CUSTOMER CARE

GENERAL SHIPPING PRICES WITH E-MALE LIFESTYLE

Australian Orders Under $100:

$11 Standard Shipping (1-5 business days)

$15 Express Shipping (Next day delivery to Express Post Network areas)

Australian Orders $100 and above:

Free Standard Shipping (1-5 business days)

FREE STANDARD SHIPPING ON ALL AUSTRALIAN ORDERS OVER $100*

When your order crosses that magical $100.00 mark, we’ll shout you eParcel delivery via our trusty partners Australia Post. eParcel delivery takes 1 to 5 business days (orders originate in Brisbane QLD). We’ll email you a tracking number when we ship your order so you can track it on the Australia Post website.

WHAT IF I'M OUT BEING AWESOME WHEN THE ORDER IS DELIVERED?

We want to ensure your parcel will arrive in great condition and securely, so if you are not at home when your package arrives, Australia Post will leave a card with a unique barcode, which you just need to take to the nominated Australia Post branch and pick it up.

AUSTRALIA POST PROOF OF DELIVERY

Where Australia Post provides a proof of delivery to the shipping address provided by the customer in their purchase, Universal Store is not liable for any loss as a result of wrongful delivery. All parcels dispatched from Universal Store are dispatched with a request for signature on delivery. We like to be sure that your order reaches you safe and sound. If you choose to change the delivery instructions (eg Safe Drop), E-Male is no longer liable for the safe delivery of your order.

UNCLAIMED PACKAGES

If items are not claimed from the Australia Post branch and are sent back to us, E-Male will not pay for a second delivery to the customer.

PARCEL LOCKERS

Unfortunately, we do not ship to parcel lockers.

NEED TO TALK TO SOMEONE ABOUT YOUR ORDER?

We're here to help. Call E-MALE Lifestyle on 07 4972 7511 or email us

RETURNS

We want you to be 100% happy with your purchase from us. If you change your mind on any full price item purchased in-store or online, you can return it to any of our retail stores or to our online team within 10 days of receipt for domestic customers.

Cost of return

When returning items to our online team, you are responsible for the cost of the return. It is also your responsibility to ensure the goods reach our premises as we cannot be responsible until they reach us. We recommend using a tracked method of postage to ensure your return arrives to us safely.

To return your order to our online team, please send to:

E-MALE Lifestyle
Shop 18c, Nightowl Shopping Centre,

45 Dawson Road, 
Gladstone QLD 4680

FAULTY ITEMS

As a consumer there are certain guarantees that are made when goods are sold to you, one of which is that goods are of acceptable quality. A product is considered faulty or not of acceptable quality if it:

  • Is not safe, lasting or without faults (taking into account what would reasonably be expected for the type of product and its cost);
  • Does not do all the things you would reasonably expect it to or is not fit for purpose; or
  • Does not match the description made by us, on packaging and labels, or via promotions or advertising.

If an item is not of acceptable quality you may be entitled to a repair, replacement or refund. For details on acceptable quality and faulty goods, please see here.

If you believe there is a fault with an item you have received, please let us know as soon as you become aware of the fault by heading into your local store or contacting our customer service team. You must be able to:

  • Provide the original receipt (or a copy of) or some other form of proof of purchase of the faulty item (where multiple items were purchased in the transaction that includes the faulty item and a credit card/bank statement does not clearly itemise the faulty product, this may not provide sufficient proof of purchase); and
  • Return the product to us (where you are unable to return to a General Pants store with the product for assessment, you are responsible for the cost of return postage unless this cost is significant).

Photographs alone will not be accepted as proof of fault. It is a requirement that the physical product be in our possession prior to the acceptance of your return request. Please note, where an item is deemed faulty, we will happily refund the cost of returning the item to us. Please ensure you keep your postage receipt so that we can facilitate this refund for you.

Where a product requires assessment by the supplier of the goods, this process can take 2-6 weeks. While we will do everything we can to ensure a resolution is reached as quickly as possible, we cannot provide an exact timeframe within which the supplier will assess the product.