FAQs
For the full list of FAQs head here.
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Please ensure that you enter your details including email, shipping address and any other contact details correctly at checkout. Double check before confirming your purchase. Emily will do her best to locate lost items but cannot guarantee that your item will arrive to you if you’ve entered the incorrect shipping details. If you have entered the wrong details, get in touch here as soon as possible.
When will my order be shipped?
Post office drops typically occur on Monday and Wednesday each week. Please use this as a guide only as external circumstances can alter this schedule occasionally.
Domestic shipping
*There is a flat rate of $15 per order currently for domestic shipping.
Shipping is available Australia wide through Australia Post and shipped out from Victoria, Australia. Shipping costs are determined by weight and calculated at checkout.
International shipping (available soon!)
All international orders are shipped using Australia Post from Victoria, Australia and will be transferred to your country’s postal service upon arrival in your country. Tracking should also be transferred over.
Shipping is determined by weight and calculated at checkout.
I can’t add my address at checkout. Help!
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My country isn’t listed as a shipping destination. Can I still make an order?
At checkout once you have entered your email address there will be an option for you to enter your country from the drop down menu. If your country isn’t listed in the menu please get in touch for a shipping quote.
Import taxes and tariffs
Some countries import laws may require you to pay a fee for import tax, quarantine or tariff. Any imports taxes, quarantine or tariff fees are the responsibility of, and to be paid by the customer. Emily will not be held responsible for any fees incurred as a result of your purchase. Ensure you keep up to date with the import laws of your country.
My order hasn’t arrived yet, what do I do?
A tracking number is provided for all orders and sent by email once it has been dropped off at the post office. Keep an eye on your emails and if you haven’t received a tracking number within one week of ordering check your junk or spam folders. If you don’t find it there please get in touch here.
Packaging
Emily is currently using a mixture of new and recycled packaging materials. Emily always opts for the right size for your order meaning it could be a recycled box or contain recycled bubble wrap or biodegradable packing peanuts. Emily encourages you to reuse the packaging materials where possible or dispose of them responsibly.
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My order has arrived damaged. What do I do?
If your piece arrives to you broken and the packaging has clearly been damaged in transit, please get in touch within 24hours of receiving your package.
Sometimes these things happen. Emily does everything within her power to ensure each piece is wrapped securely so that it arrives to you safely.
I accidentally broke my piece! Can I fix it?
Depending on the break and the item in question! There are some ways to repair your broken item. Send me an email and we can work together to try and fix it!
I changed my mind and don’t want this piece anymore. Can I get a refund?
Emily does not offer refunds for change of mind so please choose carefully.