Return Policy
Returns and refunds
This policy applies to purchases from Australian Empire Shop at australianempire.com.au. For help, email sales@australianempire.com.au or use our contact form.
Start a return
Contact us with your order number or other proof of purchase, the item and your reason for returning it. Photos or a short video can help us understand damage or a fault. We will explain the next steps and provide the appropriate return address and shipping instructions. Please contact us before sending an item back so it reaches the correct destination. You do not need an online account to request help.
Change of mind: 14 days
You may request an eligible change-of-mind return within 14 days after receiving your item. The item must be unused and in the condition received, with its original tags, accessories and packaging. Our advertised free returns within 14 days apply to eligible returns; contact us to arrange the return label or shipping method before posting.
Change-of-mind returns exclude personalised or custom-made goods, perishable goods, personal-care and hygiene-sensitive items, hazardous materials, flammable liquids or gases, sale items and gift cards. These exclusions concern voluntary returns only and do not remove rights for faulty, misdescribed or otherwise non-compliant goods. Check any specific return information in the product listing before ordering.
Wrong size or an exchange
Contact us within 14 days of receipt for an eligible size exchange. Clothing must be unworn and unwashed with tags attached; footwear must have its original box and packaging. Voluntary size exchanges exclude socks, underwear, shapewear and swimwear for hygiene reasons. We will confirm available options and return instructions. An exchange request does not limit your rights if an item is faulty or incorrectly described.
Faulty, damaged or incorrect goods
Please tell us about a problem as soon as you reasonably can. The 14-day change-of-mind period is not a deadline for consumer-guarantee claims. We will not refuse a claim simply because you did not report damage within three days, lack original packaging or have an expired manufacturer's warranty.
Australian Consumer Law rights cannot be excluded by this policy. A major product failure gives you a choice of refund or replacement. For a minor problem, we may arrange a free repair; if it cannot be fixed within a reasonable time, further remedies may apply. You may also be entitled to compensation for reasonably foreseeable loss. We handle claims for products we sell; contacting a manufacturer is optional.
We may assess the product to understand the problem. Where a fault is confirmed, we cover reasonable return costs. Contact us first to arrange collection of a large or difficult-to-return faulty item. Package returns safely and keep postage receipts.
Refunds
We will notify you after reviewing your return. Approved refunds are processed to the original payment method within 10 business days unless another method is agreed. Your bank or payment provider may take additional time to show the credit. If more than 15 business days have passed since approval, email us. We will not require store credit instead of a refund you are legally entitled to receive.
If another mandatory consumer law applies to your purchase, this policy does not limit those rights.