FREQUENTLY ASKED QUESTIONS

We can customise the sportswear with any designs with any colours, logos or wording. We strive to provide you with the exact look you want and if you have more questions, don't hesitate to get in contact with us today.

Ideally for the highest quality designs and logo applications we should receive the files as vectorised artwork. We prefer 'vector' logos as they provide the highest quality finish when printed. If you only have image files (jpeg's, png's, tiff or bitmap files) these will usually work however we may have to re-draw them depending on the quality. This will incur an additional cost and add to the production time.  

 Below are the preferred file formats:

.ai (Adobe Illustrator): This is a vector based file created in Adobe Illustrator and is the preferred format for all decoration and will produce the highest quality finish

.eps (Encapsulated Post Script): A true EPS will be a vector based file and can therefore be used in the same way as an Adobe illustrator file to produce a high quality finish

.pdf (portable document file): A high resolution PDF file is acceptable as long as the original file was created in Adobe Illustrator

You can add unlimited logos/sponsors to all of our sublimated sportswear and team wear products at no extra cost. We will always give advice and suggest the best positions and applications for your logos. We understand that there is a fine line between utilising logo positions and becoming a walking billboard. 

For stock products the quantity of logos you are able to apply will be limited. This depends on which product you require and also the application method possible.

Absolutely! For a cost we can completely customise a brand new logo for you.

We use CorelDRAW to create artwork. We supply artwork files for approval as JPEGs and PDFs. We use vector files for printing so when possible we prefer you to supply vector artwork. However we will always try to use your supplied artwork in the first instance. 

Yes, you can. Please double check all spelling, numbering and sizing as we print exactly what has been supplied and approved. Please take note – certain fonts contain only uppercase or lowercase text and some non text characters may not appear as expected. Some fonts and numbers may need to be scaled to fit smaller sized patterns.

Yes, if you have a club or brand colour that you would like us to match, then please mention this to us during the design process. However colour matching is subjective and having a 100% colour match may not be possible due to the difference between colour on screen, pantone cards and printed fabric. 

Through the years we have created our own unique colour chart. We cover all of the main colours but are happy to match your specific colour tone or pallette if necessary. 

If you are unable to provide us with a Pantone code for your logo or uniforms, we will work to create as close a colour match as possible for your approval. 

You can start the process right now by designing your sportswear on our Kitbuilder or get in contact with us via phone or email.

We offer an extensive range of custom and stock products with varying fabrics and styles to choose from. If you are looking for a generic sample, our sales representatives are more than happy to show and explain to you the products we can offer. Just contact us to start the process. 

We don't advise creating specific individual samples to see what your garment will actually look like. This can be timely and does incur additional costs.  

Yes you can create and order your teams custom uniforms direct from our online Kitbuilder. This is a hassle free method which allows you to place an order without talking to anyone. Don't panic though as once we receive your order there will be a full approval process before the final order is placed. 

Alternatively if your club or organisation has set a club shop up with us then you will also be able to buy items from your specific shop.  

Simple steps to shopping online;

- Add your selected products to the shopping cart and proceed to checkout.

- If you wish to remove an item from your shopping cart simply click the delete button in your shopping cart. If you wish to edit an item in your cart, this can be done on your cart. 

- Once you are ready to finalise your order, click the next step button.

Custom Products - For custom made items we have set minimum order quantities depending on the product. As a general rule though, most of our custom made items have a minimum order of 10 items per style. You can find out the minimum order quantities by visiting your sport and specific product within our Kitbuilder sports.

Stock Products - For our stock products there are no minimum order quantities. You can order as much or as little as you need. 

Feel free to call us to find out the minimum quantities of custom made garments for your sport.

Once your order has been placed, it is too late to adjust items within your order or cancel your order, as your order will have been sent to the factory. If you still would like to attempt to make a change, we're always willing to do our best for you so please call us on (07) 4771 2091 or contact your account manager directly. Please do not email with these requests as we will be able to take action quicker via a phone call.

If it is a change to your delivery address then please follow the above steps and contact us directly by phone.

We are really sorry if we have made a mistake. If we have sent you an incorrect item or there is a mistake with your order, please Contact us immediately and we can look to resolve the error. We aim to avoid these issues with several stages of approvals stages and quality control checks. If you need further information on this, please call us on (07) 4771 2091.

Generally we do not hold stock of any items for external clubs or organisations. We only show items that are available in stock if it is an EMU Sportswear or EV2 Sportswear product. Should an item be ordered and we have no stock available we will notify you once we have received your order. 

With our club shops if an item states it is sold out this means that the shop has closed and no more pre order sales can be placed at this time. In the first instance please contact your club or organisation if you have missed a shop cut off date and would like to place an order. 

Buying online with us is safe and secure however we do appreciate that some people prefer not to order or provide their credit card details over the internet. 

We accept the following payment types:
- Bank transfer
- Eftpos
- Visa and Mastercard

- PayPal
- Cash

Payment options will be available during the final stages of your online purchase through our Shop. Alternatively if you are placing a team order with one of our account managers our payment terms will be made available via a digital link as well as listed on your invoice. 

All online prices appear in Australian Dollars (AUD) only. Any currency conversion is the responsibility of the overseas (non-Australian) customer and their financial institution and/or credit card provider. As such when your credit card (or any other payment process) is used within the EMU Sportswear and EV2 Sportswear Shops currency conversion will actually be completed by your credit card company and not by our shop platform. As such the final price is charged by your bank and/or Credit Card Company.

We are committed to selling high-quality products that we hope you will enjoy. We are also aware that for one reason or another there may be a need to exchange or return your purchase.

This can be done within 14 days of receipt. 

EMU Sportswear 

PO Box 815, Townsville Qld 4810 

6 Ingham Rd, West End Qld 4810

Please Note; Unless the items you received are faulty, we are unable to offer a refund or exchange on:All Jerseys Personalised with a Name, Number, Long Sleeves, Player Fit, or between Sizes 3XL – 7XLAny Personalised or made to order goods NB: This includes all club shop items which can take up to 28 days for a return to be processed if you send it back to us via Post Office or parcel collection service. We cannot refund postage & packaging on unsuitable items and are unable to refund costs for any method of posting other than those detailed here.

If you have any queries regarding returns, please do not hesitate to in contact with us.

When placing an order with a debit/credit card, a request is sent to the bank to ensure the account has sufficient funds available. The bank then places a temporary hold on the funds whilst the transaction is authorised and security checks are performed, allowing the merchant to collect those funds at a later date at the point of dispatch. If for any reason the pending transaction fails these checks, we will decline the transaction, and the bank will release these funds. These holds have an expiration date of 3-5 business days, depending on the banks policy.  

You should always receive a confirmation email once your order has completed, followed by a dispatch email once the order has left us. If you do not receive these emails, check your account information to ensure the correct email address has been inputted, also check your junk/spam filter to ensure it hasn't been picked up by either.

Our system is character sensitive and an order will decline if there are any letters or symbols in the incorrect boxes for your address details. E.g. A ‘+’ symbol cannot be added in front of your phone number, and if you are leaving a line blank please do not fill it with symbols such as / or --.

Please ensure that your billing address matches the address that your card is registered to. You can change the delivery address at the checkout.

Stock Products - 3 to 5 days

Customised Stock Products - 3 to 4 weeks

Custom products - 6 to 8 weeks 

These lead times start when the order approval has been received by your account manager. We will always aim to deliver ahead of the estimated time where we can. For all custom products we recommend speaking to one of our sales representatives ahead of your order so that we can provide an up to date expected time frame. 

Please note that sometimes there can be unforeseeable factors out of our control that can affect this timeframe. These include;

Factory Holidays

If placing an order between the months of December - February please note that our production and delivery times may alter. This is our busiest time of year due to all of the Winter sports starting back up. In all cases it is best to speak with your Sales Representative to discuss your order and any potential issues. 

We ship to most countries worldwide. Please email sales@emusportswear.com.au to check if your country is available.

The cost of delivery will depend on the destination and the overall weight of your order. Please refer to the shipping options at checkout to determine the delivery cost of your parcel.

If you are purchasing from outside Australia you may be charged an import tax by Customs in your country. This will depend on the import regulations for your country. To see if you will need to pay import duties, please contact Customs in your country. EMU Sportswear and EV2 Sportswear accepts no responsibility for any associated fees applicable by Customs.

We use several different freight companies depending on the final destination, whether that is domestic or international. You will receive a tracking number once your order has left our offices which will allow you to keep an eye on your delivery. If you have a question about your delivery please contact your account manager directly or our dispatch team who will be able to update you on your order status. 

You should allow up to 10 working days for your parcel to be delivered from the date you received your last correspondence from our dispatch team. If your parcel has not been delivered by this time please contact us as soon as possible and we will look into it.

If you have purchased a pre-order product via a Club Shop then there should be delivery information linked to this product and shop. It will give you the expected date the order will be placed with the factory and then an expected delivery date for the whole club's order to be received. In the first instance please contact your club organiser who will have the necessary information for you.

You do not need to create an account to order with us, however, it can be useful to have an account so that you can view order updates.

You can create an account here.

If you would like to open a business account with then please contact us via our form, email addresses or (07) 4771 2091.

You do not need to create an account to order with us, however, it can be useful to have an account so that you can view order updates.

If you would like to delete your personal, club or business account with us, please contact us with your details.

To change any of your details, you can log into your account, select the details you would like to update and submit the updated information to us.

To update any club or business account details please contact us or speak to your account manager directly.

We can offer your club, school or business a Shop to collect pre orders for you stock products or we can offer you a Clubzone which is a great platform for you organiser to place bulk orders of existing designs. 

With our club shops we do provide a service which enables clubs to gather pre order sales through our platform. These shops do not hold stock at the time but allow for customers to pay for and order an item which will later be ordered in mass by the club. 

Please Contact us to discuss how we can help create your Shop or Clubzone. 

You can unsubscribe from our emails either directly in your account, or from the link at the bottom of any promotional email from us.

We invite all of our customers to leave a review on the service they have received from any of our staff members. Whether it is good or bad we encourage an open and transparent customer service experience and always look at our systems for evaluation and growth. If you would like to leave us a review then you can do this via our Google reviews or on our Facebook pages. 

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