Terms and Conditions

Shipping terms and conditions

All prices in store and on our website are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Shipping within Australia will take approximately 10 working days for most orders. If your product may/will take longer, you will be notified by one of the team.  For delivery within Australia we use Australia Post registered eParcel and costs of shipping are to be determine at point of sale or by the sales representative on the phone at time of purchase.

For domestic delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

Please note that during busy sale periods, you may experience a delay in receiving your order, we apologise in advance for any inconvenience. Please contact The Empress & Wolf on (03) 53483111 or contact@theempressandwolf.com if you have any questions about your order.

 

International shipping

The Empress & Wolf  ships to most destinations around the world and we use Australia Post Express Courier International trackable service for all our international orders.

Please note: we do not deliver to international PO BOX addresses. For our international customers, all prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Prices do not include relevant overseas customs duties, foreign taxes or other fees, which may be imposed and this is the responsibility of the customer. Please check with your local customs office for further information.

For International delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

Please note that during busy sale periods, you may experience a delay in receiving your order, we apologise in advance for any inconvenience. Please contact The Empress & Wolf on (03) 53483111 or contact@theempressandwolf.com if you have any questions about your order.

For more information on delivery times, please check our International Post Guide.

There is a problem with my order, who should i contact?

Please contact The Empress & Wolf on (03) 53483111 between 11am - 4pm or contact@theempressandwolf.com if you have any questions about your order.

 

YOUR RIGHT TO A STORE CREDIT OF PURCHASE PRICE

You are entitled to a store credit ONLY for items you purchase from The Empress & Wolf if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or

(b) not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or

(c) not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

And you return the item within a 14 days after purchase and provide The Empress & Wolf with proof of purchase, such as your original The Empress & Wolf receipt or bank statement. If you do not return the item within 14 days, you will not be entitled to a store credit but you will be entitled to exchange the goods or have them repaired. (this excludes any original art).

The Empress & Wolf reserves the right to ask you to demonstrate that you did not cause or create the fault in the item.

The Empress & Wolf does not replace or give store credit for items that have been damaged due to human error, or due to general wear and tare.

If you are entitled to a store credit but you would prefer to exchange the item or receive a The Empress & Wolf gift card of equivalent value to the item, The Empress & Wolf is happy to exchange or give you the gift card instead of a store credit.

ORIGINAL ART

We do not offer ANY exchange or store credit on Original Art. Once the artwork has left The Empress & Wolf, all transactions are final.

 

THE EMPRESS & WOLF 'CHANGE OF MIND POLICY'

The Empress & Wolf is not legally obliged to give store credits of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase, or because it was an unwanted gift.

However, under our own The Empress & Wolf  'Change of Mind Policy', if you simply change your mind we do offer an exchange or store credit of value equivalent to the purchase price for most items provided that:

(a) you return the item within 7 days from the date of purchase (or for online purchases, from the date you receive it); and

(b) the item is unused and in its original condition; and

(c) all original labels and tickets are attached to the item; and

(d) you provide an original The Empress & Wolf tax invoice as proof of purchase

The Empress & Wolf 'Change of Mind Policy' does NOT apply under any circumstances to purchases of the following items:

(a) Earrings;

(b) Original Art;

(c) Opened Tarot Cards;

(d) Crystals; or

(e) Items in the Sculpture Garden

(f) Sale Items

Under our own The Empress & Wolf  'Change of Mind Policy, all items MUST be delivered back to the store in original unused and unworn condition. All delivery costs will be at the cost of the purchaser and if there was a delivery fee incurred at time of purchase, this will be removed from the store credit amount.

When sending returned items to The Empress & Wolf  we advise you use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. In considering any application for refund or exchange The Empress & Wolf  reserves the right to inspect returned items upon receipt.

 

How do I return an item I’ve purchased online

For online customers, the Returns Policy also applies; however please note the following terms and conditions:

If, for any reason, what you’ve purchased is not suitable we are happy to offer you a store credit (or exchange in store only).

  • You must return any items within 7 days of receiving your order.

When sending returned items to The Empress & Wolf  we advise you use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. In considering any application for refund or exchange The Empress & Wolf  reserves the right to inspect returned items upon receipt.

  • We can only accept returns if items are unused and in their original condition with labels/tickets attached.

  • For hygiene reasons you cannot return earrings

  • We do not offer ANY returns on original art

  • For in store returns you must show your order confirmation email, which acts as your tax invoice

  • All returns must comply with our full returns policy (link for online)

Unfortunately we can’t accept online exchanges; however you can take your item into The Empress & Wolf store for an exchange. Please show your order confirmation email for any in store exchanges.

Under our own The Empress & Wolf  'Change of Mind Policy we do not offer any exchange or store credit for ON SALE items.

 

Lay-by terms and conditions

You can lay-by purchases of $50 or more at The Empress & Wolf store  and spread the payment over a number of weeks. To establish a lay-by, you must pay a 25% deposit and a $5 non-refundable service fee. Lay-bys are available for up to 12 weeks and regular payments must be made.

Where can I make payments? Payments may be made over the phone or at The Empress & Wolf counter in store.

What products cannot be purchased on lay-by? Any items under $50

Collecting your purchases. You can collect your purchases as soon as you have paid in full for the lay-by. Purchases must be collected by the end of the three month lay-by period. If you are unable to make it into store for collection, The Empress & Wolf will post. Postage charges will apply.

Cancellation by you. Lay-bys may be cancelled by you at any time during the 14 day cancellation period, in which case you will be entitled to a store credit of the amount you have paid, less a termination fee of $25 (which is in addition to the $5 non-refundable service fee) Store credit for lay-by payments must be used within 30 days of lay-by cancellation and can not be used to purchase services. Lay-bys that are cancelled after the 14 day cancellation will be entitled to a store credit of the amount paid, less a termination fee of $50 (which is in addition to the $5 non-refundable service fee)

Cancellation for non-payment or non-collection. It is your responsibility to make the regular lay-by repayments and collect your purchases by the due date. Failure to make payments when they are due or collect lay-bys by the due date will result in a cancelled lay-by with no reimbursment. The Empress & Wolf is not required to contact you before cancelling a lay-by for non-payment or non-collection.

Other terms. Lay-by is not available for online purchases. Lay-by contents cannot be modified. You may change your contact details. Lay-by terms may be varied for specific events or promotions.

 

ORIGINAL ART

Lay-bys on Original Art have a 24 hour cancellation policy (cooling off period), In which case you will be entitled to a store credit of the amount you have paid, less a termination fee of $25 (which is in addition to the $5 non-refundable service fee) After the cooling off period has lapsed, WE WILL NOT EXCHANGE THE FULL DEPOSIT as the artwork will no longer be available to other customers for purchase in this time. We do not offer any cancellation policy on artwork that has been purchased and has left The Empress & Wolf. Any cancellations that occur 24 hours or more after the initial purchase will not be refunded and the buyers commitment to purchase must be adhered to or FULL deposit will be lost.

Your privacy. Your personal information will be used to administer the lay-by, including for The Empress & Wolf or third parties to send reminders SMS or email. If you opt in to receive marketing material, you agree to The Empress & Wolf collecting your personal information for marketing its products and services to you. The Empress & Wolf WILL NOT provide personal information to service providers  or third party marketing companies. The Empress & Wolf respects customer privacy and will only use your personal information in accordance with The Empress & Wolf Privacy Policy.

The Empress & Wolf reserves the right to update the terms and conditions set out herein without notice.

Please contact The Empress & Wolf on (03) 53483111 or contact@theempressandwolf.com if you have any questions.

 

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