FAQ

The item I want is Sold Out.

Our items are restocked weekly, in some cases when a particular item is popular it can sell out fast or it may be unavailable for some time. Contact our Support team at hello@earringempire.com.au if you have a question about when a particular item will be back in stock.

I haven’t received my order confirmation email.

If you haven't received your Order Confirmation Email within 1 hour of placing your order please check your Junk folder in your email, if you cannot locate it please contact our Support Team at hello@earringempire.com.au and we can assist.

My online order hasn’t arrived yet.

We use Australia Post for the delivery of our Standard and Express Shipping Options. If you have any queries in regard to the whereabouts of your parcel, you can track your item through Australia Post here using your tracking number.

If your selected Shipping Option is Large Letter Mailbox Bubble Mailer (4-15 Business Days)

Large Letter Postage Option - this is a low cost option which does NOT include tracking, it is a normal large letter padded mailer with stamps delivered by the post person themselves not a parcel service, as this does not have tracking you will not receive a tracking number for this order and we are not able to track it for you once it leaves us. If you have trouble with delivery of this postage option please contact your local post office for further instruction. Earring Empire are not responsible for any delay, late delivery or failure to deliver. If you require tracking or have trouble receiving your normal mail please choose the tracking shipping option available. We offer this service as a low cost affordable option however it can be slower in transit times particularly in some areas where the post person only delivers mail every second day. If you require your order in a hurry please select Standard or Express to suit your individual needs.

Business days are Monday to Friday and do not include weekend days and Public Holidays.

Why was my order partially refunded?

In some cases, particularly when an item is popular and many customers are trying to order an item at the same time we may not be able to fulfil all orders. Whilst this is uncommon when it happens you will receive a refund for that item and a notification via email. We apologise for this inconvenience and be rest assured your funds will be returned via the same payment method used to make the original payment. Depending on your bank this can take up to 10 days.

I've supplied the wrong Shipping address.

Please contact our Support team immediately after placing your order at hello@earringempire.com.au for assistance.

In some cases particularly peak periods such as Christmas etc we process large amounts of orders very quickly and your Order may have already been processed by the time you have noticed or that we have received your email, In this event please contact Australia Post for further instruction.

How do I look after my Items?

This information is provided on the product page with a link for further detail. You will also receive a small Wear + Care information leaflet with your items. You can also view our Wear + Care Guide here.

Refunds and Damaged Item Information.

We have a 15-day Refund policy, which means you have 15 days after receiving/date of delivery of your item to request a refund.

We do not accept returns or process exchanges due to the nature of the item for hygiene reasons. To be eligible for a refund, your item must be deemed faulty, we do not refund for change of mind or if you have misused the items by not following the wear + care guide. For further detailed information please visit our Refund Policy here

You can always contact us for any Refund enquiry/question at hello@earringempire.com.au

I still need further help! How can I contact the Support Team?

Our Support Team are here to help you with any questions you have by emailing them at hello@earringempire.com.au or using the contact form below.

Support Hours are Mon-Fri 8-4pm, you can expect to hear back within 1 business day during non peak trade and 1-3 business days during peak shopping periods.

Can I order in bulk/wholesale?

Please forward all wholesale enquires to info@earringempire.com.au

Contact our Support Team