Customer Care

ORDERING ONLINE

To make a purchase online, simply choose the item(s) you would like to purchase and click ‘add to shopping cart’. If it’s your first time shopping with us you’ll need to provide some information about yourself, i.e. your shipping address, your billing address etc.

Once your account is set up you can complete the payment details and confirm your order. Once we’ve received it, you’ll get an email confirmation with all of the details of your order.

Erina Emery orders are processed Monday to Friday. Availability of products is not guaranteed. If you have ordered an item that is not available or that is delayed, we will notify you via email or telephone, at which time you will have the option of choosing a different item or receiving a refund.

DELIVERY

We aim to dispatch all orders within 24 hours. Deliveries will not be made on weekends or public holidays. To ensure your order arrives safely, please provide us with a residential or business (street) address for delivery as courier service are unable to deliver to PO boxes.

All orders are shipped via traceable courier. 
Courier rates are calculated as shown. All prices are listed in New Zealand Dollars (NZD).

PRICING

DESTINATION COST ESTIMATED DELIVERY TIME
New Zealand $10.00 1 – 2 days from dispatch
Australia $25.00 1 – 3 days from dispatch
 via DHL Express
Worldwide $60.00 2 – 4 days from dispatch via DHL Express

SIZING

Please use this as a guide to help you decide which size to buy.

ERINA EMERY Sizing

SIZE 8 10 12 14
Bust (cm) 82 87 92 97
Waist (cm) 64 69 74 79
Hip (cm) 91 96 101 106

Size Conversion

NEW ZEALAND 8 10 12 14
AUSTRALIA 8 10 12 14
EUROPE 36 38 40 42
UK 8 10 12 14
USA 4 6 8 10

Note: Values given are body measurements. To help you choose the best size, we recommend you compare the measurements with your own body.  Please be aware that garments will vary in size also due to style details. If you are unhappy with the fit, we will be more than happy to exchange or refund your purchase.

  • Bust Circumference – Measure around the fullest part of your chest with your arms down
  • Waist Circumference – Measure around the narrowest point of your natural waistline
  • Hip Circumference – Measure around the widest part of your natural hip-line.

CALCULATING YOUR ORDER COST IN A FOREIGN CURRENCY

All prices on our site are listed and charged in New Zealand dollars (NZD).

The exact exchange rate that you will pay is determined by the bank that has issued your credit card, but in general it will match very closely with the going exchange rates. XE.com – Foreign Exchange Rate Calculator features a quick, easy, & free foreign exchange rate calculation using up-to-the-minute exchange rates.

CUSTOMS INFORMATION

Title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Depending on the destination you may have to pay additional taxes or import duties. Erina Emery will not be held responsible for any additional taxes or duties incurred by your country.

When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. When ordering from Erina Emery, you are considered the “importer of record” and must comply with all laws and regulations of the country in which you are receiving the goods.

Customs policies vary widely from country to country; contact your local customs office for more information.

RETURNS

At Erina Emery our customers’ satisfaction is our top priority. That’s why we’re committed to providing you with quality, New Zealand made products and an exceptional standard of customer service.

We hope you love your new purchase – but if something is not quite right, please let us know. You can reach us any time on shop@erinaemery.com.

If you find that your order is not quite suitable and you need to return an item purchased online, you can send it back to us in a unworn condition with all the original packaging within 7 days of receiving it. We’re more than happy to help you find a suitable item as an exchange, organise a credit note for a future purchase, or we can refund you the purchase price if necessary.

Refunds will be made to the original method of payment as soon as we receive your unworn item back. It can sometimes take a couple of days to transfer the amount depending which bank you are with, but we’ll notify you as soon as your refund has been processed.

Sale items or items purchased through a promotion (i.e with a discount code).

I’m afraid we cannot refund items purchased on sale or during a promotion however we would be happy to give you a credit note to use in the future.

Please return to the following address:
Erina Emery Ltd
48 Disraeli Street
Mt Eden
Auckland 1023
New Zealand

We recommend that you use a post or courier company who offer a tracking service. We’re happy to help with your exchange or return but we cannot, however, cover the costs of items being lost in the post. If for any reason you receive a faulty item, we’ll happily cover the cost to send it back to us.

 

EXCHANGE

If you wish to exchange your item for an alternative size, style or colour you have up to 7 days from receiving your goods to make contact with us. We will then confirm availability and send your preferred size/colour.

Unfortunately, your original postage and/or import duty, customs fee and local sales taxes (levies) charged are not refundable.
If you’d like to make an exchange, we’ll cover the delivery fee to send out your replacement item. However, if you need to make any additional exchanges the normal shipping cost will be applied.

If your item is faulty or does not correspond with the item presented on this website you may return it or exchange it. Please contact us as soon as you discover the fault. Once we receive the item we will repair, replace or refund the item within 5 days of receipt. Please note on the return / exchange form your preference in this regard. If the item is faulty we will refund to you the costs of returning the item and cover all shipping costs for the replacement or repaired item.

Should a fault appear after an item has been worn/used, it would be appreciated if you could clean it prior to returning it to us.

COLOURS

The colour of our clothes on your computer screen can vary depending on the monitor you are viewing them on. Due to this variance we can’t always guarantee that your monitor’s display of a colour will be completely accurate. However, we are happy to describe the colour if that helps! Feel free to email us on shop@erinaemery.com with any questions you have.

PRIVACY

Your privacy is important to us. Please note that all personal details provided will remain with erinaemery.com and will not under any circumstances be distributed to third parties. Your details will be kept on a private database for Erina Emery use only.

All email communications you receive from us have the option for you to unsubscribe on the spot, meaning you will no longer receive communications from us unless it is regarding a transaction or security issue. You are also able to contact us at shop@erinaemery.com if you have any further concerns or issues.

We do not sell or trade your personal information to others. However, we do use other companies and individuals to perform services on our behalf, such as delivering packages, sending mail or emails and processing payments. They will have access to your personal information in order to perform these services, but are not authorised to use your information for any other purpose.

COPYRIGHT

Unless stated otherwise, images, photographs and text on this website are the intellectual property of Erina Emery. You are not permitted to copy or use any of the information represented on the website without prior consent. Any efforts to prejudice the rights of Erina Emery may result in legal action.

By accessing the site you agree that your access is subject to the terms and conditions of the website as well as applicable laws and that you will be solely responsible for your use of this site and all your activity on it. Erina Emery reserves the right to deny access to the site at any time without notice and at our sole discretion. Harassment in any form on the site, including by email is not acceptable.

SECURE SHOPPING

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We accept Visa, Mastercard and American Express.

We do not store or transmit any credit card details to or from this website — all payments are processed on a third-party PCI-compliant payment processor. We currently use PayPal and 2Checkout to process online credit card transactions.

Erina Emery Ltd is a New Zealand registered company.