Shipping and Returns

COVID-19 Shipping Updates

Please Note: The information provided below is current as at 20 February 2021.

We are continuing to actively monitor the COVID-19 Pandemic around the world, and will continue to adjust to new precautions and shipping requirements as and when they arise. For the most relevant updates on shipping timeframes, please check in with the default national postal service in your region. Rest assured, we’re doing everything we can to keep our team, and community safe.

Tracking your order
Please see ‘Tracking Your Order’ section below for details on how to track your order. If you require further assistance, or wish to better understand shipping delays anticipated for your location, our team is available to support you. Please reach out to us anytime at studio@emmakateco.com

Domestic Orders
Currently, domestic orders are relatively ‘normal’ Australia-wide. We anticipate timelines to be between 2-10 business days from collection to delivery, depending on your location.

Please keep in mind that delivery providers are still taking precautions to ensure their teams remain COVID-safe. There are still distancing requirements and reduced staffing capacities at many processing facilities.

At this time, Express Post continues to be the most reliable and efficient delivery method. If you require your item with any degree of urgency or by a certain date, we would strongly recommend you select Express Post at the checkout.

International orders
Australia Post is continuing to experience international delivery delays to most destinations, due to limited airline capacity and related restrictions.

We are currently delivering worldwide, with the exception of some specific countries that currently have suspended all incoming mail services. Please visit Australia Post’s Coronavirus Updates page for more specific updates relating to your country and for the most current list of suspended services.

Please note that during this time, Emma Kate Co. may cancel your order if the postal address is not able to be currently delivered to. We will do our best to contact you for an alternative address, where possible.

Delays should be expected for most countries. We are finding that many of the delays are due to a backlog at Arrivals Customs in destination countries [not in Australia].

Currently, the advice from parcel service providers is to add 10 business days on top of the anticipated Express timeframes, and 5 business days on top of the Standard delivery timeframes [these are provided below].

At this time, sending via Express service continues to be the most reliable and efficient delivery method. If you require your item with any degree of urgency or by a certain date, we would strongly recommend you select Express Post at the checkout. We have already subsidised this cost, to make it more accessible to you.

Prioritising health and safety
Our domestic and international delivery partners no longer allow signature on delivery, in order to safely and effectively offer contactless delivery.

All Emma Kate Co. products have always been manufactured, assembled, warehoused and cared for with the highest attention to quality and cleanliness.

All team members in our warehouses follow strict cleanliness standards, go through health checks and sanitise regularly.

Packing + Dispatch Turnaround

All orders are shipped from our Prahran studio in Melbourne, Australia.

We are a small company and we do our very best to fulfil all orders as quickly as possible. Our standard turnaround time is 1 – 2 business days, and 2 – 4 business days during our peak dispatch periods (we really appreciate your understanding with slight delays, during busier times!)

In the event that an ordered item is not in stock, or we are unable to fulfil your order, we will let you know a revised turnaround timeline as soon as possible.

Click & Collect

Click & Collect is now available from our new Melbourne studio [in Prahran] + is free.

Your order will be beautifully hand-packaged in one of our signature carry bags, with all the pomp and fuss that you have come to expect from us – so there’s no need to worry about missing out on the Emma Kate Co. unboxing experience!

HOW TO CLICK & COLLECT:

Add items to your cart via our online store, as per usual.

At checkout, select Local Pickup as your delivery method.

You will receive an email and/or text notification once your order is ready to collect, along with collection instructions.

Orders will typically be ready within 4-6 business hours, however please allow up to 24 hours for your order to be ready. Our studio currently operates Monday to Friday, so please keep in mind that orders will not be available for collection on weekends and any order placed between Friday afternoon and Sunday evening will not be prepared until Monday. We are also closed on all public holidays.

COLLECTION HOURS are between 11am – 3pm, Monday to Friday.

OUR STUDIO ADDRESS is 153 Greville Street, Prahran VIC 3181.

Delivery for orders within Australia

We send all parcels with tracking, via either Australia Post or Couriers Please.

Delivery is available Australia-wide, with the shipping rate calculated at checkout.

Complimentary shipping is available offered for all Australian orders over $75, and is applied automatically to all qualifying orders.

For standard shipping, please allow 2 – 5 business days for delivery to metropolitan areas, and 3 – 8 business days for delivery to regional areas within Australia (including WA and NT).

EXPRESS shipping is available for a subsidised rate, calculated at checkout [based on the weight of your order]. Express orders will be booked with the fastest service available.

Express orders are typically delivered the next business day after dispatch to all metropolitan areas in Australia, and within 2 – 3 business days for regional locations.

Priority Packing + Express Shipping is a special service we offer, for deliveries within Australia, and at select, high-volume periods for a flat rate of $25. Selecting this service ensures same-day dispatch for orders placed before 12pm, OR, for pre-ordered items, ensures your order will be sent on the first day of pre-order dispatch. All priority orders will also automatically be upgraded to Express shipping.

Delivery for Orders to New Zealand

Hello to our lovely friends ‘across the ditch’!

We send all orders bound for New Zealand with tracking, via Australia Post’s International Priority Service.

New Zealand-wide delivery is available at a flat rate of AUD$15, for orders valued up to AUD$75.

Complimentary shipping is offered for all NZ orders over AUD$75, and is applied automatically to all qualifying orders.

For standard shipping to New Zealand, please allow a period of 5 – 12 business days.

Express shipping is available to NZ for a subsidised flat rate of AUD$25.

Express parcels are typically delivered within 3-9 business days, depending on your region. Delivery to metropolitan areas – such as Auckland, Wellington and Christchurch – will be faster than delivery to regional/rural locations.

Delivery for Orders to the Rest of the World

Placing an order from elsewhere on Earth? International delivery rates vary between regions, and we have done our best to offer a fair, subsidised shipping charge relative to your location.

Shipping charges are based on your shipping address entered at checkout.

All International parcels are booked with with Australia Post’s International Priority Service, or with DHL Courier.

Express options are available for most regions, and we would strongly recommend selecting these during high-volume periods [hello, Christmas!]

Delivery timeframes vary greatly from region to region; we have provided some general estimates below. Please be aware that once a parcel arrives in the destination country, the country’s national postal service takes on responsibility for delivery.

Asia
Standard shipping: 9 – 25 business days
Express shipping: 5 – 10 business days

North America
Standard shipping: 21 – 30 business days
Express shipping: 7 – 18 business days

United Kingdom
Standard shipping: 14 – 28 business days
Express shipping: 9 – 18 business days

Europe
Standard shipping: 10 – 30 business days
Express shipping: 10 – 15 business days

Rest of World
Standard shipping: 15 – 45 business days
Express shipping: 10 – 20 business days

Can I order a gift + send it direct to the recipient?

How lovely of you – and of course you can!

Simply fill out the recipient’s name and address in the Shipping Details section at checkout. You even have the option to add a [generous] sprinkle of confetti to the order, have the item/s gift wrapped, and/or have us write a handwritten greeting card for you.

You’ll need to add your own contact details in the Billing Details area; that way, the gift will be sent directly to the recipient, and the tracking + proof of purchase will be zapped directly to your inbox.

Please note: we never include physical receipts or any pricing inside our parcels [you’ll only ever find that in your inbox]. However, please be aware that on international labels, it is a requirement that the value of the parcel be declared.

Payment + Order Processing

All payments are processed securely via Credit Card [though Shopify] or via Paypal, and will be cleared automatically once an order has been placed at the checkout.

Bank Deposit is also available as a payment method for Australian-based transactions only. Any international orders made that select bank deposit will be cancelled by us immediately. If you choose this payment method, you will need to manually make the bank deposit to the Emma Kate Co. PTY LTD account [details provided at checkout]. Your order will not be sent until payment has cleared in our account.

Prices

All of our products are priced in Australian Dollars [$AUD] and include Goods and Services Tax (GST) of 10 percent.

Online prices may be subject to change without notice, and may differ from prices available elsewhere.

Taxes and Duties

All of our products are priced in Australian Dollars (AUD) and include Goods and Services Tax (GST) of 10 percent.

International orders do not incur GST, so this amount will be deducted from your order’s total at checkout.

Please note that Emma Kate Co. PTY LTD is not responsible for any customs fees, import duties or taxes incurred for international deliveries – these are the sole responsibility of the recipient.

If you require further information about your country’s taxes and duties, please contact your local customs or other relevant authorities directly.

Tracking Your Order

If you’re having trouble tracking your parcel, then we have a few helpful hints to offer.

The email you will have received when your order was dispatched is for tracking through Shippit, an external tracking platform that we partner with. Your Shippit Tracking ID usually begins with ‘PP…’ and will be provided in your Shipping confirmation email.

On your Shippit tracking page, you will find more details about your parcel, as well as the tracking number to track directly through the courier or postal service. Couriers Please tracking numbers begin with ‘CP…’. Australia Post domestic with ‘333RK…’ and Australia Post International with either ‘LH…’ OR ‘ET…’. DHL tracking ID is a 10-digit combination of numbers.

Delayed Delivery

If you’ve waited longer than the anticipated delivery timeline listed for your order, and there’s no recent update on your parcel’s tracking (see above), we’re here to help! Please contact us straight away, and don’t forget to include your name, and order number.

We’ll personally follow up with the postal service, thoroughly investigate your tracking, and/or pass on any important updates on delivery timeframes to better understand where your order is hiding out.

Please note: after an investigation, if your parcel has been deemed lost in transit, replacement items will be dispatched at our discretion.

Changes to your order

When placing your order, please consider your purchase before checking out, and please check all order details carefully before you hit confirm, as we do not offer changes, updates or cancellations for change of mind. This policy includes pre-order items.

This includes, but is not limited to, no changes on: the products in your order, product colour, monogramming, add-ons [gift wrapping, handwritten card], and/or shipping address.

Returns

When making a purchase from us, please choose carefully! We want you to absolutely adore what you order, but we cannot accept returns unless your goods have been damaged in transit or are faulty.

We do not offer change-of-mind returns/refunds.

If anything you’ve ordered arrives damaged, please contact us straight away, providing us with your order number, and a description + photo of the damage. Please do not return any items before first making contact with us. Damaged items must be reported to us within five days of your order being marked as ‘delivered’ on tracking.

Items that have been deemed damaged or faulty will be replaced for you at no extra cost. Replacements will be for the exact item/s originally ordered, or, only in the case that these are now out of stock, with the nearest possible alternative.

Exchanges

Requesting an exchange? Sure thing. Please reach out to us with your Order Number [starts with EKCo#] and the details of the items which you wish to be exchanged.

All merchandise that you wish to exchange must be returned to us unopened, unused and it its original packaging. Once your return is received, we will be in touch with a store credit for you to purchase your new items.

Please note that additional shipping charges will be incurred for change-of-mind exchanges.

Sale items are final and are not accepted for return or exchange, unless damaged or faulty.

Promotions and discounts are not transferrable.

We are also unable to accept any exchanges on any items with monogramming.

Re-Shipping Fees

For parcels where delivery has been refused, parcels that have been returned to us because of an insufficient/incorrect address entered during the ordering process, or for parcels unclaimed from a post office or collection point [that have returned to us because they have not been collected within the required timeframe], we will need to charge you a re-shipping fee [which covers the full shipping, handling and any other charges incurred], for your order to be re-shipped to you.