FAQ

How do I know if my order has been shipped?

We will send you a ‘Dispatch Confirmation’ email as soon as your parcel has been collected. This email may also contain tracking number.

Is a signature required upon delivery?

All of our orders require signature confirmation upon delivery. This is to ensure utmost safety for your order.

Can I ship to an address other than my billing address?

We only accept orders with the same billing & shipping addresses. Only exception is if you select PayPal in which case we will ship to your address linked to your PayPal account.

Will I be charged additional taxes or duty?

Customers outside of Australia are responsible for all import duties and tax charges that may be applied by their local customs office on delivery to their country. Orders shipped internationally may be subject to customs clearance procedures that can cause delays beyond our control. If you choose to refuse a shipment from Emily & Steve, you are responsible for the original shipping charges (even on purchases that included free shipping at a cost to Emily & Steve), duties, fees, taxes and / or customs charges incurred, and the cost of return shipping.

What if I need to change my shipping address?

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Can I cancel my order?

Once an order is placed it is sent to our warehouse for processing, in some circumstances we may be able to cancel or amend your order. Please contact us immediately at [email protected] Once the order has been dispatched we therefore do not accept cancellations or changes of orders.

Do I have to pay for my returns?

All orders are responsible for the cost of shipping returns back to us.

· 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.

When will I receive my refund?

We aims to process all returns within 3-5 business days of receiving the merchandise is deemed to have been delivered to you. We will send you a ‘Refund notification’ email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.

Still have a question?

Our Customer Care team are available to help with all enquiries

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