Can I change or cancel my order once submitted?

Unfortunately, once you have completed and submitted your order you cannot cancel or change it online. To make any changes please contact customerservice@ebf.com.au

How do I obtain a Tax Invoice for my purchase?

A tax invoice will be emailed to you on completion of order, We will also send a hard copy with the item. If you do not receive your tax invoice, or if you require a further copy, please email your request to customerservice@ebf.com.au

I have completed my order but I can't Check-Out?

Please contact customerservice@ebf.com.au for assistance.

How can I view my previous orders?

Your Account will save all your previous orders in your account. Please go to my Account  and then go to the order history page.

How do I check the status of my order?

Please login to your account and then go to the order history page.

Can I remove items from my shopping cart?

Yes, but only before your order is completed. To remove items from your cart click “remove”.

Can I order/purchase from you if I am outside of Australia?

Yes. If you are located outside Australia you can still purchase from us however we only offer delivery within Australia.

How do I save my order if I am not quite ready to purchase the product/s?

The Empire Website is able to remember what was in your shopping cart from the computer  you used. When you re-enter the site at a later date your shopping basket will still have the items you requested.

Customers with a website Account can also save carts to their account from the checkout page.

Am I able to purchase products from your showroom?

Yes. We would be more then happy for you to visit one of our showrooms. One of our experts will walk and talk you through the quality products we offer. You can then purchase at the Empire  showroom, or in the comfort of your own home or office.
You can even organise a free on-site measure and quote at your office, Contact your nearest store and one of sales consultants will arrange a visit.

What cannot be replaced or returned?

Terms and conditions vary for each item. Please check the product page or email customerservice@ebf.com.au if you have any further questions not covered. Some of Empire’s products are built to order and cannot be returned.

I just received my item but it is faulty. What do I do?

If you believe your item might be faulty, please contact customerservice@ebf.com.au for assistance.
Who pays for postage on return items?
Typically, if an item is DOA (Damaged on Arrival) and we are advised within 7 days from the date you receive it, we will replace the entire product or just the specific part that is damaged free of charge. We will require a photograph to be sent to customerservice@ebf.com.au for an assessment. The Customer will be responsible for all shipping costs involved to return an item after the 7 day, DOA period.
* Please email customerservice@ebf.com.au  if you would like terms relating to a specific item.

I just received my item but I find it uncomfortable and no longer want it. Can I change my mind and return or exchange it?

Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or don’t perform as advertised.
Please contact customerservice@ebf.com.au if you have any concerns.

How do I return an Item?

If you need to return an item, you will require a Return Authorization (RA) number before doing so. Please contact customerservice@ebf.com.au to be issued with an RA number.