Customer Care



frequently asked questions
delivery information
returns & exchanges
payment & security
VIP program
gift cards
contact us
 
Delivery & Shipping Information
Emily & Rose delivers throughout Australia and Internationally.
 
STANDARD SHIPPING
For all orders within Australia we use Standard Registered Post at a flat Shipping rate of $10AU per order for a reliable service whereby we can track all orders efficiently.
Australian orders placed on business days before 1:00PM AEST Monday to Friday (For in-stock items only) are packed and dispatched within 2 business days and are shipped via Standard Registered Post. Delivery time frame after dispatch is 2-5 business days to receive your parcel. Please allow an additional 1-3 days for locations outside of metropolitan areas.
All Australian orders over $100AU qualify for free shipping.
This will automatically be deducted from your order total.
Australian orders under $100AU will be charged a flat rate of $10AU per order for Australian Standard Registered Post.
 
EXPRESS POST
We offer Express Postage service at a shipping flat rate of $12.95AU per order for those customers wanting to receive their parcel quickly for that special occasion.
Australian orders placed on business days before 1:00PM AEST Monday to Friday (For in-stock items only) are packed and dispatched within 2 business days and are shipped via overnight Express Post. Delivery time frame after dispatch is 1-2 business days to receive your parcel.
Please allow an additional 1-2 days for locations outside of metropolitan areas.
 
INTERNATIONAL STANDARD SHIPPING
International orders are shipped through Standard Registered Australia Post, whereby we can track your parcel.
International orders will be charged at a flat rate of $35AU for Standard registered delivery, conditions apply.
International shipping costs provided above are indicative only and subject to change. Emily & Rose reserves the right to request additional postage fees to be paid if the postage amount is in excess of the $35AU indicated.
International orders placed on business days Monday to Friday (For in-stock items only) are packed and dispatched within 2 business days and are shipped via Registered Australia Post please allow approximately 10-20 days for transit time.
 
TAXES & DUTIES
International shipping costs do not include any taxes or duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient. Please note that in accordance with Australian export regulations we are required to declare the exact value of all items and identify the order as dutiable "merchandise". We are also prohibited by law from identifying an order as a "gift" for export purposes, even if a customer has placed the order with the intention of delivery to a gift recipient. For more information on taxes, duties and customs regulations please contact your local customs office directly.

CURRENCY CONVERSION
All prices on our site are charged to your credit card in Australian dollars. The bank that has issued your credit card determines the exact exchange rate that you will be charged, but in general it should match closely with the current rate.
 
DELIVERY TIME FRAMES
(Standard, Express and International Shipping)
Once your order is packed and leaves our warehouse you will receive an email with a consignment number to track your parcel with Australia Post.
You can track your parcel with Australia Post on their website www.auspost.com.au under track your item.
Emily & Rose cannot be held responsible for Registered Post items once Australia Post tracking shows the item has been delivered to the address that was provided. We are unable to redirect orders once items have been dispatched.
If you are not home to receive your parcel, Australia Post will not leave the package as a signature is required for all deliveries. Otherwise a card will be left in your post box letting you know which local Post Office the parcel has been delivered to.
If you are happy to have your parcel left on the premises please make a note in shipping requests AUTHORITY TO LEAVE
If this is requested Emily & Rose takes no responsibility for any items that may go missing. Requesting parcels to be left on the premises is at the risk of the customer.
If a parcel is received back to our facility from Australia Post, due to incorrect address or late collection from post office a re-delivery fee of $10AU will apply. For any queries on this please contact customercare@emilyandrose.com.au
Due to the concept of Emily & Rose only making limited prints in each design, there is only limited availability of all items. If any items on your order are not available Emily & Rose will contact you within 2 business days.
You may only ship to one address per order. If your order contains items that require shipping to multiple locations, you will need to place separate orders for each address.
Please ensure that the postal address provided at checkout is your correct address as we take no responsibility if you do not receive your item due to providing us with an incorrect address.
Bulky items and remote areas may require an additional shipping fee. We will quote you on shipping prior to processing your order.
Delivery time frames are provided as guidelines only, and do not take into account possible delays caused by payment authorization.
Delivery times are an estimate only and Emily & Rose will not be liable for any reasonable or unavoidable delay in delivery.
 
FREE SHIPPING & SPECIAL PROMOTIONS
From time to time Emily & Rose has special offers and free shipping promotions. To be notified by email, simply sign up to Emily & Rose News on the bottom right navigation.For all special offers we will provide you with a coupon code, in order to take advantage of these promotions, you must enter the coupon code in the space provided on the Shopping Bag page. The value of the promotion will be applied to your order automatically. Please note only one coupon code may be used per transaction and used within the expiry date of the discount code.
 
GIFT CARDS
Printed Gift Cards are shipped free of charge by Registered Australia post. If you purchase a Gift Card along with other products they will be shipped separately and standard shipping rates will apply for the remainder of your order.