Shipping policy
Shipping Policy
We want your order to reach you quickly and without complications. Below you will find everything you need to know about how orders are processed and delivered.
Processing and delivery times
Orders are processed within 1–3 business days (Monday to Friday). Once shipped, delivery usually takes 5–12 business days. 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 order has been shipped.
Our fulfilment team works Monday to Friday. We stop processing orders on Friday at 5:00 PM (AEST) and resume on Monday at 9:00 AM (AEST). Orders received after the Friday cut-off, or during the weekend, will be picked up the following Monday.
Shipping costs
Shipping costs are $0.00 AUD on all orders, with no minimum purchase amount. No additional shipping costs are charged at checkout.
Where we ship
We currently ship to addresses within Australia. Final delivery of your parcel is handled by Australia Post.
How to place an order
Add your chosen item to the cart, making sure you have selected the correct size and variant, then proceed to checkout. Please enter your shipping details carefully: an accurate address helps us deliver your order without delays. All payments are processed through an SSL-encrypted connection. We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.
Tracking your order
As soon as your order has been shipped, we will send you tracking information so you can follow its journey. Once your parcel is in Australia, you can also follow it through Australia Post tracking. If the tracking link does not work or you have questions, our customer service team will be happy to help.
Order marked as delivered but not received
Once the carrier confirms that a parcel has been delivered to the address provided at checkout, the order is considered fulfilled. If the tracking shows that the parcel has been delivered but you have not received it, we ask you to:
- Check the shipping address in your order confirmation.
- Ask neighbours, family members or your building manager in case the parcel was accepted on your behalf.
- Contact Australia Post directly for more detailed delivery information.
While we are not responsible for parcels lost or stolen after delivery confirmation, we understand how frustrating this can be. We will gladly help you by providing the tracking details and assisting you in opening an enquiry with Australia Post.
Contact
Email: info@emmarosesmith.com
Estimated response time: within 24 business hours
Customer service hours (AEST):
Monday – Friday: 09:00 – 17:00
Saturday: 09:00 – 16:00
Sunday: 09:00 – 16:00
Business information
Store name: Emma Rose Smith
Company name: Atelier Emma & Rose
Company registration number (KvK): 34369650
Business address:
Donizettihof 26
2402 EK Alphen aan den Rijn
Netherlands
Emma Rose Smith is a trading name of Atelier Emma & Rose