Terms and conditions

By accessing the Emanuela Hoffmann website, you agree to be bound by the terms and conditions set out below.

1. Security

The Emanuela Hoffmann website is a secure, encrypted platform. Credit card transactions are processed via our payment gateway, eWay, and our merchant bank, Westpac. Paypal transactions are processed on Paypal's own platform. We do not store your credit card information.

2. Privacy

Your information is used strictly for the purpose of fulfilling your order or for sending you new product and special information, if requested by you. We will not sell or share your information with outside companies or third parties. We will not disclose your personal information to any organisation or individual except when required by law. We have procedures to ensure that your personal information is handled in a safe, secure and responsible manner.

3. Purchasing

3.1.Terms of Ordering

For each product selected on the Emanuela Hoffmann.com website, a summary page will be displayed automatically featuring a photograph of the item, its colouring and references, the quantity selected, its unit price and the total amount owed for your order. You should check that this information accurately reflects your selection before confirming your order. Upon confirmation, your order will be submitted for processing. While every effort is taken to try to ensure that the colouring, design and style of the Emanuela Hoffmann products in the photographs displayed on the Emanuela Hoffmann.com website are representative of the original products, variations may occur due to technical restrictions of colour reproduction on your computer equipment. Accordingly, Emanuela Hoffmann shall not be liable for any error or inaccuracy in the photographs or graphical representations of Emanuela Hoffmann products displayed on the Emanuela Hoffmann.com website.

3.2. Order Cancellation

Emanuela Hoffmann reserves the right to cancel any order placed by a customer with whom it has a dispute concerning a prior order, or if we have reasonable cause to suspect that such customer has violated these Terms and Conditions, or is engaged in any fraudulent activity or for any other legitimate cause. If your order has been cancelled, funds that were held on your credit card (in order to secure final payment upon dispatch of your order) will be returned within 5 to 10 business days; this time frame is outside of our control and will vary depending on your financial institution and/or type of credit card. Emanuela Hoffmann.com is unable to issue a refund to expedite this process. If your order has already been dispatched please see the ‘Returns, Exchanges and Refunds’ section below.

3.3. Special Orders

For any special and/or exceptional order (large orders, orders requiring a greater quantity then currently available on Emanuela Hoffmann.com), please contact our Customer Service by email or telephone. Special and/or exceptional orders will not be accepted for return and/or exchange to Emanuela Hoffmann.com or any Emanuela Hoffmann boutique.

3.4. Pre-order

Pre-order is a service that lets you order a product before the official launch date. The following conditions apply for pre-orders, in addition to our normal terms and conditions:
  • Full purchase price of the item is required at the time of pre-ordering - we will advise you via email once we have received the item/s you have pre-ordered into stock.
  • We aim to deliver pre-ordered items as soon as possible after receiving them into our stock inventory.
  • Our standard delivery timelines (estimated 2 to 7 days) will apply from the moment the pre-ordered product is available.
  • Cancelling your order: cancellations may be made, prior to receiving a confirmation of shipping email from us, by emailing support@emanuelahoffmann.com as soon as possible. if you have received your confirmation of shipping email and an item has already been shipped it is unable to be cancelled, but may be returned and exchanged. see 'returns' above for return conditions. please email support@emanuelahoffmann.comif you have any queries regarding our shipping | return | cancellation | and payment policies.

4. Shipping

  • All orders are shipped using DHL or Australia Post.Once your order has been dispatched you will receive a confirmation of shipping email with a tracking number. to track your purchase go to www.dhl.com or www.auspost.com.au/track and enter this number.
  • Orders placed Mon - Fri will be dispatched within 48 hours, orders placed on a weekend day, will be processed within 48 hours of the next business day.
  • Once your order has been processed, it is not possible to modify any part of the information printed on your receipt/tax invoice such as the billing and/or shipping name and/or address. Please ensure all of the details you have provided are correct before finalising your order as we are unable to redirect packages once your order has been dispatched.
  • Please note all orders are sent via a DAP (delivered at place) basis, therefore any state sales duty and import fees must be paid by the recipient.
  • If you refuse a shipment from us, you must pay for the original shipping charges, any import and duty fees that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your refund.
  • Please note, we do not ship to PO boxes.
  • All our scarves are wrapped in tissue paper and packaged in a bespoke Emanuela Hoffmann gift drawer style box, which is then posted in a plain white shipping box.
  • For online orders, local shipping is free of charge, while international shipping is specified at checkout.

4.1. Delivery Time - Time required for delivery

During the ordering procedure, we will inform you of the time required for delivery and the various forms of delivery available for the goods purchased.
However, Emanuela Hoffmann  reserves the right to divide your order into part shipments. In this case, your charge card or credit card will only be debited for the goods shipped and for a single shipment.

4.2. Delivery problems

A failure to deliver or late delivery of the goods exceeding eight (8) business days should be reported to support@emanuelahoffmann.com as soon as possible. In order for your claim to be accepted, please notify us of the delay within a maximum of fifteen (15) calendar days from the date of confirmation of your order.

4.3. Authority to leave

Please keep in mind that an adult signature is always required when your parcel is delivered.
If you have given us authority to leave your goods, the parcel will be left at the delivery premises without our couriers obtaining a 'proof of delivery' signature. We do not accept liability for the theft or loss of the parcel left unattended, pursuant to your instructions. If there is nobody home at the delivery address and you have not given us authority to leave the parcel, a calling card will be left with details for collection on it, 2 to 3 business days will be required for re-delivery of your order.

4.4. Re-direction of parcels

Once a parcel has left our premises, and been delivered in accordance with your instructions, and as per our delivery time frames, we accept no responsibility for the recollection of the parcel and re-directing it to an alternate address. We will happily assist you to have the parcel re-directed, however redirections can take up to 3 business days.
In Store Collection orders must be picked up from the Emanuela Hoffmann boutique you selected when placing your order, all orders must be collected in store with photo identification. The Emanuela Hoffmann boutique or Hermes.com will not be able to deliver or forward your order to an alternate address.

4.5. Delivery Time - Problems of delivery

Any failure to deliver or late delivery exceeding eight (8) business days should be reported to our Customer Service as soon as possible. In order for your claim to be accepted, please notify us of it within a maximum of fifteen (15) calendar days from the date of confirmation of your order.
You should check that your shipment is correct on delivery. If there are any discrepancies in your order when the products are delivered to you, you should note the nature of the potential discrepancy (e.g. open package, damaged goods, etc.) by hand, if possible, on the delivery notice, and sign.
If the goods do not conform to your order or you are not satisfied with them, you may return them, exchange them or request a refund according to the terms and conditions contained in the section entitled 'Returns - Exchanges - Refunds'.

5. Returns, Exchanges and Refunds

5.1 Returns 

  • Returns are accepted for credit / exchange. Returns must be made within 7 days of purchase and they must be pre-authorised by phone or email prior to sending merchandise back, no exceptions. 
  • Returned merchandise must be unused and in original packaging with all tags attached and in saleable condition. Merchandise that has been worn, washed or damaged is unable to be returned. 
  • Please note you are responsible for the cost of shipping merchandise back to us. Once we have received your return we will process your credit / exchange within 2 business days. 
  • Except where there is a major failure to comply with a consumer guarantee under the Australian Consumer Law, for items received as a gift obtained from the EmanuelaHoffmann.com website, you are only entitled to a merchandise exchange. 

5.2 Exchanges

  • If you exchange goods, the shipping costs for the first delivery will not be refunded. However, you will not be charged for the shipping costs of the second delivery. Only one exchange per item will be honoured.
  • If you ask for an exchange for an order completed with PayPal, your credit card details will be required if the amount of the new exchange order is higher than the initial order, any additional amount owing can only be paid by credit card. We are unable to accept PayPal payment for the additional amount owed to complete the exchange order. If the amount of the new order equals the initial order, no credit card information/payment will be required.

5.3 Refunds

  • If you ask for a refund, Emanuela Hoffmann  will use commercially reasonable efforts to ensure that any refund will be made within seven (7) business days of receipt of the goods returned by crediting your charge or credit card, please note that while the refund will be processed by us within seven (7) business days of receipt of the returned item(s) the time for the funds to become available in your account will vary, this can take up to ten (10) business days. Under no circumstances will it be possible to grant you an electronic credit usable on the EmanuelaHoffmann.com website.
  • If the original payment has been made via Paypal, the PayPal account used at the time of purchase will be credited the original purchase amount, excluding any shipping costs.
  • In either case (exchange or refund), the shipping costs incurred in returning any replacement goods to you will be refunded if you were justified in returning the goods because they were not as ordered (e.g. product reference error, damaged goods, etc.).
  • Emanuela Hoffmann  has sole discretion in determining whether the products are in original condition when returned to us.
  • Emanuela Hoffmann  will not be responsible or liable if any item you wish to return to the us is lost, misdirected or delivered late.
  • Please address returns to:
Emanuela Hoffmann
3 Rangers Ave
Mosman NSW 2088

6. Intellectual property

  • The copyright in all content on this website (including, without limitation, text, graphics, photographs, logos and images) is owned by Emanuela Hoffmann , or used by Emanuela Hoffmann under licence from the copyright owner. You may not copy, distribute, transmit or reproduce any of our content without our consent but you may view, print and download this content for personal, informational and non-commercial purposes unless advised otherwise by us. 
  • All trade marks which appear on this website and on Emanuela Hoffmann products, whether registered or not (including but not limited to the word mark “Emanuela Hoffmann” and logo) remain the exclusive property of Emanuela Hoffmann and are protected by applicable trade mark and fair trading laws. You may not use, copy, reproduce, republish, upload, post, transmit, distribute or modify any of the trade marks in any way without the prior written consent of Emanuela Hoffmann.        
  • This website may contain links to other websites. those links are provided for convenience only and main not remain current or be maintained. Emanuela Hoffmann is not responsible for the content or privacy practices of those websites and any links should not be construed as an endorsement, approval or recommendation by us.