Shipping

EUROPE

PLEASE NOTE

• Online orders are not processed over weekends or public holidays.

DISPATCH TIME FRAME

We aim to dispatch all orders within 24 hours, Monday - Friday. Any orders placed over the weekend or a NSW Public Holiday will be dispatched the next business day.

Keep a lookout for your tracking number that will be sent to the email entered at checkout once your order has been shipped out. 

Please note, estimated shipping/delivery timeframes will apply after dispatch. Allow up to 48 hours for orders to be dispatched during high volume periods, holidays and sales. 

DELIVERY

Most orders will have authority to leave, meaning a signature is not required. If you're not home at the time of delivery, the driver will leave this in a safe place. Be sure to check online using your tracking link for a proof of delivery if you're unable to locate this as they will likely take an image of where this was left.

ORDER TRACKING

Once your order is packed and leaves our warehouse, you will receive an email with your order’s tracking number.

You will be sent a unique tracking code for your package that can be tracked online.

Please allow up to 48 hours between Monday to Friday for your tracking number Via email.

If you have not received your tracking number, please check your ‘Junk’ folder Via email, as it may have been automatically filtered.

CUSTOM DUTIES & TAXES ON INTERNATIONAL ORDERS

Customers can be charged for buying & importing products into their country.

In the event that an international shipment attracts customer duties and taxes, the customer will be required to pay the customs, duties and taxes on the order.

Please note, The Empress does not collect or handle any tax charges or fees, and therefore cannot predict which orders these fees will apply to. 

In the event a parcel is unclaimed or duties & taxes are refused, DHL will attempt to redeliver. If DHL is unable to contact the customer and redeliver successfully by their cut off timeframe the parcel will be disposed of in the receivers country. Unfortunately, there will be no compensation provided for parcels that are unclaimed or refused after several delivery attempts. If the parcel is returned to sender, return costs incurred by DHL will be deducted from the customers store credit amount.

PRE ORDERS

If an in-stock item is purchased with a pre-order item, the entire order will be placed on hold and shipped out together, once the pre-order item has arrived at our warehouse. We recommend making separate orders if you are wanting in stock items to be shipped immediately. 

Please note, pre-orders cannot be cancelled once made. 

RETURN TO SENDER

Any orders returned back to our warehouse as undeliverable will receive an automatic credit note for the value of the items purchased, excluding original shipping costs. This will allow you to make a new order with us. 

To find out why your order was returned back to us, please contact the shipping company directly with your tracking number. This is often due to invalid or missing address details. 

DELAYS & LOST IN TRANSIT

The Empress are not held responsible for lost or stolen packages or delays in transit.

The Empress does NOT take any responsibility of an order once delivered and confirmed delivered by tracking. 

There may be some delays in customs which are beyond our control and we do not take responsibility for any of these processing delays. 

Our customer care team are here to help! For all other Shipping & Delivery enquiries, please get in contact with us here.