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Customer Service

Shipping & Delivery
Emerald Hobbies & Collectables strives to send ordered items promptly from time of order via Australia Post. Postage costs to customers cover the cost of sending via Australia Post as well as packaging material. All orders will be charged a flat $10 fee for standard shipping to any address within Australia unless Store Pick-Up is selected as a shipping option. Customers will be provided with a tracking number via email.
Orders over 22kg will have to be sent by courier and may incur additional fees. Customers will be contacted if this is the case.

Privacy & Security
Emerald Hobbies & Collectables are the sole owners of any information collected on this website. We only have access to and/or collect information voluntarily given to us via the ordering process, email or other direct contact from customers. We will not sell or rent collected information to any third parties. Information collected will be used only to fulfill a customers request ie. an order or enquiry. Information will not be shared with any third parties other than those necessary to fulfill a customers request eg. providing Australia Post with a customers address for shipping. Unless asked not to, we may contact a customer via email in future to provide updates regarding changes to product lines, this website or these terms and conditions.
We take precautions to protect a customers information. When a customer submits sensitive information via the website, their information is protected both online and offline. Whenever we collect sensitive information eg. credit card data, the information is encrypted and transmitted to us in a secure way. Only employees who need a customers information to fulfill a request are granted access to said information. Any computers which hold sensitive information are kept in a secure and safe location protected by a pack of Flesh Hounds of Khorne, Chaos God of War.
Please see our Privacy Policy for more information.

Returns & Replacements
Emerald Hobbies & Collectables will issue a replacement or refund should a faulty, unsafe or defective product be brought to our attention within a reasonable amount of time from date of purchase otherwise we will endevour to assist a customer with any warranty claims with the manufacturer of the product. Replacements and refunds will only be issued once the product has been returned to us in a timely manner at the customers own expense. Proof of purchase must be provided.
Please contact the manufacturer if you should find a piece is missing from an item as most manufacturers are happy to provide a replacement. Please contact us if you need help in contacting or dealing with a manufacturer.
We are under no obligation to provide a refund or replacement should the customer change their mind. We will consider, on a case by case basis,  an offer of exchange of items once an inspection has been conducted on the originally purchased item. Once the item has been returned to us at the customers own expense we may provide an exchange if the item is unopened in its original packaging, the packaging is undamaged and if the item is fit for resale at its originally marked price.

Please contact us if you have any issues using our online store so we can resolve the matter in a timely manner. As our webstore is a recent addition to our business, there may be bugs we're not aware of.
If an item is out of stock or you do not see an item you might be after, please contact us so we can help.

Payment, Pricing & Promotions
We accept PayPal and most major credit cards.
Emerald Hobbies & Collectables strive to offer competitive pricing but are under no obligation to price match. For any enquirers regarding pricing, please contact us.
We do not offer rain-checks on any promotional prices.

Viewing Orders & Account Information
Customers are able to log in and view any current or past orders, including items purchased and tracking number details.
If unable to log in, customers are encouraged to try the password retrieval process before contacting the store.
Customers are required to keep details up to date so orders can be processed correctly.

Terms & Conditions
Emerald Hobbies & Collectables reserve the sole right to change or alter any part of this website at any time.
Emerald Hobbies & Collectables takes no responsibility in the accuracy or integrity of information displayed on this website.
Emerald Hobbies & Collectables takes no responsibility for content of other websites linked from this website.
Customers use information and resources provided by this website at their own risk.

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