Australian orders: same-day dispatch from Sydney if you order by 2pm AEST Monday to Friday (excluding public holidays). Standard delivery is 2 to 5 business days; express is 1 to 2. Exact timing depends on your postcode and shows at checkout.

International orders: processed within two business days. Delivery is typically 3 to 28 business days depending on the country and shipping method you choose.

See our Shipping & Delivery Policy for the full detail.

Yes. Free standard shipping to Australia, with no minimum order amount.

If you have an account, sign in and open your order under Your Account. If you checked out as a guest, search your inbox for our order confirmation, tracking is in there.

Can't find it? Email support@emmeton.com with your name and order number.

Standard Australian delivery is 2 to 5 business days from dispatch. If it's been more than 10 business days and your parcel still hasn't arrived:

• Check your tracking link (in your dispatch confirmation) for the latest Australia Post status
• Look for a "carded" note in case a delivery was attempted while you were out
• Email support@emmeton.com with your order number and we'll investigate

Email support@emmeton.com within an hour of ordering and we'll try to catch it before dispatch. Once your order has been processed, changes aren't possible; wait for delivery and use the returns process instead.

Email support@emmeton.com within an hour of ordering and we'll try to update the address before dispatch. Once your order has shipped, the fastest fix is to redirect it directly with the courier using the tracking link in your dispatch email.

Yes, as long as both addresses are in the same country. We can't ship to a different country than the one your card is registered in.

Some products are available for pre-order when they're out of stock or ahead of a launch. At checkout, we may take no payment, a partial deposit, or the full amount depending on the item. You can cancel a partially paid pre-order any time before it's dispatched.

Once your pre-order ships, standard returns apply.

Possibly, depending on the destination. Any customs duties, taxes, or clearance fees charged by your country's border authority are the buyer's responsibility. These aren't included in the price at checkout or in the shipping cost.

Check your country's import rules before ordering. Refused deliveries due to unpaid duties may not be eligible for a full refund of the original shipping.

Cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, Shop Pay, PayPal, and Afterpay. Your billing address must match what's on your card statement.

Yes. Split your order into four fortnightly interest-free payments at checkout. Standard Afterpay eligibility and credit checks apply.

Enter the code in the Discount Code field at checkout, just below your cart items. If it doesn't apply, check the terms of the promotion (some codes have minimum spends or exclude sale items). Still stuck? Email support@emmeton.com.

The usual reasons a code won't apply at checkout:

• Expired or already used (some codes are single-use)
• Case-sensitive, so enter it exactly as sent
• Doesn't stack with the Complete Your Kit multi-buy offers (see above)
• Your cart doesn't meet the minimum spend or product criteria
• The code was issued for a different region or customer group

Still not working? Email support@emmeton.com with the code and your order details.

Codes work on bundles and sale items as normal. What doesn't stack is our Complete Your Kit multi-buy offers, the $20 off two pieces and $50 off orders over $275 auto-deals at checkout. Whichever saves you more, code or multi-buy, applies.

Gift cards are digital and redeemed at checkout on our website. Enter the code in the same field you'd use for a promo code. Any balance you don't spend stays on the card for a future order.

Purchased gift cards: valid for three years from purchase, in line with Australian consumer law.

Promotional gift cards (issued by emmèton as part of a giveaway, competition, or campaign): valid for twelve months from issue.

60 days from delivery for a change-of-mind return, on unused items in original condition and packaging. Return postage is at your cost. See our Returns & Refunds policy for the full detail.

Start a return at emmeton.com/apps/return_prime.

Once we receive and inspect your return, we authorise the refund within 2 business days. Your bank or payment provider then takes another 5 to 10 business days to process it back to your account.

If it's been more than 15 business days total since we confirmed your return, email support@emmeton.com and we'll follow up.

Yes. Start an exchange at our returns portal or email us at support@emmeton.com. Pick the item you're sending back and the replacement you want; once we receive the original, we'll dispatch the replacement. Exchanges follow the same 60-day window and unused-condition rules as returns.

No, final sale and clearance items can't be returned for change of mind. Faulty or damaged items are covered by the warranty regardless of sale status.

Email support@emmeton.com with your order number and a photo of the damage. We'll review and get you sorted with a replacement, repair, or refund, whichever fits the situation.

Two years from purchase on bags, twelve months on accessories, covering manufacturing defects. If something breaks under normal use within the warranty period, email support@emmeton.com with your order number and a photo. We'll replace or repair at our discretion.

Wear and tear from ordinary use isn't covered. Full detail on our Product Guarantee page.

Usually a payment issue. Your bank doesn't share the reason with us for privacy, so contact them directly if a card was declined. In the meantime, try:

• A different card or payment method
• Double-checking your card details
• Making sure your billing and shipping addresses match what your bank has on file

If it keeps happening, email support@emmeton.com.

Sign in via Your Account (bottom of the page) using your current email. Update your details from the Profile tab.

Click the Unsubscribe link at the bottom of any email or reply STOP to any SMS. If you'd rather stay subscribed but reduce the volume, email us and we'll adjust your preferences.

Chat with us via the button at the bottom-right of any page (staffed 8:30am to 10pm AEST), or email support@emmeton.com any time. We reply within one business day.

Prefer social? We're on Facebook and Instagram.

Three reasons:

• Clearer answers. Many questions need product photos or screenshots, which are much easier over chat or email than phone.
• Faster resolution. We can check your order, tracking, or account details instantly without the on-hold wait.
• Better continuity. Everything stays in writing, so if another team member picks up your case, you don't need to repeat yourself.