RETURNS


We want you to be happy with your purchase at EMUAUSTRALIA.SG. The products offered on our site are guaranteed to be 100% authentic as we are the official distributor for EMU Australia in Singapore. Our Customer Care team offers an after sales service whose sole purpose is to find efficient solutions to problems you may experience with our products.
If you are not satisfied with your purchase bought on this site for any reason (size, colour, etc), you have 7 days from order receipt to exchange or return it.

Exchange & Return Conditions

To exchange or return your item, please ensure your item fulfils the following conditions:

  • Order is within 7 days of receipt
  • Invoice is available
  • Item in new, original condition with tags intact
  • Item in original packaging

What are the Exchange or Return Options?

You may choose any one of the following return options:

  1. A full refund via Gift Card

  2. Replacement for a wrong or defective item sent

How To Exchange or Return/Refund?

You may return or exchange your product in a fuss-free way – by submitting a request through our email hello@emuaustralia.com.sg with your EMU Australia online account and order number.


Step 1 Return/Exchange

  • Email http://returns.emuaustralia.sg with your order number, item you want to return and the reason 
  • Indicate your preferred mode of return : Local Courier Pick-Up / Self Return to Logistics Centre
  • If the shoes are defective, do provide us with images of the item showing clearly it's defects
Step 2 Pack Items
  • Pack your items in its original packaging, with tags intact.
Step 3 Arrange for Return
  • Depending on mode of return, our customer service will contact you for the item/s to be exchanged or returned to our Logistics Centre.
Step 4 Confirm Approval
  • We will send an email notifying the acceptance and approval of the request, which could take up to 7 days upon receipt of the returned items.

Can I Return My Item and Ask for A Refund?

If you return an online purchase via our site, we will examine the item/s you returned and the reasons you have given. We reserve the right to process the return request after we have assessed the item/s, which will take up to 7 working days upon receipt of the returned item/s at our Logistics Centre.

You will receive an email notification once your request has been accepted. Refunds will be issued in the form of a Gift Card that will be sent to the email registered as your EMU Australia Singapore account. Gift Card issued for returns will be based on your original order transaction amount less any shipping cost that was included.

Gift Card is valid for six (6) months from the date of issue and are strictly non-refundable, non-extensible, and non-transferable. You may check your Gift to review your balance at any time.

However, new orders made with the Gift Card are not eligible for any subsequent returns. As such, please ensure to order the right item when re-ordering a replacement for your returned product.

Returns that are damaged or soiled may not be accepted and may be sent back to you at your expense and request for return will be rejected.

Please also note that shipping costs for return will be borne by the customer unless otherwise stated in writing by EMUAUSTRALIA.SG.

How To Return

Please refer to the table below to arrange your return.

Destination Return Option Fees Important to note:
Singapore Local Courier Pick-Up S$8.00 per trip, up to 3 pairs
Additional S$1.00 for every subsequent pair
Paid in Cash to Courier
Returned item/s must be received within 7 days* of return request acceptance.
Overseas Post to:
EMU Australia Returns Dept Kerry Logistics Centre (Tampines) Pte Ltd No. 19 Greenwich Drive 7th Floor, Office Tower Singapore 534021
Customer’s own shipping cost Returned item/s must be received within 14 days* of return request acceptance.

* Item/s sent outside this timeframe may be accepted at our discretion.
Do ensure that your item/s to be exchanged meet our Exchange & Return conditions stated above.

We reserve the right to process the return request after we have assessed the item/s, which will take up to 7 working days upon receipt of the returned item/s at our Logistics Centre.

If you have any questions, you may contact us here.

Wrong or Defective Item

We are truly embarrassed if this happens and we will do our best to make it up to you! Please log in to your account and send a return request stating the reason as wrong or defective item received including photo images of the original shoe box with our price label, the faulty area with the whole shoe and the sole of the shoe. This will help speed up the approval process for the request.


Local Customers
Upon receipt of your request, our customer service will arrange for the wrong or defective item/s to be collected from you via our local courier. Once we have received the wrong or defective item/s, assessed and confirmed that everything is in good order, we will approve the request and send you the replacement item/s provided stocks are available. This may take up to 3 working days from the time we receive the returned item/s.
If replacement stock is not available, our customer service will contact you again to advise alternative options.


Overseas Customers
Upon receipt of your request, our customer service will arrange for the wrong or defective item/s to be collected from you. Once we have received the wrong or defective item/, assessed and confirmed that everything is in good order, we will approve the request and send you the replacement item/s provided stocks are available. This may take up to 14 working days from the time we receive the returned item/s.


If the replacement stock is not available, we will proceed to process a full refund in the form of a Gift Card after which you may use to re-order another item.


Gift Card is valid for six (6) months from the date of issue and are strictly non-refundable, non-extensible, and non-transferable. You may check your Gift to review your balance at any time.


Do ensure that your returned item/s meets our Exchange & Return conditions stated above.


Please Note

  • EMUAUSTRALIA.SG reserves the right to withhold any refunds if your original item/s have not reached our logistics centre.
  • Do ensure that refund details are correct and complete.
  • If your exchange item/s is unavailable, we may proceed to refund you in a Gift Card.
  • Discount or promotion codes cannot be re-issued and are non-refundable. If you return an item that was purchased with a promotion code or at a discount, only the final paid price (after discount) will be refunded in the form of Gift Card.
  • EMUAUSTRALIA.SG reserves the right amend/alter our terms & conditions at any point in time. Please do check into the Return Policy every now and then to ensure you stay updated.