This returns policy is only eligible to orders from Emily & Steve websites.

Emily & Steve is committed to meet its obligations to provide customers with goods that are of acceptable quality, and, when ordering from the Website, match the description and sample displayed on the Website.

Returned items must comply with our returns policy:

• Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
• Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
• When trying on footwear, please take care not to mark the soles or damage the shoe box.
• If an item has a Emily & Steve security tag or brand tag attached, it must be returned with the tag in its original position.
• For order(s) comes with our complimentary gift(s), please ensure the gift(s) remains UNOPENED/BRAND NEW, if you wishes to exchange/return your purchase.
• Earrings, socks and underwear cannot be returned for a refund or exchange for hygiene reasons.
• All refunds exclude shipping cost.

For any Online purchase that is not Sale Merchandise, we offer the opportunity for you to obtain either a refund or an exchange or gift card if you are not satisfied with the size/fit of your purchase made via the Website, provided that the merchandise is returned to us and received by us in its original condition within the time frames set out below. Proof of purchase is required.  This offer does not include a refund of delivery charges.

For Sale Merchandise excluding Final Sale Merchandise, we offer the opportunity for you to obtain an exchange or e-gift card if you are not satisfied with the size/fit of your purchase made via the Website, provided that the merchandise is returned to us and received by us in its original condition within the time frames set out below. Proof of purchase is required. This offer does not include a refund of delivery charges. Sale merchandise will have limited size/fit, if there is no right size/fit for you, only the e-gift card of Emily & Steve will be provided as store credit.

For Final Sale Merchandise, they are not eligible to be returned.

(For clarity, we do not extend these offers to in-store purchases where the customer has had the opportunity to inspect and try on the merchandise before making the purchase.)

Time frames

For Refund: Received by Emily & Steve within 7 Calendar Days from the date the merchandise is deemed to have been delivered to you.

For Exchange: Received by Emily & Steve within 7 Calendar Days from the date the merchandise is deemed to have been delivered to you.

If you would like to return or exchange your electronic purchase please notify us by email at [email protected] within 24 hours of receiving your purchase, and please tell us your order number, noting the item(s) you wish to return or exchange, the reason(s).

Once we have received the returned item and have ensured the merchandise is in new and unused condition with the designer garment tags and E&S security tag(s) attached in its original position, we will either dispatch a new item or arrange a refund or send a gift card by email. Approved exchanges will incur additional delivery fees, which must be paid by you in advance of dispatch of the new item.

Please note that time is of the essence.  If the conditions stipulated by Emily & Steve are not met, including as timeframes, Emily & Steve will have no obligation to refund, exchange or return the merchandise to you.  You may arrange collection at your own expense.

Merchandise that is damaged, or soiled in transit to Emily & Steve will not qualify for refund or exchange under this Returns Policy.

Emily & Steve strongly recommends you return your item by registered mail such as Australia Post or registered courier (such as FedEx, UPS, DHL, or TNT), so your package can be tracked. Emily & Steve will not take responsibility for any undelivered merchandise.

How to return?

Please contact [email protected] for return instruction.

Product Fault/ Repair Claims:

We take great care in packaging for all online orders and we examine all product before it leaves our Boutique to ensure the condition is perfect, however, if you find an item faulty upon receiving it please notify us via email immediately at [email protected]. Please send through a brief description of the issue and supporting imagery and we will advise a solution.

If you have experienced an issue or fault with an item after use, please email us at [email protected]  providing a brief description of the issue and send supporting imagery to showcase the concern/s, and we will respond advising next steps required. As a multi-brand retailer, Emily & Steve is unable to accept responsibility for any manufacturing faults however we work closely with Brands to ensure the best possible outcome for both parties*.

Please note that items which are damaged as a result of misuse, by accident or by normal wear and tear will not be considered faulty.

*As an ambassador for the brands stocked at Emily & Steve, we will liaise between our clients and the brand to resolve all cases. Our aim is to resolve all cases with a positive outcome on behalf of our clients, however, please be advised that we must work within the guidelines provided by each individual brand.