FAQ
Tracking
Once your order has been shipped, we’ll email you with a link to view your tracking information.
If you can’t find your tracking details or order confirmation email, please check your spam folder. If it’s still nowhere to be seen, you can email us with your order number and/or the delivery address so we can track down that information for you.
For packages sent with DHL eCommerce or Australia Post (standard shipping)
It's best to get in touch with your local postal service if you have any more questions about tracking your order.
Shipping
Yes, we ship WORLDWIDE!
All our orders are sent from NSW, Australia
DISPATCH TIMES
Orders are usually dispatched within 2 business days! however, all items are made to order from our office in NSW and may take up to 5 business days to be dispatched.
During periods of high volume (eg. during restocks, sales or new collection releases), orders may take 3-5 extra business days to be dispatched by our team. We thank you for your patience during these times.
AUSTRALIAN ORDERS
Australian orders with standard shipping are sent via Australia Post eParcel and are typically delivered within 8-14 business days.
Orders sent with express shipping should reach you within 2-3 business days.
Due to COVID-related delays, your order may take an extra 5-10 business days to reach you. Please contact Australia Post directly with transit time enquiries once your package has been shipped.
INTERNATIONAL ORDERS
Standard international orders are shipped via DHL eCommerce and Australia Post, or via DHL Express for express shipments. See below for transit estimates for each service
Standard
USA: 16-24 business days
UK: 10-16 business days
EVERYWHERE ELSE: 20-30 business days
Express
EVERYWHERE: 3-6 business days
We are unable to offer express shipping to APO/AP and PO box addresses.
Please note that most postal systems are currently impacted by COVID-related delays, and transit times for standard international orders may take 2-3 weeks longer than the above estimates. Express international orders may take an extra 3 business days to reach you.
Returns
If your item doesn't fit or you’ve changed your mind about it, you can contact us within 14 days of receiving your order to return it for a full refund :) The item must still be in saleable condition, unworn and unwashed, and in its original packaging with the tag attached (where applicable).
Your original shipping fee is not refundable, and all costs of return shipping must be covered by the customer.
Unfortunately we’re not able to accept returned items for a direct exchange. If you would like to change an item for a different size or colour, you will need to send the item back to us and place a new order.
If you would like us to refund your order, contact us VIA email : emusingdesigns@outlook.com
and you will receive a returns address.
Please include a note with the details of your return including your name, email and order number so we know it's from you. We'll process your refund within 5-10 business days of receiving it!.
your own content and make changes to the font.
Orders Lost in Transit or Misdelivered
AUSTRALIAN ORDERS
If you're concerned your order has been lost or misdelivered, it's best to first get in touch with Australia Post - they may be able to assist you if your order has simply been delayed or held for collection at a post office.
If they’re unable to resolve your problem, you can email our support team at emusigndesigns@outlook.com with the reference number attached to your Australia Post enquiry - we can then launch an investigation from our end. If your parcel is deemed lost in transit or misdelivered, we'll resend your order at no cost to you, or provide a refund if the item/s you ordered are out of stock.
Unfortunately we’re not able to investigate parcels that were shipped more than 60 days ago, as tracking information is no longer available after this timeframe.
If you have asked for your order to be left without a signature, unfortunately you’re not eligible for reimbursement if your order is lost upon delivery.
INTERNATIONAL ORDERS
If your order has reached the destination country and you’re concerned it’s been lost, please first get in touch with your local postal service (for orders sent with standard shipping) or DHL Express (for orders sent with express shipping). They’re responsible for the final delivery, so they’ll have the best information for you.
If they deem your order lost or misdelivered, you can email our support team at emusingdesigns@outlook.com with screenshots of your correspondence with the postal service - we can then resend your order at no cost to you, or provide a refund if the item/s you ordered are out of stock.
Unfortunately we’re not able to investigate parcels that were shipped more than 90 days ago, as tracking information is no longer available after this timeframe.
If you have asked for your order to be left without a signature, unfortunately you’re not eligible for reimbursement if your order is lost upon delivery.
Mail Theft
If you suspect your order has been stolen once it's been marked as delivered, you will need to lodge an inquiry with either your local postal service or DHL Express, depending on the shipping method. They may or may not reimburse you for your package cost.
Unfortunately we're unable to reimburse you for your order, as the local postal service and customer are responsible for the final delivery once a parcel reaches the destination country.
We advise you to please consider having your order delivered to your local post office or a collection point to avoid mail theft in future.
Missing or faulty Items
If there’s a problem with any items in your order, please contact our support team via emusingdesigns@outlook.com with your order number and pictures of the incorrect item or fault - we'll send you a replacement.
We allow a 1 month window from when your order was delivered for you to contact us with your order number and pictures of the problem.
Emusing Designs reserves all rights to qualify what constitutes defective products. If the product does not fit our standards of "defective", you may return it for a refund at your own cost.
Thankyou for supporting our small business <3
Any other enquiries contact us at emusingdesings@outlook.com
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