Shipping

What are your delivery times?

We process your order within 1–3 business days (Monday to Friday). Delivery typically takes 5–12 business days after dispatch. In most cases your order arrives within 6–15 business days in total. You will receive a tracking number by email as soon as your parcel is on its way. Our fulfilment team stops processing orders on Friday at 5:00 PM (AEST) and resumes on Monday at 9:00 AM (AEST); orders received after the Friday cut-off, or during the weekend, are picked up the following Monday.

How much does shipping cost?

Shipping costs are $0.00 AUD on all orders, with no minimum purchase amount.

Which carrier do you use?

Final delivery of your parcel is handled by Australia Post.

Where do you ship?

We currently ship to addresses within Australia.

Returns and Exchanges

Can I return my order?

Yes. You have 30 days from the date of delivery to request a return. Items must be unworn and unused, in their original condition, with all original tags attached.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer, except where the item is faulty or incorrect. In those cases, we cover the return costs. Your rights under the Australian Consumer Law are not affected.

When will I receive my refund?

Once your return has been received and inspected (usually within 2–5 business days), we will issue your refund to the original payment method within 14 days. Depending on your bank or payment provider, it may take a further 3–10 business days for the refund to appear in your account. Refunds are issued in Australian dollars (AUD).

Payment

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.

Sizing

How do I choose the right size?

Our clothing and shoes follow standard sizing. If you are between sizes or would like help choosing, contact us for advice.

Contact

How can I contact you?

You can reach us at info@emmarosesmith.com.

Our customer service team is available:

• Monday to Friday: 9:00 AM – 5:00 PM (AEST)
• Saturday and Sunday: 9:00 AM – 4:00 PM (AEST)

We aim to respond to all enquiries within 24 business hours.