Asia

Geelong, Australia

Australia Post International

 

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

No problem! Anyone at the address provided can sign for the goods.

If no one is available to sign, 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 a local pick up. 

If your parcel hasn't arrived within the estimated time period, we recommend you visit the carrier's website and check whether they've attempted 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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How soon will I hear from EMU?

Our offices operate Monday to Friday, 9am to 5pm. When sending an email, we'll make sure we get back to you as soon as possible.

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EMU PRODUCTS

How do I know I'm buying real EMU products?

If you're unsure about an online offer or if it seems too good to be true, it probably is, so if you want to be sure you're ordering real authentic EMU product, order direct from www.emuaustralia.com

Sadly counterfeit products do exist and sometimes even online sites are fake too – they take your money but don't supply the goods. If you're not sure about a product, please contact EMU customer service.

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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.

Other fashion styles and kids products are all designed in Australia and are made in China using the best quality natural Australian materials.

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What is the difference between a Platinum and normal Stinger?

Good question! All our Stingers are hand crafted from Australian sheepskin and are water resistant. The difference is that the Platinum collection is an Australian made boot, made in our Geelong factory in Australia. So if you want Australian made then look for the word Platinum, it's the one for you.

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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?

We're happy to provide a manufacturer's warranty against defective materials or workmanship for 12 months from the date of purchase.

If you purchased your EMU product from a retail store or third party website, your first port of call will need to be the store or place where your product was purchased. They will process your claim.

If you purchased on our official EMU online store, please send us an email, with your order details and photos supporting your claim. We'll address it as soon as possible.

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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 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. If you are unsure, please email us at onlinesupport_aus@emaustralia.com or call the EMU office to confirm.

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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/VOUCHERS

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.

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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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