FAQs
FREQUENTLY ASKED QUESTIONS!
Hello and welcome!
Please check out our FAQ below. If you have a question that’s not answered here, feel free to email us on empathytrainingau@gmail.com
HAVE A QUESTION ABOUT YOUR ORDER?
We ship packages and return emails Monday to Friday: 9:00 a.m. to 5:00 p.m. (AEST). We are closed Saturday and Sundays and all public holidays. If you contact us regarding your order outside of those hours, we'll get back to you as soon as we can the following business day.
Tracking Orders
How can I track my order?
At this stage we offer free standard shipping within Australia which does not include tracking. If you have chosen tracked shipping for $5 then you will be able to follow up Australia Post with regards to your order.
Making Changes
Unfortunately, we are unable to make any changes to orders after they’ve been placed.
Can I buy a stamp to go with my card?
To save you having to line up at the post office, all greeting cards and postcards come with an Australian single postage stamp included.
I forgot to add a coupon code to my order, can you apply it for me?
Oops! Unfortunately we aren't able to apply coupon codes after an order has been placed. If your coupon code has an expiration date—please contact us. In some cases we are able to extend codes.
Can I change my Shipping Address after my order is placed?
We typically cannot make any changes to orders once they have been placed, if you contact us immediately during business hours (Monday to Friday: 9:00 a.m. to 5:00 p.m. AEST) we’ll do our best to help, but sadly, no promises!
Can I change the shipping service I selected after my order is placed?
Unfortunately, we are unable to make any changes to orders after they’ve been placed.
I’d like to add to my existing order, can I do that after it’s been placed?
Sadly, we cannot add or remove items from orders once they’ve been placed. If you have questions about placing an additional order, please contact us.
Cancelling Orders
Unfortunately, we are unable to make any changes to orders after they’ve been placed, even cancelations. If you contact us immediately during business hours (Monday to Friday: 9:00 a.m. to 8:00 p.m. AEST) we’ll do our best to help, but sadly, no promises!
Returns
See Returns Page for details
Orders Placed as Gifts
My order is being sent as a gift, can you include a gift receipt?
No worries, we never include pricing on any of our pack slips (we’ve got your back!).
Can I include a gift message with my order?
Yes, at checkout you can add a gift message up to 240 characters. If you would like to personalise a card, please add it to your order. If messages written are not of an empathetic nature, you may be asked to change your message. Our aim is to create greater empathy and connection in the world not be a vehicle for negativity.
Can you help me write my card?
We know that writing cards is hard! While we're unable to offer specific help, we've created this handy writing guide to inspire you to find the right words.
Can I purchase multiple personalised cards in a single order?
Unfortunately for us to send a personalised card to your friend, you must order and pay for them individually in separate orders.
If I enter a gift message with my greeting card order, will you write it in the card?
Yes, for single orders we’re able to hand write messages inside the card.
Can you ship Internationally.
No. Unfortunately at this stage we only ship to addresses within Australia.
GST
Empathy First is required by law to charge GST on orders shipping to Australia. All required tax calculations are visible during checkout for review prior to payment authorisation.
Gift Cards
At this stage Gift Cards are not available.
Where and how are your products manufactured?
We source products from a variety of suppliers and artists. We aim to source ethical, sustainable products, as much as we can.
Emily & Friends cards are offset printed in Los Angeles using environmentally friendly soy inks on recycled paper.
Where do you get your imagery from?
Original images are created by Renee Shea. Product images sourced from suppliers. Stock images from Unsplash and Flaticon
WANT TO KNOW MORE ABOUT EMPATHY FIRST?
No problem! Empathy First is a social enterprise that offers online and in person healthy empathy training to individuals and businesses worldwide. To learn more, please visit www.empathyfirst.com.au or contact us.
I love your store! But now I’d like to know more about Leanne Butterworth the person!
We’ve got you covered again! Please check out the Empathy First About page.
You can watch her TEDx talk - Healthy Empathy Can Save Lives, Including Yours - HERE.
Please feel free to connect with Leanne on LinkedIn.
What is Empathy Training?
Empathy training is a great way to learn about yourself and how you show up for others. It helps your strengthen your relationships and improve the mental and physical health of yourself and those around you. Here's a quick video that tells you what Empathy training is - and isn't. If you'd prefer to read about it, here's a quick article.