How to Return Your Product

Faulty Products

If you are experiencing issues with your product, please refer to our Help Centre first for instant answers to frequently asked questions and product specific troubleshooting. If you are unable to find an answer or solution to your issue, please contact our Support team through your Australian Empire Shop.com.au account dashboard. After contacting our Support team, you will be automatically sent 3 articles that we believe are most likely to resolve your issue - this automated response is provided in addition to contact from our Support team.

Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to Australian Empire Shop.com.au Support via the Help Centre within 3 days of receipt of the product. Failure to do so may result in your claim being denied.

To lodge a claim:

• Simply contact our Support team through your Australian Empire Shop.com.au account dashboard and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
• Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
• If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you. For larger items, an on-site assessment may be arranged.
• Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.

As an online retailer, Australian Empire Shop.com.au do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:

ENQUIRY & TROUBLESHOOTING

Our Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item. To assist our team resolve your issue as quickly as possible, please include photos and/or video of the issue when you contact us through your Australian Empire Shop.com.au account dashboard

ITEM RETURN

If necessary your item may need to be returned. Smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large white goods and 65” or 75” TVs may be assessed on-site. If your item is diagnosed as faulty, Australian Empire Shop.com.au will cover the cost of sending this to our nominated repair centre, however if you are returning a Australian Empire Shop.com.au Exclusive Brands product because you changed your mind, you will need to cover the cost of sending the product back to us.

TECHNICAL ASSESSMENT

Your item will be assessed by our technicians or sent to the manufacturer. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.

Please note: Some highly technical products such as DSLR cameras and drones may take up to 20 business days to assess and repair, however you will of course be notified if we expect the total repair time to exceed 10 business days.

REPAIR OR REPLACEMENT

We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement. For more information please refer to the Australian Empire Shop.com.au Customer Charter .

RETURN DELIVERY

We will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Australian Empire Shop.com.au.

Manufacturer’s Warranty

In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated Support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.
You may prefer to contact the manufacturer directly to seek a resolution rather than Australian Empire Shop.com.au

If you would prefer Australian Empire Shop.com.au to assist you, and choose not to go to the manufacturer, then our team will of course be happy to assist you and you can contact us directly through the Australian Empire Shop.com.au account dashboard.

Marketplace Products

Australian Empire Shop.com.au provides a Marketplace that allows other retailers to list their items on the Australian Empire Shop.com.au store and sell their items directly to you. Marketplace sales are indicated with a Marketplace icon and retailer name directly above the product price on the listing.

If you have purchased a product from a Marketplace seller and it is faulty, you can contact the retailer directly through your Australian Empire Shop.com.au account dashboard by selecting the relevant order and choosing “Contact Support” and they will assist you with your claim.

In the event that you are unhappy with the remedy offered by the Marketplace Retailer, or you believe the remedy is not in accordance with the ACL, please request the retailer to escalate your claim to a Australian Empire Shop.com.au representative and we will be more than happy to assist you.

Change of Mind Returns

Australian Empire Shop.com.au understands that you will not always be able to test and handle our products prior to purchase and that’s why we are proud to offer a 14-day Change of Mind Policy for many of our Exclusive Brand items.

Whilst we offer a 14-day Change of Mind Policy for many of our Exclusive Brand items, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing.

If you would like to return a Australian Empire Shop.com.au Exclusive Brand item that is eligible to be returned under our 14-day Change of Mind Policy, please contact our Support team through your Australian Empire Shop.com.au and they will gladly assist you.

Size Exchange

If a product doesn’t fit and needs to be exchanged, please contact our support team via the Australian Empire Shop Help Centre Dashboard. To be eligible for a size exchange, you must make the request within 14 days of receiving the goods and you must return the product within 10 days of the request.

In order to make the exchange process as seamless as possible, please have pictures of the goods ready to be assessed. Images can be uploaded directly from your Australian Empire Shop.com.au account dashboard. Please do not return the product until the customer service team has provided you with the relevant return details.

Clothing items must be returned in their original condition, unworn and unwashed and with all tags on in order to be approved for exchange. Footwear must be in its original box with all packaging and tags.

Due to hygiene reasons, Australian Empire Shop.com.au cannot offer a size exchange for socks, lingerie (bras, underwear and shapewear) or swimwear.

When returning a product for a size exchange, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the Australian Empire Shop.com.au customer service team. Australian Empire Shop.com.au does not accept any liability for any loss or damage which may occur in transit.

Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold at Australian Empire Shop.com.au.