Shipping Policy
 

 Thank you for visiting and shopping at Emma and Tom’s. We aim to deliver your order as quickly as possible. Following are the terms and conditions that constitute our Shipping Policy.

Domestic Shipping Policy

Shipment processing time

All orders are processed within 2-5 business days after receiving your order confirmation email. Orders are not shipped or delivered on weekends or holidays. You will receive another email once the order is dispatched from our warehouse with shipping details and tracking information.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. The deliveries outside metro areas might take up to 3-9 business days for the delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

We are not responsible for lost, stolen, or packages shipped to the wrong address. At checkout, please be sure to use the correct shipping address. 

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page, you will be shown what the cost of shipping will be for your complete order.

Delivery delays can occasionally occur depending up on the couriers. Once dispatched, we are not responsible for the delays, such as natural weather events, peak fright periods and any other third-party delays. For any assistance with delivery information, please contact us via email at

info@emmaandtom.com.  

We use the following carriers to deliver our orders:

  • Emma and Tom’s Team
  • Other third-party carriers

Local Delivery

Shipping charges for your order will be calculated and displayed at checkout.

Deliveries are made from 10am – 5 pm on business days. We will contact you via text or email with the details you provided at checkout to notify you on the day of our arrival. 

In-store pickup

You can skip the shipping fees with free local pickup at Melbourne. After placing your order and selecting local pickup or delivery at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions. 

Our In-store pickup hours for Melbourne are available on our website or on Google. Please have your order confirmation email with you when you come. 

Shipment to P.O. boxes or Australian addresses

Emma and Tom’s ships to Australia wide. We currently DO NOT ship items greater than a 3 kg satchel to PO Boxes. Please provide a physical address at check out.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number to check its status. Please allow 24-48 hours for the tracking information to become available. 

If you haven’t received your order within 5 days for metro and regional Australia up to 10 days of receiving your shipping confirmation email, please contact us at info@emmaandtom.com with your name and order number, and we will investigate it for you.

 Delivery Missed

Usually, our Team or third-party Couriers when do not provide any signature consent, they have the authority to leave your parcels if it’s safe to do so.

If a signature consent was made and you missed your delivery, then please following the courier instructions to collect your parcel from nearby pickup location.

We suggest collecting your parcel within 12-20 hours (For chilled & Ambient products).

Emma and Tom’s are not liable for any chilled or Ambient products that were gone bad due to missed delivery or not collecting from the collection point within suggested time frame.

Damages

If you received your order damaged, please contact the Emma and Tom’s to file a claim. Please save all packaging materials, take necessary pictures as proof and damaged goods before filing a claim.

International Shipping Policy

For International shipping, please email us the products you want to buy to info@emmaandtom.com with your name, address and phone number. We will provide you the shipping quote for your order.

 International Shipping Customs, Duties and Taxes

Emma and Tom’s are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Returns Policy

Our Return & Refund Policy provides detailed information about options and procedures for returning your order.