Last updated: 14 September 2026
Welcome to Emilia Melbourne. This page explains how we deliver your order — where we ship, how long it takes, how to follow your parcel, and the rules for changing or cancelling an order. It applies together with our Returns & Refunds Policy, so please read both before you order.
We deliver to addresses in Australia. Standard shipping is free on every order.
Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays). Orders placed on a weekend or public holiday are processed from the next business day. During sale periods and the peak season from November to December, processing can take up to 2 additional business days.
Once dispatched, delivery takes an estimated 3–5 business days, so 4–8 business days in total from the day you order. These are estimates based on carrier performance rather than guaranteed delivery dates: peak season, public holidays, severe weather, carrier disruptions and customs inspections can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.
Every order is transmitted to our fulfilment warehouse automatically and accepted into processing within minutes, which is why an order can only be cancelled or changed within 5 minutes of being placed. After that we're no longer able to stop, change or retrieve it. Please check your items, sizes, colours and delivery address carefully before you confirm your order.
To cancel within the 5-minute window, email info@emilia-melbourne.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 2 is the time the warehouse needs to prepare your parcel; it isn't a period in which the order is on hold.
If you decide you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).
As soon as your order is dispatched you'll receive a shipping confirmation email with a tracking number. It can take 2–5 business days after dispatch before the first scan appears, and updates can be less frequent while the parcel travels between carrier hubs. If your tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.
Items are dispatched from the warehouse that holds them, so an order with several items may arrive in separate parcels on different days, each with its own tracking number. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
Please make sure your delivery address is complete and correct, including any unit or apartment number, and add a phone number for the carrier. Check your order confirmation straight away: address changes are only possible within the 5-minute window in section 3.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected within the carrier's holding period, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the warehouse again we can re-ship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the carrier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
If tracking shows no movement for 10 business days, or your parcel is more than 7 business days past the estimated delivery window, contact us with your order number. We'll open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
If tracking shows "delivered" but you haven't received the parcel, please check with household members, neighbours, your building's reception or mailroom and any safe place, and check the carrier's proof of delivery. Let us know within 7 days of the delivery scan so we can raise a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.
If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 business days of delivery with photos of the outer box, the shipping label and the damaged item. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).
Prices are shown in Australian dollars and include GST where applicable. You won't be asked to pay import duties or fees on delivery.
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 3.
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and public holidays. We reply within one business day.
Email:Â info@emilia-melbourne.com