Shipping & Returns

Last updated: 4 September 2025

Shipping (shipping)

Dispatch: 1–3 business days for in-stock items (Mon–Fri). Orders placed after 12pm ACDT dispatch next business day.

Carriers: Australia Post / courier depending on size and destination.

Rates: Calculated at checkout per item/tier. Oversize furniture/heavy items may require a manual quote prior to dispatch.

Coverage: Australia-wide. Remote/limited-access locations may attract a surcharge—if required we’ll contact you to confirm before shipping.

Tracking & delivery: You’ll receive a tracking email when your order ships. If you request Authority To Leave, risk passes on delivery to the address; otherwise re-delivery fees may apply if no one is available.

Change-of-mind returns (change-of-mind)

We accept change-of-mind returns by request within 72 hours of delivery for unused, unopened products in original packaging.

Return shipping is your cost & responsibility and must be trackable.

A handling/restocking fee of 25% will apply to cover inspection, handling and repacking.

Exclusions (change-of-mind not accepted): clearance/“final sale”, made-to-order/bespoke items, gift cards.

Original shipping fees are non-refundable (except where required by law).

Faulty, damaged or incorrect items (ACL) (faulty-damaged)

If your order arrives damaged in transit, please contact us as soon as possible (ideally within 48 hours) with photos so we can assist and lodge a carrier claim.

For faulty/incorrect items, contact us promptly with your order number and photos. We’ll assess and provide a remedy under the Australian Consumer Law—repair, replacement or refund, depending on the issue. Where a major failure occurs, you may choose a refund or replacement.

Where we confirm a fault or our error, we’ll cover reasonable return shipping or provide a return label.

Nothing in this policy limits your rights under the Australian Consumer Law.

How to start a return (start-a-return)

Email orders@empresshomewares.com.au
with:

Order number and name

Item(s) being returned

Reason (change-of-mind / damaged / faulty / incorrect)

Clear photos (if damaged/faulty)
We’ll reply with next steps and a return address/label if applicable.

Refunds (refunds)

Refunds are issued to the original payment method once the return is received and inspected, or when a fault is confirmed.

Afterpay refunds are processed via Afterpay (partial or full per their rules).

Please allow 3–10 business days for your bank/provider to complete the credit.

Questions (questions)

Need help? Contact us via the Contacts page or email orders@empresshomewares.com.au.