Shipping and Returns Policy

PRODUCTS AND PRICING

All pricing quoted is in Australian Dollars (AUD / AU$) and inclusive of 10% GST. Delivery charges are calculated as an additional charge according to the number of item/s ordered and the receiver’s delivery address. All pricing, products and stock availability are subject to change at any time.

PROCESSING TIME

Our estimated processing time is 2-5 business days + shipping time.

Once your order has been sent out, you will receive an email with a tracking number. Please note once your order is dispatched, we cannot assume responsibility for any transit issues made by the postage provider. Please lodge a query to AusPost.

If we are on holidays or a family emergency occurs then there may be a delay but we will do our best to let you know ASAP via the website’s banner at the top of the pages, or we email you. You can call us if you are concerned.

All delivery services try to deliver to advertised but circumstances like bush fires, Covid-19 and Christmas rush can also affect their delivery times.

FREE SHIPPPING THRESHOLD

Free shipping only applies to orders over $75 AFTER discounts are applied. (Aus orders Only)

SHIPPING

  • $9.70 – Standard Shipping: 2-8 business days.
  • $12.70 – Express Shipping: 1-4 business days.
  • Spent over $75 – Free Standard Shipping: 2-8 business days.

Em J Empire send all domestic parcels via Registered AusPost and Aramex courier.

Orders received over a weekend will be processed on the following Monday. Orders made on a public holiday will be processed the following business day.

As soon as your order is dispatched, you will receive tracking information via email.

Delivery timings are subject to Australia Post and shipping provider services. Em J Empire cannot assume responsibility for any delays or delivery loss made by postage providers. Please lodge any delayed/missing parcel queries to Auspost. However, if you still require assistance, please contact us via sales.emjempire@gmail.com with your order number #.

Occasionally shipping costs are more costly than quoted than we can absorb, especially if you selected free shipping but live in a remote location. So we may have to ring you to discuss order.

 

RETURNS & EXCHANGES

Returns and exchanges are not accepted based on crystal characteristics or on change of mind. We do not allow refunds or exchanges on any items.

Stones are natural minerals each beautiful and unique in pattern and crystalline composure; therefore no two crystals will ever be the same. Please be aware as natural objects they are appearance can vary from the images shown and they may contain tiny fissures and pits. Please expect to find inclusions and beautiful markings within the crystal itself.  Our designs and crystal cuts are made to show the beauty of a crystalline structure rather than looking like glass. Please be aware that our products a hand-cut so they will never be completely ‘perfect’.

All items purchased from Em J Empire are carefully packed with love and care. Each item is photographed, thoroughly inspected before being packaged and sent to all of our customers. We use soft foam padding or bubble wrap to ensure your crystals arrive safely. However, accidents may occur during transit on the rare occasion.

For breakage requests, please email at sales.emjempire@gmail.com with your order number # and a photo along with your query, within 3 days of you receiving your parcel.

Refunds and store credits will be issued at the discretion of Em J Empire. All refunds are made through the type of payment method in which you made the original purchase. Once we receive the item at your cost of return postage, we will begin to process the refund within 7-10 business days and we will notify you once the refund has been processed from our end.

Please note, Em J Empire may or may not reimburse return shipping charges on refunds or exchanges (this is determined on a case by case basis). Em J Empire bear no responsibility for the loss of an item being returned, which is why we recommend using registered mail to return an item. Em J Empire will not be held liable for items that are sent back broken or damaged, and may or may not process the refund/exchange if so.