EMPIRE ROYALS SUPPORT
Dispute Resolution Policy
Let’s Resolve It
A practical route to fix an order or product problem.
Updated 20 September 2026Contact us first
Email support@empireroyals.com or call +61 479 095 200. Include your order number, the product or page involved, what happened and the outcome you seek. Photos, tracking updates and earlier correspondence can help. Please do not email full payment card details or account passwords.
How we review concerns
We will review the order record, product description, shipping scans and any supplied evidence. We may ask a follow-up question or suggest troubleshooting where appropriate. We will explain the available outcome, such as replacement, repair, refund or another remedy, in line with applicable law.
Escalating within our team
If a response does not resolve the concern, reply to the same support thread and request a further review. Summarise what remains unresolved and include relevant evidence. Keeping one email thread helps us preserve the history.
Delivery and return disputes
For a missing parcel, we may ask the carrier to investigate. For a defective or incorrect item, follow our Returns & Refunds Policy; we may provide a return method. You do not have to waive a consumer guarantee to open a case.
Independent options
If we cannot resolve an Australian consumer complaint, you may seek help from the consumer protection agency in your state or territory, the ACCC consumer guidance, or an appropriate tribunal or court. A privacy complaint may also be raised with the OAIC. Customers elsewhere may have remedies through their local authority. This policy does not impose mandatory private arbitration.
Payment provider claims
If you start a payment dispute, provide the provider with accurate order information and tell our team so we can investigate. A bank process can run alongside a support enquiry, subject to the provider’s rules. We will not penalise you for exercising an applicable legal right.
Consumer rights remain
Nothing here replaces or restricts statutory guarantees, chargeback rights where available, or any remedy that cannot legally be excluded.
Need help?
Email support@empireroyals.com or call +61 479 095 200.
66 Windemere Road, Alexandra Hills, Queensland 4161, Australia. Include your order number when contacting us about an order.