Delivery

How much does shipping cost?

Emma & Roe offers free delivery within Australia for all orders over $100. Orders under $100 will be charged a flat fee of $9.90.

How long will my delivery take?

Once your order has shipped, please allow 2-7 business days for delivery depending on your location. Orders requiring ring sizing take up to three (3) additional business days to complete.

What could delay my order?

Whilst we endeavour to fulfil all orders, please be aware that some styles may not be available at the time of dispatch, particularly during sale or high demand periods like Christmas. If an item becomes unavailable , we will attempt to locate it at another store and dispatch it to you as soon as possible. We will notify you if we are unable to fulfil your order.

We work hard to protect our customer's personal and financial information from being used in a fraudulent manner. We undertake efforts to verify the security and privacy of all orders. Due to these efforts, most orders take a minimum of 1 - 2 business days before being approved for shipment.

You can check the status of your order by logging in to your account, or for additional assistance regarding your order, please email online@emmaandroe.com.au or free call 1800 44 3662 and ensure you have your order number handy.

How do I track my order?

When your order is shipped, we will send an email containing a consignment number and tracking ID. Simply follow the link in the email to track the delivery of your parcel.

Alternatively you can track your delivery on the Star Track website

Do I need to sign for the delivery?

For security reasons, a signature is required for all deliveries.

I’ve missed my delivery, what now?

If you’re not present when the delivery arrives, a notice will be left at your address providing details of alternate delivery or pick-up arrangements.

StarTrack will deliver the item to your nearest Australia Post location for pickup.

Do you ship internationally?

From this website you can make purchases for delivery to Australian postal addresses. We require correct and complete addresses, including a company name where necessary, and at least one contact telephone number.

To purchase and ship within New Zealand, visit www.michaelhill.co.nz/charms

To purchase and ship within Canada, visit www.michaelhill.ca/charms

To purchase and ship within the United States, visit www.michaelhill.com/charms

Can I change my delivery address?

We process and pack your order as soon as possible. This means that your shipping address can only be changed if your order has not been processed by our warehouse team. To change your shipping address, please contact our Customer Service team as soon as possible on free call 1800 44 3662.

Returns

What if I have changed my mind about an item?

We want to inspire and delight you with your Emma & Roe purchase, so if for any reason you are not satisfied with your purchase, you may return it within 30 days of delivery for a full refund, subject to meeting the requirements of our refund policy.

What if my item is faulty?

If the item you have received is faulty, please contact our Customer Service team on free call 1800 44 3662 or email online@emmaandroe.com.au, and we will resolve the issue as quickly as possible.

What if the item I received is not the one I ordered?

If you have received an item different to the one that you ordered, please contact our Customer Service team on free call 1800 44 3662 or email online@emmaandroe.com.au, and we will resolve the issue as quickly as possible.

Can I return Sale/Clearance items?

Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law).

Can I return my item to a Emma & Roe store?

Absolutely! You will need to meet all requirements of the Emma & Roe refund policy. Please ensure that you take a printed copy of your shipping or order confirmation email into store to confirm your purchase details.

How do I return my purchase online?

  1. Contact our Customer Service team on free call 1800 44 3662 or email online@emmaandroe.com.au to initiate a return. You’ll need to provide your order number, contact details and reason for return.
  2. Items should be returned in their original packaging with the original product tags attached and with all paperwork. Include a copy of your returns slip or shipping or order confirmation email in the package.
  3. All shipping return charges must be pre-paid. We cannot accept cash on delivery returns. We require that returned items are insured during delivery (such as Australia Post ‘Extra Cover’) to safeguard against loss. Emma & Roe will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.

All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 15 business days of receiving your returned item.

How long do I have to return my purchase?

You may return new items purchased from Emma & Roe online within 30 days of delivery for a full refund, subject to our refund policy.

When will I receive a refund?

We will process your refund within 15 business days of receiving the returned item at our warehouse. Your financial institution may take additional time to transfer funds back into your account.

How will I be refunded?

We refund you the same way that you initially paid for your order. For Credit Card and PayPal payments, your refund will be credited into the same account your payment originated from.

Ordering

Help! Can you assist me to complete my order?

Our Customer Service team is happy to assist you with your order. Please call us on free call 1800 44 3662.

What payment methods do you accept?

We accept payment by Visa, MasterCard, American Express and PayPal.

Your card will be debited when we ship your order.

Can I use my Gift Card online?

Gift Cards can only be redeemed instore. Find you nearest Emma & Roe store using our store locator.

Why isn’t my credit card being accepted?

Please contact your bank or financial institution to rule out any errors from their perspective. You could try an alternate credit card or use PayPal to finalise your order. If you still have an issue, please contact our Customer Service team on free call 1800 44 3662 or email online@emmaandroe.com.au, noting any errors appearing on screen.

Where is my order?

View the status of your orders on the My Account page. You will need to either login or provide your order number and postcode.

We work hard to protect our customer's personal and financial information from being used in a fraudulent manner. We undertake efforts to verify the security and privacy of all orders. For this reason, most items take a minimum of 1 to 2 full business days before being approved for shipment.

Please allow 2-7 business days to deliver depending on your location.

For additional assistance regarding your order, please contact us on free call 1800 44 3662.

Why can’t I apply my promotion code to an order?

Please check that you order meets the criteria of the promotion code. This may include a minimum spend amount, a specified expiry date and if the promotion code applies to sale items. Promotion codes are case sensitive so please enter the exact code during checkout. If you still have an issue, please contact our Customer Service team on free call 1800 44 3662 or email online@emmaandroe.com.au, noting any errors appearing on screen.

How do I know my order was successful?

All successful transactions will receive a confirmation email within 30 minutes of purchase. If you have not received your confirmation email, please check your email spam or junk folders before placing your order again. If you still haven’t received your email, please contact our Customer Service team on free call 1800 44 3662 or email online@emmaandroe.com.au.

Who do I contact is there is a problem with my order?

Please email online@emmaandroe.com.au or free call 1800 44 3662. Please ensure you have your order number handy.

How do I create a new account?

Simply click ‘Login/ Register’, located at the top of the page and then click ‘Create Account’. Fill in your details and click ‘Update’. Registration should now be complete and you will receive a confirmation email shortly.

Creating an account will allow you to create wishlists, submit product reviews, check prior orders and checkout faster.

How do I update my account details?

Simply click ‘Login/ Register’ or your name, located at the top of the page to access the ‘My Account’ page. From here you can update your personal information, add addresses and credit card details as well as allowing you to review prior orders.

Frequently Asked Questions

Where is my nearest Emma & Roe store?

Use our Store Locator to find your nearest Emma & Roe store.

How do I create a new account?

Simply click ‘Login/ Register’, located at the top of the page and then click ‘Create Account’. Fill in your details and click ‘Update’. Registration should now be complete and you will receive a confirmation email shortly.

Creating an account will allow you to create Wishlists, check prior orders and checkout faster.

How do I update my account details?

Simply click ‘Login/ Register’ or your name, located at the top of the page to access the ‘My Account’ page. From here you can update your personal information, add addresses and credit card details as well as allowing you to review prior orders.

What’s my ring size?

To find your bracelet or ring size, download our Size Guide

If you’re still unsure, you can avoid resizing issues by visiting your local Emma & Roe store for a personalised size assessment.

How do I care for my Emma & Roe jewellery?

With our simple care tips, your special piece will sparkle for years to come.

Can I purchase an item that I saw online from my local Emma & Roe store?

Most of the items that are offered online can be purchased at your local Emma & Roe store, however we do carry Clearance and Online Exclusive items that may not be available at your local retail store.

Additionally, your local Emma & Roe store may carry some items that are not offered online. Be sure to call ahead to confirm that the item you want is in stock.

How do I subscribe to your newsletter?

Simply enter your email in the space provided at the bottom right of every page on the site, and click ‘Join’. If you create an account with Emma & Roe you will also be automatically included on our mailing list, unless you choose to opt out. Creating an account will also allow you to create Wishlists, check prior orders and checkout faster.

How do I unsubscribe from your newsletter or emails?

Simply click the ‘unsubscribe’ link at the bottom of any of our emails, or email online@emmaandroe.com.au and request removal from our mailing list.

Can I purchase an extended warranty?

The Emma & Roe Professional Care Plan offers you peace of mind protection on your valued purchase. Professional Care plans are available in both three (3) year and lifetime packages.

Visit any Emma & Roe store within 30 days of receiving your order for details, and to purchase a Professional Care Plan.

How can I provide feedback?

We’d love to hear your feedback about our website, stores, staff and products. You can provide feedback by emailing online@emmaandroe.com.au, or quickly provide feedback by clicking the ‘Give Feedback’ bubble at the bottom right of every page on our website.

Can you do engravings?

No, unfortunately we do not offer an engraving service.

Do you offer Layby?

We do offer a layby service in store. Our normal terms require a 25% initial deposit, a non-refundable administration fee ($15) and payment of the balance within three months of the original transaction date. Some products cannot be put on layby so check with your local Emma & Roe store.

WISHLISTS

How do I create a Wishlist?

Your Wishlist can be used to create shareable gift suggestions, shopping lists, or just to drop a hint. To get started, create a Emma & Roe account and ensure you are signed in. When you see something you like, simply click the 'Add to Wishlist' button on the product page and the item will move to your Wishlist.

How do I add or remove a product?

When you see something you like, click on 'Add to Wishlist' on the product page.

If you'd like to remove an item from your list, simply click ‘Remove’ on that item from your Wishlist page.

How do I share my wishlist?

You can share your wishlist several ways:

  • Simply click the ‘Send to a Friend’ button to send your wishlist to a friend via email.
  • Click ‘Share Wishlist’ button to share your wishlist on Facebook, Twitter or via other social sites.
  • Copy and paste the URL of your wishlist to send to friends any way you choose.
  • Click ‘Make Wishlist Public’ to make your wishlist searchable by others.

How do I purchase from my wishlist?

Shopping from your wishlist is easy:

  • Simply click ‘Add to Bag’ next to the item you wish to purchase.
  • Review items in your bag by clicking the Shopping Bag at the top of the page, then click the ‘Checkout’ button to complete your order
  • Your friends or family can also purchase items from your wishlist if you’ve shared it.

Are items in my wishlist reserved?

Products in your wishlist are not reserved for you and can sell out at any time. Products labelled ‘Low Stock’ may sell out, so purchase early to avoid disappointment.

PRIVACY & SECURITY

How secure is my credit card and personal information?

Your security while shopping online with Emma & Roe is extremely important to us, and we’ve taken all reasonable measures to make sure your credit card and personal details are kept safe at all times.

All areas of our website that require you to enter your personal information or payment details are secure, using 128 bit SSL encryption.

To check that the page you are viewing is secure, look for a padlock icon to the left of the address bar within your browser.

 

How do you deal with my personal information?

We want your online and instore experience to be enjoyable and we take care to respect your privacy when you visit our stores and our web site. We do this gladly because we know that if you have a good experience with us, you will want to visit our web site and our stores again... and maybe even tell your friends about us.

At Emma & Roe, we are bound by the Privacy Act 1988 (Cth) and the National Privacy Principles, which govern the way private sector organisations collect, use, keep secure and disclose personal information. This privacy policy applies to personal information collected by us. It includes information on how Emma & Roe collects, uses, discloses and keeps secure, individuals' Personal Information. It also covers how Emma & Roe makes the Personal Information it holds available for access to and correction by the individual.

Generally, we use the information we collect about you for two purposes: to facilitate your order and to create a better, more personalised experience for you. You can view full details on our privacy policy.

Privacy Policy

Privacy Policy Highlights | Privacy Policy | Privacy Collection Notification Statement |Cross Border Disclosures of Personal Information | Credit Reporting Policy

In this Privacy Policy, the expressions “Emma & Roe”, "we", "us" and "our" are a reference to Emma & Roe Pty Ltd (ACN 168 234 160) and Emma & Roe Online Pty Ltd (ACN 168 235 514) and its Australian Related Bodies Corporate (as defined by the provisions of the Corporations Act 2001 (Cth)).

At Emma & Roe, we want your online and in-store experience to be enjoyable and we take care to respect your privacy when you visit our website and our stores. We endeavour to handle your personal information responsibly and to act fairly and honestly with all our customer transactions. We do this gladly because we know that if you have a good experience with us, you will want to visit our website and our stores again... and maybe even tell your friends about us.

This Privacy Policy applies to personal information collected by us. We are bound by the Australian Privacy Principles and the Privacy Act 1988 (Cth), which govern the way private sector organisations collect, use, keep secure and disclose personal information.

The purpose of this Privacy Policy is to generally inform people of:

  • how and when we collect personal information;
  • how we use and disclose personal information;
  • how we keep personal information secure, accurate and up-to-date;
  • how an individual can access and correct their personal information; and
  • how we will facilitate or resolve a privacy complaint.

If you have any concerns or complaints about the manner in which your personal information has been collected, used or disclosed by us, we have put in place an effective mechanism and procedure for you to contact us so that we can attempt to resolve the issue or complaint.

Please see Section 14 for further details.

We can be emailed at online@emmaandroe.com.au or write to us at GPO Box 2922, Brisbane, Australia and our privacy officer will then attempt to resolve the issue. We recommend that you keep this information for future reference.

1. What is personal information?

The Privacy Act 1988 (Cth) defines “personal information” to mean any information or an opinion about an identified individual, or an individual who is reasonably identifiable:

  • whether the information or opinion is true or not; and
  • whether the information or opinion is recorded in a material form or not.

2. The kinds of personal information collected, used and disclosed by Emma & Roe

We will only use or disclose your personal information for the primary purposes for which it was collected or as consented to by you.

At or around the time we collect personal information from you, we will endeavour to provide you with a notice which details how we will use and disclose that specific information.

We set out some common collection, use and disclosure instances in the table below.

Purpose
Type of Information Uses Disclosures
Sales and enquiries (online and in-store)
  • Contact information: Such as your name, email address, postal and residential addresses, phone numbers, country of residence (and, if applicable, age).
  • Life-event information: Such as your date of birth and other anniversaries (wedding, birthday, partner’s birthday etc).
  • Product Information: Such as products or services you are interested in or products or services that you have purchased from us or our affiliated partners and organisations.
  • Transactional information: Such as
    • Product details and order summary.
    • Details in relation to your financial institution.
    • Payment card type.
    • Card number.
    • Expiry date.
    • CVV number.
    • Proof of ID (e.g. driver’s licence).
  • In-store security information: Such as in-store CCTV footage, photographs or information used to secure ecommerce transactions.
  • Customer services: Information collected in connection with us recording calls to our customer services department for quality assurance purposes.
    The types of uses we will make of personal information collected for this type of purpose include:

  • Identity verification: if required, the verification of your identity and age.
  • Sales and delivery: the provision of our products and services to you including:
    • Using your personal information in our point-of-sale messaging application “Leadbooks”, in order to contact you regarding products, services or events we think would be of interest to you.
    • Payment processing, including charging, credit card authorisation, verification and debt collection.
    • Checks for financial standing and credit-worthiness (as detailed in our Credit Reporting Policy).
    • Delivery.
  • After-sale services:
    • Refunds, exchanges, warranty claims or repairs.
    • Uses in connection with purchased Professional Care Plans.
    • Details of current and past products purchased.
    • To provide customer service functions, including handling customer enquiries and complaints.
    • To provide you with product awareness information.
  • Marketing and consumer analytics: using your personal information to:
    • Aggregate with other information we hold about you, and to then use that data for marketing and consumer analytics.
    • Offer you updates, or other content or products and services or events that may be of interest to you.
    • Improve our services (including contacting you about those improvements and asking you to participate in surveys and reviews about our products and services).
    • Marketing and promotional activities by us (including by direct marketing by mail, telemarketing, email, SMS and MMS messages) such as our customer loyalty programs and newsletters.
  • General administrative and security use:
    • To protect Emma & Roe stores and websites from security threats, theft, fraud, burglary or other criminal activities.
    • The use of your personal information collected in the administration and management of Emma & Roe.
    • The maintenance and development of our products and services, business systems and infrastructure.
    • In connection with the sale of any part of Emma & Roe’s business or a company owned by a Emma & Roe entity.
    • To provide customer services to customers and for quality assurance purpose when calls are made to our customer services department
    The types of disclosures we will make of personal information collected for the type of purposes listed include, without limitation, to:

  • Third party service providers utilised in connection with our point-of-sale messaging application “Leadbooks”.
  • Service providers (including IT service providers).
  • Related bodies corporate of Emma & Roe (including related entities in New Zealand, Canada and the United States of America). For the avoidance of doubt, this includes companies in the Michael Hill Group of Companies as listed in our Cross Border Disclosures Table.
  • Staff members of companies in the Michael Hill Group of Companies (as listed in our Cross Border Disclosures Table) as there may be some common use of staff between Emma & Roe entities and Michael Hill Group of Companies to assist with providing our products and services to you. Third parties connected with the sales and after sales process including, payment platform providers, financial institutions, credit service providers and credit reporting bodies.
  • Third parties connected with the sales process including, on our behalf and any third party providers who provide us with ecommerce services, or who assist us in providing our products and services to you.
  • Third parties connected with the marketing process including, messaging service providers, marketing list providers or other third parties who assist us in providing our products and services to you.
  • Third parties in connection with the sale of any part of Emma & Roe’s business or a company owned by a Emma & Roe entity.
  • As required or authorised by law.
Credit services
  • Contact and identifying information:
    • Your name.
    • Address, previous address, time spent at current address and previous address.
    • Date of birth.
    • Marital status.
    • Email address.
    • Residential status (rent, board, home owner etc).
    • Number of dependants (spouse, children, etc).
    • Details of required primary identification information (such as a current Australian drivers licence, passport, birth certificate, etc).
    • Details of required secondary identification information (such as a utility bill, rates, Centrelink statement etc).
    • Alternative Contact (name, address and phone number).
  • Credit information: Personal credit information relating to your financial standing, credit and credit worthiness, including, but not limited to:
    • Employment status and details (including time worked and industry).
    • Financial details (weekly income, share of living expenses, mortgage and loan payments, number of credit/store cards, balance and limits of store/credit cards).
    • Requested credit limit.
  • Credit reporting:
    • The processing of any application and the consideration of your credit information.
    • The processing of any payments, refunds or exchanges.
    • For full details relating to uses of personal information in relation to any credit services which are offered via Emma & Roe, please refer to our Credit Reporting Policy.
  • Marketing: In addition, we may also use this type of personal information for marketing purposes (including direct marketing) and:
    • To aggregate with other information we hold about you, and to then use that data for marketing and consumer analytics.
    • Offer you updates, or other content or products and services that may be of interest to you.
    • Improve our services (including contacting you about those improvements and asking you to participate in surveys about our products and services).
    • Marketing and promotional activities by us (including by direct mail, telemarketing, email, SMS and MMS messages) such as our customer loyalty programs and newsletters.
  • General administrative and security use:
    • To protect Emma & Roe stores and websites from security threats, theft, fraud, burglary or other criminal activities.
    • The use of your personal information collected in the administration and management of Emma & Roe.
    • The maintenance and development of our products and services, business systems and infrastructure.
    • In connection with the sale of any part of Emma & Roe’s business or a company owned by a Emma & Roe entity.
In summary, we may disclose this type of personal information to:
  • The third party credit provider who is (or may) provide the credit services to you, the details of which are set out in our Credit Reporting Policy.
  • Credit reporting agencies and credit providers, the details of which are set out in our Credit Reporting Policy.
  • Our contractors and agents, including but not limited to third party providers who undertake our bill and/or credit services on our behalf and any third party providers who provide us with ecommerce services, or who assist us in providing our products and services to you.
  • Offshore and Australian service providers (including IT service providers), if any.
  • To third parties in connection with the sale of any part of Emma & Roe’s business or a company owned by a Emma & Roe entity.
  • Related bodies corporate of Emma & Roe (including related entities in New Zealand, Canada and the United States of America). For the avoidance of doubt, this includes companies in the Michael Hill Group of Companies as listed in our Cross Border Disclosures Table.
  • Staff members of companies in the Michael Hill Group of Companies (as listed in our Cross Border Disclosures Table) as there may be some common use of staff between Emma & Roe entities and Michael Hill Group of Companies for purpose of providing credit services.
  • As required or authorised by law.
  • For full details relating to disclosures of personal information in relation to any credit services which are offered via Emma & Roe, please refer to our Credit Reporting Policy.
Marketing services which includes social media
  • Contact information: Such as your name, email address, current postal and residential addresses, phone numbers, country of residence (and, if applicable, age).
  • Life-event information: Such as your date of birth, anniversaries (wedding, birthday, partner’s birthdays etc).
  • Product and service interests: Such as:
    • Products or services you are interested in.
    • Products or services that you have purchased.
    • Aggregated information provided by services such as Google Analytics and Remarketing.
  • Social media activity: Including “likes”, comments posted, any of your oppositions or feedback, photos posted or uploaded and other information pertaining to your social media activities which concern, or relate, to Emma & Roe.
  • Events: including your attendance at any event and participation in any competitions or promotions, photos taken or any reviews or product preferences provided by you.
  • Digital device information: Information which identifies your digital devices, such as the media access control address (or MAC address) of your mobile phone or other digital devices.
  • General marketing and consumer analytics: using your personal information to:
    • Aggregate with other information and to then use it for marketing and consumer analytics.
    • Offer you updates, or other content or products and services that may be of interest to you.
    • Improve our services (including contacting you about those improvements and asking you to participate in surveys or reviews about our products and services).
    • Marketing and promotional activities by us (including by direct mail, telemarketing, email, SMS and MMS messages) such as our customer loyalty programs and newsletters.
    • In connection with the sale of any part of Emma & Roe’s business or company.
  • Online accounts or social media: If you create an account with Emma & Roe, attend an event run or facilitated by Emma & Roe (or its agents) or participate in our social media platforms (such as Facebook, Twitter, Google+, YouTube, Instagram) and you provide us your personal information, we will use it for:
    • Drawing and contacting winners.
    • Adding entrants to marketing database.
    • Responding to social media messages.
    • Customer service related contact.
    • Fulfilling social media platform rules.
    • Passport details required for prizes with travel.
  • Identity verification: if required, the verification of your identity and age.
  • Location-based and device-based marketing: we may use information we collect about your geographical location and digital devices (such as your device MAC address) to send you marketing communications.
We may disclose your personal information to:
  • Related bodies corporate of Emma & Roe (including related entities in New Zealand, Canada and the United States of America). For the avoidance of doubt, this includes companies in the Michael Hill Group of Companies as listed in our Cross Border Disclosures Table.
  • Staff members of companies in the Michael Hill Group of Companies (as listed in our Cross Border Disclosures Table) as there may be some common use of staff between Emma & Roe entities and Michael Hill Group of Companies for purpose of providing marketing services which includes social media.
  • Our third party partners, such as magazines, media companies who assist us with a competition or promotion.
  • Service providers (including IT service providers).
  • Third party service providers utilised in connection with our point-of-sale messaging application “Leadbooks”.
  • Third parties in connection with the sale of any part of Emma & Roe’s business or a company owned by a Emma & Roe entity.
  • Third parties connected with the marketing process including, messaging service providers, marketing list providers or other third parties who assist us in providing our products and services to you.
  • As required or authorised by law.
Human resources
  • Contact information: Such name, e-mail address, current postal and residential address, phone numbers, country of residence, next of kin contact details.
  • Employee record information
  • Identifying information: Such as your photo, passport and residency details, date of birth.
  • CV, resume or candidacy related information: Such as the details provided in your resume or CV, your eligibility to work in Australia, your education, previous employment details, professional memberships or trade qualifications.
  • Tax, superannuation and payroll information: Such as your Tax File Number and ATO Declaration, Superannuation details and financial institution details.


  • Background check information: Information obtained from you or third parties to perform background checks. In order to perform background checks we may require the following types of information from you:
  • Birth certificate, passport or citizenship certificate.
  • Address over last 5 years.
  • Driver’s licence details and medicare number.
  • Land rate or water rates or other type of utility bill.
  • Credit or debit card details.
  • If applicable, marriage certificate.
  • We may perform the following types of background checks:
  • Bankruptcy and directorship search and company checks
  • Criminal history.
  • Social media activity.
  • Medical or health information which you voluntarily provide to us (we do not require you to provide this information unless it is related to an incident which has occurred during the course of your employment).
  • Performance related information: Including information and metrics collected by Emma & Roe systems in the course of the employee or contractor’s engagement with Emma & Roe.
  • Information collected from referees
  • Security information: Such as CCTV security.
  • Background checks: Utilising the information collected for the purpose of assessing candidate suitability for role, including by obtaining:
    • Verification of your identity and age.
    • Criminal history background checks including publically available information including Facebook, Twitter, Instagram, YouTube.
    • Confirmation of eligibility to work in Australia.
    • Confirmation of education and qualifications.
    • Confirmation of previous employment.
    • Consideration regarding medical leave.
  • Administration and performance monitoring use: Utilising the information collected for the purpose of:
    • Dealings related to the employer/employee relationship or the contractor/principal relationship (as the case may be).
    • Use of such information whether or not the employment or contractor relationship is prospective, current or past.
    • To facilitate any purchase of any products and associated discounts.
    • Use of such information to monitor systems, performance and time usage and internet usage.
  • General administrative and security use:
    • To protect Emma & Roe stores, systems and websites from security threats, fraud, theft, burglary or other criminal activities.
    • The use of your personal information collected in the administration and management of Emma & Roe.
    • In connection with the sale of any part of Emma & Roe’s business or a company owned by a Emma & Roe entity.
We may disclose your personal information to:
  • Superannuation – Super Choice.
  • The Australian Taxation Office.
  • Relevant Worker’s Compensation organisation (e.g. WorkCover, Alliance, etc).
  • Third party referees provided by you in connection with an application made to Emma & Roe.
  • Service providers (including IT service providers), if any.
  • Recruitment agents used in connection with your application with us.
  • Third parties in connection with the sale of any part of Emma & Roe’s business or a company owned by a Emma & Roe entity.
  • Third party parties in connection with obtaining any background checks, pre-employment screening (including without limitation psychometric services) or loss prevention consultation and implementation programs.
  • Financial institutions for payroll purposes.
  • Related bodies corporate of Emma & Roe (including related entities in New Zealand, Canada and the United States of America). For the avoidance of doubt, this includes companies in the Michael Hill Group of Companies as listed in our Cross Border Disclosures Table.
  • Staff members of companies in the Michael Hill Group of Companies (as listed in our Cross Border Disclosures Table) as there may be some common use of staff between Emma & Roe entities and Michael Hill Group of Companies for purpose of providing marketing services which includes social media.
  • As required or authorised by law.

3. How Emma & Roe collects and holds personal information

3.1 Collection generally

As much as possible or unless provided otherwise in this Privacy Policy or a notification, we will collect your personal information directly from you. Most often, this personal information will be collected from you in connection with a purchase you make from us (whether online or in-store).

When you engage in certain activities online or in-store, such as entering a contest or promotion, filling out a survey or sending us feedback, we may ask you to provide certain information. It is completely optional for you to engage in these activities.

Depending upon the reason for requiring the information, some of the information we ask you to provide may be identified as mandatory or voluntary. If you do not provide the mandatory information or any other information we require in order for us to provide our products or services to you, we may be unable to provide our products or services to you in an effective manner, or at all.

3.2 Other collection types

We may also collect personal information about you from other sources, such as competitions and also from third parties. Some examples of these alternative collection events are:

  • (a) trade promotions, competitions and games (whether in-store or online), including those run by us or run by third parties who participate with us;
  • (b) when we collect personal information about you from someone you know, such as someone who buys a gift for you and your personal information is provided in connection with the purchase of that gift;
  • (c) when we use digital devices and applications to automatically collect information about the digital devices you use near our stores or to otherwise interact with us; when we collect personal information about you from a referee provided by you on an application made with us;
  • (d) when we collect personal information about you from credit reporting bodies, in connection with any credit applications made with us or through us as an agent for a third party credit provider;
  • (e) when we collect personal information about you from third parties (including other retailers) as part of a co-promotion that we participate in; or
  • (f) when we collect personal information about you from publically available sources including but not limited to court judgments, directorship and bankruptcy searches, Australia Post, White Pages directory, and social media platforms (such as Facebook, Twitter, Google, Instagram etc).

3.3 Notification of collection

If we collect details about you from someone else, we will, whenever reasonably possible, make you aware that we have done this and why, unless special circumstances apply, including as described in this clause 3.3(a) to 3.3(d) below. Generally speaking, we will not tell you when we collect personal information about you in the following circumstances:

  • (a) where information is collected from third party credit reporting bodies;
  • (b) where information is collected from any credit referee, trade referee or personal referee you have listed on any application form (including any employment application) with Emma & Roe;
  • (c) where information is collected from publically available sources including but not limited to court judgments, directorship and bankruptcy searches, social media platforms (such as Facebook, Twitter, Google, Instagram etc); or
  • (d) as otherwise required or authorised by law.

3.4 Unsolicited personal information

In the event we collect personal information from you, or a third party, in circumstances where we have not requested or solicited that information (known as unsolicited information), and it is determined by Emma & Roe (in its absolute discretion) that the personal information is not required, we will destroy the information or ensure that the information is de-identified.

In the event that the unsolicited personal information collected is in relation to potential future employment with Emma & Roe, such as your CV, resume or candidacy related information, and it is determined by Emma & Roe (in its absolute discretion) that it may consider you for potential future employment, Emma & Roe may keep the personal information on its human resource records.

3.5 How we hold your personal information

Once we collect your personal information, we will either hold it securely and store it on infrastructure owned or controlled by us or with a third party service provider who have taken reasonable steps to ensure they comply with the Privacy Act 1988 (Cth). We provide some more general information on our security measures in Section 12 (Data security and quality).

4. Uses and discloses of personal information

4.1 Use and disclose details

We provide a detailed list at Section 2 of some common uses and disclosures we make regarding the personal information we collect.

4.2 Other uses and disclosures

We may also use or disclose your personal information and in doing so we are not required to seek your additional consent:

  • (a) when it is disclosed or used for a purpose related to the primary purposes of collection detailed above and you would reasonably expect your personal information to be used or disclosed for such a purpose;
  • (b) if we reasonably believe that the use or disclosure is necessary to lessen or prevent a serious or imminent threat to an individual’s life, health or safety or to lessen or prevent a threat to public health or safety;
  • (c) if we have reason to suspect that unlawful activity has been, or is being, engaged in; or
  • (d) if it is required or authorised by law.

4.3 Use and disclosure procedures

In the event we propose to use or disclose such personal information other than for reasons set out in the above table at Section 2 or as otherwise outlined in this Privacy Policy, we will first notify you or seek your consent prior to such disclosure or use.

Your personal information is disclosed to these organisations or parties only in relation to the products or services we provide to you or for a purpose permitted by this Privacy Policy.

We take such steps as are reasonable to ensure that these organisations or parties are aware of the provisions of this Privacy Policy in relation to your personal information.

4.4 Communications opt-outs

If you have received communications from us and you no longer wish to receive those sorts of communications, you should contact us via the details set out at the top of this document and we will ensure the relevant communication ceases. Any other use or disclosure we make of your personal information will only be as required or authorised by law or as permitted by this Privacy Policy or otherwise with your consent.

5. Sensitive information

5.1 Sensitive information generally

Sensitive information is a subset of personal information. It means information or opinion about an individual’s racial or ethnic origin, political opinions, membership of a political organisation, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual orientation or practices, criminal record, health information about an individual, genetic information, biometric information that is to be used for the purpose of automated biometric verification or biometric identification or biometric templates.

5.2 Collection and use of sensitive information

In general, we attempt to limit the collection of sensitive information we may collect from you, but depending on the uses you make of our products this may not always be possible and we may collect sensitive information from you in order to carry out the services provided to you. However, we do not collect sensitive information from you without your consent.

The type of sensitive information we may collect about you is dependent on the services provided to you by Emma & Roe and will be limited to the purpose(s) for which it is collected. We set out some types of sensitive information we may collect about you in the “Human resources” section of the table at Section 2 above.

We do not use sensitive information to send you Direct Marketing Communications (as set out in Section 6 below) without your express consent.

5.3 Consent

We may collect other types of sensitive information where you have consented and agree to the collection of such information. Generally speaking, we will obtain this type of consent from you at (or around) the point in time in which we collect the information.

6. Direct Marketing

6.1 Express informed consent

You give your express and informed consent to us using your personal information set out in:

  • (a) the “Sales and enquiries (ecommerce and in-store)” row of the table at Section 2 of this document above;
  • (b) the “Credit services” row of the table at Section 2 of this document above; and
  • (c) the “Marketing services which include Social Media” row of the table at Section 2 of this document above,
  • (d) when we collect personal information about you from credit reporting bodies, in connection with any credit applications made with us or through us as an agent for a third party credit provider;

to provide you with information and to tell you about our products, services or events or any other direct marketing activity (including third party products, services, and events, this includes products, services, events of any other direct marketing activity from a company in the Michael Hill Group of Companies as listed in our Cross Border Disclosure Table) which we consider may be of interest to you, whether by post, email, SMS, messaging applications and telephone (Direct Marketing Communications).

6.2 Inferred consent and reasonable expectations of direct marketing

Without limitation to paragraph 6.1, if you have provided inferred or implied consent (e.g. not opting out where an opt-out opportunity has been provided to you) or if it is within your reasonable expectation that we send you Direct Marketing Communications given the transaction or communication you have had with us, then we may also use your personal information for the purpose of sending you Direct Marketing Communications which we consider may be of interest to you.

6.3 Opt-out

If at any time you do not wish to receive any further Direct Marketing Communications from us or others under this Section 6, you may ask us not to send you any further information about products and services and not to disclose your information to other organisations for that purpose. You may do this at any time by using the “unsubscribe” facility included in the Direct Marketing Communication or by contacting us via the details set out at the top of this document.

7. Online Information

7.1 Online information generally

We endeavour to provide clear, complete and up-to-date information online about our business and the products and services we offer. This includes how to get in touch with us. This information helps you to make informed choices.

7.2 Online contracts and ecommerce

We keep complete and accurate records of online contracts when you accept one of our offers. Our system also helps you to keep an accurate record so there is no confusion about the contract.

If you have a problem with any of our products or services that you receive from us, our website provides further information about how to make a complaint, obtain redress or pursue dispute resolution. We can be emailed at online@emmaandroe.com.au if there is a problem.

7.3 Collections of personal information via linked websites

This website may offer links to other websites. Those websites may also collect your personal information (including information generated through the use of cookies) when you visit them. We are not responsible for how such third parties collect, use or disclosure your personal information, so it is important to familiarise yourself with their privacy policies before providing them with your personal information.

7.4 Uses and disclosures for cross border shipments

If you engage in electronic commerce on this website, please be aware that cross border shipments are subject to opening and inspection by customs authorities. In order to facilitate customs clearance and comply with local laws, we may provide certain order, shipment and product information (such as name and titles) to our international carriers and such information may be communicated by the carriers to customs authorities. Customs authorities require the value of the product item to be stated directly on the package.

7.5 Cookies and IP addresses

If you use our website, we may utilise "cookies" which enable us to monitor traffic patterns, trends and to serve you more efficiently if you revisit a Emma & Roe website or store. In most cases, a cookie does not identify you personally but may identify your internet service provider or computer.

We may gather your IP address as part of our business activities and to assist with any operational difficulties or support issues with our services. This information does not identify you personally.

However, in some cases, cookies may enable us to aggregate certain information with other personal information we collect and hold about you. Emma & Roe extends the same privacy protection to your personal information, whether gathered via cookies or from other sources, as detailed in this Privacy Policy.

You can set your browser to notify you when you receive a cookie and this will provide you with an opportunity to either accept or reject it in each instance. However, if you disable cookies, you may not be able to access certain areas of our websites or take advantage of the improved web site experience that cookies offer.

8. Google Analytics, Display Advertising and Remarketing

8.1 Persistent cookies

We use persistent cookies to enable basic web traffic analysis using Google Analytics which, for example, shows us which areas of our website are popular against those that are not visited often. This allows us to prioritise our enhancements to our website and increase the productivity of our website. We also use persistent cookies in relation to affiliate marketing with web based traffic through affiliate networks.

8.2 Google features

We undertake and use the following Google features on our website, Google Analytics, Google Adwords, Remarketing and DoubleClick. These features do not use any sensitive personal information you have provided us, nor do they use any personal information. We do not facilitate the merging of your personal information with any non-personal information unless we notify you and you opt-in to that merger

Google may include in-ads notice labels to disclose interest-based advertising to you. Third-party vendors and search engines, including Google, will show Emma & Roe ads on websites and search-results across the Internet. Emma & Roe and third-party vendors, including Google, use first-party cookies (such as the Google Analytics cookie) and third-party cookies (such as the DoubleClick cookie) together to inform, optimise, and serve ads based on an individual's past visits to the Emma & Roe websites.

We will not facilitate the merging of personal information with non-personal information previously collected from Display Advertising features that are based on the DoubleClick cookie, unless we notify you and you opt-in to that merger.

8.3 Google Remarketing

We also use Google Remarketing with Google Adwords and Google Analytics to display content specific advertisements to visitors that have previously visited our website when those visitors go to other websites that have implemented the Google Display Network.

8.4 Opt-out via Google

As a visitor to our website, you can opt out of Google's use of cookies by visiting Google's Ads Settings and you can opt out of Google’s DoubleClick’s use of cookies by visiting the DoubleClick opt-out page . Alternatively, you can opt out of a third-party vendor's use of cookies by visiting the Network Advertising Initiative opt out page.

9. Credit Information and our Credit Reporting Policy

9.1 Credit information generally

The Privacy Act 1988 (Cth) contains provisions regarding the use and disclosure of credit information, which applies in relation to the provision of both consumer credit and commercial credit.

9.2 Credit information and Emma & Roe

When you apply for credit in relation to any products or services you may purchase from Emma & Roe, or where you agree to be a guarantor, we may need to (or our credit provider may need to) carry out credit reference checks in relation to you. One of the credit checks will include, but is not limited to, obtaining a credit report about you.

9.3 Consent

To the extent necessary, you give your express voluntary consent to Emma & Roe and its credit provider to obtaining credit reports about you from credit reporting bodies. We, or our credit provider, use credit related information for the purposes set out in the “Credit services” section of the table at Section 2 above and our Credit Reporting Policy which includes but is not limited to using the information for our own internal assessment of your credit worthiness.

9.4 Storage and access

To the extent we are required to keep a copy of your application for credit, we will store any credit information you provide us, or which we obtain about you, with any other personal information we may hold about you.

You may request to access or correct your credit information in accordance with the provisions of Section 13 and the provisions of our Credit Reporting Policy.

9.5 Complaints

Please see Section 14 and the provisions of our Credit Reporting Policy if you wish to make a complaint in relation to our handling of your credit information.

9.6 Credit providers and credit reports

Our credit service providers obtain credit reports from credit reporting bodies. More information about this is set out in our Credit Reporting Policy (including information about how those credit report bodies can be contacted).

9.7 Our Credit Reporting Policy

Please see our Credit Reporting Policy for further information as to the manner in which we collect, use, store and disclosure credit information.

10. Anonymity and pseudo-anonymity

To the extent practicable and reasonable, we will endeavour to provide you with the option of dealing with Emma & Roe on an anonymous basis or through the use of a pseudonym. However, there may be circumstances in which it is no longer practicable for Emma & Roe to correspond with you in this manner and your personal information may be required in order to provide you with our products and services or to resolve any issue you may have.

11. Cross Border Disclosure

11.1 Cross border disclosures

Any personal information collected and held by Emma & Roe may be disclosed to, and held at, a destination outside Australia, including but not limited to the jurisdictions set out in our Cross Border Disclosures Table.

Generally speaking this may be because Emma & Roe (being part of the Michael Hill Group of Companies which is a global group of organisations), and its related entities operate in other jurisdictions. Personal information may also be processed by staff or by other third parties operating outside Australia who work for us or for one of our suppliers, agents, partners or related companies.

In addition we may utilise overseas IT services (including software, platforms and infrastructure), such as data storage facilities or other IT infrastructure (Cross Border IT Services). In such cases, we may own or control such overseas infrastructure or we may have entered into contractual arrangements with third party service providers to assist Emma & Roe with providing our products and services to you.

Notwithstanding paragraph 11.1, as we utilise Cross Border IT Services and platforms which can be accessed from various countries via an Internet connection, it is not always practicable to know where your information may be held. If your information is stored in this way, disclosures may occur in countries other than those listed in the Cross Border Disclosures Table.

11.2 Provision of informed consent

By submitting your personal information to Emma & Roe, you expressly agree and consent to the disclosure, transfer, storing or processing of your personal information outside of Australia. In providing this consent, you understand and acknowledge that countries outside Australia do not always have the same privacy protection obligations as Australia in relation to personal information. However, we will take steps to ensure that your information is used by third parties securely and in accordance with the terms of this Privacy Policy.

The Privacy Act 1988 requires us to take such steps as are reasonable in the circumstances to ensure that any recipients of your personal information outside of Australia do not breach the privacy principles contained within the Privacy Act 1988. By providing your consent, under the Privacy Act 1988, we are not required to take such steps as may be reasonable in the circumstances. However, despite this, we acknowledge the importance of protecting personal information and have taken reasonable steps to ensure that your information is used by third parties securely and in accordance with the terms of this Privacy Policy.

11.3 If you do not consent

If you do not agree to the disclosure of your personal information outside Australia by Emma & Roe, you should (after being informed of the cross border disclosure) tell Emma & Roe that you do not consent. To do this, either elect not to submit the personal information to Emma & Roe after being reasonably informed in a collection notification or please contact us via the details set out at the top of this document.

12. Data security and quality

12.1 Emma & Roe’s security generally

In this age of internet shopping, we have learned that customers require peace of mind when it comes to the security of using the internet. We have taken steps to help ensure your credit card details and other personal information is safe and protected from unauthorised access, use, disclosure, alternation, or destruction. You will appreciate, however, that we cannot guarantee the security of all transmissions or personal information, especially where the Internet is involved.

Notwithstanding the above, we will take reasonable steps to:

  • (a) make sure that the personal information we collect, use or disclose is accurate, complete and up to date;
  • (b) protect your personal information from misuse, loss, unauthorised access, modification or disclosure both physically and through computer security methods; and
  • (c) destroy or permanently de-identify personal information if it is no longer needed for its purpose of collection.

We can’t tell you all of the technical details behind our security systems and processes as this may compromise the effectiveness of them.

12.2 Accuracy

The accuracy of personal information depends largely on the information you provide to us, so we recommend that you:

  • (a) let us know if there are any errors in your personal information; and
  • (b) keep us up-to-date with changes to your personal information (such as your name or address).

We provide information about how you can access and correct your information in Section 13.

13. Access to and correction of your personal information

You are entitled to have access to any personal information relating to you which we hold, except in some exceptional circumstances provided by law (including the Privacy Act 1988 (Cth)). You are also entitled to edit and correct such information if the information is inaccurate, out of date, incomplete, irrelevant or misleading.

If you would like access to or correct any records of personal information we have about you, you are able to access and update that information (subject to the above) by contacting us via the details set out at the top of this document.

14. Resolving Privacy Complaints

14.1 Complaints generally

We have put in place an effective mechanism and procedure to resolve privacy complaints. We will ensure that all complaints are dealt with in a reasonably appropriate timeframe so that any decision (if any decision is required to be made) is made expeditiously and in a manner that does not compromise the integrity or quality of any such decision.

14.2 Contacting Emma & Roe regarding complaints

If you have any concerns or complaints about the manner in which we have collected, used or disclosed and stored your personal information, please contact us by:

- Telephone: 1800 44 3662

- Email: online@emmaandroe.com.au

- Post: GPO Box 2922, Brisbane, Australia 4001

Please mark your correspondence to the attention of the Privacy Officer.

14.3 Steps we take to resolve a complaint

In order to resolve a complaint, we:

  • (a) will liaise with you to identify and define the nature and cause of the complaint;
  • (b) may request that you provide the details of the complaint in writing;
  • (c) will keep you informed of the likely time within which we will respond to your complaint; and
  • (d) will inform you of the legislative basis (if any) of our decision in resolving such complaint.

14.4 Register of complaints

We will keep a record of the complaint and any action taken in a Register of Complaints.

15. Consent, modifications and updates

15.1 Interaction of this Policy with contracts

This Privacy Policy is a compliance document prescribed by law rather than a legal contract between two or more persons. However, certain contracts may incorporate all, or part, of this Privacy Policy into the terms of that contract. In such instances, a Emma & Roe company may incorporate the terms of this policy such that:

  • (a) certain sections or paragraphs in this policy are incorporated into that contract, but in such a way that they do not give rise to contractual obligations onto the Emma & Roe entity, but do create contractual obligations on the other party to the contract; and
  • (b) the consents provided in this policy become contractual terms provided by the other party to the contract.

15.2 Acknowledgement

By using our website, purchasing a product or service from Emma & Roe (whether in store or online) or entering a competition or interacting with us via social media, where you have been provided with a copy of our Privacy Policy or had a copy of our Privacy Policy reasonably available to you, you are acknowledging and agreeing:

  • (a) to provide the consents given by you in this Privacy Policy; and
  • (b) that you have been informed of all of the matters in this Privacy Policy.

15.3 Modifications and updates

We reserve the right to modify our Privacy Policy as our business needs require. We will take reasonable steps to notify you of such changes (whether by direct communication or by posting a notice on our website). If you do not agree to our continued use of your personal information due to the changes in our Privacy Policy, please cease providing us with your personal information and contact us via the details set out at the top of this document.

Last Updated: 30/06/2014

Privacy & Security

How secure is my credit card and personal information?

Your security while shopping online with Emma & Roe is extremely important to us, and we’ve taken all reasonable measures to make sure your credit card and personal details are kept safe at all times.

All areas of our website that require you to enter your personal information or payment details are secure, using 128 bit SSL encryption.

To check that the page you are viewing is secure, look for a padlock icon to the left of the address bar within your browser.

 

How do you deal with my personal information?

We want your online and instore experience to be enjoyable and we take care to respect your privacy when you visit our stores and our web site. We do this gladly because we know that if you have a good experience with us, you will want to visit our web site and our stores again... and maybe even tell your friends about us.

At Emma & Roe, we are bound by the Privacy Act 1988 (Cth) and the National Privacy Principles, which govern the way private sector organisations collect, use, keep secure and disclose personal information. This privacy policy applies to personal information collected by us. It includes information on how Emma & Roe collects, uses, discloses and keeps secure, individuals' Personal Information. It also covers how Emma & Roe makes the Personal Information it holds available for access to and correction by the individual.

Generally, we use the information we collect about you for two purposes: to facilitate your order and to create a better, more personalised experience for you. You can view full details on our privacy policy.

Terms & Conditions

These terms and conditions apply to the use of this website, including the purchase of goods and/or services using this website. By using this website for these or any other purposes, you agree to be bound by these terms and conditions. If you do not accept these terms and conditions, you must refrain from using the website. These terms and conditions must be read in conjunction with any other applicable terms and conditions governing the use of this website.

1. Definitions and interpretation

1.1 In these terms and conditions:

Business Day means a day on which the trading banks generally are open in Brisbane but excluding Saturdays, Sundays and public holidays;

GST means GST as that term is defined in GST Law, and any interest, penalties, fines or expenses relating to such GST;

GST Law means, where the context requires or permits, the A New Tax System (Goods and Services Tax) Act 1999 (Cth) and/or associated Commonwealth legislation, regulations and publicly-available rulings;

Intellectual Property Rights means all intellectual property rights including all current and future registered and unregistered rights in respect of copyright, designs, circuit layouts, trade marks, know-how, confidential information, patents, inventions and discoveries and all other intellectual property as defined in article 2 of the convention establishing the World Intellectual Property Organisation 1967.

Moral Rights have the meaning given to the term in the Copyright Act 1968 (Cth).

Related Body Corporate has the meaning given to that term in the Corporations Act 2001 (Cth).

Submissions means all comments, feedback, suggestions, photos, e-mail and similar information or materials that you submit to us regarding our goods or services (including this website).

Taxes means any present or future taxes (including taxes on goods and/or services such as GST), rates, levies, imposts, duties (including stamp duties), deductions, charges, compulsory loans and withholdings (other than any such taxes on the overall net income of a party) which may be incurred in any jurisdiction and any interest, penalties, fines or expenses relating to any of them;

1.2 In these terms and conditions, unless the contrary intention appears:
(a) the expressions "Emma & Roe", "we", "us" and "our" are a reference to Emma & Roe Pty Ltd and "you" and "your" are reference to the person accessing or using this website;
(b) a reference to:
  • (1) these terms and conditions or another document includes any variation or replacement of it notwithstanding any change in the identity of the parties;
  • (2) any statute, statutory provision, ordinance, code or other law includes regulations and other statutory instruments under any of them and consolidations, amendments re-enactments or replacement of any of them;
  • (3) a person, firm, corporation, association or government body includes any other of them;
  • (4) a person includes the person's successors, executors, administrators, substitutes (including a person who becomes a party by novation) and assigns;
  • (5) a time is a reference to the time in Queensland, Australia unless otherwise specified;
  • (6) a right includes a benefit, remedy, authority, discretion and power;
(c) the singular includes the plural and vice versa;
(d) words importing a gender include any other gender;
(e) the words ‘including’ or ‘includes’ are deemed to be followed by the words ‘without limitation’;
(e) headings in these terms and conditions are for convenience of reference only and shall not affect the construction or interpretation of these terms and conditions;
(f) if the day on which:
  • (1) anything, other than a payment, is to be done is not a Business Day, that thing shall be done on the preceding Business Day; and
  • (2) a payment is to be made is not a Business Day it shall be made on the next Business Day but if the next Business Day falls in the next calendar month it shall be made on the preceding Business Day;
(g) if an act is required to be done on a particular day and the act is done after 5.00pm on that day, it will be deemed to have been done on the following day;
(h) where two or more persons are defined as a party to these terms and conditions that term means each of the persons jointly, each of them severally and any two or more of them jointly;
(i) an agreement, covenant, obligation, representation or warranty on the part of two or more persons binds them jointly and severally and an agreement, covenant, obligation, representation or warranty in favour of two or more persons is for the benefit of them jointly and severally.

2. Amendments to terms and conditions

We reserve the right to amend these terms and conditions from time to time. Amendments will be effective immediately upon the inclusion of such amendments within the version of these terms and conditions on this website. Your continued use of the website following such amendment will be deemed your acceptance of and agreement to be bound by the terms and conditions as amended.

3. Your account and password

3.1 We may provide you with an account login (including a username and password) to verify your identity when you use this website. You must ensure that your account details are complete and accurate when submitted to us, that the information that you have given is true and correct, and you must keep your account details up-to-date. You agree to not impersonate any person or entity or falsely state or otherwise misrepresent your affiliation with a person or entity.

3.2 Your username and password are personal to you and you must at all times keep your username and password secure and confidential and not disclose them to any third party.

3.3 You agree that you are solely responsible for any use of the website by any person using your username and password (including any purchases made via the website). You agree to release and indemnify Emma & Roe in relation to any claims, loss or liability arising out of the unauthorised use of your username or password (including any failure to keep your username or password secure and confidential).

3.4 You agree to notify us immediately by email to online@emmaandroe.com.au of any unauthorised use of your account or any other breach of security.

4. Submissions

4.1 You may be able to make Submissions to us from time to time, including by using the ‘Give Feedback’, ‘Share Your Shine’, or ‘Product Ratings & Reviews’ functionality of this website. You agree and confirm that each Submission you make is not confidential, and that we have no obligation to treat it as such. Ownership of all Intellectual Property Rights subsisting in each of your Submissions vests in us immediately upon creation. Where such ownership does not immediately vest in us in accordance with the foregoing sentence, by making any Submission you irrevocably assign to us, at no charge, all Intellectual Property Rights subsisting in each Submission.

4.2 To the extent permitted by applicable laws, you hereby give complete and genuine consent in writing to us (and our Related Bodies Corporate) to the use of any Submissions for the specified acts in clause 4.3, even if such use would otherwise be an infringement of your Moral Rights.

4.3 The specified acts referred to in clause 4.2 are:
(a) modifying and materially altering the style, format, colours, content or layout of any Submission;
(b) reproducing, communicating, adapting, publishing or exhibiting any Submission;
(c) adding any additional content or information to any Submission; and
(d) not attributing authorship in relation to any Submission.

4.4 You warrant to us that all Submissions you make are your original work and that no Submissions you make will infringe the Intellectual Property Rights of any other person.

4.5 Your Submissions must comply with all of our guidelines and terms for Submissions, including the guidelines and terms available at: www.emmaandroe.com.au/Content-Guidelines.html

5. Ordering goods on this website

5.1 This website and the information on it constitute an invitation to treat and not an offer by us to supply goods. When you submit an order to purchase goods from us, this constitutes an offer from you to buy those goods in accordance with these terms and conditions. No contract for the sale and purchase of those goods shall be formed between you and us until we accept your order by sending you an acceptance ‘confirmation of acceptance’ in accordance with clause 5.3 below.

5.2 You may submit an order to purchase goods from us by completing the order form and submitting the order confirmation on this website. You must provide all required information (including your name and physical address) or we may not be able to process your order.

5.3 No order shall be deemed accepted by us until we have sent you a ‘confirmation of acceptance’ confirming that we have accepted your order. An ‘order confirmation’ is not a ‘confirmation of acceptance’. However, a shipping confirmation may, in accordance with its terms, constitute a ‘confirmation of acceptance’. We will endeavour to notify you whether we have accepted or rejected your order and, if applicable, to confirm the delivery details for your order within 3 Business Days after receiving your order.

5.4 By submitting an order on this website you agree to be bound by our Returns and Refund Policy.

6. Payments

6.1 The price payable by you for orders accepted by us shall be the price quoted on this website for the relevant goods at the time your order is submitted (subject always to section 7 below, in relation to incorrect prices), together with the applicable delivery fees (which are payable in addition to the price of the goods). Except where specifically stated in relation to a particular good, the prices for the goods are stated and are payable in Australian dollars (AUD).

6.2 You shall pay for your orders by credit card or Paypal™ using the online transactions facilities provided at www.emmaandroe.com.au or by authorising Emma & Roe to charge your payment card account for the total price of the goods ordered and the applicable delivery fees at the time the goods are dispatched.

6.3 If there is a problem with your payment (for example, if your payment card transaction is declined), we may contact you to make alternative payment arrangements. You will be liable for all debt collection costs where you fail to make payment for any order when payment is due.

6.4 We may vary any prices on this website at any time without notice to you.

7 Availability, Cancellation and Rejection of Orders

7.1 All orders are subject to the availability of goods. We may reject or cancel any order due to unavailability of any good. If for any reason a good is not available, we will endeavour to notify the non-availability on this website. We may revise the range of goods or the specification of any good at any time (save and except for where we have confirmed our acceptance of your order) without notice to you.

7.2 Where any good is listed on this website with an incorrect price or with incorrect information, we reserve the right to reject or cancel your order (regardless of whether you have made payment for that order). You acknowledge and agree that we have no obligation to sell any good either online or in-store where that good is listed with an incorrect price or with incorrect information. Where you have already made payment for an order that is subsequently rejected or cancelled by us, we will refund the full amount paid by you in relation to that order.

7.3 You may cancel your order any time prior to the time that we send our confirmation of acceptance for that order. Once we have sent our confirmation of acceptance for your order, you may not cancel that order.

8. Delivery and delivery fees

8.1 Goods purchased online from this website are eligible for delivery to addresses Australia only. We use Australia Post to deliver such goods.

8.2 The applicable delivery fees are clearly displayed in your local currency at the time of purchase.

8.3 Once we have confirmed our acceptance of your order, we will endeavour to dispatch your order within 3 Business Days unless a different timeframe is specified in relation to a particular good. If we are unable to dispatch your order within this time frame we will endeavour to contact you and advise you of the expected dispatch date.

8.4 You may specify delivery instructions for your order (for example, you may authorise the courier to leave the goods in a specified location if you will not be at the delivery address). We will not be responsible or liable for anything that happens to any order that is delivered in accordance with your delivery instructions.

8.5 Although we will endeavour to meet delivery timeframes where possible, all delivery timeframes are estimates only and we will not be liable for any loss, expense, or other damage caused by any delay in delivery.

8.6 We retain ownership and title of the goods we supply to you until we have received the full price for the goods and the applicable delivery charges. Once your order has been delivered to you (or has otherwise been delivered in accordance with your delivery instructions), as evidenced by confirmation provided to us by Australia Post, you assume full responsibility for and risk in the goods.

9. Customs, duties and taxes

9.1 Each package that contains a good that you have purchased may be subject to Taxes of the country to which such package is shipped. All such Taxes are your responsibility.

9.2 When you purchase a good online from Emma & Roe, you are the “importer of record” and you must comply with all laws and regulations of the country to which such good is shipped.

9.3 In addition to the Taxes referred to in clause 9.1 above, you are responsible for and shall bear any charges for customs clearance. Emma & Roe has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country so you should contact your local customs authority for further information about such charges.

9.4 Cross-border shipments may be subject to opening and inspection by customs authorities. In order to facilitate customs clearance and comply with local laws, we may provide certain order, shipment and good information, such as your title, to our international carriers, and such information may be communicated by shipping service providers to customs authorities. Customs authorities may require us to declare the value of the goods you have purchased.

9.5 You acknowledge that delays associated with customs clearance procedures may cause our original delivery time frames estimates to be exceeded.

10. Non-excludable guarantees under the Australian Consumer Law

10.1 All goods purchased from this website come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality.

10.2 The goods will not be of acceptable quality if such goods:
(a) are not fit for all the purposes for which goods of that kind are commonly supplied;
(b) are not acceptable in appearance and finish;
(c) have defects;
(d) are unsafe; or
(e) are not durable.

11. Additional contractual warranties and guarantees in relation to our goods

11.1 In addition to your rights under the Australian Consumer Law, we offer a minimum twelve month limited warranty from the date of purchase against defects in material and/or workmanship on all of the goods that we sell.

11.2 In addition to your rights under the Australian Consumer Law, Michael Hill branded watches have a three year contractual limited warranty and lifetime limited battery replacement, provided that the International Guarantee Booklet is presented to a Michael Hill store before the work on such watches under this guarantee can be started. This contractual three year limited warranty does not cover:
(a) pressure tests in water proof watches after battery replacement;
(b) adjustment to links, bracelets or straps (including refurbishment of any adjustment damage);
(c) further rhodium plating;
(d) repairs or refurbishment of shop soiled or shop distressed stock or repairs necessary due to misuse or normal wear and tear and any repairs made by unauthorised service centres; and
(e) any other matter excluded by section 12 below.
11.3 The remedies under the twelve month limited warranty and three year watch limited warranty are given by Emma & Roe in addition to, and not in place of, your rights at law, including under the Australian Consumer Law.

12. Emma & Roe’s liability and exclusions on warranties and guarantees

12.1 Subject to any rights you may have under the non-excludable guarantees under the Australian Consumer Law (described at section 10 above) , we may impose fees payable by you in relation to any repair/service not covered by the guarantees under the Australian Consumer Law, the twelve month limited warranty or the three year watch limited warranty, or where such warranty has expired.

12.2 Emma & Roe’s liability for any breach of any warranty or consumer guarantee for goods or services is (to the extent permitted by law) limited to re-supplying the goods or services the subject of your order or refunding the costs of the goods or services (at its sole discretion).

12.3 The twelve month limited warranty and the three year watch limited warranty each exclude, to the extent permitted by law, damage due to ordinary wear and tear, misuse, accident, abuse, alteration, substitution, improper repair or warranty service performed by someone other than us or our authorised repairers, theft, disappearance, loss (including lost stones) or any other type of use causing deterioration.

12.4 Loose diamond stones supplied by Michael Hill and assembled by someone other than Michael Hill or its authorised agents can be damaged during jewellery assembly (Third Party Damage). Such Third Party Damage will not be covered by the twelve month limited warranty, the three year watch limited warranty and (to the fullest extent permitted by law, including Australian Consumer Law) any consumer guarantee, and Michael Hill will not be liable for any such Third Party Damage or any claim arising as a result of, or in connection with, such Third Party Damage.

12.5 To the fullest extent permitted by law (including Australian Consumer Law) Emma & Roe reserves the sole right to judge whether or not an item of jewellery has been subject to ordinary wear and tear, misuse, abuse, alteration, substitution, improper repair or warranty service performed by someone other than Emma & Roe (or its authorised repairers), theft, disappearance, loss (including lost stones) or any other type of use causing deterioration. If, in our sole discretion, such jewellery shows signs of any of the foregoing, the twelve month limited warranty or the three year watch limited warranty will be entirely void.

12.6 To obtain any limited warranty service for any good that is a diamond good with a sales price greater than $999, you must provide Michael Hill with an original certificate of authenticity for that item. This certificate of authenticity must be fully completed and signed on behalf of us by an authorised person at the time of purchase. If this certificate of authenticity has been altered in any fashion, the contractual warranty is void to the maximum extent permitted by law.

12.7 White gold jewellery is rhodium plated to enhance its appearance. This plating is not permanent and will require further plating to maintain the enhanced appearance. Neither the twelve month limited warranty nor the three year watch limited warranty cover any further rhodium plating.

12.8 When a good is repaired under the original contractual warranty term, only the remaining term of the original contractual warranty will continue to apply (e.g. if a good is purchased under the 12 month limited warranty and returned for repair after 11 months from the date of purchase, once the repaired good is handed back to the customer, the remaining warranty term will be only 1 month and any other repairs after this term will be outside the original warranty period and may be charged accordingly). This limitation does not apply to consumer guarantees under the Australian Consumer Law.

13. Disclaimer in relation to website

13.1 You acknowledge and agree that, despite all reasonable precautions on our part, this website is not, and cannot be, guaranteed to be error free, uninterrupted, timely, complete, or secure and acknowledge that the existence of any such errors, interruptions, delays, incompleteness, or security limitations will not be a breach of these terms and conditions. We will not be liable to you should this website or any services supplied through this website contain errors, or become unavailable, interrupted, or delayed for any reason.

13.2 To the maximum extent permitted by law, we do not accept responsibility or liability for any loss or damage, however caused (including through negligence), which you may directly or indirectly suffer in connection with your use of this website or any linked website, including any such loss arising out of your use of or reliance on information contained on, or accessed through, this website, or concerning any goods or services ordered by you from this website.

13.3 If the limitation of liability in clause 13.2 above is held to be invalid in whole or in part, then our maximum aggregate liability to you for all loss, damages, costs, and expense (other than for any damage, cost and expense that cannot be limited at law) will not exceed the amount of one Australian dollar (AUD$1.00).

13.4 To the maximum extent permitted by law, we provide this website and related information and services on an “as is” basis without any warranties, representations, or guarantees of any kind (whether, express, implied, statutory or otherwise) including, but not limited to, warranties of non-infringement, merchantability, or fitness for a particular purpose.

14. Disclaimers in relation to goods (including discounted products)

14.1 Items which are advertised as discounted have been ticketed and offered for sale at the higher price before the relevant sale commenced. However, you acknowledge that such items may have been sold at a lower price from time to time.

14.2 You acknowledge that:
(a) Gemstones may have been treated by heating (generally), or diffusion (sapphires) to enhance the colour of the stone.
(b) Created gemstones are grown in strictly controlled laboratory conditions to recreate the brilliance of rare natural gemstones.
(c) Black diamonds are enhanced by high temperature to permanently create the intense black colour.
(d) Blue, yellow and red coloured diamonds have been irradiated to achieve their colour. Colour treatments used on diamonds may be sensitive to high temperatures and heat.

15. Intellectual property rights

15.1 The materials displayed on this website are protected by copyright and other laws in Australia, and under similar laws and international conventions abroad. You acknowledge and agree that all copyright and other Intellectual Property Rights that may subsist in materials available through or on this website (including text, graphics, illustrations, artwork, photographs, video, music, logos, icons, sound recordings, source code, computer programs, and software) belong to us or to our licensors.

15.2 You must not in any form or by any means (except as expressly authorised by the Copyright Act 1968 (Cth) or these terms and conditions):
(a) use, copy, modify, adapt, reproduce, store, distribute, print, display, perform, publish, transmit in any way, or create derivative works from, any material available through or on this website or any part of this website generally; or
(b) commercialise any material available through or on this website, or any information, goods or services obtained from any part of this website, except in accordance with clause 15.3 or 15.4 below, without our prior written permission.

15.3 All brand, good, trade, and service names used in this website are the trade marks of us or third parties who have licensed us to use such marks. You are not allowed to use or reproduce any such trade marks in the course of trade, and you may only use such trade marks to access, view, or interact with this website for your own personal and non-commercial purposes.

15.4 Unless we agree otherwise in writing, you are provided with access to this website for your personal use, non-commercial use only. You are authorised to print a copy of any information contained on this website for your personal, non-commercial use, unless such printing is expressly prohibited by a notice or other communication on this website. Without limiting the generality of the foregoing, you may not without our prior written permission on-sell or distribute to any other person information obtained from this website.

16. General warnings

16.1 We may from time to time offer discounts and promotions in respect of our goods and services. The specific terms and conditions of those discounts and promotions will be located on a specific location on our website, however, these terms and conditions apply to those discounts and promotions in addition to any specific terms and conditions and in the event of conflict between any term of those specific terms and conditions and these terms and conditions these terms and conditions shall prevail. The provision of any such offers may be removed from this website at any time in our complete discretion.

16.2 You must ensure that your access to this website is not illegal or prohibited by laws which apply to you. You agree not to use this website for any purpose that is unlawful or to engage in any conduct that may impair or cause damage to the operation of this website whether by way of a virus, corrupted file or through any other means.

16.3 You must take your own precautions to ensure that the process which you employ for accessing this website does not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your own computer system or data.

16.4 Although all reasonable care is taken to ensure that photographs appearing on this website reflect as accurately as possible the actual size of goods, you acknowledge that due to the inherent difficulties with photographing items of jewellery, some goods may appear larger or smaller than their actual size when represented on this website.

16.5 Details contained on this website relating to goods or services have been prepared in accordance with Australian law and may not satisfy the laws of any other country. We do not warrant that the details on this website concerning those goods or services will satisfy the laws of any other country. It is your responsibility to determine whether these details satisfy the laws of the jurisdiction where you reside (if that jurisdiction is outside Australia) and if the details do not satisfy the laws of your jurisdiction, you may not order any goods or services from this website.

17. Linked websites and advertisements

17.1 This website may contain links to other websites ("linked websites"). Those links are provided for convenience only and may not remain current or be maintained.

17.2 We are not responsible for the content or privacy practices of, or on, or associated with, linked websites.

17.3 Our links with linked websites should not be construed as an endorsement, approval or recommendation by us of the owners or operators of those linked websites, or of any information, graphics, materials, goods or services referred to or contained on those linked websites, unless and to the extent stipulated to the contrary.

17.4 We accept not responsibility for the content of any advertisement appearing on this website (including for any hyperlink to an advertiser’s own website). The inclusion of any advertisement on this website does not constitute a recommendation or endorsement by us of the advertiser’s goods and each advertiser is solely responsible for any representations made in connection with its advertisement.

18. Hyperlinking

You must not create any hyperlink, hotlink, inline link, or direct link (each a “hyperlink”) to this website (or any file on this website) or embed any page of (or content on) this website on another website (using a frame, iframe, or otherwise) without our prior written permission in each instance. If you would like to create a hyperlink to this website, please contact us at online@emmaandroe.com.au. If you do create a hyperlink to this website or embed this website, or any part of this website, in another website, you will do so at your own risk and you will be responsible for all losses (whether direct or indirect) that we may suffer as a result of that hyperlink or embedding and by doing so you agree to indemnify us against all claims arising from, or in connection with, that hyperlink or embedding.

19. Privacy policy

19.1 Our Privacy Policy governs the collection, purpose and use of personal information by Emma & Roe generally.

19.2 The Collection Notification Statement for online purchases of goods or services specifically applies to, and governs, the collection of personal information through our online forms used in connection with online purchases of goods or services.

19.3 This Privacy Policy and Collection Notification Statement are compliance documents prescribed by law rather than a legal contract between two or more persons. However, for the purposes of these terms and conditions, you acknowledge and agree that:
(a) you have been provided with access to our Privacy Policy and Collection Notification Statement;
(b) you have read and understood our Privacy Policy and Collection Notification Statement;
(c) you contractually agree to the consents provided by you in the Privacy Policy and Collection Notification Statement; and
(d) nothing in the Privacy Policy and Collection Notification Statement gives rise to contractual obligations on Emma & Roe (or its Related Bodies Corporate).

20. How we handle e-mails

20.1 We may preserve the content of any e-mail you send us for our business purposes, including if we believe we have a legal requirement to do so. Your e-mail message content may be monitored by us including for trouble-shooting or maintenance purposes or if any form of e-mail abuse is suspected.

20.2 You consent to receiving communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. You agree to be bound by any agreement reached through electronic communications in terms of the Electronic Transactions Act 1999 (Cth).

20.3 You consent to receiving electronic messages and information sent by us (or on our behalf) for any purposes described in our Privacy Policy or otherwise disclosed to you.

21. Security of information

Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Whilst we reasonable steps to preserve the security of such information we do not warrant and cannot ensure the security of any information which you transmit to us. Accordingly, any information which you transmit to us is transmitted at your own risk, and you assume all responsibility and risks arising in relation to your use of this website and the Internet.

22. Termination of access

Access to this website may be terminated at any time by us without notice. Our disclaimers and limitations and exclusions of liability provided in these terms and conditions will nevertheless survive any such termination.

23. Governing law

To the extent permitted in your local jurisdiction, these terms and conditions are governed by the laws in force in Queensland, Australia. You agree to submit to the exclusive jurisdiction of the Queensland courts and agree that those courts are a convenient forum in which to resolve any dispute arising in relation to these terms and conditions (and any contracts between you and us which arise through your use of this website).

24. General

24.1 We are not liable for any failure by us to comply with these terms and conditions where such failure is due to circumstance beyond our reasonable control.

24.2 If we waive any rights available to us under these terms and conditions on one occasion, this does not mean that those rights will automatically be waived on any other occasion.

24.3 If any of these terms and conditions, or any part of a particular term or condition, is or are held to be invalid, unenforceable or illegal for any reason that unenforceable or illegal term or condition (or part thereof) shall be construed in accordance with applicable law to the greatest extent possible to reflect the original intentions of the parties, and the remaining terms and conditions, or the remaining part of a particular term or condition as the case may be, shall nevertheless continue in full force.

24.4 These terms and conditions are the complete and exclusive agreement between the parties and supersedes all provisions and contemporaneous agreements, proposals and communications with respect to this subject matter.

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My Account

PHONE
For all customer enquiries
1800 44 3662
For all other enquiries
07 3114 3500
EMAIL
SOCIAL
OPENING HOURS
Our customer service team is based in Brisbane, Australia. Our opening hours are Monday to Friday 7am to 5pm (AEST).
Our customer service team is based in Brisbane, Australia. Our opening hours are Monday to Friday 7am to 5pm (AEST).