How to Return Your Product

Our return policy ensures you have a smooth experience when handling products that do not meet expectations or require a fast size exchange.

Faulty Products and Return Policy

If you experience issues, please visit our Help Centre for instant answers and troubleshooting tips.

If you cannot find a solution, contact our Support team via your Australian Empire Shop.com.au account dashboard.

After you contact us, we automatically send three relevant articles to help resolve your specific issue quickly and efficiently.

For items faulty or damaged on delivery, submit photo evidence to Australian Empire Shop.com.au within 3 days.

Failure to provide this evidence within the timeframe may result in your return policy claim being denied by our team.

To lodge a claim:

• Contact Support via your Australian Empire Shop.com.au dashboard with a clear description and photos of the fault.
• Our team will first attempt to troubleshoot the issue remotely to avoid the need for you to return your product.
• If troubleshooting fails, we provide return instructions. We cover shipping costs for faulty items at no cost to you.
• Larger items may undergo an on-site assessment. Tech experts will determine the best way to resolve your specific claim.

We are an online retailer and do not have physical stores. Provide detailed info to help us diagnose faults promptly.

The following five steps explain our standard process for returning any faulty product to our nominated repair centre.

ENQUIRY & TROUBLESHOOTING

Our team will correspond to find the issue nature. Many claims are fixed without a return via your Australian Empire Shop.com.au account dashboard.

ITEM RETURN

Small items use Australia Post labels. Large items use couriers. Keep original packaging. Australian Empire Shop.com.au covers costs for faults.

TECHNICAL ASSESSMENT

Technicians assess items within 10 business days. DSLR cameras or drones may take up to 20 business days for full repair.

REPAIR OR REPLACEMENT

We repair or replace products based on the fault. Refer to the Australian Empire Shop.com.au Customer Charter for more details.

RETURN DELIVERY

We deliver repaired items or replacements. Refunds reverse the original transaction. Faulty items become property of Australian Empire Shop.com.au.

Manufacturer’s Warranty

Manufacturers often provide faster assessments for specific products. They have dedicated centres with deep knowledge and spare parts.

You may contact the manufacturer directly for a faster resolution than Australian Empire Shop.com.au can offer.

If you prefer our help, contact us via the Australian Empire Shop.com.au account dashboard to start.

Managing your records is vital; much like an ato tax return, keeping your purchase receipts ensures all warranties remain valid.

Marketplace Products

Australian Empire Shop.com.au Marketplace allows other retailers to sell directly to you on our store platform.

Marketplace items are clearly marked. If these items are faulty, contact the retailer via your account dashboard "Contact Support" link.

If unhappy with the remedy, ask the retailer to escalate the claim to an Australian Empire Shop.com.au representative.

We ensure every third-party policy aligns with Australian Consumer Law to protect your rights on every single purchase.

Change of Mind Returns

We offer a 14-day Change of Mind Policy for many Exclusive Brand items for our customers.

Consumer Guarantees do not apply if you simply found it cheaper elsewhere. Check each listing for return policy eligibility details.

To return an eligible Exclusive Brand item, contact our Support team through your Australian Empire Shop.com.au account.

When calculating costs, think of it like a tax return estimate; shipping fees for change-of-mind returns are your responsibility.

Size Exchange

If a product fits poorly, contact us via the Australian Empire Shop Help Centre Dashboard for an exchange.

Make requests within 14 days of receipt. You must then return the product within 10 days of that initial request.

Upload photos of the goods to your Australian Empire Shop.com.au account dashboard for assessment.

Do not return any product until our customer service team provides you with the correct return details and address.

Clothing must be original condition, unworn, unwashed, and tagged. Footwear must be in the original box with all packaging.

For hygiene, Australian Empire Shop.com.au cannot exchange socks, lingerie, shapewear, or swimwear at any time.

You cover return postage costs. The product remains your responsibility until received by our customer service team at the address.

We accept no liability for transit loss. Once confirmed as new, we issue store credit for use on any product.

Review our return policy periodically as terms may update. We strive to provide the most fair and transparent service.

Our goal is to ensure your shopping experience remains positive through clear communication and efficient processing of all claims.

If you have questions about the return policy or store credit, our team is ready to assist via the dashboard.

Thank you for choosing us. We value your business and work hard to resolve every return request with professional care.